Unit 4 Mod 5 - d072 PDF

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Unit 4 Mod 5: Lesson 9: Means of Communication Define the term communication. What is required for effective communication? What are the benefits of good communication skills?

What are the two parts of oral communication? What are the two parts of written communication? What is the role of nonverbal communication?

What is a communication channel? Which form of communication is considered the richest? What factors should be considered when selecting a communication channel?

What is the main difference between personal and professional communication?

Lesson 10: Communication Styles Define the term communication style.

Answer in your own words. Sharing understanding and meaning via oral, nonverbal, and written forms information transmitted is interpreted by the receiver in the way it was intended by the sender Good communication skills increase the chances of gainful employment and help coworkers collaborate, establish common goals, build rapport, and achieve consensus. Words & Non Verbal Verbal & Non Verbal Expressing information without the use of spoken or written words such as using body language, tone of voice, facial expressions, and even silence Means of passing information from sender to recipient, such as via face-to-face meeting or telephone call Face-to-face meeting Communication channels differ along a scale of quality from rich to lean. Rich channels are more interactive, while the leanest channels, on the other hand, present information without allowing for immediate interaction and often convey only the facts. Personal communications are often meant only for a single audience. Professional Communication is needed to make an effort to appeal to and be understood by a more diverse group.

Answer in your own words. Dominant way in which an individual interacts and exchanges information with others What are the four types of communication styles? passive, aggressive, assertive, and passive-aggressive. Describe a passive communicator from a nonverbal From a nonverbal perspective, they tend to be overly perspective. soft or shy and often look away. Describe an aggressive communicator from a From a nonverbal perspective, aggressive nonverbal perspective. communicators tend to point fingers while talking and have clenched fists, a rigid posture, and hard stares. Describe an assertive communicator from a nonverbal From a nonverbal standpoint, these individuals have a perspective. relaxed posture and smooth and relaxed movements. What is the difference between aggressive and Assertive communicators listen to others, while assertive communication styles? aggressive communicators do not. What is the difference between passive-aggressive and Passive communicators stay silent, while passivepassive communication styles? aggressive communicators are silent at first but aggressive later. What role do personal beliefs play in a person's Beliefs shape the way in which individuals interpret communication style? messages and events. This in turn influences their behavior and communication style. What is active listening? Giving the sender full, undisturbed attention with the intention of fully receiving his or her message What are the five rules for active listening? Listen for message content. Listen for feelings.

What is the purpose of supportive communication?

Respond to feelings. Note all cues. Paraphrase and restate. A strategy used to preserve a positive relationship between communicators while still addressing the problem at hand

ACTIVITY: QUESTION

Student Answer

CORRECT ANSWER

Smiling, fist-pumping and jumping up and down are examples of what type of communication?

B) Non verbal

B) Non verbal

What type of communication requires a great deal of effort, exact and less natural?

A) Written

A) Written

______ communications tend to be richer channels and are well suited for complex or unsettling information.

Oral

Oral

Of the following communication types, select the one that is generally considered the most ideal. Be sure you can explain "why."

B) Assertive

B) Assertive People who rely on assertive communicator styles respect their rights and the rights of others when communicating. These individuals tend to have the most productive communication style. They are direct but not insulting or offensive. Assertive communicators stand up for their own rights but ensure the rights of others are not affected.

Jason gets an undercooked steak and the C) Aggressive waitress asks him how he likes his meal. He explodes, yelling at the waitress about her inadequacies regarding remembering his order and demanding that he get a free meal because of the horrible service and incompetent wait staff. Jason is __________________.

C) Aggressive

NOTES:

Unit 4: Effective Communication Introduction Unit 4: Competency The graduate communicates ideas, opinions, and information suitable for a professional setting.

Module 5: Communicating Effectively in the Workplace Module 5: Proficiency Statement ● The student describes means and styles of communication in order to function effectively in a professional setting. ● This module explores effective communication and describes its various elements. It discusses the importance of active listening, how to listen effectively, the potential pitfalls of ineffective communication, and how ethics play a role in communicating effectively in the business space.

Lesson 9: Means of Communication Learning Objectives ● Explain the differences among various means of communication. Lesson Introduction Communication: Sharing understanding and meaning via oral, nonverbal, and written forms Effective Communication: When information transmitted is interpreted by the receiver in the way it was intended by the sender ● Others' words, tone of voice, nonverbal gestures, and even the format of their written documents can help you understand who they are and what their values and priorities may be. Active listening and reading are also part of being a successful communicator. Modes of Communication ● Communication fulfils three main functions within an organization: coordination, transmission of information, and sharing of emotions and feelings. Oral Communication: Expressing information or ideas through spoken words ● Oral communication is the most common and natural form of communication ● Oral communication is often a combination of words and nonverbal communication such as body language, gestures, and silence. Written Communication: Expressing information in the form of written words ● Writing is often viewed as a more effortful, exacting process and less natural than the spoken word. ● It provides the sender the opportunity to review and reflect on ideas before communicating the message. ● Because people are often not physically present when someone reads what they have written, it is important that they anticipate the reader's needs, interpretation, and likely response to their written messages. ● Written communication also involves verbal and nonverbal dimensions. Nonverbal Communication: Expressing information without the use of spoken or written words such as using body language, tone of voice, facial expressions, and even silence ● These nonverbal elements convey additional conscious or unconscious messages that help enhance communication. Channel: Means of passing information from sender to recipient, such as via face-to-face meeting or telephone call verbal communication is distinct

