COMMUNICATION SKILLS

HASIL PEMBELAJARANMenerangkan proses komunikasi.

2. Menerangkan faktor-faktor yang boleh menjejaskan komunikasi.

Membandingkan stail komunikasi secara emotif, reflektif, mengarah dan menyokong

Membandingkan stail komunikasi secara agresif, pasif, pasif-agresif dan asertif.

Menerangkan ciri-ciri seorang communicator yang berkesan.

Menerangkan ciri-ciri pendengaran aktif.

COMMUNICATION IN MANAGEMENT Communication is a process that involves a sender who encodes and sends the message, which is then carried via the communication channel to the receiver where the receiver decodes the message, process the information and sends a appropriate reply via the same communication channel.

PenghantarSaluran PenerimaMaklum BalasEnkodDekodPROSES KOMUNIKASI

COMMUNICATION CHANNELS

Channels Strength

Written word (verbal) Permanent and accessible Better thought out Spoken word (verbal) Immediacy

Symbolic gestures (non-verbal) reinforce spoken word Visual images (non-verbal) Convey powerful messages

Multimedia

COMMUNICATION BARRIERS

Semantics Psychological Physiological Physical Information overload Filtering Barriers need to be recognised and overcome to ensure effective communication

INSPIRATIONAL COMMUNICATION

RULE 1: Be clear in your mind what you want to communicateRULE 2: Deliver the message clearlyRULE 3: Make sure message is clearly and correctly understood

It is all about CLARITY

COMMUNICATION STYLES

Aggressive

Passive

Passive- Aggressive

Assertive COMMUNICATION STYLES

You choose and make decisions for others. You are direct and forceful. You demand your own way. You feel righteous, superior, controlling. Others feel humiliated, defensive, resentful and hurt. Others view you as angry, revengeful, distrustful and fearful.

The outcome is usually that your goal is achieved at the expense of others. Your rights are upheld but others are violated. Your underlying belief system is that you have to put others down to protect yourself.

AGGRESSIVE STYLE

You allow others to choose and make decisions for you. You are emotionally dishonest. You are indirect and self denying. You are inhibited. You feel anxious, ignored, helpless, manipulated, angry at yourself and/or others. Others feel guilty or superior and frustrated with you. Others view you in the exchange as a pushover and that you dont know what you want or how you stand on an issue.

The outcome is that others achieve their goals at your expense. Your rights are violated. Your underlying belief is that you should never make someone uncomfortable or displeased except yourself.

PASSIVE STYLE

You manipulate others to choose your way. You appear honest but underlying comments confuse. You tend towards indirectness with the air of being direct. You are self-enhancing but not straight forward about it. In win-lose situations you will make the opponent look bad or manipulate it so you win. If you dont get your way youll make snide comments or pout and be the victim. Others feel confused, frustrated, not sure who you are or what you stand for or what to expect next. Others view you in the exchange as someone they need to protect themselves from and fear being manipulated and controlled.

The outcome is that the goal is avoided or ignored as it cause such confusion or the outcome is the same as with an aggressive or passive style. Your underlying belief is that you need to fight to be heard and respected. If that means you need to manipulate, be passive or aggressive, so be it.

PASSIVE-AGGRESIVE STYLE

You choose and make decisions for you. You are sensitive and caring with your honesty. You are self-respecting, self expressive and straight forward. You convert win-lose situations to win-win ones. You are willing to compromise and negotiate. You feel confident, self-respecting, goal-oriented, valued. Others feel valued and respected. Others view you with respect, trust and can understand you stand.

The outcome is determined by above-board negotiation. Your rights and others are respected. Your underlying belief is that you have a responsibility to protect your own rights. You respect others but not necessarily their behaviour.

