Đề cương Nguyên lý giao tiếp mới nhất

NGUYÊN LÝ GIAO TIẾP 1 1.1 Definition Communication is the transfer of meaning Communication is any behavior, verbal or nonverbal, that is perceived by another Communication is any process in which people share information, ideas and feelings That process involves not only the spoken and written word, but also body, personal mannerisms and style, the surroundings- anything that adds meaning to a message Communication is the process of sending and receiving information among people It is a way of reaching others by transmitting ideas and thoughts, feeling and values 1.2 Communication process (Communication is an interactive process) It has elements Sender: the person who has something to communicate The sender can be an individual, group, or organization Message: what needs to be communicated Messages are verbal utterances and nonverbal behaviours to which meaning is attributed during communication Messages make a connection between senders and receivers Receiver: the person who will receive the message All interpretations by the receiver are influenced by their experiences, attitudes, knowledge, skills, perceptions, and culture Feedback: the receiver’s response to the attempt by the sender to send the message.Feedback is an essential part of effective communication It is the final link in the chain of the communication process Feedback is a key component in the communication process because it allows the sender to evaluate the effectiveness of the message Channel/ medium of transmission: the means of communication Most channels are either oral or written, but currently visual channels are becoming more common as technology expands Context or setting: circumstances within which communication takes place Context includes the physical, social, historical, psychological, and cultural circumstances that surround a communication episode -Physical context: includes its location, the environmental conditions (temperature, lighting, and noise level), the distance between communicator, seating arrangement, and time of day -Social context: is the nature of relationship that may already exist between senders and receivers 2 -Historical context: is the background provided by previous communication episodes between the communicators Up -Psychological context: includes the moods and feelings each person brings to the encounter -Cultural context: includes the values, attitudes, beliefs, orientation, and underlying assumptions prevalent among people in a society Interference or noise: stimuli that interferes with the communication process 1.3 Characteristics of communication ❖ Communication has purpose When people communicate with each other, they have a purpose for doing so The purpose of a given transaction may be either serious or trivial One way to evaluate the success of the communication is to ask whether it achieved its purpose ❖ Communication is continuous Because communication is nonverbal as well as verbal, we are always sending behavioral messages from which others draw inferences or meaning Even silence or absence is communication behavior if another person infers meaning from it ❖ Communication messages vary in conscious thought Sharing meaning with another person involves presenting verbal and nonverbal messages Our messages may occur spontaneously, be based on a “scrip” we have learned or reheard, be carefully constructed based on our understanding of the unique situation in which we find ourselves -Spontaneous messages: spoke without much conscious thought - Scripted messages: we have learned from our past encounters and judge to be appropriate to the present situation - Constructed messages: put together with carefully thought to meet the unique requirement of a particular situation ❖ Communication is relational It means that in any communication setting, in addition to sharing content meaning, our messages also reflect two important aspects of our relationships: immediacy and control Immediacy is the degree of liking or attractiveness in a relationship Control is the degree to which one participant is perceived to be more dominant or powerful ❖ Communication is guided by culture 3 Culture may be defined as systems of knowledge shared by a relatively large group of people Messages formed and interpreted depends on the cultural background of the participants ❖ Communication has ethical implications Ethics is a set of moral principles that may be held by a society, a group, or an individual There are ethical standards that influence our communication and guide our behavior ● Truthfulness and honesty ● Integrity ● Fairness ● Respect ● Responsibility ❖ Communication is learned Just as you learned to walk, so did you learn to communicate But talking is a complex undertaking You may not yet have learned all of the skills you will need to develop healthy relationships Because communication is learned, you can improve it 1.4 Levels of communication ❖ Intrapersonal communication: Intrapersonal communication is communication that occurs within us It involves thoughts, feelings, and the way we look at ourselves -Sender-receiver: ourselves -Message: made up of your thoughts and feelings -Channel: your brain -Feedback: as you talk to yourself, you discard certain ideas and replace them with others Intrapersonal communication encompasses such activities as thought processing, personal decision making, listening, and determining self-concept ❖ Interpersonal communication: -Sender-receiver: Partners take turns to be sender and receiver - Message: both verbal and non-verbal symbols - Feedback: communication between or more people 4  great opportunity for feedback -Forms: face-to-face