Communication skills Flashcards
Process of transmitting information, ideas, thoughts, feelings or opinions between two or more participants
Communication process
This is the part that conceptualizes the message and sends it
Sender
This is using verbal or non-verbal methods to put the information into a message
Encoding
Medium through which the message is conveyed
Channel
Person for whom the message is intended or targeted
Receiver
When the receiver interprets the message in the best possible manner
Decoding
Ensures that the message was sent correctly and the receiver has received it
Feedback
Barriers or alterations in communication.
Noise
Mom (through phone) please clean you room, son!
Message
Please clean your room, son!
Mom (through phone) please clean you room, son!
Son: What? (Over music at the club)
Sender:
Mom
Mom (through phone) please clean you room, son!
Son: What? (Over music at the club)
Receiver:
Son
Mom (through phone) please clean you room, son!
Son: What? (Over music at the club)
Noise:
Music at the club
Mom (through phone) please clean you room, son!
Son: What? (Over music at the club)
Feedback
What?
Mom (through phone) please clean you room, son!
Son: What? (Over music at the club)
Channel
Phone
What can the sender do for the receiver to understand better?
Rephrase.
Verbal communication makes up _ of the message
10%
Non-verbal communication makes up _ of the message
90%
Everything surrounding the message, culture, time, place, situation
Context
The encoding should be
Clear
We should take care of _ depending on the context
Language Emotions Time Signals Non-verbal communication
One thing to change could be
Picking the right time and context depending on the importance of the message
VC:
Voice
Tone Volume Emotions Speed Pronunciation
VC:
Empathy
Summarizing
Repeating
Questioning
Paraphrasing
NVC:
Body language includes:
Nodding Smiling Posture Facial expression Eye contact
What can complicate communication, besides noise, on a day to day basis?
Making assumptions with no FEEDBACK
Smiling, frowning and blinking are
Facial expressions
Hand movements, nodding, clapping
Body language or KINESICS
Rolling eyes, looking face to face or at the floor are part of
Eye contact
Crossing hand, straight or bent down
Posture
Closeness
Proxemics
Intimate
Touching to 30cm
Personal
30cm to 1m
Social
1m to 2m
Public
2m to 3.5m
Sweating, tics, biting lips, nervous laughter indicate
Physiological changes
Three filter test
True
Good
Useful
Posture indicates
Interest
The eyes show
Emotions
He made the three filter test
Socrates
This affects heavily how the message is sent depending on the situation
Emotions
