Effective Communication
What is communication?
It is the imparting or exchanging of information by speaking, writing, or using some other medium.
Sender Encodes MESSAGE Decodes Receiver
How misunderstanding can be avoided?
If sender and receiver both feedback and check understanding.
Blocks to Communication:
• The environment
• Emotion and feelings
• Alcohol and drugs
• Different cultures
• Mental health problems
• People with learning disabilities
Channels of Communication
Channel | % of Meaning |
Words | 7 |
Tone | 38 |
Non-verbal communication | 55 |
Signalling non-aggression
1 – Open PALMS
P – Position
A – Attitude
L – Look and listen
M – Make space
S – Stance
2- Eye contact and active listening
3 – Space
‘Intimate’ Space
0 – 0.5m (Avoid) ‘Normal’ Space
0.5 – 1.2m (Good)
‘Stranger’ Space
1.2 – 3.0m
4 – Stance
Defusing High-Risk Conflict
Signs of escalation:
- Angry non-verbal signals – face reddening, intense eye contact, angry facial features
- Abuse which is focused on your personality
- Increasingly vulgar, abusive or threatening language
- Your personal space is being invaded
- Square on posture, head and chin thrust forward
- Fist clenching
- Finger pointing
Strategies for defusing high-risk conflict:
1: Maintain self-control. Do not be pulled into a conflict.
2: Signal non- aggression
3: Show empathy and actively listen
4: Deal with the emotion first