COMMUNICATION

MANAGEMENT
APR SCOUTS 2013
 SCOPE OF SESSION
Definition of Communication
Types of Communication
Communication Process
Why Communicate Effectively
Barriers to Effective
Communication
How to Communicate Effectively
WRITTEN QUIZ to see what you
have received
Sharing Experience about
 TASK : HELLO!
What is your name?
Where do you come from?
How are you today?
Why did you join SCOUTS?

Task: What is
Communication?: Quiz
Definition of Communication
from Latin communis : means to
share

is the activity of conveying

information through the exchange
of thoughts, messages, or
information,
Definition of Communication

any act by which one person gives

to or receives from another person

information about that person's

knowledge, desires, needs,
perceptions, or affective states.
Types of Communication
Communication may be intentional
or unintentional,
may involve conventional or
unconventional signals,
may take linguistic or nonlinguistic
forms, and may occur through
spoken or other modes.
Communication
Process of sharing
meaning between the
sender and the receiver

by speech, visuals, signals,

writing, or behaviour.
TASK : Communication
Please stand up.
How is your stay in USM?

How is this session so far?

THANK YOU!
 Communication Process
Nois Nois
e e
Encoding Decodin
Process g
Process
Nois Nois Nois Nois Nois
e e e Messag
e e
Messag e Receive
Sender Channel
e Sent Receive r
d
Feedbac
k
Nois
e
(Malhi 2011, pg.
152)
Communication Process

1. Sender Source of message.

(communicator)
Initiator of communication
process.
2. Encoding Message encoded into forms
and symbols to convey intended
meaning.
3. Message Information, ideas or feelings
transmitted from sender to
receiver.
4. Channel Medium of message transfer
(Malhi 2011, pg.
(Face
152) to face
communication, telephone, memos,
 Communication Process
5. Receiver Person who receives and
interprets the
senders message.
6. Decoding Receivers interpretation of
senders message.
7. Noise Any factor that distorts the
intended message.
(Interpretation of body language,
receivers past experience, personal
expectations)
8. Feedback Receivers response to the
(Malhi 2011, pg.
senders message.
152)
Helps sender understand whether
How Do People Connect???

Verbal (7 %)
Non-Verbal (55 %)
The way you
say it (38 %)
TASK : Why Must You
Communicate Effectively?
Get into groups of 4
Discuss this topic and
write
down 5 reasons in 10
minutes
Every member of the
group needs to
Why Must You
Communicate Effectively?
Build rapport with colleagues.
Maintain good relationships.
Help understand problems and issues.
Make decisions for effective changes.
Share ideas, feelings and
commitments.
Avoid embarrassment .
 OBJECTIVE/Goals of
Effective Communication
Transmit
thoughts
&
Build informati
on Sharing
trust and
of ideas
respect

Better
Understand What to Resolve
ing Achieve Conflicts
TASK: Give Examples of
Communication Failures
Go for a break, Come back with an
example each, otherwise there is a
penalty.
Patients describe wrong symptoms to
doctor
Wrong prescription results in
death
Misunderstanding between couples
Breaks up the relationship
Negotiations that do not work
 Barriers to Effective
Communication

Language Spoken, Unspoken

Environment Busy, noisy,
crowded
Physical Use of communication
devices
Cultural Norms, positions
Physiological Fear, intimidation
or bullying
Short Video
Making Effective Communication
Acknowledge thoughts, ideas or feelings
Nod occasionally to acknowledge
thoughts.
Give comments that recognize the
validity of the speakers feelings.
eg. It must have been really frustrating
for you.
eg. Sounds like you had quite a bad
day.
Give supportive ideas.
Making Effective Communication

Use the right language

Avoid ums, ers, I mean, you know?
Try not to use too many endearments.
eg. darling, my dear, love
Try not to correct when people
mispronounce
or misuse a word.
Do not appear patronising or overfamiliar.
Avoid slang and rude words.
 TASK: Check your communication skills score
Score Comment
Excellent! You understand your role as a communicator,
both when you send messages, and when you receive
them. You anticipate problems, and you choose the
56-75
right ways of communicating. People respect you for
your ability to communicate clearly, and they
appreciate your listening skills.
You're a capable communicator, but you sometimes
experience communication problems. Take the time to
36-55 think about your approach to communication, and
focus on receiving messages effectively, as much as
sending them. This will help you improve.
You need to keep working on your communication
skills. You are not expressing yourself clearly, and you
may not be receiving messages correctly either. The
good news is that, by paying attention to
15-35
communication, you can be much more effective at
work, and enjoy much better working relationships!
Sharing Experience about
Communication Management
in the Scouts Movement
Get into groups of 4
Prepare a sketch about something that
went wrong in a Scouting encounter
Can be real life experience
Present it in 5 minutes, all must take
part
Audience will give feedback on how to
improve the communication.
 TASK : Service Encounter
Communication when things are
RED
You are part of the Organising team
of an International Scout Jamboree.
A participant has turned up to lodge
a complaint .
How are you going to deal with the
complaint?
Work in groups of four to act out this
scenario using effective phrases
which you have learned in todays
session.
25 positive words &
phrases that we can use in
our customer interactions.
WORDS :
Definitely

Surely
Absolutel
y
Certainly
 PHRASES:
Rest Assured Mr/Ms
I do understand the
inconvenience you have
faced
I will be more than glad/
happy to assist you.
I completely understand the
reason why / your
What will you do now about
COMMUNICATION
in the Scouts movement &
YOUR LIFE
- Check your communication score
- Listen
TASK : Questions to answer:
Write on a piece of paper

1. What is communication?

2. Name one of the barriers to

communication?

3. How do you acknowledge

thoughts, ideas and feelings?
THANK YOU VERY MUCH!!!

Have a fruitful workshop.

Have a lovely stay here.
Have a safe journey home.
Hope to see you all again
soon.