Communication Model
Message
Sender Encoding Channel Decoding Receiver
a Noise
Feedback Response
Interpersonal
Communication
Verbal Communication
Words are powerful. Speaking is an art form not to be considered
lightly. Effective verbal or spoken communication is dependent on
several factors and cannot be fully isolated from other vital
interpersonal skills such as non-verbal communication, listening skills
and clarification.
Clarity of speech, remaining calm and focused, being polite and
following some basic rules of mannerism will all assist the process of
verbal communication.
Opening Communication.
In many interpersonal encounters, the first few minutes are extremely
important as first impressions have a significant impact on the success of
further communication.
Everyone has expectations and norms as to how initial meetings should
proceed and people tend to behave according to these expectations. If these
expectations are mismatched, communication will not be effective or flow
smoothly, and some form of negotiation will be needed if relations are to
continue.
At a first meeting, formalities and appropriate greetings are usually expected:
such formalities could include a handshake, an introduction, eye contact and
discussion around a neutral subject familiar to each other may be useful. A
friendly nature and smiling face are much more likely to encourage
communication rather than a blank face, inattention or disinterested reception.
Effective Verbal Communication
The Dos The Don’ts
Speak with confidence Don’t take things personally.
Remain calm and courteous Don’t lose your poise.
Speak with a logical sequence Don’t swear.
Learn to be comfortable speaking in Don’t take and defend a position
front of others. without flexibility.
Rephrase to ensure clarity. Don’t become angry.
Be generous with praise. Don’t threaten.
Be friendly and cordial.
Call people by name.
Paraphrase questions you are asked to
make meanings clear.
Vary your tone, pace, and volume to
keep others interested.
Effective Listening Skills
Listening is not the same as hearing. Take time to listen carefully to
what others are saying through both their verbal and non-verbal
communication.
In everyday life, listening extends much farther than speaking and is
undoubtedly the most significant component of effective
communication in an organization, personal lives and relationships.
When interacting with others, listening will help you avoid confusion,
understand tasks more clearly and generate an overall positive
connection with the person to whom you're speaking. Additionally, if
you don't listen to people, they won't listen to you.
Listening extends far beyond hearing and understanding words. It
involves offering positive body language to speakers so they know you
are listening. These signals include making eye contact, nodding in
understanding or agreement, standing or sitting in a welcoming and
approachable way, and not interrupting.
All of these elements fall into the listening category because they serve
to ensure the speaker that you understand and are interested.
Using these techniques every day will go a long way with your
interaction with others. Benefits include a cordial environment, people
listening when you speak, and improving communication.
The Dos The Don’ts
Activity Characteristics Activity Characteristics
Hear Listen to really hear the message and the emotion Advise Most of the time people will ask for advice if they want
behind it. Hear the content and the feelings. Take it. Usually individuals appreciate someone just listening
these in without thought about anything other than and truly hearing what they have to say. Wait to be asked
hearing what is said. for your advice. You will be surprised how much more
others will value your insights if you wait.
Understand Grasp the meaning of what is being conveyed. Don’t Probe Asking questions while someone is explaining his point
think about agreeing or disagreeing, just work to be of view Interrupts his flow and indicates that you are in a
so clear about the content that you can repeat it to hurry to get him to the point. Clarifying questions are
the speaker’s satisfaction appropriate once a speaker is ready to receive them.
Probing questions are those which make the speaker feel
that you are picking into details or forming a judgment
about what he is saying.
Reflect Repeat what you have heard so that the speaker Interpret Telling people why they did something demeans them.
knows you are truly listening. Use phrases such as When you choose to interpret someone’s behavior, you
“What I hear you saying…” or “As I understand put yourself above them. If you tell someone “You were
it…” or “It sounds like…” to begin your restatement just mad because you thought he was treating you like
of the core ideas or emotions. Reflecting indicates your father did,” you are interpreting their behavior.
you are trying to understand and helps the speaker
identify his key points.
Respond Based on what you have heard and understood, Judge Evaluating is not listening effectively. Your main job as a
respond in a way which continues understanding of listener is to understand the other’s point of view. Telling
the situation, ideas, or feelings and furthers the him he is right or wrong is not furthering open
conversation. communication.
