BCOM 3rd

Mid Term SyllabusCommunication Skill

Communication

Communication is derived from the Latin word ‘Communico’ which means “to share”. Hence the word “communication” means: the process of sharing. One may ask, sharing what? Obviously –sharing Information, which could be facts, ideas, thoughts, feelings, needs, etc. This sharing takes place from one person to another so that it is understood. This process involves systematic and continuous process of speaking, listening, and understanding. Therefore, Communication is a process, which involves sharing of information between people through a continuous activity of speaking, listening, and understanding.

Why is Communication Important?

Communication is a learned skill. Most people are born with the physical ability to talk. But in order to speak well and communicate effectively you have to learn the art and improve upon your ability to talk. Speaking, listening, and our ability to understand verbal and nonverbal meanings are the skills we develop in various ways. We learn basic communication skills by observing other people and changing our behaviors based on what we see. We also learn communication skills directly through education, practice and constant evaluation of the responses we get from people around us.Importance of communication has always been realized in all times because it is the most vital means by which people are connected together in the society. However, today communication plays a crucial role in almost all aspects of life. Work in business, government or organizations are impossible without communication. People have to communicate with each other, exchange information, make decisions, talk about new ideas, plans, proposals etc. They also have to communicate externally with foreigners and people of other races and languages.For a moment, turn your eyes inward and see how much of your waking hours you spend in communication. Nearly 70% – writing, reading, speaking, & listening. As a college student, 69 percent of your communication time is spent on speaking and listening. You spend 17 percent of your communication time on reading and 14 percent writing.Don’t forget, therefore, that communication is inevitable in one’s life. Today, in this age & world, a successful person is the one - who can communicate effectively. Pick up any newspaper and scan the jobs wanted advertisements. You will find that communication skills are one of the essential prerequisites in most of the occupations. Be it engineers, business managers, sales officers, operators, etc. Any vocation you choose- oral communication skills are identified as valuable for both obtaining employment and successful job performance. Big corporations and multinational organizations need better communication skills in their employees so that they are able to work in teams and with people from diverse backgrounds. Remember we are living in a communications revolution; we are living in age of increasing talk. When we have to talk, we might as well talk well, and talk wise.Understanding Communication Skills:

Why Communications Skills Are So Important

The purpose of communication is to get your message across to others clearly and unambiguously.Doing this involves effort from both the sender of the message and the receiver. And it's a process that can be fraught with error, with messages often misinterpreted by the recipient. When this isn't detected, it can cause tremendous confusion, wasted effort and missed opportunity.In fact, communication is only successful when both the sender and the receiver understand the same information as a result of the communication.By successfully getting your message across, you convey your thoughts and ideas effectively. When not successful, the thoughts and ideas that you convey do not necessarily reflect your own, causing a communications breakdown and creating roadblocks that stand in the way of your goals – both personally and professionally.In a recent survey of recruiters from companies with more than 50,000 employees, communication skills were cited as the single more important decisive factor in choosing managers. The survey, conducted by the University of Pittsburgh's Katz Business School, points out that communication skills, including written and oral presentations, as well as an ability to work with others, are the main factor contributing to job success.In spite of the increasing importance placed on communication skills, many individuals continue to struggle with this, unable to communicate their thoughts and ideas effectively – whether in verbal or written format. This inability makes it nearly impossible for them to compete effectively in the workplace, and stands in the way of career progression.Getting your message across is paramount to progressing. To do this, you must understand what your message is, what audience you are sending it to, and how it will be perceived. You must also weigh-in the circumstances surrounding your communications, such as situational and cultural context.Communications Skills – The Importance of Removing BarriersCommunication barriers can pop-up at every stage of the communication process (which consists of sender, message, channel, receiver, feedback and context – see the diagram below) and have the potential to create misunderstanding and confusion.

To be an effective communicator and to get your point across without misunderstanding and confusion, your goal should be to lessen the frequency of these barriers at each stage of this process with clear, concise, accurate, well-planned communications. We follow the process through below:Source...As the source of the message; you need to be clear about why you're communicating, and what you want to communicate. You also need to be confident that the information you're communicating is useful and accurate.

Message...The message is the information that you want to communicate.Encoding...This is the process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end. Your success in encoding depends partly on your ability to convey information clearly and simply, but also on your ability to anticipate and eliminate sources of confusion (for example, cultural issues, mistaken assumptions, and missing information.) A key part of this is knowing your audience: Failure to understand who you are communicating with will result in delivering messages that are misunderstood.Channel...Messages are conveyed through channels, with verbal including face-to-face meetings, telephone and videoconferencing; and written including letters, emails, memos, and reports.Different channels have different strengths and weaknesses. For example, it's not particularly effective to give a long list of directions verbally, while you'll quickly cause problems if you criticize someone strongly by email.Decoding...Just as successful encoding is a skill, so is successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it.) Just as confusion can arise from errors in encoding, it can also arise from decoding errors. This is particularly the case if the decoder doesn't have enough knowledge to understand the message.Receiver...Your message is delivered to individual members of your audience. No doubt, you have in mind the actions or reactions you hope your message will get from this audience. Keep in mind, though, that each of these individuals enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of your message, and their response. To be a successful communicator, you should consider these before delivering your message, and act appropriately.Feedback...Your audience will provide you with feedback, verbal and nonverbal reactions to your communicated message. Pay close attention to this feedback, as it is the only thing that allows you to be confident that your audience has understood your message. If you find that there has been a misunderstanding, at least you have the opportunity to send the message a second time.Context...The situation in which your message is delivered is the context. This may include the surrounding environment or broader culture (corporate culture, international cultures, and so on).Effective Communication Importance of effective communication Effective communication helps us better understand a person or situation and enables us to resolve differences, build trust and respect, and create environments where creative ideas, problem solving, affection, and caring can flourish. As simple as communication seems, much of what we try to communicate to others—and what others try to communicate to us—gets misunderstood, which can cause conflict and frustration in personal and professional relationships. By learning these effective communication skills, you can better connect with your spouse, kids, friends, and coworkers. What is effective communication?

