UUT 122 SKILLS AND TECHNOLOGY IN COMMUNICATION MDM

UUT 122 SKILLS AND TECHNOLOGY IN COMMUNICATION MDM FAUZIAH BT ISMAIL School of Human Development & Technocommunication (i. KOM) Email: fauziahismail@unimap. edu. my

TOPIC 1. 4 INTRODUCTION TO COMMUNICATION SKILLS TYPES OF COMMUNICATION AND EFFECTIVE When somebody’s presence does really make itself felt, it can refresh my inner being; it reveals me to myself, it makes me feel more fully myself than I should be if I were not exposed to its impact. —Gabriel Marcel

TOPIC OUTCOMES After discussing this topic you should be able to: ü Understand the meaning of effective and effective communication ü Explain the dimensions and attributes/characteristics of effective communication

The Outlines 1. The definition of effective 2. Dimensions and attributes that contribute to effective communication. – 10 Communicator’s attributes to effective communication. – 8 others that may contribute to effective communication.

DEFINITION Definition of Effective “…adequate to accomplish a purpose; producing the intended or expected result. ” Therefore, effective communication can be defined as “…transmission of meaning from one person to another, as it was intended by the first person. ” (Maznevski, M. L. and Di. Stefano, J. J. (2000). Global Leaders are Team Players: Developing Global Leaders through Membership on Global Teams, Human Resource. Management, Vol. 39, N. 2 & 3, pp. 195 -208).

Also. . consider this But it is also about minimizing misunderstanding among a group of people working towards a common objective, since effective communication depends on “the degree to which the participants attach similar meanings to the messages exchanged” (Gudykunst, 1998, p. 27). Gudykunst, W. B. (1998). Bridging Differences: Effective Intergroup Communication. Thousand Oaks: Sage Publications.

Unfortunately, in real life, effective communication between people is difficult because the meaning of words is often understood differently by different people; the same word may carry different meanings as “we attach meaning to messages we construct and transmit” to others and also “attach meaning to messages we receive” (Gudykunst, 1998).

In business, according to Sharma and Patterson (1999), communications effectiveness refers to formal, semi formal and informal sharing of information in a meaningful and timely fashion between a subscriber/customer and a service provider with genuine empathy. The purpose of the communication effectiveness is to educate the customers and keep them informed about the service offerings. Sharma, N. & Patterson, G. P. (1999). "The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services". The Journal of Services Marketing, 13 (2), 151 -170.

DIMENSIONS & ATTRIBUTES TO EFFECTIVE COMMUNICATION Definition: • Dimension is aspect or scope • Attributes/attitutes is consider as a quality or prominent characteristic of the person, thing, group, etc.

10 Communicator’s attributes to effective communication.

Attentive Respect others Assertive Patient Kindness COMMUNICATOR’S ATTRIBUTES/ATTITUDES Honest Courtesy Ask , don’t comman d Empathy Sensitive

Attentive - Pay attention “Are you listening to me? ” or most importantly “Are you paying attention? ”

Respect others esteem for or a sense of the worth or excellence of a person, a personal quality or ability

Kindness Be kind to others, it will pay off. .

Empathy is a translation of the German term Einfühlung, meaning to feel as one with. It implies sharing the load, or “walking a mile in someone else’s shoes, ” in order to appropriately understand that person’s perspective. Empathy versus sympathy Empathy is a feeling different from sympathy. When one is sympathetic, one implies pity but maintains distance from another person’s feelings.

SENSITIVE

Ask nicely…say please, don’t demand

Honest - sincere; frank Dishonest?

Patience is a Virtue bearing provocation, annoyance, misfortune, delay, hardship, pain, etc. , with fortitude and calm and without complaint, anger, or the like.

Assertiveness is a healthy way of communicating. It's the ability to speak up for ourselves in a way that is honest and respectful.

Beside That • 8 other things that contribute to effective communication are:

CLARITY OF INTENT AND PURPOSE/GOALS • INTENT • (the state of a person's mind that directs his or her actions toward a specific object) • To share information, data, knowledge, ideas, emotions…. • To educate • To propose solutions • To play and et cetera • PURPOSE/GOALS • (practical result, effect, or advantage) • Sharing of experience (thought, feeling or knowledge) • Sharing attitude • Forming relationship • Selling products/goods and et cetera

COMPLETE MESSAGE/CONTENT • Consider 4 W (what, who, when, why) and 1 H (how) • Simplification • Share definition of or explain specific terminology or jargon Great ideas, it has been said, come into the world as gently as doves. Perhaps, then, if we listen attentively we shall hear amid the uproar of empires and nations a faint flutter of wings, the gentle stirring of life and hope. —Albert Camus

GOOD VERBAL LANGUAGE Do not mumble Pronounce words clearly Use concise (direct, short, simple) language Avoid jargon

GOOD NON-VERBAL LANGUAGE Use right voice tone Practice eye contact Use right gesture at the right time Use right facial expression Control speed of speech

CHANNEL/MEDIUM Choose right or best channel face-to-face telephone (meet in /hand person, phone meeting, deliver speech…. ) E-mail MEDIA RICHNESS Fax machine bulletin/ newsletter

Avoid environment that hinder communication NOISE TOO HOT OR COLD TOO MANY PEOPLE AROUND ENVIRONMENT/CONTEXT

CONSIDER THE RECEIVER Consider his/her attitude Consider his/her level of thinking Consider his/her state of emotions

• Pay attention to feedback • Response accordingly to request, explanation et cetera The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer. —Henry David Thoreau

Thank you and see you again