nonverbal communication is continuous

individuals are almost always conscious of their verbal communication

nonverbal communication is enacted at an unconscious level

verbal communication is exclusive to particular languages

some nonverbal communication is considered universal and recognizable by people all over the world

Using Practical Means of Communication Effectively Communication channels differ along a scale of quality from rich to lean. Rich channels are more interactive, while the leanest channels, on the other hand, present information without allowing for immediate interaction and often convey only the facts. Communication Type

Face-to-face meeting

Mode

● Oral communication

Key Characteristics

● Is a personal, interactive exchange ● Provides opportunities for two-way

Channel Quality (Scale)

Richest

● Nonverbal communication

communication ● Allows both the sender and receiver to read the nonverbal messages

In-person oral or audio/visual presentatio n

● Oral communication ● Nonverbal communication ● Written communication

● Provides opportunities for two-way communication ● Allows both the sender and receiver to read the nonverbal messages ● May contain written or visual content

Richest

Online meeting/Vi deo conference

● Oral communication ● Nonverbal communication ● Written communication

● Allows people in different locations to hold interactive meetings ● Provides opportunities for two-way communication ● May contain written or visual content

Rich

Teleconference /Phone call

● Oral communication

● Allows people in different locations to communicate

Lean

Voice message

● Oral communication

● Is a one-way communication

Lean

Recorded video

● Oral communication

● Is a one-way communication

Lean

Email, text, social media post

● Written communication

● Are instantaneous written communications that are effective for formal notices and updates and for informal exchanges

Leanest

Letter, blog, report, newsletter

● Written communication

● Present information without allowing for immediate interaction and often convey only the facts

Leanest

QUESTION: What is the most common and natural form of communication? ● Informal ● Written ● Oral ● Nonverbal Correct! This is the most common form of natural communication. QUESTION: Which form of communication allows a person to reflect or review a message prior to communicating it? ● Oral ● Formal ● Nonverbal ● Written Correct! Communication that is written first allows the writer to think about the message they are trying to communicate before officially sending it to the recipient. QUESTION: Which description of communication channels is accurate? ● Face-to-face meetings are personal, interactive exchanges that are still the preferred method of communication in business. ● Letters are a less formal method of written communication used in less important situations.

● Message boards and forums allow people to post information to a decentralized location. ● Emails provide delayed written communication and are ineffective for formal notices and updates, as well as informal exchanges. Correct! This is the most preferred method of communication in business and allows for interactive style of communication. Defining Personal and Professional Communication Personal Communication: Information that is exchanged between sender and recipient for personal purposes ● Personal communications are often meant only for a single audience and are often understandable only to that audience. Professional Communication: Information that is exchanged in a business context for the commercial benefit of an organization ● Professional communication, on the other hand, is read by an audience that you do not know as well. You find you need to make an effort to be clear, concise, relevant, and objective. You will need to make an effort to appeal to and be understood by a more diverse group. Differences Between Personal and Professional Communication ● Less accountability is expected from informal communications, which can cause people to be indiscreet and careless in their choice of words or disclose sensitive information. QUESTION: What is a key difference between personal and professional communication? ● Personal communication is more formal than professional communication. ● Personal communication is intended for a wider audience than professional communication. ● Professional communication is used for a less diverse group compared to personal communication. ● Professional communication is more clear and concise than personal communication. Correct! Professional communication is formal and calls for the communication to be more clear and concise. Lesson Summary ● Communication is a process of understanding and sharing meaning. ● Effective communication requires that the information transmitted is interpreted by the receiver in the way that it was intended by the sender. ● Good communication skills increase the chances of gainful employment and help coworkers collaborate, establish common goals, build rapport, and achieve consensus. ● The three means of communication are oral, written, and nonverbal communication. ● A channel is the means of passing information from sender to recipient such as through face-to-face conversation, phone calls, and emails. Determining the most appropriate channel is critical to the effectiveness of communication. ● Personal communication is a process in which information is exchanged between sender and recipient for personal purposes. ● Professional communication is the exchange of information, carried out in a business context, done for the commercial benefit of an organization.