In the information age, we have to send, receive, and process huge numbers of messages every day. But effective communication is about more than just exchanging information; it also about understands the emotion behind the information. Effective communication can improve relationships at home, work, and in social situations by deepening your connections to others and improving teamwork, decision-making, and problem solving. It enables you to communicate even negative or difficult messages without creating conflict or destroying trust. Effective communication combines a set of skills including nonverbal communication, attentive listening, the ability to manage stress in the moment, and the capacity to recognize and understand your own emotions and those of the person you’re communicating with.While effective communication is a learned skill, it is more effective when it’s spontaneous rather than formulaic. A speech that is read, for example, rarely has the same impact as a speech that’s delivered (or appears to be delivered) spontaneously. Of course, it takes time and effort to develop these skills and become an effective communicator. The more effort and practice you put in, the more instinctive and spontaneous your communication skills will become.Effective communication skills #1: ListeningListening is one of the most important aspects of effective communication. Successful listening means not just understanding the words or the information being communicated, but also understanding how the speaker feels about what they’re communicating.Effective listening can:Make the speaker feel heard and understood which can help build a stronger, deeper connection between you.Create an environment where everyone feels safe to express ideas, opinions, and feelings, or plan and problem solve in creative ways.Save time by helping clarify information, avoid conflicts and misunderstandings.Relieve negative emotions. When emotions are running high, if the speaker feels that he or she has been truly heard, it can help to calm them down, relieve negative feelings, and allow for real understanding or problem solving to begin.Tips for effective listeningIf your goal is to fully understand and connect with the other person, listening effectively will often come naturally. If it doesn’t, you can remember the following tips. The more you practice them, the more satisfying and rewarding your interactions with others will become.Focus fully on the speaker, his or her body language, and other nonverbal cues. If you’re daydreaming, checking text messages, or doodling, you’re almost certain to miss nonverbal cues in the conversation. If you find it hard to concentrate on some speakers, try repeating their words over in your head—it’ll reinforce their message and help you stay focused.Avoid interrupting or trying to redirect the conversation to your concerns, by saying something like, “If you think that’s bad, let me tell you what happened to me.” Listening is not the same as waiting for your turn to talk. You can’t concentrate on what someone’s saying if you’re forming what you’re going to say next. Often, the speaker can read your facial expressions and know that your mind’s elsewhere.Avoid seeming judgmental. In order to communicate effectively with someone, you don’t have to like them or agree with their ideas, values, or opinions. However, you do need to set aside your judgment and withhold blame and criticism in order to fully understand a person. The most difficult communication, when successfully executed, can lead to the most unlikely and profound connection with someone.

Show your interest in what’s being said. Nod occasionally, smile at the person, and make sure your posture is open and inviting. Encourage the speaker to continue with small verbal comments like “yes” or “uh huh.”Effective communication skills #2: Nonverbal communicationWhen we communicate things that we care about, we do so mainly using nonverbal signals. Wordless communication, or body language, includes facial expressions, body movement and gestures, eye contact, posture, the tone of your voice, and even your muscle tension and breathing. The way you look, listen, move, and react to another person tells them more about how you’re feeling than words alone ever can.Developing the ability to understand and use nonverbal communication can help you connect with others, express what you really mean, navigate challenging situations, and build better relationships at home and work.You can enhance effective communication by using open body language—arms uncrossed, standing with an open stance or sitting on the edge of your seat, and maintaining eye contact with the person you’re talking to.You can also use body language to emphasize or enhance your verbal message—patting a friend on the back while complimenting him on his success, for example, or pounding your fists to underline your message.Tips for improving how you read nonverbal communicationPractice observing people in public places, such as a shopping mall, bus, train, café, restaurant, or even on a television talk show with the sound muted. Observing how others use body language can teach you how to better receive and use nonverbal signals when conversing with others. Notice how people act and react to each other. Try to guess what their relationship is, what they’re talking about, and how each feels about what is being said.Be aware of individual differences. People from different countries and cultures tend to use different nonverbal communication gestures, so it’s important to take age, culture, religion, gender, and emotional state into account when reading body language signals. An American teen, a grieving widow, and an Asian businessman, for example, are likely to use nonverbal signals differently.Look at nonverbal communication signals as a group. Don’t read too much into a single gesture or nonverbal cue. Consider all of the nonverbal signals you receive, from eye contact to tone of voice to body language. Anyone can slip up occasionally and let eye contact slip, for example, or briefly cross their arms without meaning to. Consider the signals as a whole to get a better “read” on a person.The importance of good communication Good communication is an essential tool in achieving productivity and maintaining strong working relationships at all levels of an organization. Employers who invest time and energy into delivering clear lines of communication will rapidly build up levels of trust amongst employees, leading to increases in productivity, output and morale in general.Poor communication in the workplace will inevitably lead to unmotivated staff that may begin to question their own confidence in their abilities and inevitably in the organization.Take steps to build on communicationWith more than 35 years of recruitment experience we understand the value of good communication. Below, we’ve outlined some of the key areas where organizations can improve and enhance their communications:

