EFFECTIVE COMMUNICATION

A. EFFECTIVE COMMUNICATION

Communication is a basic process for the survival of any organism.

We all depend on the processes of information exchange in order to
survive. These exchanges do not occur in a fortuitous or random manner,
but they are regulated by certain 'laws' that allow us to learn. Without the
Without communication, there would be no learning or personal development.

Through these basic processes of communication, we can know if what

what we do or say is or is not effective in achieving what we want, we can also
develop our personal resources to face difficulties and the
problems of professional and daily life.

Some of the relevant elements involved in the processes of

Communication is:

Sender, receiver, and message are the three basic elements in the
communication

Sensitive elements to a situation: perceives, thinks, and feels this situation

and its rules, processes the collected information and

Establish the objective of entering the relationship: start a conversation,

meeting a person, asking something, etc. They are the objectives that guide and
they guide our actions, when they are not clear, there is a risk of not
to know how to walk the path and end up in a different place than the one you intended to reach.

In order to achieve these objectives, the sender acts and behaves. He elaborates
messages that will be different depending on the history, the information it has, the
training that has... the greatest or least effectiveness in achieving the
objectives will fundamentally reside in how the Sender acts, as it
how it behaves and how it approaches.

In any case, this behavior of the sender produces changes in the

interpersonal medium that is observed through the receiver. This perceives,
think, feel, and act.

The meaning of the message.

Communication should not be understood as a simple and linear process. It is a

dynamic process influenced by a large number of factors. In practice, when
a message is transmitted, it does not occur in isolation but in combination with
other factors that intervene in its meaning and interpretation.

Next, we will address the analysis of the three most important factors:

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Situation and context

Message
Factors not
Interpretation verbals

The situation and the context in which it occurs intervene. Depending on

the situation, the message may mean something totally different from what it is
in reality.

Non-verbal factors such as tone of voice, looks, intervene

body and facial gestures, which many times (even in attention
Telefónica) convey affective and emotional aspects. The elements do not
Verbal contributions provide information about the opinion and attitude that generates the
message.

Factors of interpretation related to the way of perceiving intervene,

both the sender and the receiver, who must assimilate the information
starting from a frame of reference or point of view.

The message, therefore, has a strong subjective or personal charge. In order for it to be
to be correctly interpreted, a high level of involvement and great effort are necessary
on the part of the sender, since the responsibility of communication falls on him. The
The sender must keep in mind that a message is more effective the shorter it is.
effort that the receiver must make to understand it.

Both the sender and the receiver must avoid certain assumptions that can lead to
place to misinterpret the message. Some of these assumptions are:

That the other person perceives the situation as we do.

That the other person draws the same conclusions as us.

That communication is not related to our feelings and attitudes.

The interpretation of the situation is made from our point of view.

It is important to emphasize that the communication process ends when the receiver
understands the message, but if timely measures are not taken, the information
received can differ from what was actually intended to be conveyed.

In the business environment, we distinguish between several types of communication depending on

about the status of the interlocutors. In this way, communication between individuals of
equal status (horizontal), between superiors and subordinates (vertical: ascending and

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descendant) and between people of different status located on different lines of

command (diagonal) constitutes the basic modes of information flows.

Downward communication is generally used to transmit

instructions regarding the task, explain the purposes, inform about
rules and procedures, send feedback to subordinates or comment on them
objectives, goals, and the philosophy of the company.

Ascending communication is preferably used to inform.

about the results or effects of the tasks, the actions taken, the
opinions on the organization's practices and policies, needs,
suggestions, etc.

Horizontal communication allows for coordination of work,

activity planning and, in addition to meeting needs
individuals, it is essential to foster the interaction of people who
they are at the same level and those who interact with other areas and
They work in teams.

In vertical communication, the exchange of information predominates from

more formal nature; while lateral and horizontal communication
tends more towards the informal.

The frequency and volume of the flow of messages are determined not only by
structural factors, but are mediated by psychological factors. The
the internal situation of the company can give rise to defensive communications, in
which people avoid feedback, distort information, create
rumors, etc

The barriers that hinder the flow of information can be generated by the
message overload (emails for example), or the scarcity of information, the
uncertainty of the decision-making process, action, or in the transmission itself.
message overload, for example, produces delayed responses,
omissions, errors, neglect, and/or message leakage.

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Fundamentals of Effective Communication

The foundations of communication theory are changing and show that

It is a subject of study that is alive and constantly evolving. In these theories, by
Thus, dialogue and conversation, the author and the protagonist, are questioned,
interaction, empathy, agreement or consensus, persuasion and convincing,
etc. The most conventional perspectives in the classification of theories of the
interpersonal communication are as follows:

According to Professor Chadwick, two groups are integrated:

1. The theories that address the production of meaning (semiotics, interactionism

symbolic...)

