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RESPONDING STYLES Fatma GÜZELCAN Başak AKINCI Naciye SEYREK PowerPoint PPT Presentation


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RESPONDING STYLES Fatma GÜZELCAN Başak AKINCI Naciye SEYREK. FATMA GÜZELCAN. WHAT IS COMMUNICATION PROCESS?. A process. Information is exchanged between individuals. Common system of symbols,

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RESPONDING STYLES Fatma GÜZELCAN Başak AKINCI Naciye SEYREK

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RESPONDING STYLES

Fatma GÜZELCAN

Başak AKINCI

Naciye SEYREK


FATMA GÜZELCAN


WHAT IS COMMUNICATION PROCESS?

A process

Information is exchanged

between individuals

Common system of symbols,

signs or behaviors


COMMUNICATION PROCESS


Receiver; must attent to interpert

and response to the

transmitted message

  • To attain the goal of acceptence

  • of the message receiver uses;

    • Attention

    • Comprehension


Feedback; is the sender’s way of

determining the

effectiveness of his/her message

Feedback includes

nonverbal

verbal


Why are certain persons

more succesfull

than others

in personal lives

in professional lives


If a communication problem happen,

WHAT WENT WRONG?


“Wouldn’t is be extremely useful to have a simple formula of effective communication which can be used in all circumtances”Martin Hahn


A FORMULA OF EFFECTIVE COMMUNICATION

EC=SI+IO-DF


SELF-INTEREST


INTEREST of OTHERS

Helpful strategies to discover others’ interest

PAIR Approval

P=Placate(listen, empathize, respond with concern)

A=Attend(to the other)

I=Investigate(Circum-tances details of issue)

R=Resolve(decide on action to take)

  • Five Step

  • Step1: Listen

  • Step2: Respond

  • Step3: Decide on Action

  • Step4: Take Action

  • Step5: Follow up


BAŞAK

AKINCI


DISTURBING FACTORS

  • Differences in perception

  • 2)Incorrect filtering

  • 3)Language problems

  • 4)Poor listening

  • 5)Differing backgrounds


DIFFERENCES in PERCEPTION

our mind absorbs

our experiences in a unique

and personal way


Selective Perception


DIFFERENCES in PERCEPTION(cont’)

Perceptions are influenced by

Learned

Elements

Physical

Elements

Environmental

Elements


DIFFERENCES in PERCEPTION(cont’)

Example:

see physically & interpret culturally

RED in China

RED in U.S.A

stop

Good fortune

anger

excitement

in debt


INCORRECT FILTERING

Filtering is screening out before

a message is passed on to someone else.

Filters may ‘translate’

our receiver’s ideas and responses

before passing them on to us.


INCORRECT FILTERING(cont’)

To overcome

Establish more than one channel

condense message

information to

bare essentials

Eliminate intermediaries as possible


LANGUAGE PROBLEMS

Sources of language problems

Choosing words according to culture &subculture

Different meanings

of a word

Different interpretation ways of words


LANGUAGE PROBLEMS(cont’)

To overcome

Use the most specificand accurate words

Use language that describes rather than evaluates

Select understandable words


POOR LISTENING

Occurs when people are forced listen to info

difficult to understand

little direct bearing on their lives.


POOR LISTENING(cont’)

To overcome

Paraphrase what they have understood

Listen without

interrupting

Try to view the situation through the eyes of other speakers


DIFFERING BACKGROUND

To overcome

Avoid project your background

onto ohers’

Avoidusing stereotypes

and

being prejudiced

Clarify your own and understand background of others


GIVING CONSTRUCTIVE FEEDBACK

Direct feedback

toward behavior, not person

Take needs of receiver

into account first.

Make use of “I” Statements


GIVING CONSTRUCTIVE FEEDBACK (cont’)

Focus on actions rather than

motives.

Make feedback descriptive

rather than judgmental.

Make feedback specific

rather than general


GIVING CONSTRUCTIVE FEEDBACK (cont’)

Share information

rather than give advice.

Be sensitive to

timing and selection.

Check whether receiver

understood yourfeedback.


NACİYE

SEYREK


EFFECTIVE RESPONSES

  • Understanding

  • Clarification

  • Self-disclosure

  • Questioning

  • Info. Giving

  • Reassurance

  • Analytical

  • Advice Giving

EFFECTIVENESS


1) UNDERSTANDING

Honest & frank communication

Feelings-oriented response


1) UNDERSTANDING(cont’)

Sensivity&understanding

Strong negative feelings

“Understanding is empathy

and can repair

a damaged relation ”


2) CLARIFICATION

What is

the other person saying?

Identify significant feelings

significantly emerging


2) CLARIFICATION(cont’)

Echoing last few words

Summarizing

relevant/paraphrasing point

  • “Reinforce your desire

  • to see from

  • other's point of view.”


3) SELF-DISCLOSURE

Give others insight into

who you are

Share something about yourself


3) SELF-DISCLOSURE(cont’)

Anxiety

Similar problems&life concerns


4) QUESTIONING

Allow others to develop a point

Closed

Questions

Open

Questions


5) INFORMATION GIVING

involves relating facts in an

objective manner

without judgement or evaluation.

useful in giving

Negative

Feedback

Positive

Feedback


6) REASSURANCE

Reduce anxiety

Diffuse intense feelings

Express confidence


7) ANALYTICAL

Analyze,explain or interpret

NOT reassurance

reassurance+ thougts,feelings,values


8) ADVICE GIVING

Others are being measured

by your personal value system and

are found somehow lacking.

This is a process of blaming others

for their own problems.


WHAT ABOUT NEGATIVE MESSAGES?

RESPONDING TO NEGATIVE MESSAGE

Sense others’

needs

& feelings

Blame

yourself

Blame

himself

Sense your

own needs

& feelings


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