Introduction
Imagine saying this life if
we are not able to interact with others. There are no stories that can be
shared, no purpose can be served and there is no language that can be spoken!
Perhaps this is the situation experienced by the patients 'point' and could not
respond to the environment. Rigid and does not mean everything, but full of
mysteries to explore. The situation is different with a special group of
visually impaired, deaf or hard of hearing, as they have their own way to
interact. And it turns out they were never bored with the way they interact,
although sometimes not understood by others.
The fact is that every
human being needs to interact with others. This interaction process is a form
of communication that most basic of human life. The term communication includes
all means of communication of all forms of thoughts and emotions to others or
receiving thoughts and emotions of others. In general, communication is a
process of delivery of information or messages from the source to the receiver
through certain channels. The purpose of presenting information as possible to
awaken, change attitudes or persuade the recipient to accept the new practices.
The information may be in the form of verbal or non-verbal, and it must be
understood by both parties. In other words, the existence of a partnership
between the source and receiver. If this does not happen then it will gagallah
communication, which might cause a variety of problems in the social
environment whether at work or at home.
Why the Need to Communicate
Effectively?
Perhaps the greatest
problem of communication in the workplace is the notion that communication is a
simple thing to do. Apparently the notion is not true at all. It is easy to
communicate, but to communicate effectively or in other words to create
positive communication is difficult. While we have communicated with others
throughout our lives, but we often fail to communicate properly. As a result of
the various conflicts that arise as a result of misunderstanding or discontent.
And that is why this module has been prepared to discuss how we can practice
positive communication in this life, especially at work.
Positive communication can
be achieved when the meaning of a message to be delivered by the source or the
speakers are the same as what is understood by the recipient. For example, a
doctor trying to tell patients Malay Chinese woman who is not fluent in English
in order to reduce the intake of sugar to control diabetes by using a variety
of approaches, the results of patients who had acted to reduce the dose of
sugar in all foods consumed. Clearly the message here has achieved its goal of
controlling diabetes. This means that the communication process has been very
effective.
Communication Process
To better understand the
communication, we need to know the process of communication in general.
Communication involves exchange or presentation purposes between two or more
people. If there is no information or idea submitted or exchanged, no
communication occurs.
However, to make the
communication is successful, the meaning of a point should be understood not
only be alone. For example, a letter received in French (but I did not
understand the language!), Can not be considered a communication until I
translated it. Indeed, communication is the transfer and understanding of the
meaning of things.
resource
A person who has a message
to deliver to the recipient.
Encoding (Encoding)
Occurs when the source of
the translated information to be conveyed to the symbols. This process should
occur because the information can only be delivered using symbols. Resources
need to select the symbols that are understood by the receiver to deliver the
message.
message
Information or ideas that
have been through the process of coding (encoding) .Terdiri of any shape or
state that can be experienced or understood by anyone who receives it. Maybe in
the form of words could be heard, the writing can be read, or gestures that can
be seen or felt. For example, a touch of the hand may carry different meanings,
from good to aim high treason.
channel
Is a way of delivering a
message to the recipient (eg air to the conversation and paper for writing). For
an effective communication channel for the communication must be appropriate to
the type of message to be delivered. For example, to communicate a diagram
would not be appropriate to use the phone, certainly more effective when using
electronic mail (e-mail) or fax.
receiver
People who receive and
understand the message delivered by the source. Recipients may consist of a
group of members of an organization, community, audience or perhaps an
individual. Message must be appropriate to the circumstances and background of
the recipient. An obstetrician doctors should avoid using medical terms that
are too technical when talking with hospital administrative officer, as opposed
to when he spoke with nurses. Because if the true meaning of a message can not
be understood, means of communication does not occur effectively.
decoding
The process by which the
receiver interprets the message and decode a web of meaning.
interference
That any factors that
interfere with, mislead, or exists during a communication. It may be 'internal'
(eg if the recipient is not paying attention) or external (if a message is
intercepted by the various sounds in the environment).
Feedback
A reverse in the process of
communication in which the receiver responds to the message received. This
process is repeated in which the recipient then act as a source of the message,
so on an ongoing communication process in life. But sometimes the process is
delayed because of interference and obstruction.
