Module 6:
Basic Communication Skills
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Table of Contents
Module 6: Basic Communication Skills
Principles of Banking Certificate
Module 6:
Basic Communication Skills
Introduction
This module covers the communication process, the elements of
communication, and the barriers to good communication.
Importance
Without clear communication you will not be able to deliver
your message and achieve your communication goals. Unless communication goes properly,
there are many problems and troubles that occur that can cause miscommunication.
Overview
·
The
Meaning of Communication
- The communication process
- Communication barriers
- Verbal, vocal and visual elements in face to face communication
- Geri's Game (movie)
- Courtesy and etiquette
- The importance of listening to customers
- Risks and consequences of not listening
- Exercise: Are you a good listener?
- Hearing versus listening
- Effective listening techniques
Learning Objectives
Upon the completion of this module, you will be able to:
·
Explain
the meaning of communication.
·
Define
the power of listening.
Communication Process
Communication happens between two
parties, which we call the Source & Receiver.
The Source sends their
encoded message to the Receiver. In
return, the Receiver decodes the message, understands it, and then sends
their encoded feedback/response to the sender.
The encoding system used between
the sender and the receiver is called language.
That's why language is considered to be
the first and the most important barrier to communication.
The second barrier to
communication is noise. If the communication process is surrounded
with noise, there is no hope that the messages between both parties (Source
& Receiver) will be delivered clearly. This will cause the message to be cut off and
will cause Miscommunication.
Communication Exercise: Activity 1
Instructions:
Instructor will ask for two
volunteers to be seated in the middle of the room. The instructor will whisper to one of the
volunteers not to show any reaction to what the other volunteer will say. No comments, no replies, and even no facial
expressions are to be shown. The other
volunteer will be asked to tell his opponent any personal story he wants,
whether a success, funny, or even embarrassing story.
Observe:
How the volunteer who is telling
the story communicates and that, because there is no exchange or
acknowledgement from the receiver, the communication process doesn’t work.
Communication Story
Let’s look at the following
story. Keep in mind the barriers to
effective communication as you read this story:
Do we need to communicate?
A man and his wife had been
arguing all night, and as bedtime approached, neither was speaking to the
other. It was not unusual for the pair
to continue this war of silence for two or three days. However, on this occasion, the man was
concerned. He needed to be awake at 4:30
am the next morning to catch an important flight, and being a very heavy
sleeper, he normally relied on his wife to wake him.
Cleverly, so he thought, while
his wife was in the bathroom, he wrote on a piece of paper: 'Please wake me at
4:30 am - I have an important flight to catch'. He put the note on his wife's pillow, and then
turned over and went to sleep.
The man awoke the next morning and
looked at the clock. It was 8:00 am. Enraged that he'd missed his flight, he was
about to go in search of his errant wife to give her a piece of his mind when
he spotted a hand-written note on his bedside cabinet.
The note said: 'It's 4:30 am -
get up.'
Barriers to Communication
In our day to day communications, we experience barriers to
effective communication. Some examples are:
n
Language
n
Values, traditions, and
customs
n
Level of understanding
n
Specialization
n
Difference of level
n
Gaps of geographic
distribution
n
Excessive communications
n
Emotional barrier
n
Conclusion
n
Quick fix decision
n
Chaos
n
Distortion of message
(omission or addition)
n
Background
(receiver/sender)
n
Bad listening habits
Elements of Communication
We communicate with them in three ways:
1.
Verbal: The words that shapes the message
2.
Vocal: The tone, pitch, and volume used in
presenting the message
3.
Visual: The non verbal cues used in presenting
the message. Body Language is one of the ways we communicate visually
Verbal Communication
In the business
world, as in other aspects of our lives, most communication occurs verbally or
by voice. Talking is a skill we learn early
and practice frequently. Talking is also
a very effective and quick way to communicate.
Unless mechanical
media is used, verbal communication usually occur face-to-face, providing
immediate feedback to the speaker. This
situation encourages the receiver to participate in the communication and
allows the speaker to determine if the message has been fully understood. If the message is not understood, the speaker
can immediately provide more information, respond to the receiver’s feelings,
or clear up any misunderstandings.
Also, an
expression of feelings from either side allows the other person to respond with
feelings, creating a more natural communication than occurs in writing.
However,
verbal communication lacks permanence. As
thoughts or directions are verbally transmitted from one person to another,
they often are filtered or distorted by the receiver. They cannot be verified later against an
original source.
Characteristics of Effective Verbal Communication
n The vocabulary fits the
listener, not the speaker. Don’t use
long words or industry jargon the listener does not understand.
“If you put your money in a CD or an IRA, you cannot access it at the
ATM.”
n A strong message sends a
clear message. Clear, concise
sentences framed in good grammar are easy to understand. Don’t lose the listener in rambling
statements.
