Chapter 4:
COMMUNICATION SKILL
Basic Model Of Communication ⭐ ⭐
Shannon And Weaver (1949) model: two-way communication
Include 2 parties: senders and receivers
Messages is transmitted via channels (waves, satellite, face-to-face,...)
One-way communication (books, plans,...) could also be useful
Can be time-consuming and not conveys enough information
Verbal and non-verbal communication 👥 👥
Verbal communication
Communication that use words - either written or spoken
Non-verbal communication
Communication that use body language including eye contact, facial expressions, gestures,...
Communication and it's use in persuasion
Communication purpose
Relay / receive request or instruction
Explain something
Convey feelings to others / appreciate another's feeling
To persuade or be persuaded
Coordinate activities with others
Collaborate with others
Build a relationship
Using logic to persuade
Rational arguments are forefront of any decision-making
Present information in a logical manner
Using emotions to persuade
People are also persuade by their individual and group emotions
In some case, emotions overrule logic
Using an ethical approach to persuade
Barriers to communication
Physical barriers
Language and semantic barriers
Strong regional accents and local phrases can cause confusion
Message ambiguity
Fail to listen to the message
The message is ambiguity
Feelings and emotions
Liking, disliking, prejudice
It's hard to listen to someone you dislike
Interest, enthusiasm
Missing important information if you "tune out" (loss interest)
Fear/suspicion
Other emotions: happiness, sadness, anger
The impact of culture
Cultural differences can be a source of confusion
We need to appreciate cultural
IT
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Lack of human nuances of face-to-face
Ohter barriers
Differing levels of knowledge
Hierachy
Jumping to conclusion
Differing values and perceptions
Listening
Physical
Things that reduces/distort the message
Email Skill
Meaning
The electronic form of communication in the workplace
Characteristics
Lack of visuals and audio cues
Ongoing series of sending and receiving messages
Problems
Escalation of conflicts
Implications
Emails is essential and useful
Used for factual information
Keep message focused
Reply to email promptly
Not rely on email
Not use emails for for tricky personal or emotional messages
Be aware of their negative characteristics