ASSERTIVE STYLE

Emotive

Reflective

Directive

Supportive COMMUNICATION STYLES

Characteristics

Frank and assertive

Goal-focused

Self-confident and hard to admitting of being wrong

Serious, no-nonsense attitude

Firm gestures and voice

Prefer formality

DIRECTIVE STYLE

Characteristics

Avoid using dramatic gestures

Prefers to be alone, reserved

Thinks before speaking, speak slowly

Prefers to communicate in a formal way

Do not display emotion

Prefers orderliness, organized

Wants to know the detailsREFLECTIVE STYLE

Characteristics

Cooperative

Listens attentively

Other-oriented

Uses persuasion, not power

Polite and patient

Appreciative

SUPPORTIVE STYLE

Characteristics

Enthusiastic, expressive, responsive, emotional

Outspoken

Share feelings, hopes and concerns

Uses vigorous gestures and facial expressions

Prefers informality

PersuasiveEMOTIVE STYLE

SUPPORTIVE COMMUNICATION Supportive communication is interpersonal communication that has the goal of preserving the relationship between the department head and faculty member (principal and school member) while still addressing the problem at hand

SUPPORTIVE COMMUNICATION ATTRIBUTES 1. Problem-oriented, not people-oriented 2. Based on congruence, not incongruence 3. Descriptive, not evaluative 4. Validates rather than invalidates individuals 5. Specific, not global 6. Conjunctive, not disjunctive 7. Owned, not disowned 8. Requires listening, not one-way message delivery

CROSS-CULTURAL COMMUNICATION

If I am to speak ten minutes, I need a week for preparation; if fifteen minutes, three days; if half an hour, two days; if an hour, I am ready now.

Woodrow Wilson

Characteristics of an effective communicator:

Very clear what he wants to convey The language must be simple and straight forward.Do not use loaded language with phrases or difficult terminology or jargon. Quality not quantity of the message that counts.Demonstrate his confidence by way of his body language.Radiate energy and enthusiasm so as to create positive impact in the minds of the receivers.

Characteristics of an effective communicator:Assess the maturity level of the audience and must communicate accordingly. Organize properly with thorough preparation. Prevent barriers in communication.Verbal and body language must be consistent.Appropriate intonation, pauses and emphasis. Must have ability to raise the curiosity level of the audience.

BASIC LISTENING MODES Passive or Attentive Competitive or Combative Listening Active or Reflective Listening

Competitive or Combative Listening - interested in promoting our own point of view

- not really interested in understanding someone elses view. - listen for openings to take the floor, or for flaws or weak points we can attack.

Passive or Attentive Listening - Genuinely interested in hearing and understanding the other persons point of view. - Attentive and passively listen. - Assume that we heard and understand correctly. - Stay passive and do not verify it.

Active or Reflective Listening - The most useful and important listening skill. - Genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means- Active in checking out our understanding before we respond with our own new message. - Restate or paraphrase our understanding of their message and reflect it back to the sender for verification.

SOALAN TUTORIAL1. Pilih mana-mana DUA faktor penghalang komunikasi dan terangkan peranan guru untuk mengatasi halangan ini dalam proses pengajaran dan pembelajaran.

2. Sebagai seorang guru, terangkan bagaimana anda mengamalkan pendengaran aktif.

3. Bagaimana anda boleh meningkatkan kemahiran penyampaian pelajaran anda?

SOALAN TUTORIALCuba memahami situasi berikut. Terangkan bagaimana anda bertindak sebagai:

i..secara pasifii. Secara agresifiii. Secara pasif-agresifiv. ...a passive person would react ...an aggressive person would react ...a passive-aggressive person would react ...an assertive person would react

Have a look at these situations and decide how... ...a passive person would react ...an aggressive person would react ...a passive-aggressive person would react ...an assertive person would react

1 You are trying to concentrate on some important work. However, a few of your co-workers are laughing and horsing around. What do you do?

2 You are a secretary in a small company. One day, your boss asks you to get some cigarettes for him from the store across the street. What do you do?

3 You are the head of your department. A young lady who works for you has started coming to work late everyday and is extremely moody. What do you do?

4 Your boss has borrowed your laptop to do some work. He has had it for several hours and it is now time to go home. You really want to take it home to do some personal work. What do you do?

5 Your boss walks up behind you when you are using the company phone for a personal call. "How much longer do you plan to be?" he asks. What do you do?