Effective Communication Skills
Issuer
The issuer broadcasts the message, selects the code (speech, gestures, etc.), and chooses the right time to initiate communication.
Process:
- Think about the message
- Encode
- Transmit
- Wait for the receiver’s response
The effectiveness of the message depends on whether it is transmitted clearly and reaches the receiver to achieve the desired change. The aim is to produce a response.
Factors Influencing the Issuer
Aptitude
Ability to produce, transmit, and interpret messages. This includes:
- Ability to develop and properly organize ideas
- Ability to use appropriate vocabulary
- Ability to use the mechanical arts of expression (rhythm, intonation, gestures, etc.)
- Flexibility to introduce necessary changes
Attitude
The layout and feeling of attraction or rejection of a person towards another person, an object, a subject, or a situation. This includes:
- Attitude towards self
- Attitude towards the topic
- Attitude towards communication
- Attitude towards the situation
- Attitude towards the receiver/transmitter
Key Points of the Issuer’s Role
- Organizing the message
- Adapting it to the receiver
- Contextualizing
- Avoiding prejudice and stereotypes
- Choosing the right time and place
- Capturing the attention of the receiver
- Checking if the message is received and requesting feedback
Receiver
The receiver receives the message. It is not a passive situation but an active and critical process of communication.
Process:
- Receive
- Decode
- Interpret
- React/Respond
Basic Rules for Being a Good Receiver
- Do not interrupt unless necessary
- Do not make prejudiced evaluations
- Pay attention
- Ask for clarification
- Perform active listening
Code
The process by which the sender chooses symbols and consistently determines their meaning. It may be a language or a logical source.
Message
What the sender wants to transmit. It may be a question, specific information, etc. Shorter messages are generally remembered better.
Context
The environment in which communication occurs.
Feedback
Verbal or nonverbal information that a person or group offers about the message. It may be immediate or indirect.
Communication in One Sense
The issuer speaks without giving the receiver the opportunity to speak or ask questions. It is not known if the receiver has received or understood the message. This is the least effective form of communication.
Advantages
- Fast
- Clear and orderly
- Useful in emergency situations and routines
Disadvantages
- The issuer does not know if the receiver has understood the message
- May cause inaccurate information to be spread
- The receiver may become dissatisfied
Communication in Two Ways
The issuer emits a message, and the receiver can verify understanding by asking questions. Communication is reciprocal.
Advantages
- The receiver can ask questions, ensuring better understanding
- The message is adapted to the receiver, leading to greater satisfaction
Disadvantages
- Slower than one-way communication
- The receiver can point out errors, causing uncertainty in the issuer
- Can be noisy and messy
Nonverbal Communication
Any communication that is done without using words.
Basic Functions
- Substitute for words
- Repeat or emphasize what is being said
- Regulate interaction at the beginning, during, and end of a conversation
- Contradict the verbal message
- Complement the verbal message using gestures
- Express emotions
Key Aspects of Nonverbal Communication
The Look
Used to open and close channels of communication and accompany speech. We look at the eyes and the upper half of the face.
- Business glance: eyes – front
- Social glance: eyes – mouth
- Intimate look: eyes – down
- If the receiver looks more, the issuer feels that the person is interested and speaks more
- If the receiver diverts their gaze, it can indicate: desire to avoid contact, shyness, superiority, or submission
The dilation of the pupil depends on the amount of light received by the eye and emotions. Pupils dilate when we see something we like.
Facial Expression
Reveals a person’s emotional state, even if they try to hide it.
- Gives feedback to the speaker, indicating understanding and agreement
- Indicates attitudes towards others
Six Basic Emotions:
- Joy
- Surprise
- Sadness
- Fear
- Anger
- Contempt/Disgust
Three Facial Regions:
- Forehead – eyebrows
- Eyes – eyelids
- Mouth – nose
Controlling facial expressions is learned during socialization through parents. Facial expressions are considered skilled.
- Some people’s feelings are like an open book
- Some people are angry, and it shows
- Some people always show one or two emotions at once
The Smile
Every smile conveys a verbal message, from a slight grin to a wide smile.
- Social smile: does not pretend to be spontaneous, depends on the context
- Sarcastic or ironic smile: expresses derogatory feelings or shows superiority
- Defensive smile: used to prevent abuse or situations of subordination
- Apology smile: used in shameful situations
- Courtesy smile: used as a greeting
Functions of a Smile:
- Cushion: a peacemaker gesture in a situation of aggression
- Conventional courtesy or greeting
- Mask: hides other emotions
- Opens new channels of communication
Body Posture
Body Positions:
- Approach (alert)
- Withdrawal (negative)
- Expansion (pride, straight trunk, leaning back, shoulders straight and head high)
- Contraction (depressive, trunk bent forward, collapsed shoulders and chest)
Personal Space:
Area where we do not want “intruders” to enter. It varies depending on gender, mental health, physical health, and aggressive or violent tendencies.
Social Interaction Skills
Listening
- Hearing: the first part of listening
- Interpreting: understanding or misunderstanding the message
- Evaluating: assessing the information and deciding how to evaluate it
- Reacting: responding to the message
We understand and retain only a quarter (25%) of what we hear.
Pseudo-Listening: lack of real listening. When we pseudo-listen, we are actually: reading thoughts, judging, etc.
Active Listening
Listening and understanding communication from the speaker’s point of view. Requires empathy.
Barriers and Obstacles to Active Listening
- Comparing
- Reading thoughts
- Rehearsing
- Filtering
- Judging
- Daydreaming (thinking about something else while listening)
- Identifying
- Giving advice
- Arguing
- Always being right
- Interrupting the conversation
Assertiveness
Behavior that allows a person to act based on their interests, defend themselves without anxiety, express feelings comfortably, and exercise personal rights without denying the rights of others.
Passive Conduct
The transgression of one’s own rights by not being able to openly express feelings, thoughts, or opinions. Expressing oneself in a defeatist way, with apologies or lack of confidence. People with passive conduct often cannot say “no.”
Aggressive Behavior
Defending personal rights and expressing thoughts and opinions improperly, imposing oneself and transgressing the rights of others.
Types of Aggression:
- Direct verbal aggression: insults, injuries, threats, etc. Verbal aggression can turn into violence.
- Indirect verbal aggression: includes sarcastic, ironic, or malicious comments.
- Nonverbal aggressive behaviors: excluding someone from a conversation, expressions of contempt, etc.