“Because of the large increase in customers,
in order to processes customer transactions at the most expeditious rate, it is
imperative that they adhere to all of the new requirements.”
n The volume, inflection,
and tone of voice help carry the verbal message. Speaking in a calm, relaxed manner
reassures the other person of your own comfort with the conversation. Use the appropriate level of loudness, not too
soft or too loud. Yelling isn’t
appropriate unless you’re alerting someone to a dangerous situation. Avoid both monotone and highly modulated inflection.
n
The rate of speech is adjusted to the listener. If the other person speaks slowly, then
slow down your rate. If the other person
speaks quickly, then speed up your rate.
Nonverbal Communication
Though it is often overlooked,
nonverbal communication occurs all the time. In fact, more than 65% of a message, except in
written communication, is carried non-verbally.
Consciously or unconsciously, we use nonverbal cues all of the time. An awareness of both your listener’s and your
own nonverbal behavior can result in more effective communication.
Nonverbal communication ranges
from a young child sticking out her tongue, to a clerk smiling as he hands you
change, to a business associate hesitating before entering the boss’s office.
Nonverbal communication can be
expressed by eye contact, posture, handshake, hand and arm gestures, a way of
walking, the way someone dresses, tone of voice, facial expressions, charts,
demonstrations, and even by silence.
Nonverbal communication can be
planned, as in the well-prepared delivery of a speech, or it may be
unconsciously transmitted, as we become angry, bored, or impatient with a
situation. Even being late for a meeting
qualifies as nonverbal communication because your action conveys the attitude
that the meeting was not as important as something else.
In a sense, the way we
communicate non-verbally creates the most lasting impression. Others are influenced more by our actions
than by our words! If you tell your
employees that you are interested in their ideas and problems but somehow you
can’t find the time to meet with them, they quickly believe your actions, not
your words. As Ralph Waldo Emerson put
it, “What you are thunders so loud I
cannot hear what you say.”
Characteristics of Effective Nonverbal Communication
n The non-verbals must
match the verbals. If verbals and
nonverbals are not congruent, the listener believes the nonverbal message. For example, shaking your head while saying, “Yes, I would be glad to do that.”
n
Non-verbals are different from one culture to another. Remember when you were a teenager and your
group of friends had its own special nonverbal signs and symbols to mean
certain things? People who are in the
same culture agree on the use and meaning of certain nonverbal messages. For example, in the United States Japan
n
The same non-verbals used by different people do not always mean the
same thing. However, the same
nonverbal used by the same person usually does mean the same thing. The better you know someone, the easier it is
to interpret the meaning of their nonverbal messages.
n Eye contact shows that
you are interested in the person. Wandering
eyes make the other person suspicious about whether you are telling the truth. Excessive eye contact can produce anxiety in
the other person. Good eye contact lies
somewhere between a fixed gaze and “shifty eyes.”
n
Nearness indicates approval and respect for the other person. Distance between you and the other person
may relay disapproval, disinterest, or lack of concern. Move comfortably close. Remove any physical barriers, unless you want
to establish your authority behind a desk. Remember, appropriate nearness is determined
by cultural norms. In the United States ,
a “personal space” of about 18 inches is appropriate.
n
Use an open body position to indicate acceptance of the conversation. An open position shows that you are
relaxed and attentive. A closed or rigid
body position indicates tension. It’s best
to use a relaxed, asymmetrical position.
We use different percentages
of the three communication elements in different ways when we communicate:
Face to face:
Body language (58
%) Voice tone (35 %) Words (7 %) = the message
Over the phone:
Voice tone (84 %) Words
(16 %) =
the message
Communications Breakdown
Research indicates that we spend from 50% to 80% of our day
communicating with people, staff, customer, suppliers and bosses – both
formally and informally.
SKILLS
|
LISTENING
|
SPEAKING
|
WRITING
|
|
Order in which skills are learnt as children
|
1
|
2
|
3
|
4
|
Percentage of use as adults
|
45%
|
30%
|
16%
|
9%
|
Order in which we are taught
|
4
|
3
|
2
|
1
|
Exercise: Activity 2
Communicating With Body Language
Instructions:
Each group should have one
flipchart page taped to the wall. Ask each group to select one of their
own to represent them in this exercise. Provide
a prepared drawing (geometric shapes) for each presenter and let him study it
well. Then he should assess and direct
his group to draw this shape on the flip paper using only his body language.
Conclusion:
This exercise shows the importance of body language.
How People Interact Face
to Face
When people communicate face to
face, 55% of their message is carried by the visual element of
communication. The vocal element carries
38% of their message and the verbal 7%.
How People Communicate Over the Phone
When people communicate over the
phone, 16% of their message is carried by the verbal element and 84% by the
vocal element.
