Robert Taylor

Understand the Principles of Effective Communication

P2: Explain the principles of effective communication

Interpersonal Skills

Verbal ConversationVerbal conversation consists of the outwards speaking and communication orally amongst people. This form of communication uses vocal language to transfer messages between individuals or groups. For effective verbal communication the conversation will have to include features such as Humour & Interest, this will make the conversation intensify for the listeners. So that the communication is effectual the vocal speaker will have to have volume to their voice so that they are heard, they will need to speak with clarity so that the listeners can understand what is being said. And also the conversation will need variety, to cause the conversation to become more interesting. Verbal conversation is effective because it is an easy form of an interpersonal communication, this allows the recipients to have a more efficient style of interaction.

Lip ReadingLip reading is being able to see that someone is moving their mouth and then being able to understand what he or she is saying, without having to hear any sound. Lip reading is often used by people who suffer from being deaf, as they are more likely to understand the movements of mouth that form certain words. Lip reading is an interpersonal skill as it can be used to communicate information from one individual to another. This is an effective form of communication because it avoids several barriers to effective communication.

SigningSigning is a good way of communicating for people who cannot speak as they are mute, this is an effective form of communication that they can use. Signing can also be used when trying to communicate to someone who cannot speak the same language, by using universal sign language they can communicate with each other. Signing is also very useful for communicating if there is a lot of distraction from surrounding noise, as it allows the recipient to interpret someone’s communication just by looking at their hand configurations.

Cues in Verbal Exchanges

Body LanguageBody Language is a form of nonverbal communication that is expressed through the movements of the body. Body language comprises of gestures, posture, hand movements or whole body movements. This can show a person’s silent behaviour such as clenching their fists would refer to an angry temper, even though they are saying and doing one thing, their body language might say something different. There are different forms of body language in effective communication including emblems, where the person make a symbol or gesture to say a specific word without verbalising it. Affect displays are the facial expressions or

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gestures that convey the emotions that the individuals are feeling, and sometimes these may conflict with the verbal conversation suggesting an underlying emotion. Another form of body language is regulators where the listener gives feedback to the conversation without saying something vocally e.g. nodding. This is critical in the effectiveness of communication as the speaker won’t know if they are getting their view across to the listeners, otherwise they will think that the conversation is pointless and discontinue it.

Use of IntonationIntonation is vital for communication. It's also a mainly unconscious mechanism, making it a complex aspect of pronunciation. Intonation is the rise and fall of the tone that someone speaks. If a person was happy then they would have a high and quick tone of voice, it would also be more friendly. While if someone was sad then they would use a low and quiet tone of speech. Intonation exists in every language and is often overlooked causing communication to become ineffective. Intonation is a very useful exchange in communication because it demonstrations the importance of the situation, as an angry tone would be loud, threatening and erratic to show how much trouble an individual would be in.

NoddingNodding is a universal symbol of the word yes or an acknowledgement. People nod their head when they say yes about a circumstance or if they agree with someone or their viewpoint. By nodding their head the other party may also be signalling that they have acknowledged what was said, rather than making an immediate response. Sometime nodding can be inaccurately showing a form of effective communication because it is incorrectly verifying that the listener has understood the conversation, when in-fact they have just listened and decided to need their head to falsely show their understanding. Situations like these are unproductive to effective communications are lead to false assumptions.

Paraphrasing and Summarising Paraphrasing and summarising are more dynamic ways of communicating to an individual that they have been listening to. Summarising is especially useful to help the listener to organise their thoughts. Paraphrasing and summarising is the rewording or rephrasing of a statement to either verify information or even show interest in the conversation. When paraphrasing the speaker mustn’t repeat the other persons exact words, otherwise it may lead to ineffective communication. Paraphrasing and Summarising are both forms of effective communication because they show that the person understands what the speaker is talking about rather than invalidly nodding. They show that both the topics and the aspects of the conversation are realized and utilized in the communication between all parties.

