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    Communicationskillsnew

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    Jeremy Jeffrey
    This document discusses communication skills, including defining communication as a process involving encoding and decoding messages through a communication channel. It describes verbal and non-verbal communication channels and barriers to effective communication. The document also examines different communication styles such as aggressive, passive, passive-aggressive, and assertive. Characteristics of an effective communicator and active listening skills are also summarized.

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    Communicationskillsnew

    Uploaded by

    Jeremy Jeffrey
    349 views34 pages
    This document discusses communication skills, including defining communication as a process involving encoding and decoding messages through a communication channel. It describes verbal and non-verbal communication channels and barriers to effective communication. The document also examines different communication styles such as aggressive, passive, passive-aggressive, and assertive. Characteristics of an effective communicator and active listening skills are also summarized.

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    This document discusses communication skills, including defining communication as a process involving encoding and decoding messages through a communication channel. It describes verbal and non-verbal communication channels and barriers to effective communication. The document also examines different communication styles such as aggressive, passive, passive-aggressive, and assertive. Characteristics of an effective communicator and active listening skills are also summarized.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    349 views34 pages

    Communicationskillsnew

    Uploaded by

    Jeremy Jeffrey
    This document discusses communication skills, including defining communication as a process involving encoding and decoding messages through a communication channel. It describes verbal and non-verbal communication channels and barriers to effective communication. The document also examines different communication styles such as aggressive, passive, passive-aggressive, and assertive. Characteristics of an effective communicator and active listening skills are also summarized.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 34

    COMMUNICATION SKILLS

    HASIL PEMBELAJARAN
    1. Menerangkan proses komunikasi.

    2. Menerangkan dua saluran komunikasi utama, iaitu verbal dan bukan-verbal.

    3. Menerangkan faktor-faktor yang boleh menjejaskan komunikasi.

    4. Menerangkan dan membandingkan stail komunikasi: emotif, reflektif,


    mengarah dan menyokong

    5. Menerangkan dan membandingkan stail komunikasi: agresif, pasif, pasif-


    agresif dan asertif.

    6. Menerangkan ciri-ciri seorang ‘communicator’ yang berkesan.

    7. Menerangkan ciri-ciri pendengaran aktif.


    COMMUNICATION IN MANAGEMENT

    Communication is a process that involves a sender who


    encodes and sends the message, which is then carried via the
    communication channel to the receiver where the receiver
    decodes the message, process the information and sends a
    appropriate reply via the same communication channel.
    PROSES KOMUNIKASI

    Enkod Dekod
    Penghantar Saluran Penerima

    Maklum Balas
    COMMUNICATION CHANNELS

    Channels Strength

    Written word (verbal) • Permanent and accessible


    • Better thought out

    Spoken word (verbal) • Immediacy

    Symbolic gestures • reinforce spoken word


    (non-verbal)
    Visual images • Convey powerful messages
    (non-verbal)
    Multimedia •
     
    COMMUNICATION BARRIERS

    Semantics
    Psychological
    Physiological
    Physical
    Information overload
    Filtering
    Barriers need to be recognised and overcome to ensure
    effective communication
    INSPIRATIONAL COMMUNICATION

    RULE 1: Be clear in your mind what you want to communicate


    RULE 2: Deliver the message clearly
    RULE 3: Make sure message is clearly and correctly understood

    It is all about CLARITY


    COMMUNICATION STYLES
    COMMUNICATION STYLES

    􀂄 Aggressive

    􀂄 Passive

    􀂄 Passive- Aggressive

    􀂄 Assertive
    AGGRESSIVE STYLE

     You choose and make decisions for others.


     You are direct and forceful.
     You demand your own way.
     You feel righteous, superior, controlling.
     Others feel humiliated, defensive, resentful and hurt.
     Others view you as angry, revengeful, distrustful and fearful.

    The outcome is usually that your goal is achieved at the expense of


    others. Your rights are upheld but others are violated. Your underlying
    belief system is that you have to put others down to protect yourself.
    PASSIVE STYLE

     You allow others to choose and make decisions for you.


     You are emotionally dishonest.
     You are indirect and self denying.
     You are inhibited.
     You feel anxious, ignored, helpless, manipulated, angry at yourself
    and/or others.
     Others feel guilty or superior and frustrated with you.
     Others view you in the exchange as a pushover and that you don’t
    know what you want or how you stand on an issue.

    The outcome is that others achieve their goals at your expense. Your
    rights are violated. Your underlying belief is that you should never make
    someone uncomfortable or displeased except yourself.
    PASSIVE-AGGRESIVE STYLE

     You manipulate others to choose your way.


     You appear honest but underlying comments confuse.
     You tend towards indirectness with the air of being direct.
     You are self-enhancing but not straight forward about it.
     In win-lose situations you will make the opponent look bad or manipulate it so
    you win.
     If you don’t get your way you’ll make snide comments or pout and be the victim.
     Others feel confused, frustrated, not sure who you are or what you stand for
    or what to expect next.
     Others view you in the exchange as someone they need to protect themselves from
    and fear being manipulated and controlled.

    The outcome is that the goal is avoided or ignored as it cause such confusion or the
    outcome is the same as with an aggressive or passive style. Your underlying belief is
    that you need to fight to be heard and respected. If that means you need to manipulate,
    be passive or aggressive, so be it.
    ASSERTIVE STYLE
     You choose and make decisions for you.
     You are sensitive and caring with your honesty.
     You are self-respecting, self expressive and straight forward.
     You convert win-lose situations to win-win ones.
     You are willing to compromise and negotiate.
     You feel confident, self-respecting, goal-oriented, valued.
     Others feel valued and respected.
     Others view you with respect, trust and can understand you stand.

