Effective Communication

EFFECTIVE COMMUNICATION
7-1
OBJECTIVES
To successfully complete this assignment, you must study the

text and master the following objectives:
Identify the parts of Shannons communications model.
State the barriers to effective communication.
Define active listening.
Describe how using proper orders and standard terminology may enhance
safety and mission success.
DEFINITION
Communication is the process of exchanging information.

Information is conveyed as words, tone of voice, and body
language. Studies have shown that words account for 7
percent of the information communicated. Vocal tone
accounts for 55 percent and body language accounts for 38
percent. To be effective communicators, team members must
be aware of these forms, how to use them effectively, and
barriers to the communications process.
Effective Ways
To
Communicate
The following actions have been observed in teams with

effective communications skills.
Acknowledge (Roger) communications.
Provide information in accordance with SOPs.
Provide information when asked.

Repeat, as necessary, to ensure communication is
accurately received.
Team Coordination Training Student Guide (8/98)
7-2
Effective Ways
To
when
Communicate
Request and provide clarification when needed.
(Cont.)
Ensure statements are direct and unambiguous.
Inform the appropriate individuals when the mission or

plans change.
PROCESS
Use
standard
terminology
communicating information.
Communicate all information needed by

those individuals or teams external to the
team.
Use nonverbal communication appropriately.
Use proper order when communicating information.
To understand the complexity of the process and how it can be influenced,

Figure 7-1 presents a communication model.
SHANNONS
COMMUNICATIONS MODEL
BARRIERS TO COMMUNICATION
MESSAGE
SENDER
INTENDED
LISTENER
PERCEIVED
FEEDBACK
Figure 7-1
BARRIERS
7-3
Barriers are influencing factors which impede or

breakdown the continuous communications loop. They
block, distort, or alter the information. By identifying
the barriers and applying countermeasures, team
members
can
effectively
communicate.
Barriers
include:
SENDER
Non-assertive behavior
Inappropriate priorities
Task-preoccupation
Organizational structure
Anger or frustration
Distractions
Personal bias
Tunnel vision
Team diversity
Interruptions
Lack of confidence
Rank differences.
Communications is a two-way process that starts with

the sender. The sender should be conveying information
necessary for mission accomplishment. The sender must
be proactive in making the receiver understand the
message. Too often, what is said is not always what is
heard. To prevent this from happening, do the following:
State one idea at a time.
State ideas simply.
Explain when appropriate.
Repeat if appropriate.
Encourage feedback.
Read between the lines. Did your choice of words, tone of the sentence,
and body language (intentional gestures or subconscious movements)
convey the same meaning?
MESSAGE
The message is simply the information the sender wants
to communicate to the receiver. The message is usually

verbal, but it can also be non-verbal. To reduce potential
problems, the sender should:
7-4
Use correct terminology (standard commands).
Speak clearly.
Time the message to be sent when the receiver is able to listen.
Use appropriate vocal tone and volume. Commands must be heard and
perceived as an imperative, not a question or comment. When breaking
error chains, or returning others to situational awareness, express a tone of
urgency and importance.
Be relevant to the receiver, not a distraction. The message needs to be

inclusive and informative. Inclusive means that it contains everything
necessary for the receiver to understand the senders point. Informational
means it is something that the receiver needs to know.
RECEIVER
The receiver needs information to accomplish his/her

task. The effectiveness of the team often rests on its
members ability to listen. Unfortunately, most people
find listening difficult.
The
receiver
must
exert
control
over
the
communication process. For receivers to have

control, it is important that they ensure that the
senders understand what the receivers want and
why they want it.
Example: Without the conning officer exerting positive
control over the flow of information from the navigation
evaluator and shipping officer, important information
could be buried in the large amount of information that
is periodically relayed during a transit in a congested
waterway.
Active
Listening
7-5
Active Listening is a process used by the receiver to facilitate

communication and enhance performance. It requires the
receiver to be active in the communications process. To
actively listen, the receiver needs to:
Focus attention on the message, giving it momentary