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P3: Discuss potential barriers to effective communicationD1: Explain how some of the potential barriers can be reduced

Barriers to Effective Communication

LanguageThe language barrier is one of the hardest forms of miscommunication to overcome. If a person is unable to speak the language of the recipient then they will have to make a compromise. If neither of the personal is able to communicate in the same language then they won’t be able to communicate effectively. A part of the language barrier is slang and jargon, where the speaker uses words and phrases that are regarded as informal or technical terms and not the proper use of the spoken language. Acronyms may also be a barrier to people who don’t understand what the meaning is. Acronyms are the abbreviations of certain words or phrases, this allows a spokesman to be able to speak faster, especially in a conference where time may be of essence.

The way to bypass the language barrier is for a translator to be present so that they can interpret the conversation into the other person’s language of choice. This will allow both parties to be able to effectively communicate with each other. In-order to reduce the language barrier the speaker must use a simple and distinct vocabulary so that the recipient is able to fully comprehend the language. The speaker should also avoid using slang and being vague when talking in-order to achieve maximum effectiveness when communicating.

DistractionDistraction is a barrier that changes from person to person. Some people don’t have any problems with communication, while others may be easily distracted while trying to communicate. Different people can get distracted by different things, such as fellow employees/customers, e-mails, a crisis, telephone calls, emergencies and an assortment of many other things. Distractions such as the internet are often common in many places as the individuals are able to look at websites that are not productive especially in companies.

In-order for a business to avoid this barrier they often install a website blocking program that blocks websites that are deemed as unproductive to the company. To generally avoid distractions people must isolate themselves from any potential distractions. This could be in the form of a secluded room for meetings where there won’t be other people and items to distract the individuals. To prevent distraction it’s important to keep the audience concentrated at all times, as a slight disturbance can lead to further distraction. To have effective communication the recipient must be sure that they stay focussed throughout the communication so that they are able to fully understand the chosen subject.

NoiseNoise is a large distraction when attempting to have effective communication, this noise comes in two forms: Internal & External. External noise includes the sounds that are outside of the person’s body such as loud bangs or other conversations. This leads to the person becoming distracted and not being able to pay attention to the current conversation they’re involved with. Internal noise is essentially the voice that people can her within themselves. This voice can become very distracting to certain people as it will make them unable to

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concentrate on their external conversation. Noise is a complex communication barrier as it is often hard to avoid especially if the conversation is taking place in a public area.

The way to reduce the chance of having the noise barrier is to separate the components of noise form the conversation. This may be done by isolating the people in an enclosed room with little to no sound penetration. External noise is much more easily removed than internal noise, in-order to reduce this distraction the individuals will have to communicate directly to each other so that they aren’t distracted by their thoughts. The noise barrier is often impossible to completely eradicate but can certainly be suppressed by having sound proofed rooms/buildings to stop any outside noises from influencing the effective communication of the people.

Lack of ConcentrationThe concentration in communication is one of the most vital aspects and if there wasn’t much concentration on the conversation then it would lead to ineffective communication. Concentration is being able to perceive what the discussion between the speaker and listener is about. Without the concentration the conversation would become unproductive and waste valuable time. Having a lack of concentration can be caused by the amount of time spent without engagement, as after a certain period of time the listener(s) will want to do something different. This is due to that fact that generally, people can only take a certain amount of information in at one single time, so if a conversation did drag on for ages then it’s likely that the recipient will have a lack of concentration.

This can be solved by keep the conversation between all parties interesting and lively. If the communication is stimulating then the listener will be more engaged won’t fall into a distraction and ineffective communication quite as easily. As every individual has a separate concentration level they can be improved through education, where they can be trained to pay more attention during communication.

Questioning Techniques

Closed, OpenClosed Questions are common easy to make for a survey. A closed question is able to be answered with either a short single word or a simple yes/no. An example of a closed question is “Do you like marmite” or “how old are you”, these types of questions direct the recipient to a single response answer. Closed questions are used because they are quick & easy to answer as-well as they keep the control of the conversation to the inquirer. Open questions encourage longer answers. Although any question can produce a long answer, open questions intentionally seek elaborate responses, and are the opposite of closed questions. Open questions are useful to effective communications because it causes the reciprocate to think about a reply by reflecting on the questions. They are especially useful if the questioner wants to know the feelings and opinions of the respondent, as open questions hand the control of the discussion to the recipient. Closed & Open questions are effective to communication because they both allow for different strategies in questioning techniques. This is essential to all forms of questions as there usually needs to be a balance between the two.