2. The theories focused on interpersonal communication (constructivism,

theory of social penetration…

The two most relevant theories of this group of relational theories that study
Chadwick is symbolic interactionism and constructivism:

• Symbolic Interactionism is based on three principles: communication

occurs through the creation of shared significant symbols; the self is
built through communication; and social communication is done
possible through processes by which we assume the roles.

Constructivism makes three assumptions regarding communication:

all communication is intentional, communication is directed towards its
objective/goal, negotiation comes accompanied by interpretation
shared (meaning).

On the other hand, Craig organizes the theories into two antagonistic processes.
hermeneutics based on the art of interpreting messages beyond what
formally signify (specifically the messages related to the scriptures
sacred) and the phenomenology that is based on the decomposition or branching of
the parts that the message is made of. In this current, the subject isolates the
message excluding any value judgment about it.

For his part, Professor Lane categorizes the theories into four orientations.
persuasive interpersonal communication:

1. The relational/qualitative: communication in which the role of the sender and of

receptors are shared by two people simultaneously to create the
meaning

2. The situational/contextual: communication that occurs between two people in a

specific context.

3. The quantitative: interactions of more than one day in which elements are put at stake
new communicative requirements.

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4. The functional/strategic: communication aimed at achieving goals

impersonal.

Finally, Twente includes in interpersonal perspectives two types of currents:

1. Theories of interpersonal or relational communication, where it would be - for

example - social cognitive theory, which explains how people acquire and
maintains certain patterns of behavior.

2. The communication processes in which the theory of expectation is involved

language, which is a formalized model about message strategies and
change of attitude and behavior.

Author Theory Summary

Chadwick Interactionism Communication occurs through

symbolic from the creation of symbols
shared meaningfuls.

The subject is constructed through

of communication.

Social communication is made

possible through processes by
which we assume the roles.

Constructivism All communication is

intentional

Communication is directed
towards their goal/target

The negotiation comes

accompanied by the interpretation
shared (meaning).

Craig Hermeneutics Art of interpreting messages

beyond what they mean
formally.

Phenomenology The subject isolates the message.

excluding any judgment of
value about him.

Lane Relational/qualitative Communication in which the

role of the sender and of
receptors are shared by two
simultaneous people for
create the meaning.

Situational/contextual • Communication that occurs between

two people in a context

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specific.

Quantitative Interactions of more than one day

in which are at stake
new requirements
communicative.

Functional/strategic • Communication for the purpose of

achieve impersonal goals.

Twente Social cognitive Explain how people acquire

and maintains certain patterns of
behavior.

Expectation of the Model formalized about

tongue message strategies and
change of attitude and of
behavior.

Marketing message

Intelligence is the basis of effective communication. Relating to others

it is not just about talking and making gestures but about putting into practice a
a series of skills, knowledge, and attitudes that provoke action in the
interlocutor.

We are all aware that there are people who manage communication like
a true art, and with their mere mastery they have achieved great success. People
with a lot of charisma who know how to communicate their ideas, convey their dreams and make
people want to do what they consider right. Some of these people have
born with a special gift, they communicate in an extraordinary way, almost without
no effort, they are clear, specially fascinating in their speech and seem
hypnotize the crowds.

The vast majority of us are not born with that star, but we can learn to
communicate excellently and become such good presenters of
our ideas like these great men.

In communication, feelings and knowledge are also transmitted.

principles of a person. Sometimes the speakers who project feeling and
emotions move their listeners in a spectacular way.

Art is learned, but we must be aware of learning, we must want to.

learn and we must learn to learn and learn to unlearn. This
complicated word play is based on what Covey calls: being proactive, being
owner of your life and your actions and truly wanting to influence life and not just pass by
for her without living.

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There are many key success factors in the communication process: Everything
begins with the respect that his listener deserves. Whether an individual or an audience, he
He/She is an important person and expects his/her point of view to be respected.

Cultivate personal relationships, don't become a hermit. Use assertiveness and

empathy as fundamental principles. Develop your personal mastery that is
define as the ability to generate energy and channel emotional forces
towards the achievement of common objectives.

You can achieve total mastery of this exciting art, the art of
communication.

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Benefits of Effective Communication Training

The benefits of communicating effectively are numerous at all levels: to

company level, professional level, work level, personal level, family level, etc.

At the business level, we can say that good communication within the organization:

Ensures that everyone receives the appropriate messages in due time.

time.

It allows to disseminate the business objectives and the mission and values of the company
allowing all its members to move in the same direction.

It fosters trust and improves the work environment, which can lead to a
greater commitment from professionals.

Avoid the talent drain

Increase motivation at work since workers who feel

listened to and can contribute ideas and solutions to everyday problems

It ensures that professionals stay attentive and can collaborate in the

supervision of key processes.

• Disseminate individual and group achievements for which the achievement is recognized.
people and, consequently, increases the efficiency and effectiveness of the
processes.

Moreover, it should also be kept in mind that it is a good strategy to

mitigate the consequences of the conflict among the professionals with what is
improves interpersonal relationships among the members of
team.

