1. COMMUNICATION

2. What is communication?
A process by which information is
exchanged between
individuals through a common
system of symbols, signs or behaviour
The dictionary defines communication as:

3. Communication involves:
sending a message
(speaking, writing and non-verbal signals)
receiving the message
(listening, reading, paying attention)

4. Communication Goals
To change behaviour
To get action
To ensure
understanding
To persuade
To get and give
information

5. Communication Cycle
Communication normally goes through a cycle
involving:
The Sender
The Message
The Channel
The Recipient

6. Types of Communication
1. Verbal communication
2. Written communication
3. Non-verbal communication
(sending a message other
than by speech or writing)

7. Verbal Communication
face-to-face
- conversation with fellow workers
- speaking to customers
- spoken instructions

8. telephone calls
voice mail / answering machine

9. two-way or CB radio
meetings

10. teleconferencing

11. Written communication
text messages
email

12. memo
fax

13. letters
workplace forms

14. workplace signs

15. Non-verbal Communication
signs
hand signals

16. facial expressions

17. gestures
eye contact

18. physical contact
(eg shaking hands, embracing, pushing)

19. posture/stance
(eg erect or slouching, arms folded)

20. proximity/distance (including personal
space)
dress and appearance

21. body orientation
silence/time

23. What is “effective communication” ?

24. Effective communication occurs when
the message that has been sent is
received and understood in the way
that was intended.

25. Effective Communication
One-way Communication occurs when the
sender and the receiver of the message
have no interaction when the message is
sent.
email
fax
text
voice mail

26. Two-way communication has
interaction between the sender and
receiver.
face-to-face
telephone conversation
internet chat room
CB radio

27. Why is two-way communication usually
more effective?
The sender knows the message has been
received.
Both participants can seek further
information about points that are unclear.
Therefore there should be less chance of
the message being misunderstood.

28. What are the advantages of having
effective communication in the workplace?
avoids misunderstanding/confusion
improves staff morale/satisfaction
increases motivation
improves efficiency
safer workplaces
reduce barriers (eg cultural)
create friendships

29. Barriers To Effective
Communication
Barriers to communication
can lead to misunderstanding and confusion

30. Language barriers
- wrongly worded message
- inappropriate or technical language
- faulty translation
- font size
- legibility of text
- clarity of diction
- negative subtext
- inconsistency

31. Personal barriers
- attitude and values
- lack of confidence/trust
- lack of incentive
- unwilling to communicate
- not paying attention
- lack of time
- making assumptions

32. - fears (of ridicule, rejection or
confrontation)
- emotions
- disabilities (eg hearing, speech)
- gender issues
- age differences / “generation gap”

33. Physical barriers
- distance
- noise
- distractions
- environment
- facilities

34. Cultural issues
- language problems
- cultural issues
- religious differences

35. Organisational barriers
- workplace policies and rules
- status relationships
- work facilities
Time constraints

36. Effective Communication
Skills and Techniques
How do you feel when you are
speaking to somebody who isn’t paying
attention to what you are saying?
How would you prefer a person to act
when you are speaking to them?

37. Verbal Communication Skills
A. Words (what you say)
B. Paralanguage (how you say it)
- clarity of speech
- tone
- pronunciation
- pitch
- volume

39. use simple language (avoid slang or
technical language unless appropriate)
be clear and concise
speak clearly
face receiver
maintain eye contact
audible volume
courteous tone and show respect

40. target audience
remove distractions
check the receiver understands
avoid ambiguity
completeness of message

41. Listening Skills
What is the difference between passive and
active listening?
Passive listening
- listening without reacting or
interruptions
Active listening
- reacting in a way that shows you are
listening and have understood
(eg nodding, eye contact)

42. pay attention
focus and concentrate
no interruptions
show you are listening (eg nod, smile,
small verbal comments like ‘yes’ or
‘uhhuh’, facial expressions)
sit comfortably
remove barriers
listen to words plus tone and watch

43. Questioning Skills
Closed questions
Open questions
Reflective questions

44. Closed questions
- require a yes/no answer or a single
word or short phrase
- eg “Did you feed the sheep?”
“How many eggs were there?”
Uses
- to test understanding
- to find out facts
- to make a decision or finish a discussion
- to open a conversation
- easy and quick to answer

45. Open questions
- likely to get a long answer
- eg “What did you do yesterday?”
“Why is that important to you?”
Uses
- to find out more detail
- to ask respondent to think/reflect
- to find out opinions or feelings
- to develop a conversation
- to allow critical thinking

46. Reflective questions
- require an evaluation of a person’s
own behaviour or knowledge
- eg “What can I do to help you?”

47. Non-Verbal Communication Skills
interpreting body language
eg

48. understanding gestures

49. standards of dress
interpreting subtext
eg ‘nice’ haircut

50. Written Communication Skills
legible writing
avoid jargon
be clear and concise
correct spelling

51.  appropriate font size
appropriate font size
plain English
sentence structure, grammar and
punctuation
accurate information
correct format

52. Describe some ways that you could
improve your communication skills.
speaking
listening
body language