مهارات الاتصال

االتصال مهاراتاعداد و ترجمة

عثمان كوهينور

تبغي التي الرسالة هي ماارسالها

تبادل كيفية في ينحصر الجيد االتصالبطريقة الناس بين والمعلومات الرسائل

سواء واضحة يسمعك لمن تصلها ان تريد التي المعلومة اآلخرين من تصلك التي المعلومة

االتصال طرفي االتصال حالة في الصحيحة المعلومة ايصال

من المجهود يتطلب اآلخرين بين و بينكالطرفين

المتحدثالمستمع

االتصال طرق عن نبحث لماذاالجيد

للمستمع ترسلها التي الرسالة او المعلومةواضحة غير او مغلوطة تكون قد

قد اآلخرين من اليك تصل التي الرسالةواضحة غير او خطأ بطريقة مفهومة تكون

تضيع و الفهم سوء يحدث الحالتين كلتا فيتنتهي وقد الطاقات وتستهلك الفرص

وخيمة بعواقب


مثلما الرسالة تستقبل ان هو الجيد االتصالتفهم ان و لك يرسلها ان صاحبها اراد

هو اراد كما منها المقصود الرسالة ايصال تستطيع ان الرسالة ايضا

انت اردت كما يفهمها بحيث لآلخر


) تريده ) ما او رسالتك نقل في نجحت اذاافكارك ستنقل ، الصحبحة بالطريقة

. فعال نحو على وآرائك األفكار ان فستجد ، ذلك في فشلت واذا

مما ، رأيك عن تعبر ال بإرسالها تقوم التيالحواجز وخلق االتصاالت انهيار في يتسببعلى -- سواء أهدافك طريق في تقف التي

والمهني الشخصي المستوى


شركة في المتقدمين بين حديث فحص فيمن أكثر 50لديها إلى ،000 أشير ، موظف

األكثر الوحيد العامل كان التواصل مهاراتاختيار في الحاسمة النقطة وهو أهمية

المديرين. جامعة أجرتها والتي السابقة الدراسة

مدرسة من األعمال إدارة في بيتسبرغبما ، االتصال مهارات أن إلى تشير ، كاتز ، والمكتوبة الشفوية المرافعات ذلك في

، اآلخرين مع العمل على القدرة عن فضالنجاح في ساهم الذي الرئيسي العامل هي

العمل


في المتزايدة األهمية من الرغم وعلىالعديد ومحاولة االتصال مهارات مجال

،اال عنها مستفيضة معلومات على الحصولايصال في يناضلون األفراد من العديد انالتواصل على قادرين غير ومازالوا رايهمباي او كتابة أو شفهيا سواء فعال بشكل

تقدمهم امام يقف العجز وهذا آخر اسلوبعملهم في


، ناجحا مهنيا مستقبال لنفسك تبني لكيفعال بشكل اآلخرين مع التواصل عليك

يجب ، بذلك للقيام رسالتك تحدد جمهورك تحدد معهم تتعامل كيف تتعلم باالتصال المحيطة الظروف تزن

الثقافية) المكان ) و الزمان الظرفية

بين االتصاالت في تؤثر العوامل تلك كلاالطراف

COMMUNICATIONS SKILLS – THE IMPORTANCE OF REMOVING BARRIERS

من مرحلة كل في تظهر االتصال مشاكلمن ) تتكون التي االتصال عملية مراحل

، التحضير ، الترميز ،االرسال قنوات ، الشفرة فك ، التلقي واالستجابة الفعل ردود

كل في وااللتباس الفهم سوء يظهر قدمرحلة

COMMUNICATIONS SKILLS – THE IMPORTANCE OF REMOVING BARRIERS

على والحصول الفعال التواصل ليكون لتكونالفهم سوء دون عبر بك الخاصة النقطة

الخاص الهدف يكون أن وينبغي ، واالرتباكهذه من مرحلة كل في المشاكل وتيرة لتخفيف

، واالتصاالت ، واضحة وموجزة مع ، العملية. مدروسة ودقيقة

To be an effective communicator and to get your point across without misunderstanding and confusion, your goal should be to lessen the frequency of problems at each stage of this process, with clear, concise, accurate, well-planned communications.

من العملية هذه نتابع ونحنالتالي : خالل

...أصل واضحا يكون أن إلى تحتاج ، للرسالة كمصدر

االتصال تريد وماذا ، التواصل كنت .لماذا بأن ثقة على تكون أن إلى أيضا تحتاج

ودقيقة مفيد التواصل كنت المعلومات As the source of the message, you need to be

clear about why you're communicating, and what you want to communicate.

You also need to be confident that the information you're communicating is useful and accurate.

MESSAGE... The message is the information that you want to

communicate.