Improvement in business objectives by increasing the effectiveness of processes

negotiation. This improvement leads to more favorable conditions.
in the agreements with other companies that result in the improvement of the
business profitability.

Significantly reduce the error rate due to misunderstandings.

• Improve the effectiveness of work meetings by optimizing time.

workers.

Similarly, at a professional level, the benefits of training in the

effective communication could be summarized as:

Ensure the correct transmission of the idea or concept that is desired.

transmit.

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It shares the objectives, goals, and achievements to be reached in accordance with

the rest of the team.

Enhances the level of participation and contribution of ideas to the projects.

Facilitates the presentation of demands and requirements to bosses and colleagues.

and collaborators.

Improve relationships with the rest of the team.

Avoid misunderstandings in conflict situations.

• It favors the contribution of ideas by providing meaning and structure to the

messages.

Encourages the relationship with the other team members and the processes of
empathy.

Avoid discussions loaded with negative emotions.

Encourages the achievement of advantageous agreements for all parties

involved.

Increase the level of satisfaction in daily work.

It provokes the expression of emotions without aggression.

It enhances our knowledge of emotions and behavior.

the other.

Avoid the feeling of guilt resulting from communication or relationship situations.

mismanaged.

Improves individual results and the image that other members have.
team has of the individual.

Provides tools and techniques for managing complex roles.

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PROFESSIONAL COMPANY

Improve relationships with Improves the work environment.

the rest of the team.

Increase the level of 2. Avoid talent flight.

job satisfaction
diary.

3. Boost the level of 3. Achieve that professionals

participation and contribution remain attentive y they can
from ideas to projects. collaborate in the supervision of the
key processes.

4. Share the 4. It allows to promote the objectives of

objectives, goals, and achievements business and the mission and values of the
reach in harmony company allowing all of its
with the rest of the team. members direct themselves in the same
address.

5. Avoid misunderstanding in 5. Significantly reduce the rate of

conflict situations. error due to misunderstandings.

6. Improve knowledge 6. Improve the effectiveness of meetings

what we have of the I work on optimizing people's time.
emotions y workers.
behavior of the other.

Famous quotes

The wise never says all that he thinks but

always think about everything you say

ARISTOTLE

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"A well-chosen word can save not

only a hundred words but a hundred thoughts

HENRI POINCARE

Decalogue

1. The human being is a relational being, a person who needs others.

to take place. It requires communication to take place.

[Link] is two-way. It involves the art of listening and the art of

to speak. This is how the dialogue appears.

3. Don’t assume that they understood you, make sure. Don’t try to guess the
thought of the other person, question.

4. "There is no worse deaf person than one who does not want to hear" When there is interest in the other
the true message is captured.

5. Practice assertiveness when communicating. Say what you think,

expressing one's own rights without harming those of others.

6. Communication has as a vehicle, in addition to words, gestures,

glance, the tone of voice. The body speaks.

The message must be clear and direct. Without unnecessary embellishments or pretentiousness.
Simplicity and clarity are qualities that we all long for in others and that
Others expect from us.

The first ten words are worth more than the next ten thousand.

9. When someone talks to you, give them your full attention. The body and mind must
be with that person. Practice active listening.

10. Don't demand that others listen to you: earn their attention. Don't demand that others
Make yourself understood.

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5. Other resources

5.1. Glossary of Competence.

ATTITUDE: The disposition of a person's state of mind that is manifested

in an observable way.

ASSERTIVENESS: It is the direct expression of one's own feelings,

needs, legitimate rights or opinions, without threatening or punishing those
others and without denying the rights of others

COMMUNICATE: To involve another in the message or content that one wants.

to transmit.

DIALOGUE: Conversation between two or more people, who alternately

they express their ideas, opinions, wills, etc.

SENDER: Person who utters the message in a communication act.

EMPATHY: Mental and emotional identification of a subject with the state of

the spirit of another.

FEEDBACK: Collection of information coming from initiated actions.

INTERLOCUTOR: Each of the people who participate in a dialogue.

VERBAL LANGUAGE: Set of articulated sounds with which man

manifests what he thinks or feels.

NONVERBAL LANGUAGE: A set of signals, conscious or unconscious,

issued by a speaker that accompany verbal language.

MESSAGE: Set of signals, signs or symbols that are the subject of a

communication.

RECEIVER: Person who receives the message

NOISE: Interference that affects a communication process.

TO INQUIRE: To make initial inquiries about someone or something

TRANSMIT: To get the desired messages to the interlocutor.

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5.2. MIND MAP.

BEHAVIOR SITUATION RECOMMENDATIONS

Review the profiles mentally the most

Before starting
common. Analyze the existing links
the contact
between you and your interlocutor.

In the first Formula open questions for you

1. Define the moments the interlocutor speaks and provides you with information.

characteristics of the Tantalize your interlocutor with proposals.

interlocutor Advanced the
to calibrate if you have defined its
conversation
correctly characteristics.