or mediated conversations, interviews, and small-group discussions ❖ Public communication: This is characterized by a speaker’s sending a message to an audience It may be direct, such as a face-to-face message delivered by a speaker to an audience, or indirect, such as a message relayed over radio or television Unit 2: verbal communication and non-verbal communication 2.1 Verbal communication Definition: Verbal communication can be defined as communicating your thoughts( ideas, opinions, directions, dissatisfaction, objections, your emotions and pleasures) through words E.g: conduct a meeting, having a conversation over the phone, talking to a friend The nature and the use of language ❖ The nature: - Language is both the body of symbols ( most commonly words) and the systems for their use in messages that are common to the people of the same language/ speech community - The relationship between language and meaning is complex because the meaning of words varies with people, people interprets words differently based on both denotative and connotative meanings, the context in which words are used affects meaning - Language affects how people think and what they pay attention to ❖ The use of language - We use language to designate label, define and limit - We use language to evaluate - We use language to discuss things outside our immediate experience - We can use language to talk about language ❖ Cultural and gender influences on language usage Cultural and gender both influence how words are used interpreted - In low-context cultures, like the United States and most northern European countries, messages are direct and language is very specific, the verbal messages are very explicit - In high-context cultures, like Latin American and Asian, the messages are indirect, general and ambiguous What a speaker really means you to understand from the verbal message depends heavily on the setting or context in which it is sent - Social expectations for masculinity and femininity influence language use Feminine styles of language (Nữ) + use words of empathy and support Masculine styles of language (Nam) +use words of status and problem solving + emphasize concrete and personal + emphasize abstract and general language language +show politeness and tentativeness in +show assertiveness and control in speaking speaking Improving language skills - Choose specific language: + words that clarify meaning by narrowing what is understood from a general category to a particular item or group within that category + specific words are more concrete and precise than general words + choosing specific language is easier when we have a large working vocabulary + to increase your vocabulary, you can study vocabulary- building books, use dictionary to look up the meanings of words or use a thesaurus - Develop verbal vividness and emphasis + effective verbal messages use vivid wording and appropriate emphasis to help listeners understand and remember the message + vividness can be achieved quickly through using similes and metaphors + emphasis is the weight or importance given to certain words or ideas Emphasis tells the audience what it should seriously pay attention to - Provide detail and examples + clarify can be achieved by adding details or examples e.g: Tom is very loyal He defended Lisa when Sara was gossiping about her 6 - Date information + specify the time or time period that a fact was true or known to be true + to date information: consider or find out when the information was true, and verbally acknowledge the date or time period when the information was true - Index generalizations + the mental and verbal practice of acknowledging the presence of individual differences when voicing generalizations Speaking appropriately - Speaking appropriately means choosing language and symbols that are adapted to the needs, interests, knowledge and attitudes of the listeners and avoiding language that alienates them - How to speak appropriately?: use vocabulary the listener understands, use jargon sparingly, use slang appropriate to the situation, use inclusive language, and use nonoffensive language 2.2 Non-verbal communication Definition - Non-verbal communication is everything that is communicated beyond what is expressed in words The importance of non-verbal communication - When people use spoken language to communicate, they not just listen to what is said, they also look at the person who is speaking to see what their body is doing, and listen to the way they are saying the words to understand their full message - Non-verbal messages often convey more meaning than the spoken word Functions of non-verbal communication - Repetition: they can repeat the message the person is making verbally - Contradiction: they can contradict a message the individual is trying to convey - Substitution: they can substitute for a verbal message - Complementing: they may add to or complement a verbal message A boss who pats a person on the back in addition to giving praise can increase the impact of the meaning - Accenting: they may accent or underline a verbal message Pounding the table, for example, can underline a message - Regulation: they help to maintain the back- and – forth sequencing of conversations In this sense, speakers use nonverbal means to convey that they want the other person to talk or that they not wish to be interrupted Types of non-verbal communication ❖ Paralanguage - Paralanguage is the study of nonverbal cues of the voice - Nonverbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements We can use vocal cues to tell the sex, age, status, emotions and feelings of a speaker ❖ Extralanguage - Body language: body language