priority. If possible, look at the sender.
Listen and look for the

indirect message content
(nonverbal) as well as hearing the words. Observing
non-verbal cues provides information regarding what
the sender wants to convey. Your perception of the
message and the senders intent for the message may
be different. Word choice, tone of voice, body position,
gestures and eye movements reflect the feelings behind
the spoken word.
Keep an open mind and suspend judgment.
Verify what was heard.
Dont assume that your
perception of the message agrees with the senders
intent. Provide the sender feedback.
MESSAGE
Effective receivers verify their understanding of the message
FEEDBACK
with the sender. They consider words, tone, and body

language when they give feedback. Forms of feedback
include:
Acknowledging
Acknowledgment.
Parroting.
Paraphrasing.
Rogering a message is common courtesy. It demonstrates

that the receiver has heard the message. However, for
critical information or complicated ideas, acknowledgment
normally is insufficient to ensure understanding.
7-6
Parroting
Parroting is repeating back verbatim the words of the

speaker. It confirms to the speaker that the words
transmitted were the words received. It is preferred in
verifying
receipt
of
standard
commands.
Like
acknowledgement, it does not ensure the receiver understood

the message.
Paraphrasing
Paraphrasing is rephrasing, in your own words, the content

of the senders message to the senders satisfaction. It
clarifies the message for both you and the sender.
Paraphrasing allows you to check your understanding of the
message and shows the sender, that you listened accurately
(i.e., the content and intent was correctly understood). If you
listened inaccurately, the sender has an opportunity to
correct the communication error.
7-7
SELF-QUIZ 6
1. How is information conveyed?
Information is conveyed as words, tone of voice and body language.
2. Which method of conveying information accounts for only 7% of
the information actually conveyed?
Words is the method of conveying information that accounts for only 7%.
3. What are the parts of Shannons Communications Model?
a. Sender intended.
b. Listener perceived.
c. Message.
d. Feedback.
e. Barriers of communication.
4. Name three barriers to effective communication.
a. Non-assertive behavior.
b. Distractions.
c. Anger or frustration.
5. What is Active Listening?
Active Listening is a process that makes easier the communication between the receiver
and the sender, improving its performance. The receiver needs to be dynamic during this
process.
6. What is parroting?
Parroting is one of the processes used to ensure if the receiver understood
the message. It consists on the exact repetition of the words said by the
sender, but it does not guarantee if the receiver comprehended the
information exchanged.
7. What is paraphrasing?
Paraphrasing consists on saying by our own words the message transmitted
by the sender. In this way the receiver gives to the sender a perception of his
understanding of the information exchanged, so the sender can verify if the

message was well interpreted or is needed a correction in the information
the receiver was supposed to comprehend.

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EFFECTIVE COMMUNICATION

To successfully complete this assignment, you must study the

Identify the parts of Shannons communications model.

State the barriers to effective communication.

Define active listening.

Communication is the process of exchanging information.

The following actions have been observed in teams with

Acknowledge (Roger) communications.

Provide information in accordance with SOPs.

Provide information when asked.

Team Coordination Training Student Guide (8/98)

Request and provide clarification when needed.

Ensure statements are direct and unambiguous.

Inform the appropriate individuals when the mission or

Communicate all information needed by

Use nonverbal communication appropriately.

Use proper order when communicating information.

To understand the complexity of the process and how it can be influenced,

Team Coordination Training Student Guide (8/98)

Barriers are influencing factors which impede or

Communications is a two-way process that starts with

State one idea at a time.

State ideas simply.

Explain when appropriate.

The message is simply the information the sender wants

to communicate to the receiver. The message is usually

Team Coordination Training Student Guide (8/98)

Use correct terminology (standard commands).

Time the message to be sent when the receiver is able to listen.

Be relevant to the receiver, not a distraction. The message needs to be

The receiver needs information to accomplish his/her

communication process. For receivers to have

Team Coordination Training Student Guide (8/98)

Active Listening is a process used by the receiver to facilitate

Focus attention on the message, giving it momentary

Listen and look for the

Effective receivers verify their understanding of the message

with the sender. They consider words, tone, and body

Rogering a message is common courtesy. It demonstrates

Team Coordination Training Student Guide (8/98)

Parroting is repeating back verbatim the words of the

acknowledgement, it does not ensure the receiver understood

Paraphrasing is rephrasing, in your own words, the content

Team Coordination Training Student Guide (8/98)

understanding of the information exchanged, so the sender can verify if the

Team Coordination Training Student Guide (8/98)

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