Lesson 10: Communication Styles Learning Objectives ● Explain the differences among communication styles. Lesson Introduction Communication Style: Dominant way in which an individual interacts and exchanges information with others Differences Among Communication Styles The styles are passive, aggressive, assertive, and passive-aggressive. Passive Communicator: Tentative communication style used by those who are hesitant to speak up ● When communicating with others, their passive style implies that their feelings do not matter, or they do not think they are important. From a nonverbal perspective, they tend to be overly soft or shy and often look away. Aggressive Communicator: Forceful communication style often carried out in a loud and hostile manner

● From a nonverbal perspective, aggressive communicators tend to point fingers while talking and have clenched fists, a rigid posture, and hard stares. They perceive the world as hostile to their interests and try to gain an advantage whenever possible. Assertive Communicator: Productive communication style used by those who express their ideas while listening attentively to others ● From a nonverbal standpoint, these individuals have a relaxed posture and smooth and relaxed movements. Passive-Aggressive Communication Style: Indirect communication style that uses hidden messages to express needs and ideas ● Often, passive-aggressive people try to play the martyr or the victim, attempting to make others feel guilty to get what they want. Paying attention to your dominant communication style will help you determine several things about yourself: ● how you react in interpersonal situations ● how you are perceived by those around you ● how people respond to you Your personal belief system will directly influence your communication style. QUESTION: A manager notices an employee is frequently hesitant to speak up during meetings and share his thoughts or beliefs, even in cases when the employee is being wronged. Which communication style is this employee exhibiting? ● Passive-aggressive ● Passive ● Aggressive ● Assertive Correct! Passive communicators are known to be tentative in their desire to speak up and voice their opinions, even in cases where they are being wronged. QUESTION: A manager notices an employee frequently stands up during meetings when communicating and is often dismissive of other people's feelings. Which communication style is she exhibiting? ● Passive-aggressive ● Aggressive ● Passive ● Assertive Correct! Aggressive communicators often communicate while standing up and communicate without concern for others' feelings. Active Listening Rehearsing: When the receiver is preparing what to say in response instead of actively listening to sender's message Active Listening: Giving the sender full, undisturbed attention with the intention of fully receiving his or her message Carl Rogers proposed five rules for active listening: 1. Listen for message content. 2. Listen for feelings. 3. Respond to feelings. 4. Note all cues. 5. Paraphrase and restate. Forges healthy working relationships among colleagues by making speakers and listeners equally valued members of the communication process. The Eight Forms of Supportive Communication Supportive Communication: A strategy used to preserve a positive relationship between communicators while still addressing the problem at hand

To apply supportive communication, consider the following practices: 1. Supportive communication is congruent, not incongruent. It is important that verbal messages match the thoughts and feelings of the person expressing them. 2. Use descriptive, not evaluative, language. Be objective when describing something that happened. Describe your reaction to it without using judgmental statements. Offer an alternative suggestion if appropriate. 3. Be problem-oriented, not person-oriented. Focus on the issue at hand rather than commenting on the person and the person's characteristics. 4. Use statements that are validating, not invalidating. Communicate using statements that demonstrate respect, flexibility, collaboration, and areas of agreement. 5. Be specific, not global. Point out specific events or behaviors that need to be addressed rather than making general, vague, or extreme statements. 6. Communicate in a conjunctive, not disjunctive, style. Refer to what was stated previously in order to carry the interaction forward. 7. Make sure your statements are owned, not disowned. Take responsibility for your words and feelings by using "I" statements. 8. Listen actively—engage in supportive listening, not one-way listening. Provide reflective responses that demonstrate that you have heard what has been said. Forms of Supportive Communication QUESTION: Which of the following directly influences an individual's behavior and communication style? ● Ethnicity ● Marital status ● Personal beliefs ● Language barriers Correct! Personal beliefs shape the way individuals interpret messages and events, which in turn influences their behavior and communication style. QUESTION: What is a strategy that seeks to preserve a positive relationship between both communicators while still addressing the problem at hand? ● Verbal communication ● Written communication ● Supportive communication ● Nonverbal communication Correct! Supportive communication is a strategy that seeks to preserve a positive relationship between both communicators while still addressing the problem at hand. Lesson Summary ● Individuals' communication styles refer to the dominant way in which they communicate in most interpersonal situations. ● There are four prominent communication styles: passive, aggressive, assertive, and passive-aggressive. ● Individuals' communication styles are directly influenced by their belief system. ● Effective communication requires accurate interpretation as much as it needs correct delivery of the message. ● Active listening means giving full attention to the speaker and the content without interrupting with the intention of understanding the idea behind a thought, asking questions if needed, and clarifying for understanding. ● Any factor that prevents the receiver from receiving and understanding the message accurately is referred to as a barrier to effective communication. ● Supportive communication is a communication style that seeks to preserve a positive relationship between the communicators while still...