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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


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FATMA GÜZELCAN


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WHAT IS COMMUNICATION PROCESS?

A process

Information is exchanged

between individuals

Common system of symbols,

signs or behaviors


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COMMUNICATION PROCESS


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Receiver; must attent to interpert

and response to the

transmitted message

  • To attain the goal of acceptence

  • of the message receiver uses;

    • Attention

    • Comprehension


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Feedback; is the sender’s way of

determining the

effectiveness of his/her message

Feedback includes

nonverbal

verbal


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Why are certain persons

more succesfull

than others

in personal lives

in professional lives


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If a communication problem happen,

WHAT WENT WRONG?


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


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A FORMULA OF EFFECTIVE COMMUNICATION

EC=SI+IO-DF


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SELF-INTEREST


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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


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BAŞAK

AKINCI


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DISTURBING FACTORS

  • Differences in perception

  • 2)Incorrect filtering

  • 3)Language problems

  • 4)Poor listening

  • 5)Differing backgrounds


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DIFFERENCES in PERCEPTION

our mind absorbs

our experiences in a unique

and personal way


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Selective Perception


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DIFFERENCES in PERCEPTION(cont’)

Perceptions are influenced by

Learned

Elements

Physical

Elements

Environmental

Elements


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DIFFERENCES in PERCEPTION(cont’)

Example:

see physically & interpret culturally

RED in China

RED in U.S.A

stop

Good fortune

anger

excitement

in debt


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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.


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INCORRECT FILTERING(cont’)

To overcome

Establish more than one channel

condense message

information to

bare essentials

Eliminate intermediaries as possible


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LANGUAGE PROBLEMS

Sources of language problems

Choosing words according to culture &subculture

Different meanings

of a word

Different interpretation ways of words


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LANGUAGE PROBLEMS(cont’)

To overcome

Use the most specificand accurate words

Use language that describes rather than evaluates

Select understandable words


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POOR LISTENING

Occurs when people are forced listen to info

difficult to understand

little direct bearing on their lives.


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POOR LISTENING(cont’)

To overcome

Paraphrase what they have understood

Listen without

interrupting

Try to view the situation through the eyes of other speakers


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DIFFERING BACKGROUND

To overcome

Avoid project your background

onto ohers’

Avoidusing stereotypes

and

being prejudiced

Clarify your own and understand background of others


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GIVING CONSTRUCTIVE FEEDBACK

Direct feedback

toward behavior, not person

Take needs of receiver

into account first.

Make use of “I” Statements


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GIVING CONSTRUCTIVE FEEDBACK (cont’)

Focus on actions rather than

motives.

Make feedback descriptive

rather than judgmental.

Make feedback specific

rather than general


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GIVING CONSTRUCTIVE FEEDBACK (cont’)

Share information

rather than give advice.

Be sensitive to

timing and selection.

Check whether receiver

understood yourfeedback.


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NACİYE

SEYREK


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EFFECTIVE RESPONSES

  • Understanding

  • Clarification

  • Self-disclosure

  • Questioning

  • Info. Giving

  • Reassurance

  • Analytical

  • Advice Giving

EFFECTIVENESS


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1) UNDERSTANDING

Honest & frank communication

Feelings-oriented response


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1) UNDERSTANDING(cont’)

Sensivity&understanding

Strong negative feelings

“Understanding is empathy

and can repair

a damaged relation ”


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2) CLARIFICATION

What is

the other person saying?

Identify significant feelings

significantly emerging


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2) CLARIFICATION(cont’)

Echoing last few words

Summarizing

relevant/paraphrasing point

  • “Reinforce your desire

  • to see from

  • other's point of view.”


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3) SELF-DISCLOSURE

Give others insight into

who you are

Share something about yourself


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3) SELF-DISCLOSURE(cont’)

Anxiety

Similar problems&life concerns


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4) QUESTIONING

Allow others to develop a point

Closed

Questions

Open

Questions


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5) INFORMATION GIVING

involves relating facts in an

objective manner

without judgement or evaluation.

useful in giving

Negative

Feedback

Positive

Feedback


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6) REASSURANCE

Reduce anxiety

Diffuse intense feelings

Express confidence


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7) ANALYTICAL

Analyze,explain or interpret

NOT reassurance

reassurance+ thougts,feelings,values


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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.


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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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