Prerequisites for Effective Communication PDF

Chapter 1 Prerequisites for effective communication Good communicator Good helper First, you should fulfill all prerequisites / remove barriers What are the prerequisites for effective communication? Establish good relationship. Build rappo...

Chapter 1 Prerequisites for effective communication Good communicator Good helper First, you should fulfill all prerequisites / remove barriers What are the prerequisites for effective communication? Establish good relationship. Build rapport. Identify preferred representation system. Remove barriers. Start Promote How to start a good How to promote a good relationship? relationship?  Become available  Introduce (reintroduce)  Make people see that you're doing what they yourself expect from you  Explain who you are  Reach out to people  Show the person you are  Be empathetic (NOT sympathetic, apathetic) (personality & actions)  Use ice breaks with groups to make everyone  Explain your job to them comfortable (know each other)  Explain how you can Ice breakers benefit them  Repeating introduction Behaviors to start a good relation Participants state (name / what they like best / what they don't like)  Be friendly  Introducing each other (in pairs)  Use name of the person  Vanity name tent cards  Be respectful  Be honest TO Participants draw & write about themselves (in cards)  Show concern then  Behave according to the personalize them share information with the group culture  Fantasy career share Participants their fantasy career (if they were not explain state doctors) what occupation & trade & job their reasons  Rapport trusting & friendly relationship  To build a rapport, you've to apply 1. Matching the person's representation system (visual / auditory / kinesthetic / digital) 2. Mirror the person's body language NOTES: Matching: move as the other moves OR do Leading: getting other people to match OR pace with you When you're interacting with other persons, you're either matching OR leading If the person doesn't respond on a verbal OR non-verbal basis, you have to return to matching If the patient continues to match, then you can keep leading 3. Match the person's voice (tone & speed) 4. Match the person's breathing (pace & depth) 5. Match the way the person deals with information Over view OR large amount of information OR small details at a time 6. Match common experience Try to find commonality (experience & interest & background & acquaintances) Will help you to encode / decode / understand the message You should 1. Listen to the words they use: to identify the presentation system visual Auditory kinesthetic Digital tent to like space Words See Note Sense Data pictures tune touch facts cloud sound feel results bright hear rub compute view alarm tense predict hazy verify unclear When Use Move around Sit down Define terms dealing illustrations Use a varying Talk to them Provide order & flow charts voice speed from a sequence to the photos relaxed non- information given threatening position 2. Observe their eyes  Environmental barriers Personal barriers  Environment can influence the communication process  Positively  Negatively & cause (discomfort / monotony / distraction) Environmental barriers 1. Noise Reception & understanding of the message can be greatly affected by amount of surrounding noise 2. Competition for attention and distraction Telephone call Drop-in-visitor Visitors talking 3. Time Amount of time (a person has to assimilate the data transmitted) can be a barrier 4. Unfamiliar terminology Use of a specific terminology unfamiliar to the receiver & are not explained will be break down in communication 5. Power status relation (common in organizations) E.X: supervisor-subordinate relationship & teacher-student relationship 6. Physical barrier Distance between people Walls Desks Tables Piles of files Sitting with crossed arms or legs.  7. Organizational communication barrier  Administer philosophy (in the area of management) Can promote effective communication OR inhibit it …………………… HOW?!!!! A manager can create organizational blockage if he is not promoting:  Communication upward OR  Disseminating information downward  Multiplicity of structural levels (can cause message distortion) WHY?!!! The information tends to be Filtered Dropped Emphasis will be rearranged  As a result the message will be distorted by one of the links 5 basic internal organizational communication Downward Upward Horizontal Grapevine Network Formal established by organization Informal From manager From subordinate Between TO followers TO manager *manager & peers *Co-workers Verbal written Oral Non-verbal Verbal written TO convey - Provide the *Decision making TO meet * Link other *Emotional & member's needs organizational organizational management for information social support communication policy & objectives with Grow where systems & tasks * Day to day * Secrecy, poor * Encourage strong information communication identification with by manager work * Issues & *Autocratic problems. leader. * Essential - often socializing units - provide information incomplete. -70-90 % about the accurate in its effectiveness of content. downward - travel at a communication. rapid pace Notes: Distortion of downward system can occur if a manager attempts to restrict OR monitor the amount and type of information passed to employees In horizontal & grapevine communication  Environmental & personal barriers may exist and can affect the encoding & decoding of the message passed Personal barriers 1. Frame of reference Socioeconomic background & previous experiences in which one receives & interprets communication 2. Beliefs & Values & prejudices In process of transmission OR reception, they can cause messages to be blocked OR distorted Act as filters, brain may delete OR distort OR generalize information. 