‫بسم هللا الرحمن الرحيم‬

Course Director
Abdulkhaliq Ali Khalil
Pg in HRM & Project Planning
 Effective Communication
 The Communication Process
 Nonverbal Communication
 Representational Systems
Communication is a system of transmitting
messages using multiple components. It is
generally used to convey thoughts, feelings and/or
ideas.

It is the process of exchanging information by the

use of words, letters, symbols, or nonverbal
behavior.
Effective communication lead to:
◦ Good human relations
◦ Better cooperation and coordination between
management and workforce
◦ Improved productivity and efficiency
◦ Improved morale
◦ lower staff turnover and absenteeism
 Quicker
Improved Stronger
problem
stakeholder decision
solving
response making

Enhanced
Effective Increased
professional Communication productivity
image

Steadier
Clearer work
promotional Stronger flow
materials business
relationships
Verbal Non - Verbal
Steps in the Communication Process

 Sender
 Message
 Channel
 Receiver
 Feedback
 It matters not so much what you say as it does how
you say it.

 Your communication style is a SET of

various behaviors and methods of relaying
information that impact all facets of life.
 Step 1 – the sender encodes the message and selects a
transmission channel.

 Step 2 – the sender transmits the message through his chosen

channel.

 Step 3 – the receiver decodes the message and decides if

feedback is needed.

 Step 4 – a response or new message maybe transmitted by the

receiver.
 Types of Communication
 One-Way Vs. Two-Way
 Verbal Vs. Non-Verbal
 Upward – Downward – Horizontal

 One-Way vs Two-Way Communication

◦ One-Way
 Seeing – reading
 Hearing – television, radio, etc.
◦ Two-Way
 Provides interaction and feedback
 Increases opportunity to understand
 Body Language:

 Parts of Body Language:

 Facial Expression: Eyes, Forehead, Mouth,
Nose, eyebrows..
 Hands and Limbs.
 Walk, stand, pose.
 Physical response.
 Content: Words and sentence construction used.
◦ We create words and construct sentences according to
what we (want to say).

 Context: The way you present words.

◦ Body Language
◦ Medium/Communication Environment
◦ Sentiments/Feelings
◦ Time/Place
◦ Presupposition/Prejudgment
◦ Noise (Physical/Mental)
 Things you cannot change.
 Things you can change with effort.
 Things you can easily change.

◦ Can you give examples of each?

 Upward (Information)
 Downward (Instructions/Directives)
 Horizontal (Coordination)
 Sender filters (distorts/changes) message sent.
 Receiver doesn‘t listen properly (not paying attention,
uninteresting, unimportant)
 Perception barriers (cross cultural differences)
 Amount of information
 Inappropriate transmission channel
 Environmental distractions (too much noise)
 Lack of trust & credibility between sender & receiver
18
 Seven Habits
 MRPT
 Dealing with Difficult People
Understanding Verbal Communication
Styles
 Allowing our own rights to be violated by failing to
express our honest feelings.
 The goal of being a passive communicator is to
avoid conflict no matter what.
 Little risk involved – very safe.
 Little eye contact, often defers to others’ opinions,
usually quiet tone, may suddenly explode after
being passive too long.
 “I don’t know.”
 “Whatever you think.”
 “You have more experience than I. You decide.”
 “I’ll go with whatever the group decides.”
 “I don’t care. It doesn’t matter to me.”
 “Yes, yes, yes, yes, yes, yes, yes. . . NO!”
 Protecting one’s own rights at the expense of others’
rights – no exceptions.
 The goal of the aggressor is to win at all costs; to be
right.
 Does not consider actions a risk because this person
thinks they will always get their way. It is risky in terms
of relationships
 Eye contact is angry and intimidating; lots of energy;
loud and belittling; never defers to others, or at least
does not admit to; manipulative and controlling. Often
uses violence or verbal abuse.
 “I don’t know why you can’t see that this is the
right way to do it.”
 “It’s going to be my way or not at all.”
 “You’re just stupid if you think that will work.”
 “ “Who cares what you feel. We’re talking about
making things work here.”
 Protecting your own rights without violating the
rights of others.
 The goal of the assertive person is to communicate
with respect and to understand each other; to find
a solution to the problem.
 Takes a risk with others in the short run, but in the
long run relationships are much stronger.
 Eye contact maintained; listens and validates
others; confident and strong, yet also flexible;
objective and unemotional; presents wishes clearly
and respectfully.
 “So what you’re saying is. . . .”
 “I can see that this is important to you,
and it is also important to me. Perhaps
we can talk more respectfully and try to
solve the problem.”
 “I think. . . I feel. . . I believe that. . . .”
 “I would appreciate it if you. . .”
 Let me understand your thoughts on
this…
 All styles have their proper place and use.
 Assertive communication is the healthiest.
◦ Boundaries of all parties are respected.
◦ Easier to problem-solve; fewer emotional outbursts.
◦ It requires skills and a philosophy change, as well
as lots of practice and hard work.
◦ When both parties do it, no one is hurt in any way
and all parties win on some level.
 NON-VERBAL
COMMUNICATION

Nonverbal Communication in
Organizations
 NON-VERBAL
COMMUNICATION
The study of non-verbal communication
examines how messages are communicated
through physical behavior, vocal cues and
spatial relationships.
 The total impact of a message breaks down
like this:

• 7 percent verbal (words) Hello!!