When not Restart the wheel by formulating

you have succeededopen questions that allow for discussion
in the definition interlocutor.

Mentally review the map of attitudes

Before starting
common. Analyze the existing links
the contact
between you and your interlocutor.

In the first Formula open questions for you

2. Adapt the moments interlocutor speaks and provides you with information.
message to the
characteristics of the Try to empathize with your interlocutor
Advanced the
interlocutors launching messages that align with your
conversation
attitude.

Propose your idea directly. Once you

When you achieve
align yourself with him
the interlocutor has aligned with you will be
able to visualize it much better.
Separate the rational level from the emotional one.
In the content

In the Be aware of the importance of language

non-verbal communication both in terms of expressing and
verbal to interpret.
3. Express with
clarity of the message Be careful with the words with
In the
connotations negatives (problem,
vocabulary
difficulty, no, etc.)

In the style of Always try to choose the third way, the

communication assertiveness.

4. Obtain feedback Always ask the questions with a

When asking
of communication specific objective.

Upon hearing Focus on the conversation, try not to

to ramble or to anticipate aspects that are not

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they have dealt.

Analyze the non-verbal aspects of the

Upon observing conversation and its coherence with the
content of the verbal message.

Try to unify the signals and messages.

When interpreting provided by the interlocutor for extraction
your conclusions.

5.3. READINGS.

[Link]
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B. BEHAVIORS

1. Define the characteristics of the interlocutor.

When it comes to communicating, it is essential to know the type of interlocutor we have.

in front. As one gains experience, it becomes easier to determine it, but,
even so, it is sometimes difficult to find an effective way to deal with a
contact adapted to the individual.

When communication occurs with a large group, a mix is created

interlocutors (each with their own personality) that can disorient us and throw us off.
Below any strategy if we are not trained. Feeling approached by various
Managing multiple profiles at the same time can be quite complicated.

Knowing in advance the nature of the interlocutor is not always possible. For that reason
it is of vital importance that, in case of not dealing with a known interlocutor,
let's take some time to define who we have in front of us.

To do this, it is enough to use surveying techniques, that is, the skill of asking.
and listen actively to position our interlocutor in a profile that suits us
contribute knowledge on how to approach effective communication.

In addition to the content of your verbal message, there are many other parameters that
define the characteristics of the interlocutor with whom we communicate: language,
intonation, gaze, postures, gestures, attitude, etc. It is important to spend time on
analyze those characteristics in order to establish a profile of the person with whom
establish dialogue.

To facilitate the structuring of the characteristics, we are going to describe some.

typologies and how to maintain communication adapted to them although
It is important to bear in mind that these are ideal patterns. Our real interlocutor
it will have characteristics of various patterns and in different proportions so that,
to adapt to it, it will be necessary to use a combination of several
behaviors.

Pretentious interlocutor

A pretentious profile is that of a person who believes they know everything there is to know.
pretends to convey and even strives to demonstrate that its knowledge goes
much further beyond. It is usually difficult to take the word once they make
the use of her and the fact that they do not accept explanations and try to impose their criteria
they turn the conversation into a monologue.

Attempts to make him reflect will only complicate communication, giving it wings.
to continue their presentation. It is also not a good idea to pressure or to be carried away.
towards despair. Instead, we should let him expose his monologue and
try to steer the discourse to make it seem that the agreement or solution regarding it

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talk has come out of himself. They love being given the reason, they see it as something
normal and natural.

It can be frustrating, but fighting is usually not worth it; in fact, it can have
fatal consequences especially if it involves a client. The influence is not
simple and only experience will tell us how to apply it successfully.

Sociable interlocutor

He/She is a talkative and positive person who usually welcomes...

proposed solutions. At times it becomes somewhat complex due to the tendency that
they tend to deviate from the main topic so it is necessary to redirect the conversation
subtle conversation through timely questions.

We must pay special attention not to fall into the conversation topic that
surely it will be presented and it moves away from the main reason for the conversation. For
It is advisable to maintain the initiative and obtain the information we need.
quickly. Patience will be a good ally as almost always but with this
we have the advantage that there is a good disposition to achieve
agreements.

Rude interlocutor

Raising one's voice while making demands and complaints from the beginning can
clear indicators that we are dealing with a rude, violent person or
the less rude. In these cases, the best thing to do is to let them vent so that
then show our calmness and kindness by speaking slowly and in a gentle tone
Correct. They usually cause a certain contagion and will help us to maintain a conversation.
assertive.

These people are usually aware of their character and can end up
apologizing. If that moment comes we can see (in some cases) how it changes.
the chip and are especially prone to agreements. If we lower ourselves to their level
this becomes impossible since we will be feeding and justifying their attitude.

Shy interlocutor

When a person is especially reserved and communicates little and in a tone

Very low we can try to ask many specific and closed questions.
through which to obtain the desired information. Our explanations must
be sufficient but silence should not be interpreted as a need to
expand it or repeat it. Above all, it is necessary to convey security and confidence through a
close, simple speech and taking the initiative.