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Probing QuestionsProbing questions are another strategy for discovering more details about a topic in communication. Occasionally it's as simple as asking the recipient for a better explanation or an example, in-order to help better understand a statement they have made. Sometimes additional information is needed for clarification, or to investigate whether there is evidence for what has been said. Probing questions are good for gaining an understanding to ensure you have the whole story and that you apprehend it completely. They are likewise good for effective communication because they are useful for extracting information out of people who are trying to avoid mentioning something. Many police forces utilize detectives that use probing questions so that they can solve crime, they do this by interrogating the suspects and asking probing questions in-order to get to the truth. This is a form of effective communication as probing question allow the speaker to delve deeper into a more relevant conversation with the reciprocate, in-turn it also allows the speaker to better comprehend the subject of conversation.

Leading QuestionsA leading question is where the answer is included in the question. The problem with these questions are that they imply the answer you expect, making the recipient want to use the answer that they know is right. An example of a leading question is where it is perceived that only one answer can be acceptable e.g. "Do you like meeting new people?" Well, if you had just an interview for a new job involving people you have never met before and someone asked you this question, I guess you'd have a pretty good idea of the kind of response they'd be expecting. If you don't like meeting new people you've got a problem. Given that you will certainly be meeting new people in the job, if you were asked this question it’s certain that your response would be a yes. So the response in this case has been suggested by the manner of the question itself.

Response TimesThe response time of a person is the time taken for them to think about a question, process it then reply with an answer. Different people have different amount of response times, some people can have fast response times and don’t need to meticulously think about the question and their response. Other however may need to be given a longer period of time in-order to properly process the information received and then come up with an adequate response. Some people can give clear and concise responses in a specific amount of time, while others can give a quick and blunt answer that wasn’t very properly analysed.

Written Communication

EmoticonsWritten communication has grown vastly since the Internet was created, especially for online communications. Emoticons have also become a significant part of the communication process. As when they are used properly, they can enhance the written conversation by adding visual and emotional value to the discussion. Social networking sites such as Facebook, Twitter & even MSN all have a way to articulate the user’s emotion using emoticons if they choose to do so. Understanding emoticons and knowing when to utilize

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them is also an important aspect in modern telecommunication as it will help others understand what emotional state the message is meant to be read in. Emoticons are effective for written communication due to the fact that they can be inserted easily rather than writing context for an emotion. Emoticons can convey real feelings through text, not dissimilar to real life where if a person is smiling while in conversation then they are happy. This makes them very useful as text is hard to introduce facial conversation in text writing, thus the quality of the written communication is also improved.

Note TakingNote taking is the process of listening or reading a statement and recording it for later reference. This can come in several forms, one of the most common is outlining where they address the main topics and ideas. This consists of taking the main informative points about the subject and adding short detailed descriptions about them. The other forms are diagrams e.g. flow charts & line graphs and the other is highlighting and margin notes. In-order to take notes effectively they will have to concentrate carefully on the teacher and reading material, this must also be accompanied by constant note taking that only selects the important topics that the speaker is trying to convey. Not taking is an important form of effective writing because it helps the recipient to concentrate better and remember more information, as the note taker is focusing more on what information is being said. Not taking is also likely to show information that would otherwise be hard to locate, and it displays what points are most important to the relevant subject.

Reports, LettersReports and letters are needed to help communicate information between different recipients. Reports are written accounts of something that was observed in a working environment, they can be used to describe the attributes of a person or to outline the details of an investigation. Reports have a wide range of uses and so must be well organised and very informative to their reader. Letters are written pieces of information displayed on a piece of paper and usually is mailed in an envelope through the post. Letters can be used to formally notify an individual of any endeavours that may have occurred, such as a raise/promotion or even if a business was going bankrupt and needs to make cuts. Letters have to be set out in a specific order so that they appear official and neat. Most letters need a date, address of return, name and signature to look professional. Reports and Letters are an effective form of communication because they are formal and a give primary source of communication, making them reliable. This is important in-case there is a misinterpretation of information that could lead to a disruption of any effective communication.

