Communication

1. Communication Making your needs known!

2. What is communication? • To share or convey information. • Effective communication requires: a sender (encoder) a message (medium) a receiver (decoder)

3. Types of communication • Verbal • Written • Technical • Sign • Non-verbal • Any of these forms can be either expressive or receptive in nature.

4. Communication requires observation • Only 20% of receptive communication is verbal. Listening, conversation, interview, debate, lecture & formal presentations. • 80% of receptive communication is non verbal. It requires one to notice tone of voice, posture and facial expressions.

5. Getting what you need. • Use “I” messages: 1. Observe-describe the facts-”Joe Friday” 2. Feelings-describe your own feelings 3. Wants-say what you want, don’t hint! 4. Intentions- state what you will do and don’t obligate others in your plan.

6. Listening Skills • Is the sender expressing facts or feelings? • Respond to feelings 1st then facts! • Use silence when you do not know what to say. • U-huh, mmmm, make encouraging sounds when people share feelings. • Focus on the message, not what you are going to say. • Use short responses when the sender is sharing something important. • Listen twice as much as you speak. • Remember the attitude of your heart is always mare important than what you say.

7. CONFLICT • Share negative emotions in person, not in an e-mail or letter. • Take notice when you feel threatened. • Practice making requests of others when you are angry instead of sharing that anger. • Repeat the senders EXACT words. • Take responsibility for your feelings and avoid blaming others. • Wait to cool down before you respond. • ALWAYS speak with respect and decorum.