Define goals and expectations – Managers need to deliver clear, achievable goals to both teams and individuals, outlining exactly what is required on any given project, and ensuring that all staff is aware of the objectives of the project, the department and the organization as a whole.Clearly deliver your message – Ensure your message is clear and accessible to your intended audience. To do this it is essential that you speak plainly and politely – getting your message across clearly without causing confusion or offence. Choose your medium carefully – Once you’ve created your message you need to ensure it’s delivered in the best possible format. While face to face communication is by far the best way to build trust with employees, it is not always an option. Take time to decide whether information delivered in a printed copy would work better than an email or if a general memo will suffice.Keep everyone involved – Ensure that lines of communication are kept open at all times. Actively seek and encourage progress reports and project updates. This is particularly important when dealing with remote staff. Listen and show empathy – Communication is a two way process and no company or individual will survive long if it doesn’t listen and encourage dialogue with the other party. Listening shows respect and allows you to learn of any outstanding issues you may need to address as an employer.How Communication Work:

The exchange of information (a message) between two or more people.

These are many different models of the interpersonal communication process, but here are some of the key elements:

the sender or communicator (the person who initiates a message) the receiver or interpreter (the person to whom a message is directed) the message (the verbal and/or nonverbal content that must be encoded by the sender and

decoded by the receiver) the channel (the medium by which the message is delivered and received) the context (the setting and situation in which communication takes place) noise (anything that interferes with the accurate expression or reception of a message

The Communication Process or Cycle

Many of the problems that occur in an organization are the direct result of people failing to communicate. Faulty communication causes the most problems. It leads to confusion and can cause a good plan to fail.

Communication is the exchange and flow of information and ideas from one person to another. It involves a sender transmitting an idea to a receiver. And effective communication occurs only if the receiver understands the exact information or idea that the sender intends to transmit.Studying the communication process is important because you coach, coordinate, counsel, evaluate, and supervise through this process. It is the chain of understanding that integrates the members of an organization from top to bottom, bottom to top, and side-to-side.. What is involved in the communication process ?

The steps involved in this process are:1. Idea: Information exists in the mind of the sender (who is the source). This can be a concept, idea, information, or feelings.2. Encoding: The source initiates a message by encoding the idea (or a thought) in words or symbols and sends it to a receiver. The message is the actual physical product from the source encoding. When we speak, the speech is the message. When we write, the writing is the message. When we gesture, the movements of our arms and the expressions of our faces are the message.3. The Channel: The channel in the communication process is the medium that the sender uses to transmit the message to the receiver. Care needs to be exercised in selecting the most effective channel for each message. Even though both an oral and a written medium may be appropriate to transmit a particular message, one medium may be more effective than the other. To illustrate, let’s assume that an individual desires an immediate reply to a question. Although the message could be in either an oral or a written form, the oral medium most likely will be more effective because of the immediacy, if required.In selecting an appropriate channel, the sender must assess the following factors, as the situationDemands.

need for immediate transmission of message, (Fax instead of letter) need for immediate feedback, (Phone instead of fax) need for permanent record of the message, (Written rather than oral) degree of negotiation and persuasion required, (Personal meeting – face-to face) the destination of the message, and (Far flung area – letter only) -the nature of the content of the message. (Has to be a contract –written) In addition, the

sender should take into consideration his/her skill in using each of the alternative channels, as well as the receiver’s skill in using each of the channels. Communication

rarely takes place over only one channel; two or three even four channels are normally used simultaneously.

Example: in face-to-face interactions, we speak and listen but we also gesture and receive these signals visually.4. Decoding: It is the act of understanding messages (words or symbols). This is known as Decoding.When the sound waves are translated into ideas, we are taking them out of the code they are in, hence decoding. Thus, listeners and readers are often regarded as Decoders. During the transmitting of the message, two processes will be received by the receiver. Content and Context.Content is the actual words or symbols of the message which is known as language – i.e. spoken and written words combined into phrases that make grammatical and semantic (meaning) sense. We all use and interpret the meanings of words differently, so even simple messages can be misunderstood (Are you going to give me or not?). And many words have different meanings to confuse the issue even more (You are smart.).Context is the way the message is delivered and is known as Paralanguage - tone of voice, the look in the sender's eye's, body language, hand gestures, state of emotion (anger, fear, uncertainty, confidence, etc.). Paralanguage causes messages to be misunderstood as we believe what we see more than what we hear; we trust the accuracy of nonverbal behaviors more than verbal behaviors. Many managers think they have communicated once they told someone to do something, "I don't know why was not the work done?I told my Secretary to do it." As a matter of fact, the secretary misunderstood the message.Remember: A message is never communicated unless it is understood by the receiver. Question arises then, how do you know a message has been properly received?5. Feedback: By two-way communication or feedback. This feedback will tell the sender that the receiver understood the message, its level of importance, and what must be done with it. So the feedback loop is the final link in the communication process. Feedback is the check on how successful we have been, in transferring our messages as originally intended. It determines whether understanding has been achieved or not. The purpose of feedback is to change and alter messages so the intention of the original communicator is understood by the second communicator. It includes verbal and nonverbal responses to another person's message.There are five main categories of feedback. They are listed in the order in which they occur most frequently in daily conversations.1. Evaluation: Making a judgment about the worth, goodness, or appropriateness of the sender's statement.2. Interpretation: Paraphrasing - attempting to explain what the sender's statement means.3. Support: Attempting to assist or support the sender.4. Probing: Attempting to gain additional information, continue the discussion, or clarify a point.5. Understanding: Attempting to discover completely what the sender means by his/her statement.