is classified, primarily based on parts of the body involved in communication and the interaction between cues themselves, into such groups as: eye contact, facial expressions, physical characteristics, gestures, postures, body movements, and touching - Object language: elements such as physique, height, weight, hair, skin color, gender, clothing, gifts and flowers send nonverbal messages during interaction - Environmental language: environmental factors such as furniture, interior decorating, noise, and music affect the behavior of communicators during interaction ( conversational distance and time) Improving your non-verbal communication We should be concerned with non-verbal communication that distracts us from what we want to say or that contradicts our verbal messages - Pay attention to feedback we get from others - Have friends and family members remind you when you are doing these things - Have someone tape you giving a speech or in conversation with another person - Observe people in the role they play 2.3 Verbal and non-verbal differences Environment Feedback Verbal communication -verbal impact -clear, deliberate Nonverbal communication -nonverbal impact - ambiguous, unconscious Continuity Channel Control Structure Acquisition - discrete - single channel - usually under our control - continuous - multiple channels - under our control only part of the time - is structured(follows formal - occurs unconsciously( no planned rules of grammar) sequence) - is taught in a structured, formal environment - is not formally taught Unit 3: Principles of communication in business 3.1 Communication barriers Muddled messages  The sender leaves the receiver unclear about the intent of the sender The sender may be confused in his or her thinking The message may be little more than a vague idea => feedback from the receiver is the best way for a sender to be sure that the message is clear rather than muddled Perceptional barriers  We assume that others see the situation same as you, have the same feeling as you  Because our perceptions are unique, the ideas we want to express differ from other people’s Even when two people have experienced the same event, their mental images of that event will not be identical => improve our self-awareness of our own values, beliefs and attitudes and how they affect our perception Improve our understanding of and sensitivity to others Cultural barriers  Cultures provide people with way of thinking, seeing, hearing, and interpreting the world 9  The same words, gesture, posture,… can mean different things to people from different cultures, even they talk the same language => accept a person’s culture and let it be ok that they are different - Cognitive constraints: the frames of reference or world views that provide a backdrop that all new information is compared to or inserted into They are the way people view the world based on their culture - Behavior constraints: the ways people behave from different cultures - Emotional constraints: different cultures regulate the display of emotion differently Stereotyping  Stereotyping causes us to typify a person, a group, an event or a thing on oversimplified conceptions, beliefs, or opinions Barriers of choosing the wrong channel  With an inappropriate communication medium, your message can be distorted so that the intended meaning is blocked => Selected the media in a particular situation that correlate with the feedback requirements One medium may work better than another However, in many cases a combination of media may be used for the communication process to function effectively Language barriers  Words can be interpreted in more than one way  The choice of words/language affect the quality of communication - Linguistic barriers (different languages or vocabulary Variations in language - accent, dialect) - Semantic barriers (we assign a meaning to a word often because of culture) + Interpretation of words: most of the communication is carried on through words, whether spoken or written But words are capable of communicating a variety of 10 10 meanings It is quite possible that the receiver does not assign the same meaning to a word as the transmitter had intended This may lead to miscommunication + Bypassed instructions: is said to have occurred if the sender and the receiver of the message attribute different meanings to the same word or use different words for the same meaning + Denotations and connotations Words have types of meaning: denotative and connotative  The literal meaning of a word is called its denotative meaning It just informs and manes objects without indicating any positive or negative qualities Words like “table”, “book”…are denotative  In contrast, connotative meanings arouse qualitative judgments and personal reactions “Honest”, “competent”….are connotative words  Pay careful attention to the choice of words/ language; use the most specific and accurate words Always try to use words your audience will understand => - use familiar words in place of the unfamiliar - use concrete words in place of the abstract - use short words in place of long - use single words in place of several Physical barriers  Time, place, climate, space, noise, your own physical form, the background of the documents or by the appearance,…  In writing: unclear photocopies, unreadable word-processor printout, water or coffee spots, or a poor quality or stationery…  In speaking: lack of skill, such as speaking too quickly, or using disturbing gestures Noises may occur inside the room itself, such as blowing air conditioning, ringing mobiles phone 11 11 Emotional barriers  Some of the emotional interferences include hostility Anger, fear and