This can be confused with an indecisive person since not knowing how to act
it can express itself in a limited way. In this case, it is more normal for it to show its
confusion and insecurity that can cause us an uncomfortable feeling and

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frustrating. In any case, we can use the same technique as with the shy ones.
but adding an extra cup of patience.

Objective interlocutor

He/She is someone who knows what he/she wants and communicates with precise data through few.
but enough words. By using well-formulated questions we can reach the
information that we want and can take your turns calmly
word, giving appropriate answers to their questions and trying to explain
our stance on a problem.

How to define the characteristics of our interlocutor?

It is evident that not all people see things the same way.
Some things we like and others we don't. And we also experience different degrees.
of pleasure and displeasure. To make it even more difficult, we also changed our
opinions from time to time.

We are this way because we make decisions. Throughout the same day, from the morning
Until tonight, or even throughout our lives, we make thousands of decisions.
Big and small. People do not make these decisions based on
not only in logic or in facts but also in emotions. The
we experience together. Facts and feelings produce different
personal decisions.

We shouldn't pay so much attention to what people say. Listening to

The analytical form of the facts is just one part of reality. If we were to put our
attention mainly on how people express themselves, what they say would have
automatic form makes much more sense.

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Technique: Analytical sequence of probing

The analytical survey sequence focuses on the facts. The facts are so
important as the recognition of attitudes and listening to reach the
commitment and, above all, to cooperate in the resolution of any problem. The
The analysis of the facts provided by the sequence is as follows:

Identify the interlocutor: 'Find out who you are talking to.'
Explore through exploratory questions: "Take the initiative to
collect specific information
Show an open and positive attitude: "Do not convey a defensive attitude and
encourage the person to express themselves
•Active listening: "Show interest in what they say and how they say it"
Practice empathy: "Make the person aware that you understand how they feel"
Rekindle the conversation: 'Gather all the necessary information to
investigate the situation
Shorten the conversation: 'Exercise control over the conversation'
Confirm the collected data

Remember

Pay attention to the non-verbal signs of your

interlocutor.

Famous quotes

The important thing is not to listen to what is said, but to

find out what is thought.

JUAN DONOSO CORTÉS

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A conversation is a dialogue, not a

monologue.

TRUMAN CAPOTE

Related links

[Link]

Unable to access the URL provided.

Resources

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B. BEHAVIORS

2. Adapt the message to the characteristics of the interlocutors.

Understanding how communication works and understanding what our own are
needs and skills to communicate, can help us understand each other and
to understand others. Therefore, the first step for effective communication is
to know oneself as a communicator. For this, there are two variables that we must
analyze ourselves: The impact and the influence.

By impact we mean 'the first impression or mark we leave on others

after getting to know each other.” This initial knowledge is generated based on the
information that we emit, both verbally and through our appearance or
our non-verbal communication (body posture, tone of voice, etc.).

This first impression will provide an idea of who we are, what we think, etc. If
It is true that sticking with a first impression can lead us to ideas
erroneous about each one, it is no less true that it is inevitable to receive stimuli
that compel us, as the people we are, to create this composition of our
interlocutor. As Oscar Wilde said, "we never have a second chance to
create a first impression”. Aside from the fact that later, and based on future
Through exchanges and mutual knowledge, we can refine the concept we have of
another, this first impression that generates certain thoughts is what we can
call impact.

On the other hand, influence is defined as 'the power, validity, or authority of

a person with another." It seems evident that the influence also has the
communication as a means to generate itself, and largely depends on the
ability to connect with our interlocutor.

What are attitudes?

In our comments, we always show positive or negative inclinations that

show our level of acceptance or support for what is expressed. This inclination is what
what we define as attitude.

Attitudes are situational. They change from person to person, from context to
context, and even in the same person it changes depending on the topic of
conversation. Attitudes can be recognized through actions and
comments that people show when making a decision. They are
attitudes of decision making. In order to adapt our message to our
we need to translate the observables into the attitudes they indicate.

It is important to recognize these attitudes in our interlocutor and in ourselves.

the same to be aware of our position. Next
Some factors that can help us recognize attitudes are presented:

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Attitude Verbal keys Non-verbal keys

Indifference I'm not interested, forget it Lack of attention

I don't care Low energy

What does it matter Scarce or nonexistent contact
ocular
Why worry?
Low tone of voice, sparse rhythm
It wouldn't work
Silence, lack of response

Concern It's too much work Slow movements

Things are going badly Gestures of tiredness, sighs

You always do this to me Droopy eyes

I can't Laziness in physical postures

Why me? Guttural sounds

Fear Better not even try it. Indecision, doubt

I fear that... Babbling

I'm not sure Evasive gaze

It's just that always... Little general attention

"Why take the risk?" Low tone of voice

Hostility It's nonsense Medium/high volume voice

That is a mistake Body stiffness

Do it as I tell you Interrupt

You are crazy Gaze between fixed and evasive

Surely not Pointing with the finger

Competitiveness Are you joking? Firm movements

I doubt it Energetic gestures

Prove it Direct look into the eyes

What for? Aggressiveness

How can you be so Interrupt / 'test' the other

are you sure?