ENCODING... This is the process of transferring the

information you want to communicate into a form that can be sent and correctly decoded at the other end. Your success in encoding depends partly on your ability to convey information clearly and simply, but also on your ability to anticipate and eliminate sources of confusion (for example, cultural issues, mistaken assumptions, and missing information.)

ENCODING...

A key part of this is knowing your audience: Failure to understand who you are communicating with will result in delivering messages that are misunderstood.

CHANNEL... Messages are conveyed through channels,

with verbal channels including face-to-face meetings, telephonevideoconferencing letters, emails, memosreports.

CHANNEL...

Different channels have different strengths and weaknesses. For example, it's not particularly effective to give a long list of directions verbally, while you'll quickly cause problems if you give someone negative feedback using email.

DECODING... Just as successful encoding is a skill, so is

successful decoding (involving, for example, taking the time to read a message carefully, or listen actively to it.) Just as confusion can arise from errors in encoding, it can also arise from decoding errors. This is particularly the case if the decoder doesn't have enough knowledge to understand the message.

RECEIVER... Your message is delivered to individual

members of your audience. No doubt, you have in mind the actions or reactions you hope your message will get from this audience. Keep in mind, though, that each of these individuals enters into the communication process with ideas and feelings that will undoubtedly influence their understanding of your message, and their response. To be a successful communicator, you should consider these before delivering your message, and act appropriately.

FEEDBACK... Your audience will provide you with feedback,

as verbal and nonverbal reactions to your communicated message. Pay close attention to this feedback, as it is the only thing that can give you confidence that your audience has understood your message. If you find that there has been a misunderstanding, at least you have the opportunity to send the message a second time.

CONTEXT... The situation in which your message is

delivered is the context. This may include the surrounding environment or broader culture (corporate culture, international cultures, and so on).

Removing Barriers at All These Stages

CONTEXT... To deliver your messages effectively, you

must commit to breaking down the barriers that exist within each of these stages of the communication process.

CONTEXT...

Let’s begin with the message itself. If your message is too lengthy, disorganized, or contains errors, you can expect the message to be misunderstood and misinterpreted. Use of poor verbal and body language can also confuse the message.

CONTEXT...

Barriers in context tend to stem from senders offering too much information too fast. When in doubt here, less is oftentimes more. It is best to be mindful of the demands on other people’s time, especially in today’s ultra-busy society.

CONTEXT... Once you understand this, you need to work to

understand your audience’s culture, making sure you can converse and deliver your message to people of different backgrounds and cultures within your own organization, in your country and even abroad.

HOW TO MAKE A GREAT FIRST IMPRESSION

by Henrik Edberg.

FIRST IMPRESSIONS CAN BE QUITE IMPORTANT.

Everyone stereotypes everyone on first impression, even if we are reluctant to do it.

We all get a first impression of a new person that creates a mental image of his or her personality in our minds.

THAT IMAGE OF YOU OFTEN LASTS AND CAN AFFECT THE RELATIONSHIP THAT FOLLOWS.

Another thing is that we often play different roles in relationships. With our parents we play one role, with friends another, with someone we are interested in/in love with a third, when shopping for clothes in a store a fourth. And so on.


A good or great first impression can create a positive role in the minds of the new people we meet. When we meet them again, we are often drawn back into this role. Sometimes it happens almost unconsciously until you after a few minutes notice that you have fallen into your old role – like when you meet friends you havenÂ´t seen in years – in that dynamic once again. You may not always be drawn into that role. But if you do it sure is better to have a positive than a negative role saved for you.


Here are some of the things I’ve learned about improving first impressions. Of course, different environments like business meetings with suits and ties or parties with umbrella-drinks come with different goals and expectations so figure out whatÂ´s appropriate and useful in each meeting.

ACT AS IF YOU ARE MEETING A GOOD FRIEND

If you just imagine that the person you have just met and are talking to is one of your best friends you’ll probably adjust unconsciously and start to smile, open up your body-language to a very friendly and warm position and reduce any nervousness or weirdness in your tone of voice and body-language. DonÂ´t overdo it though, you might not want to hug and kiss right away.

ACT AS IF YOU ARE MEETING A GOOD FRIEND

The nice thing about this is that you may also start to feel positive feelings towards this new person, just as you do with your friend when you meet him/her. This is a pretty good starting-point for getting them to reciprocate and for developing a good relationship.

KEEP YOU BODY LANGUAGE OPEN

Smile. Don’t cross your arms or legs. Turn your body towards the people you’re are shaking hands with or talking to so that your body language is friendly and open. Make relaxed eye contact – donÂ´t stare – when talking or listening. DonÂ´t look the person in the eye all the time. When you break eye-contact try to do it kinda slow, donÂ´t let your eyes just dart away. Making eye-contact can be a bit hard or scary but if you work at it youÂ´ll get used to it.