stress  Great potential for misunderstanding => be aware of the feelings that arise in yourself and in others as you communicate, and attempt to control them Most important, be alert to the greater potential for misunderstanding that accompanies emotional messages Barrier of lack of feedback  Feedback mirrors what the sender has sent Without feedback, communication is one way => Feedback should be helpful rather than hurtful Feedback should deal in specifics rather than generalities 10 Barrier of poor listening skills  A lack of attention on the receiver’s part  People are essentially likely to drift off when they are forced to listen to information that is difficult to understand or that has little direct bearing on their own lives => Paraphrases what you have understood, try to view the situation through the eyes of other speakers and resist jumping to conclusions Clarify meaning by asking nonthreatening questions, and listen without interrupting 11 Interruptions  Interruptions may be due to something more pressing, rudeness, lack of privacy for discussion, a drop-in visitor, an emergency, or even the curiosity of someone else wanting to know what two other people are saying 12 Gender  Men - talk as a means to preserve independence and status by displaying knowledge and skill 12 12 - work out problems on an individualized basis - are more directive in conversation - are more intimidating - call attention to their accomplishments - tend to dominate discussions during meetings  Women - prefer conversation for rapport building - want empathy, not solutions - are more likely to compliment - emphasize politeness - more conciliatory 13 Background barriers  Different in age, education, gender, social status, economic position, health, beauty, religion…can all separate one person from another and make understanding difficult => avoid projecting your own background or culture onto others Clarify your own and understand the background of others, and don’t assume that certain behaviors mean the same thing to everyone 3.2 principles of effective communication  Avoid using slang and idioms, choosing words that will convey only the most specific denotative meaning  Listen carefully and, if in doubt, ask for confirmation of understanding (particularly important if local accents and pronunciation are a problem)  Recognise that accenting and intonation can cause meaning to vary significantly 13 13  Respect the local communication formalities and styles, and watch for any changes in body language  Investigate their culture’s perception of your culture by reading literature about your culture through their eyes before entering communication with them This will allow you to prepare yourself for projected views of your culture you will be bearing as a visitor in their culture  Your message should be clear before you even send it  The fact is that your communication partners have different motivations, expectations, values and styles that need to be recognized if you want to communicate successfully with them  By understanding as much as possible about your communication partners, you can make the best choice of the style, channel, vocabulary, volume, sentence structure, content, format and timing to communicate successfully with them 3.3 Facilitating communication Have a positive attitude about communication Defensiveness interferes with communication Work at improving communication skills It takes knowledge and work The communication model and discussion of barriers to communication provide the necessary knowledge This increased awareness of the potential for improving communication is the first step to better communication Include communication as a skill to be evaluated along with all the other skills in each person’s job description Help other people improve their communication skills by helping them understand their communication problems Make communication goal oriented Relation goals come first and pave the way for other goals When sender and receiver have good relationship, they are much more likely to accomplish their communication goals Approach communication as a creative process rather than simply part of the chore of working with people Experiment with communication alternatives What words with 14 14 one person may not work well with another person Vary channels, listening techniques, and feedback techniques Accept the reality of miscommunication The best communicators fail to have perfect communication They accept miscommunication and work to minimize its negative impacts Unit 4: Business communication in practice 4.1 Types of business communication a.Internal communication: communication with people inside the organization Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease grievances - Modes of Internal Communication * Print: Memos, in-house newsletters, fliers, magazines or leaflets can be used according to the Business needs * Electronic: PowerPoint presentations, videoconferences, telephone; fax, emails or even Internet messengers can be used for in-house communication * Personal Communication: Regular meetings, conferences, brainstorming sessions or even informal chats can be considered as effective communication tools at workplace 15 15 -Upward communication Upward communication is the flow of information from subordinates to superiors or from employees to management Upward communication is the means a means for staff to exchange information, offer ideas, express enthusiasm, achieve job satisfaction, provide feedback -Downward communication Downward communication generally provides enabling information -which allows a subordinate to something This type of communication is needed in an organization