3. Selective perception Perceiving things in such a way as to support a performed idea Is related to frame of reference & beliefs – values - prejudices 4. Jealousy & fear Limit perception may result in  Conscious effort to filter & distort incoming information  OR transmit misinformation  OR both  5. Status quo )‫(إرضاء اآلخر‬ The status quo barriers denotes a conscious effort by the sender or receiver to filter out information either in sending OR receiving OR transmitting that would upset the present situation. It implies the transmission of information that the sender thinks the receiver wants to hear. 6. Semantics (related to terminology) Words we choose (how we use them / meaning we attached to them many communication barrier) The same word can be interpreted & misinterpreted in many ways 7. Symbols & actions  Symbols (E.X: uniform of the doctor) Play a major role in communication Characterized by physical things & pictures & actions Visual presentation can greatly increase understanding  Action A friendly smile has a meaning Being at one's desk has a meaning 8. Empathy (being sensitive to other person's frame) Promote better understanding Help sender to encode the message Help the receiver to decode the message Lack of empathy impair communication Notes: Environmental barriers Personal barriers Organization & work setting Nature of individuals & interaction with others  Questions True OR False 1. Each of us has his own way or style in communication 2. The personality and actions of senders and receivers can influence the type of relationship they have with people 3. To have an effective communication, sender and receiver should understand each other 4. The only important prerequisite for good communication is to promote a good relationship 5. To promote a good relationship with another, one has to behave according to the culture you are working in 6. To maintain a good relation with a person, you should be sympathetic 7. Communication ice breakers can be used when you are dealing with individuals 8. Vanity name tent card is a method of communication ice breakers 9. Rapport is being attuned to other people verbally or non- verbally 10. Matching means doings as the others do 11. When you are interacting with a person, you are matching but not leading 12. In building rapport, ignore information chunk size and concentrate on matching and leading 13. A visual person uses flow charts and like space 14. A digital person have to depend on pictures and sounds 15. If a person is a kinesthetic person, sit down and talk to him in a friendly way 16. Environmental conditions always affect communication positively 17. Environmental barriers are characteristic of the organization and work setting 18. Noise, time and distraction are environmental barriers 19. Physical barriers include distances between people 20. Power status relationship is a personal barrier  21. Organizational communication barriers are considered as personal barriers of manager 22. Personal barriers arise from the nature of individual and their interactions with others 23. Frame of reference means socioeconomic background and past experience 24. If you are an educated person, your beliefs and prejudices cannot affect your communication 25. Status quo implies the transmission of information the sender thinks the receiver wants to hear 26. Unfamiliar terminology is a personal barrier 27. Use of symbols and actions carried out may lead to personal barrier 28. Fear and jealousy can limit one's perception. 29. Semantic which is closely related to terminology is a personal barrier 30. Being empathetic can impair communication MCQ 31. The following statements related to prerequisites for effective communication EXCEPT: A. Remove barrier, build rapport B. Speak clearly and give feedback C. Establish and promote good relation D. Identify preferred presentation system 32. Which statement is correctly related to personality and actions carried out by a communication to establish a good relation A. Use name of the person B. Show concern and respect C. Behave according to the culture you are working in D. Be friendly E. All of the above 33. To promote a good relation, a person has to do all EXCEPT: A. Become available B. Reach up to people C. Be sympathetic D. Let people see that he is doing what is excepted from him 34. The following statement is correctly related to ice breakers A. We use ice breakers when we interview a patient B. Repeating introduction is waste of time when we are starting a meeting C. Fantasy career approach is carried out for fun rather than ice breakers D. Vanity name tent cards are used to introduce participants to each other 35. Verbal indicator of visual mode includes; A. Logical B. Alarm C. Feel D. Clear E. Tense 36. Verbal indicator for auditory mode is A. Touch B. Bright C. Compute D. Irritate E. Alarm 37. Verbal indicator for kinesthetic mode is A. Reasonable B. Scream C. Reveal D. Impress E. Predict 38. Verbal indicator for digital mode is A. Data B. Annoy C. Hazy D. Rub E. Voice 39. The following statement is correctly related to building rapport A. When you interact with persons, you have only to lead them B. It is easy to communicate with persons who share our beliefs and values C. To build rapport, one has to avoid looking at the eyes of the person you are talking to D. To develop non-verbal rapport, one has to ignore the words the person is using E. Personal experience is