Communication Network:

Eliminating Barriers: Important Measures to Overcome the Barriers of Communication

In order to remove hindrances in the way of communication the following steps are worth consideration:(1) Clarify Ideas before Communication: The person sending the communication should be very clear in his mind about what he wants to say. He should know the objective of his message and, therefore, he should arrange his thoughts in proper order barriers of communication.(2) Communicate According to the Need of the Receiver:The sender of the communication should prepare the structure of the message not according to his own level or ability but he should keep in mind the level, understanding or the environment of the receiver.(3) Consult Others before Communication:At the time of planning the communication, suggestions should be invited from all the persons concerned. Its main advantage will be that all those people who are consulted at the time of preparing the communication plan will contribute to the success of the communication system.(4) Be Aware of Language, Tone and Content of Message:The sender should take care of the fact that the message should be framed in clear and beautiful language. The tone of the message should not injure the feelings of the receiver. As far as possible the contents of the message should be brief and excessive use of technical words should be avoided.(5) Convey Things of Help and Value to the Listener:The subject matter of the message should be helpful to the receiver. The need and interest of the receiver should specially be kept in mind. Communication is more effective in such a situation.(6) Ensure Proper Feedback:The purpose of feedback is to find out whether the receiver has properly understood the meaning of the information received. In the face-to- face communication, the reaction on the face of the

receiver can be understood. But in case of written communication or some other sort of communications some proper method of feedback should be adopted by the sender.(7) Consistency of Message:The information sent to the receiver should not be self- contradictory. It should be in accordance with the objectives, policies, programmes and techniques of the organisation. When a new message has to be sent in place of the old one, it should always make a mention of the change otherwise it can create some doubts.(8) Follow up Communication:In order to make communication effective the management should regularly try to know the weaknesses of the communication system. In this context effort can be made to know whether to lay more stress upon the formal or the informal communication would be appropriate.Similarly, suggestions can be invited in respect of the medium of communication (oral, written and gestural) to know as to which medium would be more effective and appropriate.(9) Be a Good Listener:It is the essence of communication that both the sender and the receiver should be good listeners. Both should listen to the each other’s point of view with attention, patience and positive attitude. A sender can receive much relevant information by being a good listener.

Listening Skills:

Listening is the ability to accurately receive and interpret messages in the communication process.

Listening is key to all effective communication, without the ability to listen effectively messages are easily misunderstood – communication breaks down and the sender of the message can easily become frustrated or irritated.

Listening is so important that many top employers provide listening skills training for their employees. This is not surprising when you consider that good listening skills can lead to: better customer satisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn can lead to more creative and innovative work.

Many successful leaders and entrepreneurs credit their success to effective listening skills. Richard Branson frequently quotes listening as one of the main factors behind the success of Virgin. Effective listening is a skill that underpins all positive human relationships, spend some time thinking about and developing your listening skills – they are the building blocks of success.

Good listening skills also have benefits in our personal lives, including:

A greater number of friends and social networks, improved self-esteem and confidence, higher grades at school and in academic work and even better health and general well-being. Studies have shown that, whereas speaking raises blood pressure, listening brings it down.Listening is not the same as Hearing

Hearing refers to the sounds that you hear, whereas listening requires more than that: it requires focus. Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree to which you perceive and understand these messages.

Active Listening:

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. The way to become a better listener is to practice "active listening." This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, try to understand the complete message being sent.

In order to do this you must pay attention to the other person very carefully.

You cannot allow yourself to become distracted by whatever else may be going on around you, or by forming counter arguments that you'll make when the other person stops speaking. Nor can you allow yourself to get bored, and lose focus on what the other person is saying. All of these contribute to a lack of listening and understanding.

For instance:

We listen to obtain information. We listen to understand. We listen for enjoyment. We listen to learn.

Good communication skills require a high level of self-awareness. By understanding your personal style of communicating, you will go a long way towards creating good and lasting impressions with others.

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 say.

1. Pay Attention

Give the speaker your undivided attention, and acknowledge the message. Recognize that non-verbal communication also "speaks" loudly.

Look at the speaker directly. Put aside distracting thoughts.

Don't mentally prepare a rebuttal! Avoid being distracted by environmental factors. For example, side conversations. "Listen" to the speaker's body language.

2. Show That You're 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 each point before asking questions. 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 in a way that you think he or she would want to be treated.

Empathetic Listening:

Empathetic Listening is a technique which can help you manage and avoid disruptive and assaultive behaviors. The foundation of the technique can be summarized in 5 simple steps

1. Provide the speaker with your undivided attention. This is one time “multi-tasking” or “rapid refocus” will get you in trouble.

2. Be non-judgmental. Don’t minimize or trivialize the speaker’s issue.3. Read the speaker. Observe the emotions behind the words. Is the speaker angry, afraid,

frustrated or resentful? 4. Respond to the emotion as well as the words.5. Be Quiet. Don’t feel you must have an immediate reply. Often if you allow for some

quiet after the speaker has vented, they themselves will break the silence and offer a solution.

The Benefits of Empathic Listening

Empathic listening (also called active listening or reflective listening) is a way of listening and responding to another person that improves mutual understanding and trust. It is an essential skill for third parties and disputants alike, as it enables the listener to receive and accurately interpret the speaker's message, and then provide an appropriate response. The response is an integral part of the listening process and can be critical to the success of a negotiation or mediation. Among its benefits, empathic listening

1. builds trust and respect,2. enables the disputants to release their emotions,3. reduces tensions,4. encourages the surfacing of information, and5. Creates a safe environment that is conducive to collaborative problem solving.

