Module 3: COMMUNICATION

Prof. Ir. Ts. Dr. Tiong Sieh Kiong

Original Notes by Prof. Dr.Norashidah Md Din for COEB 422 Engineers in Society
 Communications
Communications happen since
born, and throughout the whole
life, making success in life…
❖The exchange of thoughts,
messages, or the like, by speech,
signals or writing.

❖To express oneself in such a way

that one is readily and clearly
understood.
❖Communication is shared
feelings/shared understanding.

❖If you can honestly achieve that

goal, you are communicating.
Regardless of the size of the company
you are in – whether a large
corporation, a small company, or even
a home-based business – effective
communication skills are essential for
success.
One-Way
 Memo, fax, e-mail, voice mail, letter.

Two-Way
 Phone call, in-person.

Collaborative
 Team meetings, consulting,
consensus, decision making,
group problem solving.
Effective Communication
Occurs when the right person
says the right things to the
right people at the right place
at the right time in the right
way to be heard and
understood and to produce
the right response
Increase productivity.
Reduce stress.
Better understand what others
are saying.
Better understand how to get
your message across.
Enhance relationships.
Save time and money.
Source:
Why to communicate?
What to communicate?
Accuracy of the Information to be communicated.

Encoding:
• The process of transferring the information you want to communicate into
a form that can be sent and correctly decoded at the other end.
• Processing the information that to be conveyed.
• Knowing your audience.
Verbal Communication Channels
◦ Face-To-Face meetings,

◦ Telephones,

◦ Video Conferencing.

Written Communication Channels

◦ Letters,

◦ e-Mails,

◦ Memos,

◦ Reports.
 EFFECTIVE DECODING:
◦ Listen actively,

◦ Reading information carefully,

◦ Seek clarification or ask question for better
understanding.

• The audience or individuals to whom we are

sending the information.

THE INFLUENCE FOR RECEIVER:

• The prior knowledge can influence the receiver’s
understanding of the message.
• Blockages in the receiver’s mind.
• The surrounding disturbances.
 Given all the listening
that one do, you would
think one would be good
at it! In fact not.
A study being made
found that we
remember a dismal 2 5 -
50% of what we hear!!!

➢ That means that when you talk to your boss,

colleagues, customers for 10 minutes, they
really hear 2 ½ - 5 minutes of the conversation
only.
Hear What People Are Really Saying

✓Listening is one of the most important

skills you can have.

✓How well you listen has a major impact

on your job effectiveness, and on the
quality of your relationships with others.
Active Listening → Effective Communication

➢ Clearly, listening is a skill that we can all

benefit from improving.
➢ By becoming a better listener, you
will improve your productivity, as
well as your ability to influence,
persuade negotiate.
➢ What’s more, you’ll avoid conflict and
misunderstandings – all necessary for
workplace success.
Becoming an Active Listener
There are five key elements of active listening. They all help you
ensure that you hear the other person, and that the other person
knows you are hearing what they are saying.

1. Pay attention.
Give the speaker your undivided attention and acknowledge the
message. Recognize that what is not said also speaks loudly.
•Look at the speaker directly.
•Put aside distracting thoughts. Don’t mentally prepare a
rebuttal!
•Avoid being distracted by environmental factors.
•“Listen” to the speaker’s body language.
•Refrain from side conversations when listening in a group
setting.
2. Show that you are listening.
Use your own body language and gestures to
convey your attention.
•Nod occasionally.
•Smile and use other facial expressions.
•Note your posture and make sure it is open and
inviting.
•Encourage the speaker to continue with small
verbal comments like yes, and uh huh.
3.Provide feedback.
Our personal filters, assumptions, judgments, and
beliefs can distort what we hear. As a listener, your
role is to understand what is being said. This may
require you to reflect what is being said and ask
questions.
•Reflect what has been said by paraphrasing. “What I’m
hearing is…” and “Sounds like you are saying…” are
great ways to reflect back.
•Ask questions to clarify certain points. “What do you
mean when you say…” “Is this what you mean?”
•Summarize the speaker’s comments periodically.
4. Defer judgment.
Interrupting is a waste of time. It frustrates the speaker and
limits full understanding of the message.
•Allow the speaker to finish.
•Don’t interrupt with counter-arguments.

5. Respond Appropriately.
Active listening is a model for respect and understanding.
You are gaining information and perspective. You add
nothing by attacking the speaker or otherwise putting him or
her down.
•Be candid, open, and honest in your response.
•Assert your opinions respectfully.
•Treat the other person as he or she would want to be
treated.
➢ The principles of “rightness” applied
in communication.
➢ Projection of image that is expected of
the profession through
communication.
Individuals most likely to be promoted and
succeed have something in common: they are
good communicators. They express ideas
clearly and concisely; they listen actively; and
they speak and write effectively.

Strengthening your communication skills

enhances your professionalism, personal
presence, and potential for advancement.