to transmit vital information, give instructions, encourage 2-way discussion, announce decisions, seek cooperation, provide motivation, boost morale, increase efficiency, obtain feedback -Horizontal/Lateral communication: among people with similar rank; it is essential for solving problems, accomplishing tasks, improving teamwork, building goodwill, boosting efficiency - Diagonal communication Diagonal communication means the use of upward, downward and horizontal communication It promotes understanding, motivates employees and gives her sense of belonging and involved to all people at all levels -Grapevine Grapevine communication is an informal, unofficial, horizontal channel of communication because generally peer groups participate in it -Formal and informal channels of communication Formal Communications are official messages sent by an organization Every business organization adopts some formal channels of communication which may be upward, downward or horizontal or all the three They make the working of the organization transparent they motivate employees they provide the necessary feedback Informal communication are unofficial messages not formally approved by the business b.External communication: communication with people and organizations outside the company It leads to better sales volume, public credibility, operational efficiency, company profits It should improve overall performance, public goodwill, corporate image 4.2 Spoken language and written language: a.Spoken language: 16 16 - give the opportunity to rethink or rephrase an utterance - an interaction where both participants are present - tend to use Informal vocabulary - the Interruptions and overlaps are common - characterized for being Dynamic and transient - is Spontaneous and instant b Written language: -Organized and compact expression due to careful sentence structure as punctuation and formatting - The writer is usually distant from the reader so no visual cues, no immediate feedback - Use formal vocabulary, including words which are not normally used in spoken language Spoken language Written language ● Transmission of the message: + means of voice and sounds -Process: + an instantaneous and online process + interactionwhereparticipants arepresent -> more communicative than written language due toextra cues such as body language and tone +Interruptions and overlapping: normal, generally very common ● Formality: + contractions, slang words, everyday words -> less formal + grammar slips -> less precise ● Lexical density: lower ● Unit- separating function: + pauses and prosody 4.3 Common modes of business communication 17 17 - Transmission of the message: + graphic means - letters -Process: + time lagbetweenproductionandrecepti on + distance between participants - >No visual cues, noimmediate feedback - Formality: + complex lexicon + Compactexpressiondue to carefulsentencestructure ->morearticulate and sophisticated - Lexical density: higher - Unit- separating function: + punctuation a Business meetings - Participants: two or more people - Purpose: discussing a (usually) predetermined topic (provide information + clarify information + give and receive feedback + provide training + allow discussion + encourage problem solving - Setting: informal or formal - Meeting Roles + Leader + Facilitator + Note taker or Scriber + Timekeeper b Business presentations - Presentation: is the practice of showing and explaining the content of a topic to an audience or learner -Preparation: + Structure + Notes: to help you remember to say what you need to say You can create your own system of notes by making notes on small, A6 cards; writing down just the title of each section of the talk or writing down keywords to remind + Rehearsal ● you will become more familiar with what you want to say ● you will identify weaknesses in your presentation ● you will be able to practise difficult pronunciations ● you will be able to check the time that your presentation takes and make any necessary modifications 18 18 - Delivery: refers to the way in which you actually deliver or perform or give your presentation + Nerves Most speakers are a little nervous at the beginning of a presentation > pay special attention to the beginning of your presentation During this time, try to speak slowly and calmly + Audience Rapport build a warm and friendly relationship with your audience > look at each person in turn - in as natural a way as possible + Body Language It is better to stand rather than sit when making a presentation Be aware of and avoid any repetitive and irritating gestures + Cultural Considerations: There are even more possibilities for cultural misunderstanding >try to learn about any particular cultural matters that may affect your audience => preparation for your presentation is so important + Voice quality ● speed: >>speak at normal speed >>speak faster >>speak more slowly >>stop completely >>pause ● intonation: change the pitch of your voice >>speak in a high tone >>speak in a low tone ● volume: >>speak at normal volume 19 19 >>speak loudly >>speak quietly + Visual aids: ● Keep the information on each visual aid to a minimum Give your audience time to look at and absorb this information ● + Audience Reaction: ● Remain calm and polite if you receive difficult or even hostile questions during your presentation ● If you receive particularly awkward questions, you might suggest that the questioners ask their questions after your presentation +Language: Your language must be simple and clear c Business correspondence -Steps: +Preparation +Research +Organizing +Drafting +Review and revision -Types: +Business letters +Business memos +Business emails 20 20