    The outcome is determined by above-board negotiation. Your rights and


    others are respected. Your underlying belief is that you have a responsibility
    to protect your own rights. You respect others but not necessarily their
    behaviour.
    COMMUNICATION STYLES

    􀂄 Emotive

    􀂄 Reflective

    􀂄 Directive

    􀂄 Supportive
    DIRECTIVE STYLE

    Characteristics

    􀂄 Frank and assertive

    􀂄 Goal-focused

    􀂄 Self-confident and hard to admitting of being wrong

    􀂄 Serious, no-nonsense attitude

    􀂄 Firm gestures and voice

    􀂄 Prefer formality
    REFLECTIVE STYLE

    Characteristics

    􀂄 Avoid using dramatic gestures

    􀂄 Prefers to be alone, reserved

    􀂄 Thinks before speaking, speak slowly

    􀂄 Prefers to communicate in a formal way

    􀂄 Do not display emotion

    􀂄 Prefers orderliness, organized

    􀂄 Wants to know the details


    SUPPORTIVE STYLE

    Characteristics

    􀂄 Cooperative

    􀂄 Listens attentively

    􀂄 Other-oriented

    􀂄 Uses persuasion, not power

    􀂄 Polite and patient

    􀂄 Appreciative
    EMOTIVE STYLE

    Characteristics

    􀂄 Enthusiastic, expressive, responsive, emotional

    􀂄 Outspoken

    􀂄 Share feelings, hopes and concerns

    􀂄 Uses vigorous gestures and facial expressions

    􀂄 Prefers informality

    􀂄 Persuasive
    SUPPORTIVE COMMUNICATION

    Supportive communication is interpersonal communication that


    has the goal of preserving the relationship between the
    department head and faculty member (principal and school
    member) while still addressing the problem at hand
    SUPPORTIVE COMMUNICATION
    ATTRIBUTES
    1. Problem-oriented, not people-oriented
    2. Based on congruence, not incongruence
    3. Descriptive, not evaluative
    4. Validates rather than invalidates individuals
    5. Specific, not global
    6. Conjunctive, not disjunctive
    7. Owned, not disowned
    8. Requires listening, not one-way message delivery
    CROSS-CULTURAL COMMUNICATION
    “If I am to speak ten minutes, I need a week for preparation;
    if fifteen minutes, three days;
    if half an hour, two days;
    if an hour, I am ready now.”

    Woodrow Wilson
    Characteristics of an effective communicator:

    • Very clear what he wants to convey


    • The language must be simple and straight forward.
    • Do not use loaded language with phrases or difficult terminology or jargon.
    • Quality not quantity of the message that counts.
    • Demonstrate his confidence by way of his body language.
    • Radiate energy and enthusiasm so as to create positive impact in the minds
    of the receivers.
    Characteristics of an effective communicator:

    • Assess the maturity level of the audience and must communicate


    accordingly.
    • Organize properly with thorough preparation.
    • Prevent barriers in communication.
    • Verbal and body language must be consistent.
    • Appropriate intonation, pauses and emphasis.
    Must have ability to raise the curiosity level of the audience.
    BASIC LISTENING MODES

    • Passive or Attentive

    • Competitive or Combative Listening

    • Active or Reflective Listening


    Competitive or Combative Listening

    - interested in promoting our own point of view

    - not really interested in understanding someone else’s view.

    - listen for openings to take the floor, or for flaws or weak points we

    can attack.

    •
    Passive or Attentive Listening

    - Genuinely interested in hearing and understanding the other


    person’s point of view.
    - Attentive and passively listen.
    - Assume that we heard and understand correctly.
    - Stay passive and do not verify it.
    Active or Reflective Listening

    - The most useful and important listening skill.


    - Genuinely interested in understanding what the other person is

    thinking, feeling, wanting or what the message means


    - Active in checking out our understanding before we respond with our
    own new message.
    - Restate or paraphrase our understanding of their message and reflect
    it back to the sender for verification.

    •
    SOALAN TUTORIAL

    1. Pilih mana-mana DUA faktor penghalang komunikasi dan terangkan


    peranan guru untuk mengatasi halangan ini dalam proses pengajaran dan
    pembelajaran.

    2. Sebagai seorang guru, terangkan bagaimana anda mengamalkan


    pendengaran aktif.

    3. Bagaimana anda boleh meningkatkan kemahiran penyampaian pelajaran


    anda?
    SOALAN TUTORIAL

    4. Cuba memahami situasi berikut. Terangkan bagaimana anda bertindak


    sebagai:

    i..secara pasif
    ii. Secara agresif
    iii. Secara pasif-agresif
    iv.
    ...a passive person would react
    ...an aggressive person would react
    ...a passive-aggressive person would react
    ...an assertive person would react
    Have a look at these situations and decide how...
    ...a passive person would react
    ...an aggressive person would react
    ...a passive-aggressive person would react
    ...an assertive person would react

    •1 You are trying to concentrate on some important work. However,


    a few of your co-workers are laughing and horsing around. What do
    you do?

    •2 You are a secretary in a small company. One day, your boss asks
    you to get some cigarettes for him from the store across the street.
    What do you do?
    •3 You are the head of your department. A young lady who
    works for you has started coming to work late everyday and
    is extremely moody. What do you do?

    •4 Your boss has borrowed your laptop to do some work.


    He has had it for several hours and it is now time to go
    home. You really want to take it home to do some personal
    work. What do you do?

    •5 Your boss walks up behind you when you are using the
    company phone for a personal call. "How much longer do
    you plan to be?" he asks. What do you do?

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