BASICS OF COMMUNICATION THE COMMUNICATION SQUARE ENGLISH Carmen
BASICS OF COMMUNICATION THE COMMUNICATION SQUARE ENGLISH Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
AGENDA § Definition of communication § Communication: cause and effect § The communication square after Schulz von Thun § Examples to the communication square § Communication related to sender § Communication related to recipient § Characteristics of successful communication § Nonverbal communication on the phone § Gender view § Service culture and service rules Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
DEFINITION OF COMMUNITACTION Communication is a process. . . . where the talker (sender) is sending information, which are encoded in linguistic an non linguistic signs through specific communication channels to a communication partner (recipient) who decodes this information Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
4 MESSAGES OF A SPEECH: THE COMMUNICATION SQUARE Speaking is always more than just an exchange of information between a sender and a receiver. The four sided model is assuming that every statement can be interpreted in four different aspects – from the sender as well as from the recipient. sender SIGNAL Appeal Information Self revelation These 4 messages are: 1. Information 2. Self-revelation 3. Relationship 4. Appeal Relationship (Schulz von Thun) Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/ receiver
EXAMPLE A mother sees her daughter coming home late from a party. She asks: "How was your party? “ Breaking down the signal shows that there is more than one message hidden in the question. The first message explains the facts: “Good you are back home”. However this sentence contains more than a simple statement. Your presence is nice I was lonely How was your party? I was worrying You are home too late Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/ When I speak, I share a fact —> information When I speak, I say something about myself —> self-revelation When I speak, I tell the other person how we relate to one another —> relationship When I speak, I seek to have an influence on the other —> appeal
EXPLANATION Information On the information level the narrator is transmitting data, facts and cirucumstances. Duties of the narrator are claritiy and comprehensibiltiy. With the „information ear“ the listener verifies the message based on the cirteria trueness (true/untrue) and relevance (improtance/non importance). In a good team situation this usually is not the problem Self-revelation Every statement causes a only parially conscious and intended self-revelation at the same time a unconscious and unintended self display. Every message could therefore be used as analysis of the personality of the narrator. The „self revelation ear“ of the listener is paying attention what contents ar in the message of the narrator. Relationship On the relationship level it shows how narrator and listener behave one to another and how they appraise themselfes. The narrator can show through the way of phrasing his/her body language, through tone appreciation, respect, goodwill, casualness, contempt. Depending on what the listeneer apprehend in his her „relationship ear“ s/he either fells accepted or cut-rated, respected or patronised. Appeal One who‘s expressing oneselve normally want‘s to bring sth. about. With a appeal the narrator want‘s to induce the listener to either do undo sth. The effort to excert influence can be open or covered. Open are requests. The receiver is questioning oneself at the „appeal ear“: „What am I supposed to think, do or feel? “ Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
HEARING THE SIGNAL It is almost impossible that the sender and receiver have the same level of information and decoding. The sender also has "four ears“: a factual ear, a relationship ear, a self-revelation ear and an appeal ear The factual ear: How is the factual information to be understood? The self-revelation ear: "What sort of person is this? " The relationship ear: "What relationship does he think he has with me? The appeal ear: "What does the sender want to achieve? " x 4 100% of understanding what was communicated requires the receiver to have "4 ears" a) Information ear b) self-revelation ear c) relationship ear d) appeal ear (Schulz von Thun) Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
EXAMPLE A husband comes home late from work and asks: “What cheese is this? “ The receiver receives all 4 messages of a signal at the same moment and hears with more than one ear. The reaction of the receiver to the signal depends on whether s/he is aware or unaware that s/he is more likely to hear with one ear. I will buy Gouda It is brie cheese “What cheese is this? “ Do you have to know everything? Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/ If you don’t like the cheese, buy your own one
CHARACTERISTICS OF SUCCESSFUL COMMUNICATION Best thing to do is to be aware in every communication that every person has more than one mouth and more than one ear. MESSAGE aim oriented Personal transparency Comprehensibility Appreciated relationship creation Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
NON VERBAL COMMUNICATION Non verbal communication § Through the voice not all contents can be transmittet properly § Body language sometimes has a stronger affect § Because it is original and straight („secondary channel“) Range of applycation of body language § Expression of emotions (fear, anger, joy) § Cummunicating of interpersonal Attitute(Dominanz) § Communicating through personality (social position) § Non verbal communication while talking (expression comments, gestures) The different body signals § Face expression, the look § Gestures and body movements § Posture , physical contact § Areal behavior (distance) § Clothes, body composition, external appearance Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
GENDER Men don‘t like talking about their emoitions too much. Women want to talk about their emotions. Men like facts, information, and usually talk clear text. They often don‘t understand the encrypted language of women and claim that women should just say clear what they want. Women are more likely to talk chievly and encrypht their request what‘s nt to easy to combine to the direct way of men. Wome easly feel misunderstood. Men make more statements. Women are questioning more, also they question the already asked question more often. Men analyze immediately what they‘ve heard and seem more distanced. Women signalise their attention and Understanding in conversations by noding and verification. Men mostly phrase before speaking Women mostly phrase while talking Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
SERVICE CULTURE AND SERVICE RULES Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/
THANK YOU FOR LISTENING CARMEN BEISSNER Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/ SOURCES Fiege, Regina; Muck, Peter M. ; Schuler, Heinz (2001): Mitarbeitergespräche. In: Schuler, Heinz (Hrsg. ): Lehrbuch der Personalpsychologie. Göttingen: Hogrefe, 2001, S. 433 -480 Fischer-Epe, Maren (2002): Coaching. Miteinander Ziele erreichen. Reinbek bei Hamburg: Rowohlt Schulz von Thun, Friedemann (1994): Miteinander reden 1. Störungen und Klärungen. Reinbek bei Hamburg: Rowohlt Watzlawick, Paul; Beavin, Janet H. ; Jackson, Don D. (1996): Menschliche Kommunikation. Mental Research Institute Palo Alto, Kalifornien. 9. , unveränd. Aufl. Bern: Huber
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