Beruflich Dokumente
Kultur Dokumente
- French Proverb
VERBAL COMMUNICATION
BARRIERS TO COMMUNICATION
By Sender/ Receiver Barriers pertaining to semantics : - Vocabulary - Meaning - Intonation Personal Barriers - Style and character (rude, polite, shy, outspoken) - Preparation & presentation : Information sent is too little/ too much; message encoded in wrong language, inappropriate tone; verbal & Nonverbal contradictory; wrong medium chosen; order - Lack of clarity (pronunciation, pitch, etc.) - Lack of credibility - Lack of familiarity with audience - Lack of experience - Timing (Emotional conflict if too involved in message) Psycho-sociological barriers - Receivers physical condition - Failure to pay attention - Emotional response Perceptual barriers Organisational Barriers and Process Barriers
(EXERCISE)
Perception
Message
Sender
Feedback
Receiver
Perception
Frame of Reference
Our frame of reference is made up of a multitude of factors: Attitude Beliefs Cultural Conventions Education Emotional state at the time Experience Gender
Large amount of shared experience Meanings very similar High degree of understanding
Example: A manager dictated the following to his Secretary: What was dictated -- It has been decided that a biogas plant be setup near our canteen to make use of waste food. What was typed by the secretary -It has been decided that (a) biogas plant (b) setup near our canteen to make use of waste food
RIGHT AMOUNT
PAYING ATTENTION; GIVING RESPECT; OPEN; RELAXED; DIRECT IN APPROACH
TOO MUCH
HOSTILE; THREATENING
Organisational Barriers
Culture - Environment - Size & structure - Pace of activity : Match (nonverbally and verbally) & Meet expectations
Build Bridges - Respect, Trust, Commonality Customize your communication - Seek first
to understand, before being understood
Listening
Messages must be received as well as sent. A good question to ask yourself is, are you really listening or simply waiting for your turn to talk? If you are thinking about your reply before the other person has finished, then you are not listening!
Listening is
Active Search for meaning; demands total concentration
Objective of Listening is
to to to to receive information understand effectively enhance clarity empathize
Types of Listening
Passive Selective Active
Perceptions Language Semantics Personal Interests: self centeredness Emotions Inflections (pitch)
Environment noise Preconceived notions/ expectations : pre-judgement Attention span Physical hearing problem Speed of thought wandering mind
Avoid distractions Do not interrupt unnecessarily Be active (show interest) Paraphrase what youve heard Throw an echo
SUMMARIZIN G
Pulling together the main points of a speaker
QUESTIONING
Challenging participants to tackle & solve problems
FEEDBACK
It makes me nervous when someone says, I agree with everything you say. Not even I agree with everything I say. -Jeremy Rifkind, US Economist
Tips: 1. Show appreciation to the person providing the feedback. 2. If you find yourself becoming defensive or hostile, practice stress management techniques such as taking a deep breath and letting it out slowly. 3. Focusing on understanding the feedback by questioning and restating usually defuses any feelings you have of hostility or anger. 4. If you really disagree, are angry or upset, and want to dissuade the other person of their opinion, wait until your emotions are under control to reopen the discussion.