FaxesFaxes are used to send documents of information directly to another fax machine through a typical telephone line. The majority of fax machines can also be used to create copies of documents, and some can also be used as a printer & scanner. Faxes are able to send information almost instantly from the time it is scanned, this makes the fax machine an efficient piece of equipment. Faxes also give the operator the ability to be able to copy a document and send it to all the required recipients, without having to scan the document, print it and then find and give it to all the intended people. This device can transfer files across a long distance and give the receiver a hard copy of the document and not just an

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electronic version. Many companies also use faxes to send out advertisements to the local area in-order for the business to promote itself. Faxes are a form of effective communication because the operator is able to send out as many messages to people as they so require, they can also send messages to different people at the same time making it an efficient form of communication as-well.

EmailElectronic mail (email) is the virtual messaging system used to send and receive information via an online address or inbuilt software. Emails are similar to letters except that they are send through the internet and can contain more than just writing. Emails can contain attachments that letter wouldn’t be able to fit without extra charge, these attachments can be a variety of things such as a presentation or even work rota. The almost limitless possibilities of email make a very much effective form of written communication. Emails can be sent anywhere in the world so it is a very convenient form of communication, especially if the person you’re trying to contact isn’t available via phone often and isn’t seen in person much. What makes emails an effective means of communication is that they are instantaneously sent from one person to another. Like the Fax they can also be sent to many people at once allowing for an efficient form of interaction, particularly since the emails sent can then be forwarded to another recipient allowing for the easy spread of information. Emails could also come in handy for legal purposes as they may store important information that could be used for reference if needed.

Proofing Documents

ProofreadingWith Proofreading you can’t exaggerate the importance of producing important documents that are accurate, attractive and refined. The proofreading step in the method of organising important documents is essential. Most documents include a wide range of communications, from reports to business documents, in every case the document needs to suitable and understandable to the recipient. It is important to dedicate the time required to test that your documents have the correct nature, format and accurate statistics for the receiver. The proofreading of your written material is the final and most crucial step that must be performed carefully before a document can be deemed as finished. While proofreading a document, you should first read it slowly and thoroughly to decide whether or not it coveys its intended message. If the report does not appear to validate what you are trying to express then you should try to alter your view or instead you may need to perform additional research. You should search for mistakes in the spelling, word usage, grammar, and punctuation of the report to minimalize potential errors. Since a badly written document can’t effectively communicate its message suitably to the reader. After you have gone through each segment of the report meticulously and made any alterations that were necessary, examine the whole document again just in-case any mistakes were missed. It can often be useful to both read the document through your mind and to also read it aloud from a different viewpoint. It is also helpful if you can get someone who is able to proofread the document too, so that they can give criticism if needed.

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Company StyleThe company style is the tone and design of a business document that needs to be kept consistent in-order to appear professional. In order to have effective communication you will have to check that sentences are concise and written in a persistent tone that is aimed at the targeted recipient. The document should be compared to previously issued pieces of written material to ensure that the company style is consistent and communicates effectively.

Format ViewThe format view is the arrangement and presentation of the document. It must run rationally from section to section, always having smooth transitions. You must check to see if the documents are using headings and titles in a persistent and recognizable style. By formatting the view the document you should use mainly one font type and have a restrained use of different sizes, bolds & italics. If the document is formatted right then it will help communicate the information effectively.

Grammar and SpellingGrammar and spelling is essential to any document whether it be formal or casual. So that the grammar and spelling of the document is respectable you mustn’t rely heavily on autocorrecting software as it may not be amending your document to an appropriate standard. You should make sure to read sentences and paragraphs thoroughly in-order to make sure the arrangement is consistent and punctuation is complete as-well as having coherent phrasing. If the grammar and spelling in a document are flawed then it will lead to ineffective communication. Grammar and spelling are necessary in effective communication because they allow the writer to be able to express their views and statistics in a clear and professional manner. The recipient will then also be able to better understand what the document’s subject focus is leading to effective communication.