Though useful for everyone involved in a conflict, the ability and willingness to listen with empathy is often what sets the mediator apart from others involved in the conflict.

The active role of silence:

It's kind of Zen-like to say this, but one of the most important parts of any conversation is the silence. Silence can serve many functions in a conversation and how you manage it determines your level of sophistication in communication. Here are some points to keep in mind about silence in communication.

1. Allowing silence in a conversation puts pressure on the other person.

For instance, in some cultures, if you are a young person and want to talk with a person to talk with a person of authority, you are expected to approach them and wait to be recognized. You aren't supposed to speak until you are acknowledged. This sort of silence is a sign of respect. It's akin to, "Children should be seen and not heard," if you remember that phrase from long ago.

2. Silence can indicate hostility or disagreement.While it's almost never an indication of indifference, silence can indicate that the other person is

having negative emotions. When we experience anger, fear, or embarrassment, our thinking brain shuts down. We sit there fuming, unable to speak.

3. Silence can indicate profoundness, such as respect, awe or horror.Sometimes when we're listening to someone else, we hear something that leaves us speechless because it really goes beyond words. Listening to someone talk about a dreadful trauma they've endured, or a beautiful, almost-sacred interaction with another human being, or a description of an awesome natural event such as a sunset or a volcano eruption are examples. Somehow when we listen to such things, the ordinary "Oh" and "Wow" and "That's awesome" don't seem enough, and so we fall silent.

4. Silence can indicate contemplation.The more introverted your communication partner, the more likely they will think before they speak. Extraverts discover what they're thinking and how they feel by talking. Introverts figure it all out inside their own head and heart before giving voice to it.

5. Silence can be intentional rudeness.Because of the nature of normal conversation in the US, allowing an extended silence can be perceived as rudeness, and even meant that way. Refusing to reply to the other person is a way of ignoring them.

6. Silence can create a listening space.When you are profoundly listening to someone, you create an open space for them to talk that's almost palpable. Good listeners know how to do this, and it can be learned. It's an openness that you transmit through nonverbal means. Study emotional intelligence and nonverbal communication, and you'll pick up on these cues better.

For instance, if you really are giving your undivided attention to someone else, your pupils will widen. This is a sign that you're willing to "let it all come in," in the same way that opened pupils allow more light to come in.

7. Silence can indicate empathy.Silence can be an indication of empathy. When we are really tuning in to how the other person is feeling about what they're saying, we're listening more to the tone of their voice, cadence and speed rather than the actual words, and so replying with words may not be the attuned response.

We indicate this to the other by being slow to respond and not jumping in to words. Sometimes sounds are more attuned... a murmur, a sigh, sucking in the breath in shock, soothing, cooing sounds, clucking, or shaking the head and going uh, uh, uh. Similarly, we use the sound "hmmm" when we are deep in thought contemplating what the other has said.

Excellent communicators:

Can allow silence when it's effective or called for Avoid being pressured into "spilling" when silence is used manipulatively Offer silence as a gift or sign of respect

Interpret the silence of others appropriately Understand the way other people and other cultures use silence Mindfully regulate the use of silence in a conversation Are comfortable with silence and understand its many uses.

Interpreting Responses

Interpreting non-verbal communication

It has been stated that non-verbal communication plays a role in every kind of discourse, and in professional interpretation, it is crucial as well. This chapter discusses the following problems: in what situations and to what extent can the professional interpreter make sense of non-verbal communication? Where exactly in the brain is this interpretation of non-verbal communication located? For this chapter, websites were studied, since they are often more recent than books. Similar to the act of translation, the act of interpretation is influenced by many factors. This is why this chapter tries to give a different view by mentioning aspects from the fields of sociology, neurophysiology and psychology,

The importance of face-to-face situations

Non-verbal communication does not only play a role in face-to-face situations. It is also important in mediated communication, for example, as this is the case for telephone interpreting, where the interpreter does not see the speaker. Non-verbal communication is also crucial for every other kind of professional interpreting where the speaker cannot be seen. It is important, because even in such situations the voice itself can express non-verbal paralinguistic messages. Those messages, for example, are intonation, tone of voice.

The importance of a shared culture

The differences between the use of verbal elements and the use of non-verbal elements can be described as the difference between doing and communicating about doing. It is believed that non-verbal communication is continuous, while verbal communication is discontinuous. Furthermore, as we have seen, verbal activity never stands alone – it is always joined by non-verbal action. Non-verbal action can be dynamic and spontaneous, but usually it is patterned by the respective culture. A successful interpretation of non-verbal elements conveyed by the speaker requires the same understanding of the symbols shared between interpreter and speaker.. Interpreting non-verbal elements: neurophysiologic aspectsWhat is the biological explanation for the process of interpreting non-verbal elements, for the interpretation of gestures or other signs, as well as for the supposition that this process happens even before the act of interpreting utterances? It has been proved that emotional areas of the brain fire up even as cognitive areas fire up when discussing emotional topics. That means that the emotional areas of an interpreter’s brain will work as well as the cognitive areas, when the interpreter listens to an angry speaker who raises his voice. Of course, “good” interpreters should not show emotions and must remain impartial. Sensory Modes in Communication

Connecting with others in the process of speaking up involves not only using the language of assertiveness but also understanding the subtle modes of communication which we all employ when speaking.  Each of us has a preferred learning mode.  

Think about what is the best learning mode for you.