• 38 percent vocal (volume, pitch, rhythm, etc)

• 55 percent body movements

(mostly facial expressions)
 􀁺 Environment

 􀁺 Body placement

 􀁺 Posture

 􀁺 Gestures

 􀁺 Facial expressions and movement

 􀁺 Clothing, dress, appearance

• Effective communication is the
combined harmony of verbal and
nonverbal actions.

• Nonverbal communication consists of

body movement, facial expressions and
eye movement.
Major areas of nonverbal behaviors
are:

• Eye contact

• Facial expressions

• Gestures
• Posture and body orientation

• Proximity

• Para linguistics
EYE CONTACT
 EYE CONTACT
• The eyes can give clues to a person’s
thoughts.

• When someone is excited, his pupils

dilate to four times the normal size.

• An angry or negative mood causes the

pupils to contract.
 EYE CONTACT
• Good eye contact helps the audience
develop the interest in the speaker.

• Eye-contact helps regulate the flow of

communication and reflects interest in
others.
 EYE CONTACT
• Direct eye-contact conveys interest,
warmth, credibility and concern.

• Shifty eyes suggest dishonesty.

• Downward gaze may be a sign of

submissiveness or inferiority.
FACIAL EXPRESSIONS
 FACIAL EXPRESSIONS
• You have 80 muscles in the face that
can create more than 7,000 facial
expressions.
•The facial muscles produce the varying
facial expressions that convey information
about emotion, mood, and ideas.
•Emotional expressions are one primary
result of activity by the facial muscles.
 FACIAL EXPRESSIONS
There are six categories of facial
expressions:
• Happiness
• Sadness
• Anger
• Disgust
• Surprise
• Fear
 FACIAL EXPRESSIONS

HAPPINESS

“Whoever is happy will make others happy too.”

-Mark Twain
 FACIAL EXPRESSIONS
SADNESS

“Sadness dulls the heart more than the

grossest sin”
-Author Unknown
FACIAL EXPRESSIONS

ANGER

“Anger is one letter short of danger”

Author Unknown
 FACIAL EXPRESSIONS
DISGUST

A disgusting expression
on the face is considered
negative and should be
avoided in formal gatherings.
 FACIAL EXPRESSIONS
SURPRISE

The eye-brows and the eyes

are most affected in an expression of
surprise.
 FACIAL EXPRESSIONS

FEAR

There is nothing to fear, but fear itself.

 GESTURES

•Recognizing attitudes conveyed through Body Language

•Right postures to adopt at the Work Place and postures to avoid
•Pick up non-verbal signals from a customers body language
•Facial expressions can enhance or detract verbal communication
•Setting standards of Body Language to drive Customer Delight at
the Public Office
 GESTURES
• Gestures communicate as effectively as
words, sometimes even better.

• Gestures support the verbal

communication.

• They sometimes detract from what you

say.
 GESTURES
There are some negative gestures which
should be avoided:
• Pointing at people- It is perceived as
accusatory.
• Fiddling with your items-It gives the
impression that you are nervous.
• Dragging the feet-It implies lethargy.
• Head Down- It suggests timidity.
 GESTURES
• Drooping shoulders- It implies
weariness and lethargy.
• Weak handshake-It implies meek and
ineffectual personality.
• Shifty eyes- It suggests nervousness.
• Arms crossed on the chest- It is a
defensive gesture.
 GESTURES

• Hands in pockets- Shows disrespect,

and that you have something to hide.
• Covering your mouth- It suggests you
are lying.
• Shaking feet or legs- It shows
indifference and disinterest.
Avoid these hand gestures
Use these hand gestures
 POSTURE AND
BODY ORIENTATION
 POSTURE
• Body posture can be open or closed.

• Interested people pay attention and

lean forward.

• Leaning backwards demonstrates

aloofness or rejection.
 POSTURE
• A head held straight up signals a
neutral attitude.

• A head down is negative and

judgmental.

