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![DEFENSIVE TACTICS
Defensive Tactic Speaker Example
Misleading
Information
Employee “Morgan has not gone over with
me the information I need for
the report.” [Morgan left Chris
with a copy of the report.]
Scapegoating Employee “Morgan did not give me input
until just today.”
Hostile Jokes Employee “You can’t be serious! The
report isn’t that important.”
Deception Employee “I gave it to the secretary. Did
she lose it?”](https://image.slidesharecdn.com/akisingh-160424153054/75/Basic-communication-skills-by-abhishek-singh-21-2048.jpg)
Uploaded byAmiraj College Of Engineering And Technology
Basic communication skills by abhishek singh
The document discusses fundamental communication skills pertinent to a mechanical department, emphasizing the importance of both interpersonal communication and reflective listening for effective exchanges. It outlines various barriers to communication, defensive versus nondefensive communication styles, and the impact of new technologies on interpersonal skills and social context. The text also provides strategies for overcoming communication challenges and enhancing the quality of interactions in organizational settings.
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Basic overview of communication skills presented by Abhishek Singh for the Mechanical Department.
Communication involves shared meaning (communicator, receiver), messages, data, and information richness.
Communication is experienced through the senses, emphasizing the total communication process.
Introduces a model illustrating the relationship among context, messages, and perceptual screens influencing communication.
Reflective listening enhances understanding through careful listening, emphasizing the receiver's role and emotions.
Levels of verbal response in reflective listening: affirming, paraphrasing, clarifying, and reflecting feelings.
Differences between one-way and two-way communication, highlighting their effectiveness for various scenarios.
Five critical principles for supervisory communication: expressive speaking, empathetic listening, persuasive leadership, sensitivity, and informative management.
Identification of various barriers to effective communication, including physical, psychological, and cultural factors.
Contrasts between defensive (aggressive/passive) and nondefensive communication, highlighting impacts and techniques.
Explains nonverbal communication types (proxemics, kinesics, etc.) and their effects on interpersonal interactions.
Discusses how new technologies change communication behaviors, enhance immediacy, and impact interpersonal skills.
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Basic communication skills by abhishek singh
- 1. BASIC COMMUNICATION SKILLS Mechanical Department Sem1 Abhishek Singh
- 2. COMMUNICATION Communication - theevoking of a shared or common meaning in another person Interpersonal Communication- communication between two or more people in an organization Communicator - the person originating the message Receiver - the person receiving a message Perceptual Screen - a window through which we interact with people that
- 3. COMMUNICATION Message - thethoughts and feelings that the communicator is attempting to elicit in the receiver Feedback Loop - the pathway that completes two-way communication Language - the words, their pronunciation, and the methods of combining them used & understood by a group of people
- 4. COMMUNICATION Data - uninterpretedand unanalyzed facts Information - data that have been interpreted, analyzed, & and have meaning to some user Richness - the ability of a medium or channel to elicit or evoke meaning in the receiver
- 5. Hearing Seeing Smell Touch Tast e COMMUNICATION IS ASERIES OF EXPERIENCES OF
- 6.
- 7. BASIC INTERPERSONAL COMMUNICATION MODEL Event X Message •Context • Affect Perceptual screens / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / Perceptual screens Communicator Receiver Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs
- 8. REFLECTIVE LISTENING Reflective Listening- the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings This complex process needs to be divided to be understood What I heard you say was we will understand the process better if we break it into steps
- 9. REFLECTIVE LISTENING • Emphasizesreceiver’s role • Helps the receiver & communicator clearly & fully understand the message sent • Useful in problem solving
- 10. REFLECTIVE LISTENING Reflective listeningemphasizes • the personal elements of the communication process • the feelings communicated in the message • responding to the communicator, not leading the communicator • the role or receiver or audience • understanding people by reducing perceptual distortions and interpersonal barriers
- 11. REFLECTIVE LISTENING: 4 LEVELSOF VERBAL RESPONSE Affirm contact Paraphrase the expressed Clarify the implicit Reflect “core” feelings
- 12. ONE-WAY VS. TWO-WAY COMMUNICATIONS One-Way Communication- a person sends a message to another person and no questions, feedback, or interaction follow ■ Good for giving simple directions ■ Fast but often less accurate than 2-way communication Two-Way Communication - the communicator & receiver interact ■ Good for problem solving
