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COMMUNICATION
A process by which information is transmitted between individuals and/or organization so that an understanding response results. Exchange of facts, ideas, opinions, attitudes, judgments or emotions.
FACTS
CONTINUED
Listening: Learned first, Used most (45%). Speaking: Learned second, Used next most (30%). Reading: Learned third, Used next least (16%). Writing: Learned fourth, Used Least (9%).
writing 9%
Used
Listening 45%
Speaking 30%
Reading 16%
Writing 9%
Why listen?
The need to listen to the other person before we can expect them to listen to us.
Hearing
Listening
Hearing as well as interpreting including other signals. Processing of the message in mind
Message Overload
Reflecting
Purpose
To show that you understand how the person feels. Reflects the speakers basic feelings.
Action
Example:
You seem very upset.
Encouraging
Purpose
Action
Dont agree or disagree. Use neutral words. Use varying voice intonations.
Can you tell me more?
Example
Summarizing
Purpose
To review progress. To pull together important ideas and facts. To establish a basis for further discussion. Restate major ideas expressed, including feelings.
Action
Example
Clarifying
Purpose
To help you clarify what is said. To get more information. To help the speaker see other points of view.
Ask questions. Restate wrong interpretation to force the speaker to explain further. When did this happen? Do I have this right? You think he told you to give him the pencil because he doesnt like you?
Action
Example
Restating
Purpose
To show you are listening and understanding what is being said. To help the speaker see other points of view. Restate basic ideas and facts. So you would like your friends to include you at recess, is that right?
Action
Example
Validating
Purpose
To acknowledge the worthiness of the other person. Acknowledge the value of their issues and feelings. Show appreciation for their efforts and actions. I truly appreciate your willingness to resolve this matter.
Action
Example
BARRIERS TO LISTENING
For listening to be effective, we must recognise and remove the barriers to listening These can be Physical people related or otherwise -Physiological -psychological barriers
Physical Barriers These include Low audibility levels, external noises and sounds Malfunctioning of audio devices Frequent interruptions, transmission failures etc
People Related Barriers 1. Physiological barriers When speaker suffers from ill health, fatigue, sleeplessness, hearing disorders etc May also be because of the accent and pronunciation shortcomings of the speaker
2. Psychological barriers These are our values, beliefs, bias, likes & dislikes, attitudes Lack of credibility, past experiences, stereotyping, discomfort with the topic etc
Stop Talking ! :
1. Stop Talking ! Unfortunately, most of us prefer talking to listening Even when not talking, we are more inclined to concentrate on what to say next rather than on listening to others You must stop talking before you can listen
Put the Talker at Ease If you make the talker feel at ease, he or she will do a better job of talking Then you will have better input to work with
Show that you Want to Listen Convince the talker you are listening to understand rather than oppose This will help create a climate for information exchange Look and act interested Doing things like looking away, reading, looking at your watch etc distracts the talker
Remove Distractions :
Things you do also can distract the talker Dont Doodle, tap or play with your pencil Shuffle papers Scratch your head etc
Empathise with the Talker Place yourself in the talkers position Look at things from the talkers point of view This will help create a climate of understanding that can result in a true exchange of information
Be Patient :
Be Patient Allow the talker plenty of time Remember - not everyone can get to the point as quickly and clearly as you can And do not interrupt. Interruptions are barriers to the exchange of information
Anger impedes communication. Angry people build walls between each other.They harden their positions and block their minds to the words of others.
Ask Questions :
By frequently asking questions, you display an open mind. It shows that you are listening. At the same time, you also assist the talker in developing his or her message and in improving the correctness of meaning.
And
Stop Talking ! : The last commandment is to stop talking as it was the first !
.QUESTIONS ?