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Communication Techniques

Communication as an interaction takes into account the process of mutual influence in communication. This process is cyclic, where information is transmitted to a receiver, but in which the reaction of the receiver continuously alters or changes the sender’s next signal.

Thus, when two people interact, they put themselves into each other’s shoes and try and perceive the world as the other. This then helps to predict how the other will respond. In this circular process the participants take turns at being the communicator and the receiver.

It is, however, important to remember that the communicator or the sender and the receiver are people, whose feelings, intelligence and cultural backgrounds will affect the way in which communication progresses.

In a sense each person is a communicator or a receiver simultaneously. Even while you are speaking, you are simultaneously observing the other person’s behavior and reacting to it. Two or more people involved in communication, create a relationship as part of their communicating. Participants become interdependent, and their communication can be analyzed only in terms of the unique context of the event.

Understanding the basic components of communication assists us in developing more effective communication skills. Seven key elements contribute to the success or failure of individual communication. These components are the medium, message, speaker, listener, feedback, interference, and context.

The medium is associated with the carrier of the message, which may be personal communication through face-to face interaction, telephone call, or a letter.

The message in personal communication is most critical because it is influenced by culture and directness. Communication to be successful usually must be direct.

The speaker must be clear, effective, and culturally sensitive to the individual’s needs. An adequate vocabulary and clear expression are priorities for success.

The listener must devote full attention to the speaker. It is imperative to provide the speaker with feedback; a reaction to the conversation as an indication of attentiveness includes clarification of misunderstood statements.

Interference occurs when a listener fails to hear the message because of external (noise) or internal (something else on mind) interference.

The context is related to the time, place, and situation in which the conversation occurs. The effectiveness of a communication may be related to the receptiveness of and lack of interference for the participant.

Some techniques one can use for communication include:

. effective speaking

. effective listening

. feedback

. alert to nonverbal signals

. assertiveness, and

. handling conflict

Effective Speaking

For effective speaking the person should have something to offer to the conversation. Individuals should have familiarity with a broad range of topics and possess sensitivity to the interests of the listener. If you are highly knowledgeable about your major field, but have little knowledge of other subjects, there will be relatively few people who will find you a stimulating conversationalist. If misunderstanding is occurring, improve the exactness of your communication through vocabulary building. In communication between health professionals, the use of precise terminology is most effective in promoting a collegial environment. To ensure communicative clarity, formulate your thoughts before speaking and be cognizant of the verbal and nonverbal feedback from your listeners.

"I" Statements

"I" statements indicate to others that you believe and trust your thoughts and feelings and that you are taking responsibility for what you’re saying. Try and avoid "you" messages as they can be confrontational and judgmental. The following is an example of how to use an "I" statement instead of a "you" statement. "I become very irritated when you slam the door so hard when I’m trying to study" instead of "You irritate me, please go away".

Giving and Getting Information

In conversation with another person you can give information about yourself by utilizing the skills of active listening and empathic responses. It is also important for the other person to be able to have a chance to share personal information. This is the foundation of mutual trust, mutual respect and the chance to get to know each other.

Constructive Criticism

It is important that an assertive person is able to give constructive feedback. Some of the guidelines in giving constructive criticism are: utilizing "I" messages instead of "You" messages; be direct; matter-of-fact firm voice; describe the behavior that you are critical about and not the person; try and view the situation from the receiver’s point of view.

Persistence

It is positive and helps to be persistent when you want to be heard or you want change in another person’s behavior.

Precise Words

Use direct, concise words to communicate what you think so that the other person can understand what you say.

Effective Listening

Most probably, one of the most crucial aspects of successful communication is the ability to really listen. An effective listener is as actively involved in the conversation as the speaker is, but the role involves a greater effort and more concentration than that of speaking. Since the speaker’s nonverbal communication reveals more than the actual words, the listener must be alert to posture, gestures, facial expressions, eye movement, and the tone and inflection of the speaker’s voice. If listeners misinterpret what has been spoken, major misunderstandings can be avoided if clarification is sought immediately.

Accepting Criticism

We have three choices when dealing with criticism:

1. say nothing

2. attack the person verbally who is criticizing us

3. express our feelings and opinions directly and honestly with respect to yourself and others. By saying things assertively we encourage others to be honest and open with us.

Listen carefully to the other person’s point of view – is it valid or true? Is it constructive? It is important to acknowledge what is being said, even if you don’t agree. Then you can take the opportunity to state your beliefs.

Feedback

Feedback is another important aspect in communication that can reinforce some behavior and extinguish others. This can also describe the effect you have on other people and can point out the importance that communication problems are the result of mutual contribution. Thus, feedback can also be an important source of information about yourself.

Initially, a response to communication (feedback) is internal. The person’s emotions, knowledge, and past experiences initiate a particular response. Some common styles of response by listeners are withdrawing, judging, analyzing, questioning, reassuring, and paraphrasing.

Withdrawing can occur when the topic of discussion creates uncomfortable feelings. It usually is interpreted as lack of concern or callousness. Judging almost immediately extinguishes open communication. Judgmental responses can be damaging to relationships, especially when someone is judged negatively. The judged person has to defend her/his opinion, belief, or behavior, placing the person in a position of rejection of or resistance to the judge.

Analyzing is similar to judging. It explains to a person why they reacted as they did. This leads to the person becoming defensive and less willing to reveal their thoughts and feelings. Questioning can either enhance or inhibit communication. Helpful questions are neither judgmental nor threatening, but allow the individual to gain insights that they previously overlooked. These questions usually encourage people to communicate rather than become defensive.

Reassurance indicates acceptance to the person. When appropriate, it includes addressing positive ways of viewing the troubling situation, but also guarding against making a judging response. Paraphrasing is the listener reiterating the speaker’s message and providing the speaker with the opportunity to correct any misconceptions. It emphasizes the listener’s attentiveness to the speaker’s words.

Alert to Nonverbal Signals

Effective communication requires that one is alert to the many nonverbal cues expressed by listeners. These include posture, gestures, facial expression, tone and inflection of words, personal dress, and personal space. It reflects the individual’s personality and culture. For example, how close to you does a person stand as you talk? In general, moving close to you indicates an interest in you or the discussion. Keeping a distance may indicate uncertainty about you, or a dislike of or disinterest in your topic.

Watch the person’s hands as you interact. Even though the person appears calm, nervousness is often revealed through hand activity. The classic sign of folded arms over the chest may indicate that the individual may be feeling defensive, and it is necessary for you to regress in your approach; or it can indicate that the person is cold. This action demonstrates how easily body language can be misinterpreted. The most important signs to watch for are incongruent facial expressions. Genuine emotions usually cause a quick smile that encompasses the entire face. If someone is faking an emotion, they often hold the expression too long. During interactions, nonverbal and verbal messages often conflict. Usually, the nonverbal message is the more accurate. It is easy to control our words, but more difficult to control tone of voice, facial expression, posture, and other nonverbal s