• A head tilted to the side indicates

interest.
 POSTURE
Some negative postures should be
avoided:
Rigid Body Posture-Anxious/ Uptight
• Hunched Shoulders –Lacks interest/
Feeling inferior
• Crossed Arms-Protecting the body/
Negative Thoughts
What impression do the following people give
you?
What impression do the following people give you?
 PROXIMITY

Proximity is the distance people maintain

between themselves while talking.
 PROXIMITY
DISTANCE ZONES
• Intimate Zone- No more than18 inches
apart (mother and baby)
• Personal Distance-18 inches to 4 feet.
(Casual and personal conversations).
• Social Distance-4-12 feet (impersonal,
business, social gatherings)
• Public Distance-More than 12
feet( Public speaking)
 PROXIMITY
• Space/Distance as an indicator of
intimacy-The more we get to know
each other the more we are permitted
into each other's personal space
• Space/Distance as an indicator of
status- Executives, presidents of
colleges, government officials have
large offices with big space...
secretaries have small space
 PARALINGUISTICS
• Para linguistics are what accompany
your words to make up for its true
meaning.

• Paralanguage refers to the vocal aspect

of communication.
 PARALINGUISTICS
Components of Para linguistics are:

• Rate of speed- When a speaker speaks too

fast, he is seen as more competent.

• Pitch-Pitch should be changed in

accordance with the context of spoken
words.
 PARALINGUISTICS
• Volume- It refers to loudly we speak.
Loud people are perceived as
aggressive or over-bearing. Soft-spoken
voices are perceived as timid or polite.

• Fillers- Words like “umhh” “ah””aaa”

are used to gather thoughts.
 Remember
Its Fun to be Good !
Let ‘Em Hear you are
Listening
Listening
TWO
AND
ONE

Nature has intended us to LISTEN twice

as much as we speak!
• Decide to be a better listener .

• Remember - hearing is only physical , listening is

intellectual.
There are four basic components
to effective listening

listening with empathy

listening with openness
listening with awareness
listening actively
Listening with Empathy

Sometimes we do not listen to others because

we are not interested in what the other person is saying

we do not understand what the other person is saying
we do not agree with the other person
Listening with Empathy

To listen with empathy, try to identify what needs the other

person is trying to meet
Ask yourself these questions:

What need is this person’s emotion(s) coming

from?

What danger is the person experiencing?

What is he asking for?

Listening with Empathy
Sometimes we do not listen because
we do not want to hear what is being said
we feel threatened by the content
we fear being wrong
we cannot believe that an unlikable person has
something to say that is worth considering
 Listening with Openness
To listen with openness, imagine you are a
detective trying to get all the facts. You are
trying to find the truth.

View the information from the perspective of the other

person.

Consider the other person’s background, culture,

history, etc.
Listening with Awareness

There are two components to listening with awareness:

being aware of conflicts between what is being said

and your own knowledge base
being aware of conflicts between the content of the
message and the body language of the speaker
(tone, voice inflections, stance, etc.)

Recognizing that conflicts can be a tool for making the

verbalized message more accurate.
Active Listening
Active listening means to be verbally involved with the
communication.

Active listening helps us to keep our minds focused on

the communication.

The three elements of active listening are

paraphrasing
clarifying
feedback
  Informative Listening
 Relationship Listening

 Appreciative Listening

 Critical Listening

 Discriminative Listening
 Hearing what you want to hear called selective listening
 Thinking of what you are going to say next
 Distractions such as co-workers, noise, side conversations
etc.
 Thinking about the previous customer call
 Worrying about the next customer call or work in general
 Stress
 Getting involved emotionally (instead of logically)
 Holding preconceived ideas about the caller’s inquiry
 Thinking about personal issues
 Boredom
 Making assumptions rather than asking questions
 Remember
Its Fun to be Good !
 Many definitions, but several common
themes
◦ Parties must perceive conflict
◦ Opposition or incompatibility
◦ Some form of interaction
 Our definition: A process that begins when
one party perceives that another party has
negatively affected, or is about to negatively
affect, something that the first party cares
about. The process usually involves one
party or group working for its own interests
and in opposition to the interests of the
other group or individual.
Type “A” Personality

Vs.