Are you a person who remembers more if you hear what you need to learn?   Are you someone who learns best through visual learning – reading, watching a film, or

seeing pictures of how to do something?   Are you someone who learns best if you have hands on approach and someone assists

you as you try something new?   Each of us is different and we each learn best in one of these modes.

In addition I am more likely to speak in the mode in which I am most comfortable.  For example if I am a visual person, then I might say, “I SEE what you mean.”  Or I might say “This explanation is not CLEAR to me.”

If I am a more auditory person, then I might say, “I HEAR what you’re saying.”  Or I might say, “That SOUNDS just right for me.”

If I am a more touch oriented person, I might say, “I GET it.”  Or “I keep BUMPING into a problem when I try to do this.”   I might also say, “ I have the solution right at my FINGERTIPS.”

Most people are capable of moving between modes and using visual sometimes, auditory other times, etc.  

Factors That Influence the Communication Process

Perception

Perception is a process by which the meanings of messages are interpreted. The way messages are perceived is related to a combination of a person’s social and cultural influences, gender, educational background and knowledge, and past experiences (Schuster 2010). This complex mix of influences means that no two people are likely to perceive the same message in exactly the same way. Some of the strongest influences on the way messages are sent and their meanings perceived are the attitudes, values and beliefs that individuals hold (Van Der Molen & Gramsbergen-Hoogland 2005). Clinical Interest Box 6.1 demonstrates communication in process.

Attitudes, values and beliefs

Attitude is the way one person behaves towards another. A person’s attitude can be positive, or negative and unpleasant. An unpleasant attitude in the workplace makes other people feel uncomfortable and it is detrimental to the wellbeing of clients (Pullen 2007). Attitude can be

influenced by what is happening in a person’s life. For example, a fight with a friend may create feelings of anger or distress. Such feelings can be reflected in a negative, even hostile, attitude towards others, which can change the way messages are transmitted and received. Nurses have a professional responsibility to maintain a positive attitude towards clients at all times, so every effort must be made to put personal concerns and feelings aside when communicating with clients, relatives and other health professionals in the workplace (Thomas et al 2009).

Attitude towards others is also related to the values and beliefs that a person holds about the ideas or practices of other people in society, and they are not always consciously recognised. For example, cultural values commonly lie outside conscious awareness and are often simply taken for granted as being the right values.

Differences in knowledge

When the level of knowledge between two people is different, communication can be difficult. For example, an individual’s level of knowledge may be so far above that of the person being spoken to that the meaning of the message may be lost entirely (Ellis 2009). The nurse must take care to express messages in words and phrases that will be understood. For example, a nurse who is familiar with nursing or medical language, especially jargon, may forget that a client may not be, and if words or phrases are used that are not part of the client’s vocabulary the message may be misinterpreted. The use of specific language that is familiar to members of a subculture or profession may confuse, frighten or alienate people who are not part of that subculture or profession. For example, not every male client will know what the nurse means when asked, ‘Do you need a bottle?’ The word bottle is nursing jargon used to describe a portable male urinal but it could easily be perceived as meaning something entirely different.

Past experiences

Past experiences can have a powerful effect on a person’s perceptions of the meaning of messages. For example, a client who has had a previous traumatic and painful experience in hospital may discount, distrust or disbelieve messages from the nurse that pain after surgery will be controlled. The nurse can help by talking with the client about the past experience and explaining fully every measure that will be implemented to ensure adequate pain relief (Schuster 2010).

Emotions

Emotions strongly influence how a person relates to other people, and the power of emotion in communication should not be underestimated (Schuster 2010). Nurses must also be aware that if they become too emotionally involved with the suffering experienced by a client, they may be unable to effectively meet that client’s needs. This aspect is one of the most difficult situations faced by nurses, as on the one hand nurses must become emotionally involved to assist clients, while on the other hand personal emotions cannot be allowed to adversely affect client care (Bach & Grant 2009). All nurses need to be aware of their emotions, and many find it helpful to talk with other experienced nurses about what they are feeling and experiencing.

It is also important to realise that, if people cultivate ‘emotional distance’ in an interpersonal interaction, they prevent any deep sharing of meaning and may even arouse animosity. For example, if a client feels that a nurse is treating them as an ‘interesting case’ or a ‘problem’ rather than as a person, they are likely to feel resentful, and therapeutic communication is not likely to occur.

Relationships and roles

The style and type of communication that occurs between people depends on the quality and type of relationship that exists between them. Individuals communicate in ways that they perceive are appropriate to particular relationships and the roles they have within them. For example, a woman might communicate passively and non-assertively with the medical officer and the nurse but may be assertive with her husband, dominating with her children and bossy towards her colleagues at work (Timmins & McCabe 2005).

There are numerous types of interpersonal relationships, including those between friends, acquaintances, work colleagues, family members and partners. It is usually only when there is enough trust in a relationship that totally honest communication occurs, when ideas, judgments and emotions can be revealed without fear of reprisal, humiliation or rejection.

Environmental setting

Effective communication is more likely to occur if it takes place within a setting that is conducive to listening and concentrating (Ellis 2009). An area that is at a comfortable temperature, private and free from noise and other distractions is suitable, whereas an area where there is noise or a lack of comfort or privacy may create tension and confusion, making effective communication difficult. For example, background noise and the movements of other people in the environment may distract the listener, and even missing one or two vital words in a sentence can result in the meaning of a whole sentence being lost.

Ideally clients should be able to communicate with health professionals and other people in a private room, but this is sometimes difficult to achieve in busy healthcare facilities. Nurses should, whenever possible, talk with clients about personal issues in a private area. Clients can be accompanied to an interview room or even a quiet garden area to gain privacy. The very least that nurses can do if the client does not have a single room is to close the curtains surrounding the bed, speak quietly and avoid discussing personal details while visitors are in the area.