- 13. FIVE KEYS TOEFFECTIVE SUPERVISORY COMMUNICATION • Expressive speaking • Empathetic listening • Persuasive leadership • Sensitivity to feelings • Informative management
- 14. BARRIERS TO COMMUNICATION •Physical separation • Status differences • Gender differences • Cultural diversity • Language Communicatio n Barriers - factors that block or significantly distort successful communicatio n
- 15. BARRIERS IN COMMUNICATION (THATHAVE TO DO WITH THE COMMUNICATOR) • Disagreement between verbal and non- verbal messages • Negative Self Image • Lack of Feedback • Lack of Motivation and Training • Language and Vocabulary Level • Lack of Self Awareness
- 16. BARRIERS IN COMMUNICATION (THATHAVE TO DO WITH THE RECEIVER) • Selective Perception • Unwillingness to Change • Lack of Interest in the Topic/Subject • Prejudice & Belief System • Rebuttal Instincts • Personal Value System • Here-and-Now internal & external factors
- 17. DEFENSIVE COMMUNICATION Defensive Communication- communication that can be aggressive, attacking & angry, or passive & withdrawing Leads to:- ● injured feelings ● communication breakdowns ● alienation ● retaliatory behaviors ● nonproductive efforts ● problem solving failures
- 18. NONDEFENSIVE COMMUNICATION Nondefensive Communication- communication that is assertive, direct, & powerful Provides ● basis for defense when attacked ● restores order, balance, and effectiveness
- 19. TWO DEFENSIVENESS PATTERNS DominantDefensiveness - characterized by active, aggressive, attacking behavior Subordinate Defensiveness - characterized by passive, submissive, withdrawing behavior
- 20. DEFENSIVE TACTICS Defensive TacticSpeaker Example Power Play Boss “Finish this report by month’s end or lose your promotion.” Put-Down Boss “A capable manager would already be done with this report.” Labeling Boss “You must be a slow learner. Your report is still not done?” Raising Doubts Boss “How can I trust you, Chris, if you can’t finish an easy report?”
- 21. DEFENSIVE TACTICS Defensive TacticSpeaker Example Misleading Information Employee “Morgan has not gone over with me the information I need for the report.” [Morgan left Chris with a copy of the report.] Scapegoating Employee “Morgan did not give me input until just today.” Hostile Jokes Employee “You can’t be serious! The report isn’t that important.” Deception Employee “I gave it to the secretary. Did she lose it?”
- 22. NONDEFENSIVE COMMUNICATION: A POWERFULTOOL • Speaker seen as centered, assertive, controlled, informative, realistic, and honest • Speaker exhibits self-control & self possession • Listener feels accepted rather than rejected • Catherine Crier’s rules to nondefensive communication 1. Define the situation 2. Clarify the person’s position 3. Acknowledge the person’s feelings 4. Bring the focus back to the facts
- 23. NONVERBAL COMMUNICATION Nonverbal Communication- all elements of communication that do not involve words Four basic types ● Proxemics - an individual’s perception & use of space ● Kinesics - study of body movements, including posture ● Facial & Eye Behavior - movements that add cues for the receiver ● Paralanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying
- 24. c c = social4-12’ b b = personal 1.5- 4’ PROXEMICS: TERRITORIAL SPACE Territorial Space - bands of space extending outward from the body; territorial space differs from culture to culture a a = intimate <1.5’ d d = public >12’
- 25. PROXEMICS: SEATING DYNAMICS SeatingDynamics - seating people in certain positions according to the person’s purpose in communication Cooperati on X O Non- Communicat ion O X O Competiti on X O X Communicat ion O
- 26. EXAMPLES OF DECODING NONVERBALCUES Boss fails to acknowledge employee’s greeting No eye contact while communicating Manager sighs deeply Boss breathes heavily & waves arms He’s unapproachab le! My opinion doesn’t count I wonder what he’s hiding? He’s angry! I’ll stay out of his way! SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.
- 27. NEW TECHNOLOGIES FOR COMMUNICATION •Informational databases • Electronic mail systems • Voice mail systems • Fax machine systems • Cellular phone systems
- 28. HOW DO NEWTECHNOLOGIES AFFECT BEHAVIOR? • Fast, immediate access to information • Immediate access to people in power • Instant information exchange across distance • Makes schedules & office hours irrelevant • May equalize group power • May equalize group participation
- 29. HOW DO NEWTECHNOLOGIES AFFECT BEHAVIOR? • Communication can become more impersonal—interaction with a machine • Interpersonal skills may diminish—less tact, less graciousness • Non-verbal cues lacking • Alters social context • Easy to become overwhelmed with information • Encourages polyphasic activity
- 30. Strive for message completeness TIPS FOREFFECTIVE USE OF NEW COMMUNICATION TECHNOLOGIES Build in feedback opportunities Provide social interaction opportunities Don’t assume immediate response Is the message really necessary? Regularly disconnect from the technology Provide social interaction opportunities