Communication barriers
Here are some of the
barriers of communication:
Ability to communicate
between different individuals
Ability to communicate
effectively depends on the age, sex, race, language, values, culture, and
whether individuals with hearing and speech.
Different status and power
Communication process will
be blocked if the individual has a status and a higher power to use its
influence to lead others feel uncomfortable or threatened, for example, a
mother may not be able to talk to their teenagers during the time when he used
his power as adults to control children ren.
select information
Naturally people are more
likely to listen and pay attention to the things that pleases. It would be very
difficult when two individuals communicate each just wants to focus on its own
tendencies and just choose what you want to hear.
level of education
Individuals have different
backgrounds, education levels will have trouble talking when talking about
intellectual issues that are too heavy or too light.
Emotional state or mood
A person's emotional state
will affect the 'mood'nya communication. For example, an employee who is just
going to be the death of the father moody and silent while attending department
meetings.
Cultural and social
backgrounds
Two individuals who come
from social backgrounds and different cultures will have a problem to
communicate if both know nothing about the culture of each other.
environmental factors
Attention to communicate
will be affected by external factors such as a noisy environment, dirty,
smelly, or the temperature is too hot or cold.
health
Healthy individuals will be
able to effectively better than individual flu, not getting enough sleep or are
in a stressful situation.
Failure to distinguish
between opinion and fact
This situation will lead to
serious misunderstandings can lead to conflict among several parties. It is
important to examine the validity and credibility of the information
deperolehi.
Semantic issues
Different meaning for a word.
For example, in the Kelantan dialect word "always" means
"now" in English while the standard mean 'often'. Similarly, the word
"bread" in the Northern dialect means 'cookies', which are often
misunderstood by those who are not familiar.
Halo effect
Individuals tend to make a
judgment on something based on past experience with the experienced presenter.
This will not prejudice either.
assessing the credibility
The validity of the
information is evaluated based on the credibility of the person delivering the
message. For example, listeners may be less confident as an engineer talking
about the latest treatment methods for certain types of diseases, and vice versa.
Different perceptions
Different people interpret
what was seen or heard by the interpretations vary. Poet listens to the waves
as the inspiration for the work of the richness of God's creation, and for a
fisherman it is a sign of misfortune in his life.
initial expectations
Earlier expectations of a
problem will determine the attitudes and beliefs of the received message.
jargon
The use of the term,
symbolism and metaphor understood only by certain groups. For example, the
medical term used doctors and nurses, many of which can not be understood by
the public.
Understanding Non-Verbal
different
There are non-verbal
understanding that vary by group of men. Facial expressions, gestures and tone
of voice on the meaning and purpose of the different groups terhap different
sinks.
Overcoming Barriers to
Communication
To communicate effectively,
after identifying communication barriers that exist outside of the
(environmental) and internal, the next step is to formulate a strategy on how
we can overcome those obstacles.
Give feedback
That gives an explanation
by combining the two forms kemunikasi verbal and non-verbal. This integration
will be an impact on the audience reception.
Multichannel
Use of appropriate
communication channels is crucial in determining the success or otherwise of a
message is delivered. It is best to use a variety of channels it deems fit and
able to do.
face communication
This method is more
efficient, especially in order to avoid conflicts arising from a
misunderstanding of the message that having a 'distortion' in the delivery process
through the communication channel.
sensitive
That is sensitive to other
people's worlds. Consider the problems and situations faced and tried to adjust
the best approach under the circumstances.
Right time
Devise a suitable time to
deliver something. If both parties are in peak condition and unwilling, unable
to concentrate given the failure of communication.
language already
Use simple and clear
language allows a message to be understood quickly and produce appropriate
action. Simple language means language that is understood by most people.
Words accompanied by deeds
That gives examples of acts
described by words. This will clarify the true meaning to be conveyed.
Repetition appropriate
In certain circumstances,
repetition of information to be made but should be appropriate and not annoy
the listener.
Once you identify ways to
overcome the barriers of communication the next step is to generate an
effective communication. For this we need to integrate the skills to entertain
and hear during interaction.
Listening Skills
Listening skills involves
active listening, or also referred to as listening effectively. Listening
effectively means not just listening to the words that are heard but also be
sensitive to the feelings hidden visible through non-verbal.