Prejudice Reduction Programs

The term "prejudice" refers to stereotypes which lead parties to view their opponents as threatening adversaries who are inherently inferior or are actively pursuing immoral objectives. Such prejudices lead the parties to view others as enemies who must be actively opposed. This results in a persistent level of destructive tension which can easily escalate into a highly destructive, all-out confrontation.

Prejudice reduction refers to a collection of techniques designed to break down these destructive stereotypes. Most often prejudice reduction programs take place on a small scale--in workshops, for example, which bring together people from different groups to help them develop a better mutual understanding.  At times, efforts are made to reduce prejudice among the general population.  This can be done with widespread media efforts and/or public education programs, often implemented during the grade school years.

In both small scale and large scale efforts, a first step which is critical to the success of these programs is an ability to overcome the many communications problems cited elsewhere in this training program. This is because a great deal of prejudice arises from simple misunderstandings and the tendency to make worse case assumptions in the absence of reliable information. At the workshop level, facilitators can help people explore their stereotypes, and learn to communicate with each other in a more open, trusting, and receptive way.  At the community or societal level, misunderstandings can be addressed through carefully crafted public media campaigns and/or education programs designed to counter common stereotypes and present all groups in their best possible light.

The final key to prejudice reduction is the willingness of the parties to tolerate their differences, especially with regard to moral issues. This is where the integrative system's search for common values which transcend differing values becomes critical. 

Understanding the Situation or Environment Using Communication Tools

Environmental governance as a communication challenge

Environmental governance poses a significant communication challenge. By accepting a broader concept of governance, the number of stakeholders to be reached and be involved in the decision- making process is wider than ever. Stakeholders are here defined as “individuals or organizations who, directly or indirectly, stand to gain or lose from a given activity or policy” 4. Each of these stakeholders has a different level of perceptions, knowledge, interests and attitudes towards an environmental issue, and need to be approached in a different way. The communications challenge also relies on the need to fill the comprehension gap between the technical expertise and the understanding of the public and the need to relate environmental solutions to socio-cultural norms and beliefs. Therefore, to address environmental management holistic approach and coordinated actions by several stakeholders are needed, thus requiring good communications and cooperative behaviors.For these above explained reasons, environmental communications can play a vital role in facilitating the process of environmental management. We define environmental communications as the “planned and strategic use of communication processes and media products to support effective policy making, public participation and project implementation geared towards environmental sustainability.Situation and stakeholder’s analysis Environmental communication assessment Communication assessment should takes place after the main problem has been already assessed, analyzed, and an alternative and feasible solutions identified. This preliminary analysis forms the basis upon which an environmental program / project, with welled fined environmental objectives, would be designed. In this phase the main communications challenges could be

predicted (e.g. gaining consensus about a new regulation or promoting a new practice). In this phase, an initial research is to be performed, by using mainly secondary sources (e.g. Project Documents, Environmental Strategy, Policy notes, etc.), however when a more accurate and direct appraisal of the situation is needed, in-depth surveys, field visits, consultations and interviews with key informers, can take place.

Core communication analysisOnce the preliminary analysis has been taken place, the next step would be to have a deeper analysis on the governance process of the environmental initiative, focusing on four main aspects: Analysis of the socio-political context, which draws a picture of the country’s socio-political setting, paying special attention to the current challenges the country is facing and how they impact and they are communicated to people.Analysis of the sender, which is defined according to the communication needs assessment previously carried out and it can be often (but not always) associated with the environmental authority responsible for design and/ or implementing an environmental policy or project and, which may be responsible for communicating the its content. Analysis of the receiver, which focuses on opinions and beliefs of the groups in need of information and whose awareness, attitude or behavior, may need to be changed for the environmental initiative to succeed. Analysis of the channels provides an overview of the overall media context, looking at formal and informal or traditional forms of communications that stakeholders use to send and receive information.

. Analysis of the socio-political context

Analysis of Channel Analysis of the Receiver Analysis of the sender

The 4 Delivery Methods

Even though your confidence will grow as you get through your speech, the way it is received will hinge on the method you use to deliver it. There are four ways to deliver a speech: you can memorize it, read it, give an impromptu speech, or speak extemporaneously.

Memorization

Messages

Feedback

Delivering a word-for-word memorized speech is very difficult, and I don't advise novice speakers to do it. Memorizing puts too much pressure on you, and unless you're an exceptionally fine deliverer, it will sound memorized. In many companies, people who memorize are much touted and I agree that it is impressive. However, in the final analysis, if a speaker is interesting and thought provoking, the audience doesn't mind if notes are used.

Professional speakers often memorize their speeches because they frequently use the same speech. Yet for each new audience they make cuts or additions and customize the speech. Only a very fine speaker can do the same speech over and over again and make it seem fresh each time. So unless you're a very proficient actor—or a politician whose every word will be analyzed in tomorrow's newspaper—don't memorize your speech. "He who speaks as though he were reciting," said Quintilian, "forfeits the whole charm of what he has written."

Reading

Reading a written speech has similar pitfalls. Unless your writing is superb and you are a true prose stylist, it's usually a mistake to read verbatim. Presidents of the United States are a notable exception, and they tend to have very good writers on staff. I once heard Jane Trahey, a gifted writer, make a keynote speech. Even though she read the speech, she made it work because her remarkable writing carried her delivery.