STAND UP STRAIGHT

Keeping a good posture certainly improves on the impression one makes. Don´t slouch. Sit or stand up straight.

BE POSITIVE

Sometimes you can go in all positive in a first meeting. Sometimes it may not be the best approach to go in too positive as it can be seen as bit abrasive or inappropriate. A better way to convey a positive attitude in a first meeting can then be to read the mood of person(s) before you start talking – by just watching them – and then match it for a short while. Then – when you have an emotional connection and the other person feels you are similar to him/her – you can let your positivity arise a bit more.

BE POSITIVE

Regardless if you start out positive from the get-go or a short, short while into the meeting, be sure to positive. If you, for instance, start a first meeting by complaining, thereÂ´s a big chance the people you meet will mentally label you as a complainer or a negative person.

DON’T THINK TOO MUCH

Try, as much as possible, to stay outside of your head and focus on the people you are talking to rather than focusing on yourself.

Mentally rehearse before you even enter the room


Visualize how great the events will unfold – see and hear it – and also how great will you feel at this meeting.


See yourself smiling, being positive, open and having a great time. See the excellent outcome in your mind. Then release by visualizing that it has already happened, that the meeting is over with the desired result. This is surprisingly effective and will get you into a great and relaxed mood before even stepping into the first, second or twentieth meeting.


You may also want to check out the ever-popular Do you make these 10 mistakes in conversation? for more information on stuff like listening, hogging the spot-light, what to talk about (and not to talk about) and the very common need to be right.

WHAT YOU SAY ISN´T THAT IMPORTANT

I´d say that mental rehearsal followed by acting as if you´re meeting a friend are the most important parts of all of this.

They often solve the rest of pointers in this article unconsciously and automatically and keeps your thoughts focused outwards instead of inwards.

WHAT YOU SAY ISN´T THAT IMPORTANT

The problem with an inward-focused meeting – where you focus on what you just said, how you look and what the other person thinks of you right now – can reduce anyone to a bumbling, second-guessing, fidgeting shadow of their former self as the self-consciousness becomes almost paralyzing.

WHAT YOU SAY ISNÂ´T THAT IMPORTANT

Also, as long as you try to use the first and the last point it doesn’t really matter too much what word or phrase you use to start the conversation. The words are only 7 percent of your communication. 93 percent is in your tone of voice and your body-language.

KEEP YOU BODY LANGUAGE OPEN

18 WAYS TO IMPROVE YOUR BODY LANGUAGE by Henrik Edberg. Print Continuing from the previous post 6

reasons to improve your body language, here is just a few of many pointers on how to improve your body language. Improving your body language can make a big difference in your people skills, attractiveness and general mood.

18 WAYS TO IMPROVE YOUR BODY LANGUAGE There is no specific advice on how to

use your body language. What you do might be interpreted in several ways, depending on the setting and who you are talking to. You’ll probably want to use your body language differently when talking to your boss compared to when you talk to a girl/guy you’re interested in. These are some common interpretations of body language and often more effective ways to communicate with your body.

18 WAYS TO IMPROVE YOUR BODY LANGUAGE First, to change your body language you

must be aware of your body language. Notice how you sit, how you stand, how you use you hands and legs, what you do while talking to someone.

18 WAYS TO IMPROVE YOUR BODY LANGUAGE You might want to practice in front of a

mirror. Yeah, it might seem silly but no one is watching you. This will give you good feedback on how you look to other people and give you an opportunity to practise a bit before going out into the world.

Another tip is to close your eyes and visualize how you would stand and sit to feel confident, open and relaxed or whatever you want to communicate. See yourself move like that version of yourself. Then try it out.

18 WAYS TO IMPROVE YOUR BODY LANGUAGE You might also want observe friends,

role models, movie stars or other people you think has good body language. Observe what they do and you don’t. Take bits and pieces you like from different people. Try using what you can learn from them.

18 WAYS TO IMPROVE YOUR BODY LANGUAGE Some of these tips might seem like you

are faking something. But fake it til you make it is a useful way to learn something new. And remember, feelings work backwards too. If you smile a bit more you will feel happier. If you sit up straight you will feel more energetic and in control. If you slow down your movements you’ll feel calmer. Your feelings will actually reinforce your new behaviours and feelings of weirdness will dissipate.

18 WAYS TO IMPROVE YOUR BODY LANGUAGE In the beginning easy it’s to exaggerate

your body language. You might sit with your legs almost ridiculously far apart or sit up straight in a tense pose all the time. That’s ok. And people aren’t looking as much as you think, they are worrying about their own problems. Just play around a bit, practice and monitor yourself to find a comfortable balance.

1. DON’T CROSS YOUR ARMS OR LEGS – You have probably already heard you

shouldn’t cross your arms as it might make you seem defensive or guarded. This goes for your legs too. Keep your arms and legs open.

