Communication,

Coaching and
Conflicts Skills

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How the Communication
Process Work

Sender Encoding Message Decoding Receiver

Feedback
 How the Communication
Process Work
Transmitting a
particular message

Sender Encoding Message Decoding Receiver

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 How the Communication
Process Work

HOW?

Sender Encoding Message Decoding Receiver

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Verbal Non verbal

Oral (face-to-face/ telephone) Gesture
Written (on paper / email) Facial expression
How the Communication
Process Work

WHAT?

Sender Encoding Message Decoding Receiver

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How the Communication
Process Work
Understand
Interpret
Listen
Access
Sender Encoding Message Decoding Receiver

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How the Communication
Process Work
Noise
Mental
Readiness

Sender Encoding Message Decoding Receiver

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How the Communication
Process Work

Sender Encoding Message Decoding Receiver

Feedback

For the sender to ensure

whether the message is
understood
Communication Process

1 Plan the message

Purpose of message (goal)?

To whom (receiver)?
How (media)?
When (timing)?
Where (setting)?
Limit distractions (called noise)

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Oral Message Sending Process

Develop rapport

State communication purpose

Transit message

Check understanding

Get commitment / follow up

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 Message Receiving Process

Listening Analysing Check

understanding

Pay attention
Think Paraphrase
Avoid
Evaluate after Watch
distractions
listening nonverbals
Stay tuned in
Dont
interrupt
Watch
nonverbals
Ask questions
Take notes
Convey
meaning

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LOGO