irrelevant in building rapport 40. Environmental barriers include; A. Noise and time B. Frame of reference C. Symbols and actions D. Semantics  41. The following is a personal barrier A. The noise you make B. Unfamiliar terminology used in messages C. selective perception D. Power status relation 42. All of the following statements related to organizational communication are correct EXCEPT: A. Downward and upward communication are a formal communication channel B. Networks communication serve as essential socializing units C. There are four basic internal organizational systems D. Organizational communication is encountered in the area of management grapevine communication grows most in organizations when you have an autocratic leader Answers 1. T 11. F 21. F 31. B 41. C 2. T 12. F 22. T 32. E 42. C 3. T 13. T 23. T 33. C 4. F 14. F 24. F 34. D 5. T 15. T 25. T 35. D 6. F 16. F 26. F 36. E 7. F 17. T 27. T 37. D 8. T 18. T 28. T 38. A 9. T 19. T 29. T 39. B 10. T 20. F 30. F 40. A  Book questions & Answers True OR False 1. A good relationship with people goes hand in hand with developing communication skills. 2. Your personality and actions cannot influence the type of relationship you can have with people in the community. 3. The only important prerequisite for good communication is the establishment of good relationship. 4. To promote a good relation with another one has to reach out to people. 5. To maintain a good relation with a person you should be sympathetic. 6. Communication icebreakers can be used when you are dealing with individuals. 7. Vanity name tent card is a method of communication icebreakers. 8. Building rapport is important step in building relation. 9. The only step in developing nonverbal rapport is by carrying match. 10. When you are interacting with a person you are matching or leading. 11. Steps in building rapport include dealing with information chunk size. 12. A visual person uses a varying voice speed. 13. A digital person has to define terms and provide order and sequence to data given. 14. To identify the representation system of a person, listen to the words he uses and look at his eye movements. 15. Unfamiliar terminology in the message is considered as a personal barrier. 16. Environmental factors are characteristic of work setting and personnel employed. 17. Usually no barriers exist in organizational communication. 18. Grapevine is a type of informal channels of communication. 19. Multiple levels in an organization tend to distort messages. 20. Selective perception is an easy personal barrier. 21. Past experience usually has a limited effect on any current communication. 22. Status quo implies the transmission of a message that the encoder thinks that the decoder wants to hear. MCQ 1. The following statements are related to prerequisites for effective communication EXCEPT: A. Remove barriers B. Speak clearly C. Establish good relation D. Build rapport E. Identify preferred presentation system 2. The following statements are correctly related to personality and actions carried out by a communicator to establish a good relation EXCEPT: A. Be honest and respectful B. Show concern C. Behave as a doctor irrespective to the culture you are working in. D. Use name of the person E. Be friendly 3. To promote a goad relation one must: A. Become available B. Reach out to people C. Be empathetic D. Let people see what you are doing E. All the above 4. All the followings are related to icebreakers EXCEPT: A. In seminars or meetings one can use icebreakers to establish relations B. Repeating introduction involves stating name, hobbies and what they dislike C. Fantasy career approach is carried out for fun rather than as icebreakers D. Vanity name tent cards are used to introduce participants to each other E. Introducing each other can be carried out in dyads where each dyad learns more about each other than the information is shared. 5. Verbal indicator of visual mode is: A. Verify B. Focus C. Feel D. Result E. Sense 6. Verbal indicator for auditory mode is: A. Logical B. Reveal C. Ring D. Shock E. Compute 7. Verbal indicator for kinesthetic mode is: A. Picture B. Touch C. Block D. Relevant E. Scream 8. Verbal indicator for digital mode is: A. Stir B. Ring C. Illustrate D. Predict E. Cloud 9. The following statements related to building rapport are all correct EXCEPT: A. When you are interacting with persons you arc cither matching or leading. B. It is easy to communicate with persons who share our beliefs and values. C. To build rapport once has to try to match the person's sensory modality. D. To develop nonverbal rapport one has to move as the other moves. E. Personal experience and the size of information are irrelevant in building rapport. 10. Environmental barriers include: A. Noise, competition for attention and time. B. Power status relation. C. Organizational communication barrier. D. a and b E. a, b and c 11. Personal barriers include all EXCEPT: A. Frame of reference B. Unfamiliar terminology used in messages C. Selective perception D. Jealousy and fear E. Status quo  12. All the following statements are correct EXCEPT: A. Semantics are related to terminology. B. Selective perception is one of the most difficult personal barriers. C. The sum of one’s socioeconomic background can be a personal barrier D. Communication cannot be influenced by being empathetic. E. Visual presentation can greatly increase understanding. Answers TRUE & FALSE: 1. T 4. T 7. T 10. T 13. T 16. F 19. T 22. T 2. F 5. F 8. T 11. T 14. T 17. F 20. F 3. F 6. F 9. F 12. F 15. F 18. T 21. F MCQs 1. b 4. c 7. b 10. e 2. c 5. b 8. d 11. b 3. e 6. c 9. e 12. d