2. HAVE EYE CONTACT, BUT DON’T STARE – If there are several people you are

talking to, give them all some eye contact to create a better connection and see if they are listening. Keeping too much eye-contact might creep people out. Giving no eye-contact might make you seem insecure. If you are not used to keeping eye-contact it might feel a little hard or scary in the beginning but keep working on it and you’ll get used to it.

3. DON’T BE AFRAID TO TAKE UP SOME SPACE – Taking up space by for example sitting

or standing with your legs apart a bit signals self-confidence and that you are comfortable in your own skin.

4. RELAX YOUR SHOULDERS – When you feel tense it’s easily winds up

as tension in your shoulders. They might move up and forward a bit. Try to relax. Try to loosen up by shaking the shoulders a bit and move them back slightly.

5. NOD WHEN THEY ARE TALKING – nod once in a while to signal that you

are listening. But don’t overdo it and peck like Woody Woodpecker.

6. DON’T SLOUCH, SIT UP STRAIGHT – but in a relaxed way, not in a too tense

manner.

7. LEAN, BUT NOT TOO MUCH – If you want to show that you are

interested in what someone is saying, lean toward the person talking. If you want to show that you’re confident in yourself and relaxed lean back a bit. But don’t lean in too much or you might seem needy and desperate for some approval. Or lean back too much or you might seem arrogant and distant.

8. SMILE AND LAUGH – lighten up, don’t take yourself too

seriously. Relax a bit, smile and laugh when someone says something funny. People will be a lot more inclined to listen to you if you seem to be a positive person. But don’t be the first to laugh at your own jokes, it makes you seem nervous and needy. Smile when you are introduced to someone but don’t keep a smile plastered on your face, you’ll seem insincere.

9. DON’T TOUCH YOUR FACE – it might make you seem nervous and

can be distracting for the listeners or the people in the conversation.

10. KEEP YOU HEAD UP – Don’t keep your eyes on the ground, it

might make you seem insecure and a bit lost. Keep your head up straight and your eyes towards the horizon.

11. SLOW DOWN A BIT – this goes for many things. Walking

slower not only makes you seem more calm and confident, it will also make you feel less stressed. If someone addresses you, don’t snap you’re neck in their direction, turn it a bit more slowly instead.

12. DON’T FIDGET – try to avoid, phase out or transform

fidgety movement and nervous ticks such as shaking your leg or tapping your fingers against the table rapidly. You’ll seem nervous and fidgeting can be a distracting when you try to get something across. Declutter your movements if you are all over the place. Try to relax, slow down and focus your movements.

13. USE YOUR HANDS MORE CONFIDENTLY – instead of fidgeting with your hands and

scratching your face use them to communicate what you are trying to say. Use your hands to describe something or to add weight to a point you are trying to make. But don’t use them to much or it might become distracting. And don’t let your hands flail around, use them with some control.

14. LOWER YOUR DRINK – don’t hold your drink in front of your

chest. In fact, don’t hold anything in front of your heart as it will make you seem guarded and distant. Lower it and hold it beside your leg instead.

15. REALISE WHERE YOU SPINE ENDS – many people (including me until

recently) might sit or stand with a straight back in a good posture. However, they might think that the spine ends where the neck begins and therefore crane the neck forward in a Montgomery Burns-pose. Your spine ends in the back of your head. Keep you whole spine straight and aligned for better posture.

16. DON’T STAND TOO CLOSE – one of the things we learned from

Seinfeld is that everybody gets weirded out by a close-talker. Let people have their personal space, don’t invade it.

17. MIRROR – Often when you get along with a person,

when the two of you get a good connection, you will start to mirror each other unconsciously. That means that you mirror the other person’s body language a bit. To make the connection better you can try a bit of proactive mirroring. If he leans forward, you might lean forward. If she holds her hands on her thighs, you might do the same. But don’t react instantly and don’t mirror every change in body language. Then weirdness will ensue.

18. KEEP A GOOD ATTITUDE – last but not least, keep a positive, open

and relaxed attitude. How you feel will come through in your body language and can make a major difference. For information on how make yourself feel better read 10 ways to change how you feel and for relaxation try A very simple way to feel relaxed for 24 hours.

YOUR BODY LANGUAGE You can change your body language but

as all new habits it takes a while. Especially things like keeping you head up might take time to correct if you have spent thousands of days looking at your feet. And if you try and change to many things at once it might become confusing and feel overwhelming.

YOUR BODY LANGUAGE Take a couple of these body language

bits to work on every day for three to four weeks. By then they should have developed into new habits and something you’ll do without even thinking about it. If not, keep on until it sticks. Then take another couple of things you’d like to change and work on them.

مهارات الاتصال

Health & Medicine