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Neutral No hay problems, Relaxed aspect

apparently
Friendly gestures
I will take a look at it.
Open, clear gaze
Take your time
Movements between clearingsy
I hear you skinny

No pass nothing for a lack of desire to discuss

listen…

Reservation It sounds reasonable Good eye contact

It could be, let me think about it Sincere gestures

It seems we're on the right track with separated arms.

path
Slight nervousness, relaxation
One must ensure
Analysis expressions
I have to consult it.

Interest Tell me something more High energy

When could it be? Clear, focused attention

"And what would happen if...?" Sincere look

I like the idea Scant hurry to finish

Please keep telling me Quick movements

Enthusiasm It's really good Fixed, bright eyes

Imagine that... Energetic movements

Let's go for it High speed when speaking

I love it Smile

I'm going to convince them... Open hands

Trust I am sure Total attention

Absolutely Firm voice, convinced

Count on it High energy

Don't hesitate Excellent eye contact

Of course Self-control in gestures y

movements

Interpersonal alignment

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Alignment consists of truly 'connecting' with the other, making this explicit.
connection anywhere you are through the ability of empathy
detrangulation technique.

When attitudes are at the level of 'non-acceptance', people

they perceive reality in a very different way than when attitudes are of acceptance,
and the decisions they can make are directly related to those attitudes. Of
In this way, if what we pursue is to communicate effectively, we must be
able to align with each attitude as a prerequisite to any message.

Acting with empathy does not mean agreeing with the other. It does not imply letting go.
set aside one's own convictions and take on those of the other as if they were one's own. Moreover, one can
to be in complete disagreement with someone, without ceasing to be empathetic and
respect their position, accepting their own motivations as legitimate.

Attitude Strategy

Make your own confidence clear. Speak with conviction. Suggest and
Trust
present your vision.

Have fun, take a break. Let the other person speak, he will surely do it.
Enthusiasm
a proposal.

Interest Encourages the interlocutor to share their vision.

Talk about facts, how your ideas make sense and are realistic.
Reservation
Don't use grandiloquent words.

Speak calmly, explain a way to analyze the facts.

Neutral ask if he is willing to listen and don't be overly rush.
to finish.
It recognizes that there are many ways to make things appear. The challenge is
Competitiveness
find the right one to do what needs to be done in that
d
moment through a careful analysis of the facts.

Use listening and make understanding/empathy explicit:

Hostility I understand that... Focus attention through questions and not
you oppose their idea of 'stopping'.

Explain how your idea can help to 'avoid' something that you
Fear the interlocutor wants to avoid. Your goal is not to convincebut
maintain empathy and offer help gradually.

Recognize that what the client says "sounds like a problem." Then
Concern explain how your idea can be helpful when a person is
Generally concerned individuals seek help.

It is not logical to align oneself with indifference. Propose your ideas directly.
Indifference
vision to provoke some reaction from another emotional level.

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EFFECTIVE COMMUNICATION

Technique: Triangulation.

Making the other person feel understood often requires making them see
that we have understood both the facts that it tells us and the feelings that
prove.

A sincere and operative way to avoid unproductive reactions when the other
talking about negative feelings is keeping the conversation in terms of
objective facts, distancing the problem from the personal relationship that exists between the
two interlocutors

To achieve this, it is enough not to use the word "you" and keep the problem at bay.
treating it as "that." In doing so, we do not include people in the problem and
They will hardly feel attacked or misunderstood.

•Listen actively to position the interlocutor: 'Aha..., okay...'

Align with your emotions - 'I understand how you feel...'
Define the situation objectively - 'The situation is that...'
Propose a solution - 'The best way to...'

Remember

It is not always positive to tell our

interlocutor what are your feelings, since
it may feel resentful. Think about how you react
when someone tells you: 'don't get angry' or, 'don't
nervous stick

Famous quotes

In the world, there are no two identical opinions, like

There are also no two seeds or two hairs that are alike.
The most universal quality is diversity.

MICHEL DE MONTAIGNE

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EFFECTIVE COMMUNICATION

Attitudes are more important than the

aptitudes.

WINSTON CHURCHILL

Related links

[Link]
[Link]

The provided text is a URL, and no translation is available.

Resources

25
EFFECTIVE COMMUNICATION

B. BEHAVIORS

3. Clearly express the message.

Another fundamental element of communication is knowing how to express our ideas.

our emotions, our experiences, our perceptions about what happens to us
around.

When communicating, we must emphasize that our expression is:

Balanced and reflective.

Free from generalizations and prejudices.
Transparent and honest.
Open to criticism.
Based on trust.
Warm and committed.