Active listening
The ability to listen
effectively is difficult to do. This is because we are often confused between
"hearing" and "listening". "Hearing" means we
only capture any sound that goes through the ear drum, but
"Listening" is to understand what we hear. There are four things you
need to do is to listen actively listen with empathy, namely, intensity,
acceptance and a willingness to take responsibility for what is heard.
Empathy means that we try
to put ourselves in the situation of others so we can feel as though the real
situation. In this way we can understand what you want delivered rather than
what we want to understand.
Active listener pays close
attention to what they hear and continue to process the information in his
mind. This can occur because our brains are actually able to handle four times
the speed of speech sounds.
Total acceptance of what is
heard without direct evaluation is difficult, especially if there are facts
that are contrary to our opinions. Trtapi to listen actively and effectively,
we need to suspend judgment and comment until the person is finished speaking.
Willingness to take
responsibility for the overall purpose to be served by focusing on the elements
of the feeling other than contents and also questions to ensure understanding.
Active listener hears with
the ears, eyes and mind! In this way the spirit of the words that are heard can
be captured. Something that is expressed not only involve the words alone, but
also the feelings and emotions through tone of voice and non-verbal cues
(non-verbal). Non-verbal communication involves eye movement, facial
expression, body position and movement of the hands. All of these signals have
important meanings to be interpreted to allow us to understand the whole.
Positive communication
Treatment of a person to
interact with others in earnest and sincere. Behavior and speech, we will give
an overview of whether it is positive or otherwise communicate. Positive
communication that we do will reflect the quality of service we provide to our
customers.
Types of Positive
Communication
1. Tone of voice
2. maneuverability
3. Eye View ('Eye contact')
4. smile.
Tone of voice
One of the positive
elements of communication is 'tone' or the tone of our voice when we talk. The
study found that 45 percent of communication is the communication process comes
from tone of voice and what we say.
Manner and tone of voice we
say hello, or call our customer names, meanings of their own. Listeners can
judge whether we are sincere, bored, angry, or simply just from the title we
were. There are listeners or customers will make an assessment of the attitudes
and behavior.
To adopt the tone of voice
and the way calls to customers with good taste in the hearing and show the
warmth, we'll have to keep practicing and do it whenever given the opportunity.
Only by this method we will be able to establish good rapport with customers.
Factors that positively
impact the customer of the way of clothes, patience and also the way he
interacts with us, we can make customers feel respected and we need to be aware
and sensitive to them. Although this is a small factor, but it can be tethered
to our customers satisfied and happy to interact.
It is important comments of
customers indicated a low tone of voice, polite and sincere.
maneuverability
Among the maneuverability
that we have to pay attention to the facial expression (facial expression), the
way we stand or sit, the way we show a distance between us and the customer,
hand movements and neatness of our clothes. All this gives the message about
ourselves to our customers. After all, we have to be careful because the
maneuverability we demonstrate our true feelings at the time.
Eyes (Eye contact)
In addition to the tone of
voice, eye contact '' or the eyes is also a key element in communication. When
we talk to customers, how polite if we look ahead to our customers. This will
show honesty, confidence and also a sign of respect.
How can we communicate with
a variety of ways. Whether talking with them, using your hands or other body
parts and sometimes we talk with signals simultaneously without realizing it.
smile
People always say that
smile bidders. Interaction with a smile is a form of communication that
influence positively. With a smile can assure members of our supervision and be
able to communicate with more positive again. This allows members under custody
can submit any problems encountered and the supervisor is a leader who can be
approached.
Due to the tone of voice,
the way we talk, gestures and facial expressions we are directly involved when
we communicate with people in our care, we are encouraged that we are always
careful to keep the sound and behavior corresponds to the message that we want
to Delivers.
Initiate interactions
smile, soft voice and sweet face will be able to reflect that we are trying to
provide a quality service and excellence.
INTERACTION MANAGEMENT
Interaction is the most
important in determining the throes of an organization. Effective interaction
is the communication that takes place between members without incurring a lot
of words.
Effective interaction is
important because it may encourage someone to work well.
Four Principles of
Interaction Management
1. Adding the interest rate
itself
2. Listen with empathy
3. Ask for help in
resolving the problem
4. Associating dignity or
something valuable to him.
This principle can be used
in the process of interaction by providing a positive thing first, followed by
the negative and end with positive things. This method is known as the
`sandwich 'or' PNP '.
