Objectives.......................................................................................................................................................2
FOUR KEY CONCEPTS OF COMMUNICATION....................................................................................3
INFORMING VS COMMUNICATING.......................................................................................................4
FILTERS AFFECTING COMMUNICATION AND WHAT TO DO ABOUT THEM..............................5
FUN ACTIVITY
Brevity Is the Soul of Wit..............................................................................................................................8
MOTIVATION............................................................................................................................................10
MOTIVATIONAL FORCES.......................................................................................................................11
INTERNAL Vs EXTERNAL......................................................................................................................11
VERBAL COMMUNICATION
Ego States and Communication...................................................................................................................12
NONVERBAL SIGNALS...........................................................................................................................13
PERSONAL SPACE....................................................................................................................................14
ASSOCIATION APPROXIMATION.........................................................................................................15
GESTURES AND POSTURES...................................................................................................................16
PALM POWER............................................................................................................................................17
PALM POSITIONS ILLUSTRATED:........................................................................................................18
HANDS AND ARMS..................................................................................................................................20
ARM BARIERS...........................................................................................................................................24
LEG BARRIERS.........................................................................................................................................26
CHAIR STRADDLING...............................................................................................................................26
CHEEK, CHIN AND HEAD.......................................................................................................................28
FACIAL EXPRESSIONS............................................................................................................................33
Objectives
Upon completion of this module, you should
understand:
• Four key concepts of communication.
1.
Communication is not necessarily talking. It is
always a team effort between listener and
speaker.
2.
Communication is separate from information.
3.
Communication is non-repeatable.
4.
We should consider the total message whenever
we speak.
• INFORMING
• COMMUNICATING
4. Communication is an act
5. Two-way
6. Feedback is necessary
7. Best for motivating others to perform
WHAT TO DO:
8. Create feedback systems
9. Keep the message simple
10. Repeat key points frequently
WHAT TO DO:
11. Encourage two-way exchange
WHAT TO DO:
13. Schedule activities and interaction for early
in the day
• PERCEPTION:
14. Faulty decoding and/or interpretation of the
message.
WHAT TO DO:
15. Keep the message simple
16. Paraphrase your point often
17. Use feedback techniques
WHAT TO DO:
19. Uncover the cause
20. Use feedback
• LACK OF COMPREHENSION:
21. Too much material covered in too short a
time; material not clearly laid out; material too
complex for the audience.
WHAT TO DO:
22. Plan your communication in advance
23. Don’t lecture. “inform” your audience
24. Be precise, concise and clear
25. Keep your message simple
26. Structure it logically
2. Do not print the answers on the handouts. See who can guess the adage
which is at the root of the verbose sentences. Let participants make up their
own wordy witticisms. The answers are:
DISCUSSSION
1. Why is it so important to use clear, concise language in our business
correspondence? Why do some people insist on using unnecessary large
words and long-winded sentences when they can write memos or business
letters?
2. What are the negative consequences of trying to impress others with a large
vocabulary or a complex way of writing?
• INTERNAL
32. Desire for feeling of accomplishment
bolstered by:
- Enriching jobs
- Congruence between personal ideas and
company projects
• EXTERNAL:
• PARENT
37. One way communication:
- Dictatorial and critical
• ADULT
38. Two-way communication:
- Receptive and nonjudgmental
• CHILD
39. Two-way communication:
- Dependent and submissive
INTIMATE ZONE:
6-8 Inches
Reserved for people who have right to be that close to us.
PERSONAL ZONE:
1.5 TO 4 feet
Normally maintained between two friends in conversation.
SOCIAL ZONE:
4 TO 12 feet
“Stand back so I can see you”
“Keep him at arm’s length”
In business, the prime protector of the social space is a desk.
PUBLIC ZONE:
Over 12 feet
Usually reserved for people who we don’t care to notice or
interact with.
X X X
X
Cooperation Conversation
X X O X
Competition Non-Communication
• Correlation:
43. Attitude and body postures
45. Palms
• PALM FACING UP
• POINTED FINGER
PALM POSITIONS
• DRUMMING FINGERS
• HIGH YIELD
• LINT PICKING
• VARIATIONS:
CHAIR STRADDLING
80. Indicates a desire for dominance, urge to take
control
81. To disarm straddlers:
- Stand or sit behind them
- Speak while standing above them and move into
their personal territory
BOREDOM
INTERESTED EVALUATION
• WITHHOLDERS
• REVEALERS
• UNWITTING EXPRESSORS
• SUBSTITUTE EXPRESSORS
• FROZEN-EMOTION EXPRESSORS
• EVER-READY EXPRESSORS
• FLOODED-EMOTION EXPRESSORS