For this, we must take into account the following aspects: to be clearly aware
of our objectives and anticipate possible emotional reactions in the other, expose
the messages in a direct, sincere, and timely manner, to be objective distinguishing between
the data and personal interpretations, avoiding judging or making as much as possible
negative comparisons.

Likewise, it is important to let our interlocutor speak by stimulating

feelings of security in him and always requesting feedback to confirm that he has
understood the message.

In this sense, there are four elements of our way of expressing that can
influence our interlocutors:

The content and the relationship

Non-verbal communication
The vocabulary
The communication style

Aspects of content and relational communication:

Communication involves a content aspect and a relational aspect. The

The relational aspect conditions the content aspect.

The content aspect is the rational level, and includes only objective data.
The emotional level is all the information we provide outside of the
objective data, which will be interpreted based on personal harmony.

In this regard, and in order to optimize our ability to express ourselves, we must focus on the
content aspect focusing on the observable data we want
transmit, and not let the emotional level distort the meaning of the message.

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EFFECTIVE COMMUNICATION

Non-verbal communication:

There is a fundamental aspect of communication that does not refer to meaning.

the words, but everything that does not have an explicit meaning but contributes
additional information, and specifically, within the emotional level. It is about the
Nonverbal Communication

Dimensions of non-verbal behavior.

Facial expression. Through facial expression we communicate the

degree of understanding, interest, involvement, etc., towards a person or
situation. It is an instant "sensor" of the changes that occur in the
development of the relationship.
The gaze. We use it to express emotions, affiliation, and desire, or well
aversion and desire for no relationship. Plays an important role in demonstrating to
another one that we are listening to and to perceive the non-verbal signals.
The posture, the way we sit, the way we walk. Besides reflecting our
emotional state also reveals attitudes towards oneself and others.
Hand gestures. After facial expression, they are one of the
most important dimensions of nonverbal behavior. With them
we emphasize verbal messages, they substitute for them in certain
situations and determine to a certain extent the emotional states.
The distance. With spatial proximity, we nuance the quality and type of
interaction that we want to establish.
•Physical contact. We use it to express cordiality or sympathy, love and
affection, fear and stress, aggression.
The vocal keys. Tone, volume, quality, speed, emphasis, pauses,
babbling... All of this affects the meaning of what we say and the reception
of the message.

The importance of vocabulary in communication:

Sometimes, in a communication process, the message can become distorted.

due to certain words that cause the interlocutor to interpret the message
in a different way than it has been issued.

When we communicate verbally, whether we use face-to-face communication

Just like written or telephone communication, we must carefully manage the language used.

That is why it is very important to choose the vocabulary to use appropriately and,
above all, prioritize positive vocabulary over negative.

The Positive Vocabulary basically focuses on the interlocutor and on the

interpretation that he can make of the message. Use clear words and
appropriate terminology.
The Negative Vocabulary, on the contrary, is one that is based on words
negative and aggressive, which focus the interlocutor's attention and make it so that the
context and the content of the message are set in the background.

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EFFECTIVE COMMUNICATION

The communication style:

The style in which you communicate is the calling card for your interlocutor.
through this style you can give the impression of insecurity, arrogance, or aggression.
or you can demonstrate sincerity, honesty, and firmness. According to the image you give to
Through 'your cover letter', this is how your interlocutor will react.

The mode and style of communication can be decisive factors for development
effective scenarios in our daily relationship with customers, and if this relationship
it happens in often conflicting or difficult scenarios, all the more important yet
It is the communication style we use to deal with them.

Compromising, challenging, conflictive, provocative situations that can

to affect and threaten our personal rights, our feelings and the
achievement of our professional goals.

Passive and Aggressive styles.

In many cases, it is considered that communication can only occur through

two only courses of action or two coping styles: passivity and
aggressiveness. Both styles have their own characteristics, both in behavior
verbal as in the non-verbal and are usually two sides of the same coin. That is,
a person who inhibits themselves in certain situations can, in others, let loose and with
exaggeration to his irritation.

Both types of reactions, seemingly so different, have in common a

crucial element: it is the situation that "commands" or guides behavior
the person in question. Both the passive and aggressive person feel without
control. In one case, the situation paralyzes him, in another case, the situation reaches
overflowing and losing control over him like the 'drop that overflows the glass of water'.

There is a different style of communication, a style that helps to accomplish and achieve.
interpersonal goals without having to sacrifice relationships. This style is
assertive

What is Assertiveness?

It is the direct expression of one's own feelings, needs, and legitimate rights.
and opinions, without threatening or punishing others and without denying the rights of the
another definition is to have the courage to assert oneself and strengthen oneself in life
professional as personal.

The need to gain the approval of others is something so deeply

rooted in the human soul that many times we behave in a way
inadequate due to fear of losing that approval, thus inhibiting our assertiveness or
developing inappropriate behaviors.

Assertiveness is a midpoint on a continuum that ranges from passivity to

aggressiveness.

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EFFECTIVE COMMUNICATION

Assertive Behavior

1.- Verbal Behavior

Firm and direct: 'I wish', 'I think that'

2.- Nonverbal Behavior

Open and frank social expression of the body.

