Topic 5 - Communication 2

Slide 2
Chapter 5
Lesson Outcome
Communication
Communication process
Communication styles
Listening skills
Communication breakdowns (issues,
challenges and management strategies)
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Definition
Communication is the act of transmitting
information and meaning from one
individual or group to another

Objective: to share information, create
human relationship
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Importance of Effective
Communication
Enhance professional image
Most people spend about 70%
communicating (reading, writing, speaking
& listening)
Basis for all human interaction
Research indicates that as much as 70%
of all business communication fails to
achieve the intended purposes
Topic 5 - Communication 5
Importance of Effective
Communication (contd)
Cannot function effectively at workplace
without good communication
Widespread use of technology require IT
workers to communicate effectively and
articulately

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Communication Model
message
feedback
receiver
sender
Communication Styles
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Passive Communication
Typically, a passive communicator:
Doesnt express honest feelings.
Makes little or no eye contact.
Lets others make decisions.
Feels anxious, helpless, and manipulated.
Apologizes frequently.


Topic 5 - Communication 9
Aggressive Communication
Typically, an aggressive communicator:
Makes decisions for others.
Makes others feel uncomfortable.
Is brutally honest.
Shows impatience.
Glares at others.
Is direct and forceful.
Humiliates others.


Topic 5 - Communication 10
Slide 10
Assertive Communication
Typically, an assertive communicator:
Is direct and self-respecting.
Demonstrates a willingness to negotiate, listen, and
compromise.
Chooses to make decisions.
Makes others feel valued and respected.
Converts win-lose situations to win-win situations.
Feels confident and task oriented.
Demonstrates a concern for the feelings and rights
of others.


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Communication Pointers
Be clear. Dont use multi-syllable words to impress
the listener.
Be complete but brief. Include all necessary information but dont
overburden listeners with information they
dont need.
Use variety in your speak. Make statements, ask questions, and
change the tone of your voice.
Omit distracting words. Avoid using trite and meaningless terms
such as you know, like, and uh.
Look for feedback. Check often to determine if your message
has been understood. Look for both verbal
and nonverbal feedback.
Topic 5 - Communication 12
Some Rewards of Assertive
Communication
Reduces the anxiety and stress caused by
misunderstanding.
Improves self-esteem and self-confidence.
Provides respect for your ideas and opinions.
Motivates others to clearly state their ideas and
opinions.
Provides a sense of self-control.


Topic 5 - Communication 13
Some Rewards of Assertive
Communication (Continued)
Provides the ability to say no when you mean no
without feeling guilty.
Protects you from being taken advantage of by
others.
Minimizes alienating others.
Demonstrates respect for the feelings of others.


FORMS OF
COMMUNICATION
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Slide 15
Forms of Communication
There are three forms of communication:
Written.
Oral (spoken).
Nonverbal (no words). Includes gestures,
facial expressions, posture, eye contact, and
touch.


Topic 5 - Communication 16
SLIDE 16
Written Communication
Effective writing tips
Ask yourself: What am I trying to
achieve by this communication?
Present data to support your
request, conclusion, or
recommendation.
Use correct grammar, spelling, and
punctuation; avoid slang words.
Be clear about the feedback you
want.
Organize your communication
logically.
Choose an appropriate written
communication method.
Make your message clear, concise,
courteous, complete, and correct.
Proofread even if the spelling
checker says there are no errors.
State your purpose in the first
paragraph.
Ask others to review your work.
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Slide 17
Oral Communication
Dos of good oral communication:
Speak clearly and courteously.
Avoid overusing the word i.
State your main points first and then elaborate.
Consider your audience and empathize with your
listeners.
Use positive language.
Use standard language and enunciate properly.


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Slide 18
Oral Communication
Donts of good oral communication:
Dont use um or ah as fillers between words.
Dont be sarcastic, rude, or pushy.
Dont make personal attacks.
Dont jump from topic to topic without a transition.
Dont expect others to always agree with you.
Dont use informal words or phrases known only to
a select group.


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SLIDE 19
Nonverbal Communication
Nonverbal communication includes:
Gestures.
Point a finger.
Place hands on hips.
Hold up three fingers to make three
points.
Body language and
posture.
Lean toward the listener.
Cross arms across your chest.
Stand or sit erect or slouch.
Facial expressions
and eye contact.
Smile, frown, or wink.
Make direct eye contact or glance down.
Touch.
High-five or pat someone on the back.
Touch a persons arm or shoulder.
Listening Skills
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Slide 22
Listening Skills
Barriers to listening:
Distractions.
Thinking ahead to what you want to say.
Mind moving too fast.
Lack of attention.
Selective listening.

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SLIDE 23
Are You an Active Listener?
Active listeners:
Prepare to listen.
Are genuinely interested in
what the speaker is saying
and understanding what the
message means.
Have a confident, positive
attitude.
Set aside prejudices and
listen with an open mind.
Block out noise and
distractions.


Avoid emotional responses.
Listen to both verbal and
nonverbal messages.
Jot down the speakers main
points and questions to ask
(when appropriate).
Separate fact from opinion.
Use body language,
gestures, and verbal
comments to show that they
are listening.
BARRIERS TO
COMMUNICATION
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Slide 25
Barriers to Communication
Common communication barriers:
Word choice.
Colloquialisms
Jargons
Sexist language
Confusing messages.
Poor choice of communication channel.
Written
Oral
Interruptions, distractions, and distance.



Topic 5 - Communication 26
SLIDE 26
Common Colloquialisms
What we say What we mean
I am interesting.
I got interest lah.
I am interested.
I will send you to the airport. I will take you to the airport.
Follow me!
(and walks to his own car)
Follow me in your own car.
I follow your car. I will follow (go with) you in your car.
You are so sensitive. You take offense too easily.
My tyres no flower. My tyres are bald.
Please 'go-stun' your car. Please reverse your car.
MANGlish
lah
Used to affirm a statement (similar to "of course"). Frequently used at
the end of sentences and usually ends with an exclamation mark (!).
Don't be an idiot
lah! nia/mia Used to affirm a sentence (similar to "only"). It is similar
to "mah" and "lah" but used in a casual context. i got RM5 'nia' , he is
very stupid 'mia'
mah
Used to affirm a sentence but not as strongly as "lah". Used at the
end of sentences. She's like that mah.. nah Derived from the Malay
expression of
"Nah!".
This is not the usual 'Nah' which means 'No'. Used when giving
something to another person. Nah, take this! (Here, take this!)
meh
Used when asking questions, especially when a person is skeptical of
something. Really meh? Cannot meh?

MANGlish
Malaysian English and SINGAPORE
ENGLISH have much in common, with the
main exception that English in Malaysia is
more subject to influence from Malay.
Local vocabulary includes: such borrowings
from Malay as
bumiputera (originally SANSKRIT, son of
the soil) a Malay or other indigenous
person,
dadah illegal drugs,
rakyat the people, citizens,
Majlis (from ARABIC) Parliament,
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Slide 29
Gender Neutral Language
Gender neutral language aims at
minimizing assumptions about gender.
Avoid the use of man in occupational titles.
Dont say: policeman, mailman, chairman.
Say: police officer, mail carrier, chairperson.
Avoid using gender-specific pronouns such
as his or her.
Dont say: A doctor needs to vaccinate his patients.
Say: Doctors need to vaccinate their patients.
Topic 5 - Communication 30
To effectively communicate, we must
realize that we are all different in the
way we perceive the world and use
this understanding as a guide to our
communication with others.
---Anthony Robbins