But most of us are not exceptional writers, and we stiffen up when we have to write something down. Lacking the confidence professional writers exhibit in their prose style, our written language becomes stilted. Compare a newspaper headline to the way you would relay news to a friend. In conversation we tend to be more natural, using shorter sentences, more colorful language, contractions, and slang. We're more informal and more interesting, which is exactly how a speech should be.

Another drawback of reading is that when you read your speech, you're communicating with the text instead of the audience. Novice speakers often believe that if they memorize their speeches by reading them over and over word for word; they'll be able to stand up and deliver the speech verbatim without reading. It's a great idea, but it just doesn't work. And if you practice by reading from a written manuscript, you will become so wedded to the paper that it is virtually impossible to break away from it. You also lose most of the expressiveness and engaging body language that make speeches work in the first place.

If you feel that you must read your speech, begin by talking it into a tape recorder; then type it up and read from that script—at least then the speech will sound like spoken language.

Impromptu

If you've become known as a speaker, people will sometimes ask you to stand up and give a talk on the spur of the moment. (And this can happen no matter what your status as a speaker is.) Bishop Fulton Sheen went so far as to say, "I never resort to a prepared script. Anyone who does not have it in his head to do 30 minutes of impromptu talk is not entitled to be heard."

Once you've had some experience speaking, you'll probably do a good job with an impromptu speech. Its elements are a condensed version of any prepared speech of general communication. The more you plan, prepare, and polish your formal presentations, the more persuasive you will be in all your communications.

Know your main point. Know your purpose. Work in a couple of good examples. Try for a memorable conclusion. Be sure to make a circle (relate your conclusion back to your opening). People always

find this very impressive.

If you are known in a certain field, it's always a good idea to have a few brief speeches under your belt that you can deliver impromptu.

Extemporaneous

If you shouldn't memorize your speech, and you shouldn't read it, and you don't want to speak off the top of your head unless you absolutely have to, what is the best kind of delivery? The fourth kind—the extemporaneous speech—is the one that works best for almost every speaker. It means being very well prepared, but not having every word set. From the beginning, practice using notes, but never a typed script. The idea of practicing is not to memorize your speech but to become thoroughly familiar with the expression and flow of ideas. Don't memorize; familiarize. You can also prepare by reciting your speech into a tape recorder, using your outline to guide you. Again, talking keeps your speech fresh and helps you avoid the traps of written words.

BODY LANGUAGE

Our own behavior can affect those around us. We try to draw impressions of people, and they of us, by observing both their verbal and non-verbal behavior. We communicate a lot without saying a word. It is estimated that over 75 percent of the messages we deliver are communicated non-verbally. We express ourselves using what is known as body language. Body language can be as simple as a frown on your face, a smile, crossing your arms, or tapping your pen on a desk. Some convey hostility, others show open friendliness. Body language includes our gestures, facial expressions, dress, and grooming style. Researchers have documented some non-verbal expressions common to all cultures. However, cultures show these common expressions in different ways. These common expressions are: • Joy • Sorrow • Fear • Anger • Surprise • Disgust

Message Delivery Channels

It is important to recognize that there are many message delivery channels. The following table lists several delivery channels.

Channel Examples

Face-to-face health care professional to patient, or your organization's staff member to state partner agency or individuals in the community

Group delivery small group meetings or public meetings

Organizational constituents of influential community organizations

Mass media radio, television, newspaper, or direct mail

Community employers, schools, malls, health groups, or local government agencies

Combination a combination of any of the channels listed above

To evaluate the effectiveness of a channel to your given message, consider the following questions.

Is the channel appropriate for the health risk problem/issue and messages? Will the target audience find the channel credible and accessible? Does the channel fit the program purpose (inform, allay fears, influence attitudes, or

change behavior)? Is the channel feasible, considering your schedule and budget? How many can you

afford?

Identifying Specific Communication Tools

The tools you will use depend on your audience, how participants prefer to receive information, and the information you need to communicate. The following is a list of tools you should consider:

Briefings Community mailings Exhibits Fact sheets Newsletters Open house Presentations Public meetings Small group (or focus group) meetings Telephone contacts.

How to Determine the Appropriate Communication Channel

Step 1

Identify your target audience. Find out the job titles of the people who make or influence decisions about purchasing the type of products you supply. Review the media information packs of magazines and newspapers that claim to reach your target audience. Draw up a shortlist of publications you could use for advertising or editorial coverage. Ask the sales team if they meet the key decision makers face-to-face. If they do, you can use the sales force to communicate information. Consider how you could use your website to communicate with the audience. Companies use the Internet to gather preliminary information when they are considering a purchase.

Step 2

Analyze the message you want to communicate. Use channels such as advertisements, email or short messages on social media such as Twitter to communicate a simple message, such as a price change or new product announcement. Select a channel that allows you to treat a topic in more depth if you want to explain the benefits of a new product or a strategic change in your company. Consider feature articles in magazines read by your target audience, detailed technical papers available from your website or speaking opportunities at industry conferences attended by your target audience.

Step 3

Calculate the cost of communicating through the channels you have identified. Obtain advertising rates from media publishers, ask designers and printers for quotes on producing printed documents such as technical papers and calculate the cost of direct sales calls on key decision-makers.

Step 4

Choose interactive channels if you want to obtain feedback or monitor opinions of your company and your products. Set up a forum or product review page on your website to encourage visitors to share their views. Monitor social media for material that relates to your company. Respond to comments to build dialogue and protect your reputation.

Step 5

Work with communications professionals to develop and implement your communication strategy. Appoint a public relations consultant to handle relations with the media – ensuring that press releases appear in the right publications and gaining editorial coverage in influence.