Communication is the process of sending and

receiving messages between parties It is impossible to avoid communicating

THE NATURE OF COMMUNICATION Communication is largely nonverbal
1-Senders and Receivers Context affects communication
2-Transmitters and Receptor Meanings are in people, not in words
3-Messages and Channels
4-Decoding, Meaning, and Encoding BASIC PRINCIPLES OF COMMUNICATION
5-Feedback (cont’d)
Senders & Receivers
Communication is irreversible
Each have goals and objectives Noise affects communication
The sender may want to change the receiver’s Communication is circular
mind Creating common goal is essential
The receiver may not want to have his mind Communication has effects
changed VERBAL AND NONVERBAL MESSAGES
Transmitters and Receptors Basic ways in which people send and receive
is the equipment by which information is messages
sent
Verbal Messages
Information can be sent verbally and Messages sent verbally are messsages
nonverbally expressed in words
Messages and Channels
are the vehicles by which information is The science of semantics
communicated. Nonverbal Messages
About 65 percent of the meanings people
direct expressions get from a communication
symbolic representations
Voice
Decoding, Meaning, and Encoding Physical Movements
Decoding is the process of translating Space
messages from their symbolic form into
interpretations that can be understood. “your lips tell me ‘no,no’ but there is ‘yes,yes’
Meanings are the facts, ideas, feelings, in your eyes”
reactions, or thoughts that exist whitin BARRIERS FOR EFFECTIVE COMMUNICATION
individuals, and act as a set of “filters” Tangible Differences
through which the decoded messages are Gender
interpreted. Age
Encoding is the process by which messages
Race
are put into symbolic form
National or Cultural Origin
Feedback Socioeconomic Class
Education Level
is the process by which the receiver “reacts” Urban or Rural Residence
to the sender’s message GENDER
Major influence on the way we
It is necessary to let the sender know that
the message was communicate with others.
actually received, When men and women work together in a
encoded, group, men tend to be more assertive and
ascribed with the same meaning that the self-confident.
sender intended
BASIC PRINCIPLES OF COMMUNICATION
 Women are more likely than men to The most strongest motivations are those
express their emotions, to reveal how they that are most personal.
feel about a situation. We are motivated by money, fame, power,
love, status, security, skill, ambition...etc
AGE It can be both positive or negative.
Young people and old people communicate in TUNNEL VISION
different ways. A closed way of thinking, especially about
We do tend to judge a statement by different abstract topics, such as religion and politics.
standards if we know the speaker’s age. The person with tunnel vision is one who has
A person’s age or gender is not important in firmly fixed ideas
judging the truth or wisdom of what that The opposite side is open-mindedness
person says . Person with tunnel vision has attitude seems
Intangible Differences to say; “I’ve already made up my mind, Don’t
Perception confuse me with the facts!!!”
Motivation
Tunnel Vision EGO DEFENSIVENESS
Ego A response pattern in which a person who
Defensiveness follows this pattern sees a disagreement as a
Negative personal
Emotions attact .
Barriers to Effective Communication A self-centered communication
PERCEPTION
Our physical limitations are a screen through More than just being selfish
which we perceive things that exist in our
environment. NEGATIVE EMOTIONS
Our perception is also limited by psychological Almost always obstacles to good
screens that we have developed. communication!
Choosing from among the many things within Especially true if the emotion is
our range of perception those that we will uncontrolled, unfocused, or misdirected.
notice, and block out the rest is called DISTORTION BARRIERS
“Selective Perception”
Mother: Will you straighten up your Distractions
room? Semantic Problems
Teenager: Why? What’s messy? Absence Of Feedback
Climate
Selective Perception Status And Power Differences
Allows us not only to block out things that are
there, but also to see more things than are Distractions
there. It occurs where people
are constantly coming
Leads us to make our own reality! in and leaving for one
reason or another, and
Most clearly seen in the human tendency to experienced the
stereotype others. frustration that is
MOTIVATION created by this
A Motive is a Reason For Action! distracting traffic flow.
Semantic Problems COMMON BARRIERS TO
Distortion in communication comes from COMMUNICATION
semantics- the use of words or expressions 3. PHYSICAL DISTRACTIONS
which have a different meaning for the sender 4. NOISE, PHYSICAL,
or receiver. PSYCHOLOGICAL

Created when communicators use 5. STATUS DIFFERENCE

technical jargon- usage common to a 6. EFFECTS OF EMOTIONS
particular field or specialization. COMMON BARRIERS TO
Status And Power Differences COMMUNICATION
Differences in 7. PERCEPTIONS
communications are Stereotypes
likely to parallel the Halo effects
differences in power. Selective perception
See and hear what we expect
Imbalance or asymmetry Ignore if conflicts with “what we know.”
in negotiating power Projection
COMMON BARRIERS TO
leads the high power
COMMUNICATION
party to perform
8. FILTERING, SCREENING
significantly better than NEGATIVE INFORMTAION
the low power party.
COMMON BARRIERS TO 9. EVALUATING THE SOURCE
COMMUNICATION
10.ABSENCE OF FEEDBACK,
1. SEMANTICS POOR FEEDBACK
COMMON BARRIERS TO
Definition of words COMMUNICATION
11. INFORMATION, DATA
Choice of words OVERLOAD
COMMON BARRIERS TO 12. POOR LISTENING
COMMUNICATION LISTEN TO RESPOND
2. POOR CHOICE, USE OF CHANNELS LISTEN TO UNDERSTAND
When to use certain channel TO OVERCOME BARRIERS:
Learn to use feedback well.
Oral alone: Be sensitive to receiver’s point of view.
Simple reprimand Listen to UNDERSTAND!
Settle simple dispute Use direct, simple language, or at least use
Written alone: language appropriate to the receiver.
Don’t need immediate feedback Use proper channel(s). Learn to use channels
Need record well.
Learn to use supportive communication, not
COMMON BARRIERS TO defensive communication.
COMMUNICATION GUIDELINES FOR EFFECTIVE
2. USE OF CHANNELS COMMUNICATION
Both channels:
Be Exact
Commendation
Serious reprimand Use the word “is” carefully
Important policy change Avoid Overgeneralization
Nonverbal Be sensitive to connotative meaning
Be aware of it. Do not overuse you or your
GUIDELINES FOR EFFECTIVE
COMMUNICATION
Recognize that you don’t know all the
answers to all questions
Always remember that what others may
not mean the way we think they mean it
Focus on common interests rather than
differences
Think positive

IMPROVING COMMUNICATION
EFFECTIVENESS IN NEGOTIATION
QUESTIONING
For clarifying
communications, and
eliminating noise and
distortion .

ACTIVE LISTENING / REFLECTING

ROLE REVERSAL
Understand the other’s
position by actively
arguing his position to
his satisfaction.
Effective Communication Skills
Listening Skills
Active Listening
Responding
Paraphrasing
Asking questions for clarification
Mirroring the other person’s language