Type “B Personality
 Highly Competitive
 Strong Personality
 Restless when inactive
 Seeks Promotion Punctual
 Thrives on deadlines
 Maybe jobs at once
 Works methodically
 Rarely competitive
 Enjoys leisure time
 Does not anger easily
 Does job well but
doesn’t need
recognition
 Easy-going
 Body language
◦ Stiff and straight
◦ Points, bangs tables to emphasize points
◦ Folds arms across body
 Verbal language
◦ “I want you to…”
◦ “You must…”
◦ “Do what I tell you!”
◦ “You’re stupid!”
Aggressive people are basically
insecure….. Try to avoid them.
 Body Language  Verbal Language
◦ Avoids eye contact ◦ “I’m sorry”
◦ Stooped posture ◦ “It’s all my fault”
◦ Speaks quietly ◦ “Oh dear”
◦ Fidgets

Submissive people
have a great sense
of inferiority
 Body language
◦ Stands straight
◦ Appears composed
◦ Smiles
◦ Maintains eye contact
 Verbal language
◦ “Let’s”
◦ “How shall we do this?”
◦ “I think… What do you think?”
◦ “I would like…”
 Within an individual
 Between two individuals
 Within a team of individuals
 Between two or more teams within an
organization
 Conflict of aims- different goals
 Conflict of ideas- different interpretations
 Conflict of attitudes - different opinions
 Conflict of behavior- different behaviors are
unacceptable
 Conflict arises
 Positions are stated and hardened
 Actions, putting into action their chosen plan
 Resolution???
 Assess positive and negative personality
traits of people involved
 Determine personality type
◦ Aggressive
◦ Submissive
◦ Assertive
 Assess if people are introvert or extroverts...
 Review past conflicts
 Assess communication skills of those
involved
 Read body language of participants
 Try to reduce conflict
◦ Realize that communication is colored by personal
experience, beliefs, fear, prejudices
◦ Try to be neutral
◦ Plan the timing and place of the conversation
◦ Realize that outside stress may add to
confrontation
◦ Eliminate/reduce external interruptions
 Manage the language used
◦ Neutral vs. loaded words
◦ Reduce technical language
◦ Allow for cultural differences in language
◦ Words may have different meanings for different
people…ask them to elaborate
 Aggressor
 Passive
 Absentee
 Error prone
 Negative
attitude
 Chatterbox
 Do nothing
 Unreliable
 Time waster
 Resentful
person
 High
Compete Collaborate

Assertiveness of
Compromise
Response

Avoid Accommodate
Low
Low High
Similarity of Goals
Objectives

At the completion of this module, participants will be

able to:

 Identify ways to establish and to commit to

individual purpose.
 Recognize problem behaviors or non-productive
behaviors and actions of difficult people.
 Examine coping strategies for working with non-
productive behaviors.
Definitions

Attitude- the overall way you relate to the outside

world or present yourself to others.

Paradigm or mental model- the way you think and

consequently act about something.
Personal Check-In: Reflections from the Past

 Briefly describe the situation.

 What action by another did you view as difficult
or non-productive?
 What did you do?
 What could you have done which might have
produced better results?
Icebreaker: Types of Non-Productive Behavior

1.
2.
3.
4.
5.
6.
7.
8.
Your Attitude: It’s Up to You!
 Emphasize the positive.
 Look for the silver linings.
 Accept reality and move ahead!
 Seek the lesson, learning, or legacy.
 Recognize the long view.
 Focus on possibilities, not problems.
 Maintain a willingness to change.
 Remember, you always have a choice of ways to
respond.
Your Attitude: It’s Up to You!

 Offer an enthusiastic greeting.

 Be more positive with those you see every day.
 Smile when you talk on the telephone (a smile can
be heard!).
 Laugh so others will laugh, too.
 Share uplifting personal stories.
 Set a positive example.
Clarify Your Purpose and Your Goals

Take a few minutes to think about your whole life,

the personal and professional life you enjoy.

1. Write down what is most important to you.

2. What do you want to be or do in your life?
3. What roles are most significant for you?
4. What is one goal you have for each role you listed
in question 3?
Non-Productive What you need to do
Behavior (Management Goal)
-----------------------------------------------------
Arguing Help to consider other ideas.
Withdrawing Persuade to contribute/be involved.
Aggression Persuade to contribute/be involved.
Complaining Shift to problem solving.
Zapping Focus on the possibilities
Attention-Seeking Shift focus to task at hand.
Arrogance Open mind to group task or to new
information.
Reality Practice: Responses to Non-Productive Behaviors

Action Non-Productive Your Best Response

Behavior
Example: Aggression and Refocus on group task and
Employee responds Arrogance purpose. State, “Our job is
to you with anger to feed students. I want
and hostility about every student to have the
how you opportunity to purchase a
reorganized the meal. The new schedule is
work schedule after one way we can serve all the
a new lunch period students.”
was added to the
schedule.
Example:
Checking Out: Analysis and Action
 Write the initials of a person whose behaviors you
currently view as difficult.
 What action or behavior seems “difficult” to you?
 What attitude or action of yours is contributing negatively
to the situation?
 What could you change about you?
 What strategies could you use to make the situation more
agreeable to you and the other person?
 Check out your analysis with another participant. Share
with the intent to identify the best options available to
you.
Thank You