Body Language
Body language is
the main communicator of the visual element and includes:
n Eye contact
n Facial expression
n Head movements
n Gestures and body movements
n Posture and stance
n Proximity and orientation
Courtesy and Etiquette
There are many
complexities around communicating effectively, but we can improve our
communication by practicing some of the simple rules of courtesy and etiquette. We can:
n
Select positive words and
avoid negative ones
n
Avoid the use of jargons
n
Portray a positive attitude
(always be proactive)
n
Demonstrate respect for
your receiver’s perspective
n
Use the receiver’s name
n Avoid interruption
The Importance of Listening to Customers
When we listen it:
n
Shows respect for our
customers
n
Makes our customers feel
cared about because their human needs are acknowledged
n
Helps us understand our
customers’ needs
n
Diffuses angry or upset
customers
n
Leads to successful
resolution of issues
n
Builds trust and rapport,
enhancing customer loyalty
Risks and Consequences If We Don’t Listen
If we don’t listen:
n It puts us at a disadvantage
n We miss important information
n Issues can escalate
n Customer loyalty is damaged
In Order to be…
n
A Good Communicator
n
A Perfect Sales Representative
n
A Professional Objection Handler or
n A Strong Negotiator
You Must Be An Effective
Listener.
Listening Exercise
Form the class room into a
U-shape using only your chairs. Each
person should be a distance of 50
cm from his colleague.
Instructions:
1)
Instructor will whisper a
word to the first person, and then he will transfer this word to the one beside
him. Everyone carries on transferring
the word to the next person.
2)
Instructor will stand
beside the last person in the U-shape and wait to receive the word.
3)
The participants will
listen for the word.
Hearing versus Listening
Hearing is…
n
A purely physical function
n
A simple activity (you just
hear sounds)
n
Automatic; does not take
effort
n
A natural function (unless
hearing is impaired)
n
A prerequisite for
listening
Hearing is one of the five basic senses. Hearing happens when sound waves are
transformed into audible impulses. In other words, hearing is the physiological
event of noise coming into your ear.
Listening …
n
Requires an extra effort –
attention and long-term concentration
n
Is a mental and emotional
experience (using feeling)
n
Is a complex activity
(requires analysis, interpretation, and translation)
n
Is a learned skill
n
Isolates sounds and looks
for specific meanings and ideas
n
Can be difficult and tiring
n
Is something few people are
excellent at
n
Yields personal and career
benefits
Excellent listeners are fully present and focused.
Levels of Listening
In his book, the 7 Habits of Highly Effective People,
Stephen Covey talks about the five levels of listening. They are:
n
Ignoring
The listener ignores the speaker
and does not pay attention to him.
n
Pretending
The listener pretends that he is
listening while he is really interested in something else.
n
Selecting
The listener selects what
interests him and drops irrelevant issues.
n
Attentive
The listener gives his full
attention to the speaker and listens with a high level of concentration.
n
Empathetic
The listener is not only fully attentive
while listening to the speaker. He also
understands the speaker's position and values by using his mental and emotional
feelings to connect with the speaker.
Where do you spend most of your
time?
How can you become a better
listener?
Types of Bad
Listeners
Unfortunately, people practice some bad listening habits as well as good
ones. Are you guilty of any of these?
n
Mind Reading: You'll hear little or nothing as you think,
"What is this person really thinking or feeling?"
n
Rehearsing: Your mental tryouts for "Here's what I'll
say next.”
n
Filtering: Hearing
only what you want to hear.
n
Dreamer: Drifting
off during a face-to-face conversation.
n
Identifier: You refer everything you hear to your
experience.
n
Derailer: Changing the subject too quickly tells
others you're not interested in anything they have to say.
n Placate: Agreeing with everything you hear just to be
nice or to avoid conflict does not mean you're a good listener.
Effective Listening Techniques
The job of the receiver in the
communication process is to listen, watch, and interpret the message. This process looks easy, and we all assume
that we are good listeners. However,
good listening skills take years to develop.
Here are some techniques that good listeners use:
Characteristics of an Effective Listener
n Focusing on the sender
- - Giving full attention and concentration to the person sending the
message. Besides focusing your attention
on the sender and the message, give nonverbal clues, like eye contact and open
body position, so that the sender knows you are listening
n Paraphrasing - -
Repeating in your own words what you think the sender said
n Probing - - Asking
open questions to encourage complete information about the message. Open questions start with “what” and
“how.” “Why” can also start an open
question, but it is discouraged because “why” tends to make the sender
defensive. You can reword every “why”
question to start with “what” or “how.”
n Reacting - - Be
careful not to react to the message until you understand the complete message
How to Listen Actively
CARESS Model
The Caress Model of
Listening teaches you how to develop active listening skills by using these 6
steps:
C…… oncentrate
A…… cknowledge
R ….. esearch
E…… motional Control
S…… ensing
S…… tructure
n
Concentrate
On what the speaker says in order not to
miss any information
n
Acknowledge
Acknowledge what you are listening to so
you can benefit from it
n
Research
The subject so you will be able to know how
logical, realistic, and possible it is
n Emotional control
You have to control your emotions while
listening to make sure that you are listening actively without being affected
by your feelings towards the speaker or towards the subject itself. Emotional
control means controlling your negative and positive emotions
n
Sensing
Use your sense in judging and evaluating
what you have listened to
n
Structure
After listening to the whole subject, start
mentally structuring it to have the complete picture, then start responding to
the speaker
Summary
In this module, you learned how to:
·
Explain
the meaning of communication.
·
Define
the power of listening.
