EFFECTIVE

COMMUNICATION
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 THE CONCEPT OF
COMMUNICATION

Communication as the process by

which people attempt to share
meaning via the transmission of
symbolic messages

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ELEMENTS OF COMMUNICATION

Channel

Sender
Receiver

Message
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 THE COMMUNICATION MODEL

SENDER Message Message RECEIVER

(Source) Channe
l

Encoding Noise Decoding

Receiver Feedback Transmitter

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BARRIERS TO COMMUNICATION
Any factor that impedes the exchange of
information between a sender and a
receiver e.g.:
Differing perceptions
Language differences
Values and beliefs
Noise
Mental and emotional state
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Common Characteristics of a
Typical Audience
Busy
Uninterested
Self-centered
Easily distracted
Capable of
misinterpretation
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 RESEARCH RESULT ON FIRST MEETING
Meaning Conveyed

Use of Voice 37% Words 7%

Physiology 56%

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 ACTIVE LISTENING
GUIDELINES
 Listen carefully to what the other person is
saying
 In your response, try to rephrase or restate the
exact meaning of what has just been said
 Don’t add any opinions, thoughts or feelings of
your own unless the other person asks for them

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 ACTIVE LISTENING
GUIDELINES
 Never ridicule or be sarcastic about someone
else’s comments
 Respond with questions beginning with,
 “Do you mean…?”
 “Are you saying…?” or
 “Is this what I hear you say…?”
 If a pause occurs in the conversation, ask a
question of your own.
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ACTIVE LISTENING (NON-VERBAL)
This involves the application of the
SOFTEN formula:

S– Smile
O– Open posture
F– Forward lean
T– Touch
E– Eye contact
N– Nod
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SMILE: Enhances your Charm

A Smile says,

“I am glad to see you”

“You make me happy”

“I am a happy person”

“I can make you happy”

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OPEN Posture: A Silent Invite

An Open Posture says,

“You are welcome”

“I am free to discuss”

“I am available for you”

“I can spare you my time”

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FORWARD Lean: Assures Interest

A Forward lean says,

“I am all ears”

“Let us get intimate”

“You have my attention”

“I want to be your friend”

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TOUCH: Declares presence

An apt Touch says,

“Please go on”

“I am with you”

“I like your company”

“Tell me more”
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EYE Contact: Depicts Confidence

Nice Eye Contact says,

“I am confident”

“I am sincere with you”

“See right through me”

“You have my attention”

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NOD: Reveals Affirmation

A gentle Nod says,

“Yes, I agree with you”

“I understand you”

“Please speak on”

“I am following”
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 NON VERBAL SIGNALS/
BODY LANGUAGE
Three components of non-verbal
communication:
 Body Movements
 Vocalizations
 Spatial relationships
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 BODY MOVEMENTS

• A touch with a single finger - indicates

call for attention
• ‘Shaking’ with both hands - shows
warmth
• A Nod - indicates acceptance

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• A Frown/Shaking of the head - implies
rejection
• Arm around the shoulder - indicates
friendship or companionship
• Arm around the waist - implies
intimacy
• Palm on the lap, says: "I care" or “I
have affection for you”.
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 VOCALIZATIONS
Pitch, tone, volume, inflection,
resonance, articulation, tempo and
pace.

No matter what we say. The sound of

how we say it reveals a great deal
about what we feel and think.
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 SPATIAL RELATIONSHIPS: the distance
between yourself and the other person.

There seem to be four different zones that

people unconsciously use as they
interact with others:

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 SPATIAL RELATIONSHIPS

 Intimate distance - less than one

arm’s length
 Personal distance - one arm’s length

 Social distance - two arm’s length or

more
 Public distance - 3-6 meters.
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