Introduction to communication skills Flashcards
1
Q
What is communication
A
It is the art and process of creating common understanding between two or more parties
2
Q
Barriers to effective communication
A
Race/culture Language Emotional state Gender differences Mental state
3
Q
Communication process
A
Source -> Encoding -> Channel -> Decoding -> Receiver
4
Q
Source
A
- The sender of the message
- Source must have a clear message they want to convey
- Should be aware of the need to transmit the correct meaning
- Have an expected result after conveying their message
5
Q
Message
A
- The info which one wishes to share
- If a sender cannot encode or present their message properly then the communication process may fail
6
Q
Encoding
A
- It is the process of formatting a message into a form which can be easily understood by another party.
- One must include all necessary information, avoid incorrect assumptions and be fully aware of barriers to effective communication.
- A proper understanding of the intended audience is necessary for proper encoding to take place.
7
Q
Channel
A
- The medium of communication.
- The type of message to be sent determines which channel will be used.
8
Q
Decoding
A
- The process of receiving and understanding a message.
- For one to decode a message they must have the ability to read and comprehend, listen actively and ask questions when they require clarification, and they should share the same language with sender.
- The sender must simplify or change their message if the recipient does not seem to understand
9
Q
Receiver
A
- As one communicates they often have an expected outcome.
- A good communicator always frames their message so that it will be properly received and understood.
- Sender should encode the message in away that addresses the audience’s concerns and points to potential benefits of receiving the message.
10
Q
Feedback
A
- The response to a message by an audience.
- The response can be in the form of gestures, body language, questions and writing.
- The success of communication can easily be determined by the type of response given.
11
Q
Context
A
- The conditions in which communication takes place.
- Context also includes the emotional states of senders and receivers of messages (hence the need for self-awareness and empathy = emotional intelligence)
- These factors include the relationship between the parties involved in communication, the culture of the organization and the environment in which communication takes place.
12
Q
Poor listening skills
A
- Spacing Out - When you are talking to someone and they ignore you because their mind is on something else.
- Pretend Listening - When you are talking to someone and they aren’t paying much attention. They pretend by saying various phrases like “yeah” and “sounds great.”
- Selective Listening - When you were talking to someone and they only paid attention to the part that interested them.
- Word Listening - When you were talking to someone and they were only listening to your words, not the emotional composition behind them.
- Self-centered Listening - When you are talking to someone and they only see what you are saying from their point of view.
- Judging - When you feel someone is judging you instead of listening to you.
- Advising - When you are talking to someone and they give you advice from their own experience instead of seeking to completely understand you.
- Probing - When you are talking and they ask you questions that you aren’t ready for yet.
13
Q
Listening
A
the ability to accurately receive and interpret messages in the communication process
14
Q
Levels of listening
A
- Selective listening is a level of listening focused on someone’s personal agenda.
- Defensive listening. The listener is at least listening to the whole point but they’re listening with the intent to deflect, deny or defend their position.
- Attentive/active listening/active. When attentively listening, we need to allow others to finish their sentences — if necessary, repeat back your understanding of the situation to the speaker. You can tell when someone is attentively listening — in person, you’ll see it in their eye contact; they’ll maybe lean-in; you’ll see them nodding their heads and maybe making notes of what you’ve just said. Even over the phone, you can sense when someone is attentively listening.
- Empathic listening is trying to stand in the shoes of the other person. Your goal is to recognize the way the person is feeling and, in so doing, you’re helping the colleague, vendor or customer calm down.
- Pretend listening. When someone pretends to listen, the person seems to be listening but you can tell he or she isn’t.
15
Q
Aids for good listening
A
Face the speaker and have eye contact “Listen” to non-verbal cues too Don’t interrupt Listen without judging, or jumping to conclusions Don’t start planning what to say next Show that you’re listening Don’t impose your opinions or solutions Stay focused Ask questions Paraphrase and summarise