Questioning Skills
Communication is referred to as ‘a two-way street’. In order to fully
understand and obtain more information of the message from the sender
and receiver you need to show interest and engage in the communication in
the interpersonal level by inquiry or asking questions to reduce
misunderstanding. Effective questioning is the way to achieve it.
Questioning can be used to:
• Obtain information.
• Start a conversation.
• Test understanding.
• Draw someone into a conversation.
• Show interest in a person.
• Seek support or agreement.
Non Verbal Communication
It's well known that good communication is the foundation of any successful
relationship, be it personal or professional. It's important to recognize, though, that
it's our nonverbal communication, our facial expressions, gestures, eye contact,
posture, and tone of voice that speak the loudest. The ability to understand and
use nonverbal communication, or body language, is a powerful tool that can help
you connect with others, express what you really mean, and build better
relationships.
What is nonverbal communication and body language?
When we interact with others, we continuously give and receive wordless signals.
All of our nonverbal behaviours, the gestures we make, the way we sit, how fast or
how loud we talk, how close we stand, how much eye contact we make send strong
messages. These messages don't stop when you stop speaking either. Even when
you're silent, you're still communicating nonverbally.
Oftentimes, what comes out of our mouths and what we communicate through our
body language are two totally different things. When faced with these mixed
signals, the listener has to choose whether to believe your verbal or nonverbal
message, and, in most cases, they're going to choose the nonverbal because it's a
natural, unconscious language that broadcasts our true feelings and intentions in
any given moment.
Why nonverbal communication matters.
The way you listen, look, move, and react tells the other person whether or not you
care, if you’re being truthful, and how well you’re listening. When your nonverbal
signals match up with the words you’re saying, they increase trust, clarity, and
rapport. When they don’t, they generate tension, mistrust, and confusion.
If you want to become a better communicator, it’s important to become more
sensitive not only to the body language and nonverbal cues of others, but also to
your own.
Types of Non-Verbal Communication.
Barriers to Communication.
There are many reasons why interpersonal communications may fail.
In many communications, the message may not be received exactly the
way the sender intended. It is, therefore, important that the
communicator seeks feedback to check that their message is clearly
understood.
The skills of Active Listening, Clarification and Reflection may help but
the skilled communicator also needs to be aware of the barriers to
effective communication and how to avoid or overcome them.
There are many barriers to communication and these may occur at any
stage in the communication process. Barriers may lead to your
message becoming distorted . Effective communication involves
overcoming these barriers and conveying a clear and concise message.
Common Barriers to Effective Communication
Barriers Features
Use of Jargons Over-complicated, unfamiliar or technical words
Psychological state, Emotions and Taboos Some people find emotions difficult to express and some topics may be ‘off-limit’. Stress or
depression, excited, angry, etc.
Perceptions / Viewpoints Some people perceive ideas and reality different from each other. Personality conflict, lack
motivation, resistance to change and poor management.
Lack of Attention, interest, Distraction, Passive listening, inattentive, uninterested, etc.
Irrelevance.
Physical disabilities Hearing, speech defects, eye sight
Physical barriers to non-verbal Not able to interpret non-verbal cues: gestures, facial expression, body language, signs and Symbols
communication etc.
Language Accent, pronunciations, vocabulary level, colloquialism, idiomatic expressions.
Prejudice, Expectation, Stereotyping. Lead to false assumptions. People often hear what they expect to hear rather than what is actually
said jumping to incorrect conclusions
Cultural Barriers Norms of social interaction, expressing emotions for instance, the concept of personal space varies
in cultures and social settings. Racial and ethnical differences.
Timing Communicating at inappropriate times and planning out information in good time to avoid rushed
information.
Environmental factors Geographical location, noise, distance, surroundings, etc.
Channel used to communicate Quality of fax machine, telephone/mobile, radio, paper, etc.
Status Position of authority, power, and influence hinders ability to communicate freely.
Systematic Barrier Exists in organisations and structures where there are inefficient or inappropriate information
systems and communication channels, or where there is a lack of understanding of the roles and
responsibilities for communication.
Some Facts about Communication.
45
40
35
30 listening
25 talking
20 reading
15 writing
10
5
0
Some Important Facts About our Senses.
90
80
70
sight
60
hearing
50
smell
40
touch
30
20 taste
10
0