Relaxed posture.
Absence of muscle tension.
Facial movements and pauses.
Head up and eye contact.
Body and head movements oriented towards each other.
Firm tone of voice.
Adequate interpersonal space.

3.-Other Characteristics

Protect your rights and respect those of others.

Achieve your goals without offending others.
He feels satisfied with himself.
Choose for yourself.
Clearly establish what you want.
Provide an explanation when possible.

Unlike the other styles, the assertive style is guided by objectives.

that the probability of achieving them is greater than with the others, and when that is not
possibly, the person feels better for having been able to express at least their
opinions.

Orienting oneself by objectives also means changing objectives or delaying them if the
the situation so requires.

Although the assertive style does not always result in the absence of conflict
interpersonal, as it would be impossible, significantly minimizes their
consequences.

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EFFECTIVE COMMUNICATION

Technique: Self-affirmation

There is a special way to say how one personally responds to a

situation, which could be very useful for communicating assertively. It is a formula
called self-affirmation and generally requires a lot of practice until it
convert it into the normal way one expresses themselves.

An affirming statement tells the other person what you think without blaming them or
demanding that he/she change. An auto-affirmative phrase has the following structure:

Describe the subject: 'When one arrives late to meetings...'

Acknowledge how you feel: 'We need to repeat what was discussed until then...'
Specify what you would like to change: 'I would prefer that everyone
we participated from the beginning...
Reaffirms the value that the proposed change will have: "In this way, everyone...
we will contribute with our ideas...

We must bear in mind that with a self-affirmation our goal is to clarify,

so the self-affirming statement will not be a courteous, gentle, or kind expression, nor
neither an offense. Self-affirmation is an opening to conversation, not the
resolution; it is an opening to sincere communication in order to improve the
relationships instead of damaging them. These sentences are said to communicate how we
feel one and what it needs. The key is to say them so often that they become
natural.

Remember

It is a thousand times easier not to say what we think

in a moment of anger, we regret
afterward.

Famous quotes

My way of joking is to tell the truth. It is the

the funniest joke.

WOODY ALLEN

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EFFECTIVE COMMUNICATION

In matters of vital importance, style, and not the

Sincerity is what is truly vital.

OSCAR WILDE

Related links

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The provided text is a URL and does not contain translatable content.

Resources

31
EFFECTIVE COMMUNICATION

B. BEHAVIORS

4. Get feedback on the communication.

One of the essential behaviors to practice communication

Effective is the fact of obtaining feedback from her. For this, we need to survey the
situation. Surveying aims to understand the person's point of view with the
that we talk about, knowing their attitude, the emotions that affect their
behaviors, what they truly think and, in general, all those
circumstances that will influence the perception of the message received and in the
formulation of the message that is emitted.

To understand the importance of probing, of knowing the attitude of my interlocutor,

your stance on any proposal from my side must be accepted that people
we only commit when, at least, our rights are respected and taken into account
point of view.

The surveying process requires or relies on two basic skills; the skill
to actively listen and in a technique; the sequence
survey analytics.

Asking is a fundamental skill in any communication process. To the

It's time to try to understand the attitude of my interlocutor, its importance multiplies.
It allows the sender to formulate the appropriate questions for the objective being pursued.
in every moment.

Active listening involves intentionally focusing all attention on the

interlocutor to truly understand what is being said. In this way,
achieves a greater degree of perception of the message and meta-message (factors
unconscious factors that accompany the message that provide significant information
coming from the interlocutor.

The analytical sequencing of probing is the technique that combines the previous skills.
in a defined model of action that provides a method to delve into
the definition of the interlocutor and the circumstances that affect him.

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EFFECTIVE COMMUNICATION

Types of questions

The first distinction of types of questions is the one that exists between closed questions.
and open questions.

Closed questions are formulated in such a way that they can be answered with a
"yes" or "no". They do not provide much information, but they are very useful for
check information or confirm that it has been understood well.

Open questions are formulated seeking a breadth of response, and their purpose
the last is to have reliable and useful information about the interlocutor, to show interest
real for the circumstances, particularities, and needs of the other and open new
themes and paths. The open questions start with how, when, who, what,
where, how much, which...

Neutral questions aim to 'get to the truth'. Through them,

Try to make it easy for the other to say what they want to say, and for us to understand.
exactly what it says. The basic example of a neutral question is: 'What is it that'
Do you want?

The norm in this type of questions is not to manipulate, not to suggest the answer that
we search. Especially at the moment of the survey, in which what we want is
obtain information about the interlocutor's attitude.

On the contrary, through the influence questions, we try to get that the
the interlocutor responds what we want them to respond, guiding them down a path
predetermined and reducing your options. The classic example is: "You want
this, right?

•Framing: It is a type of question that aims to influence starting from the

difficulty posed by expressing an opinion contrary to the one presented: 'The
The majority of our clients prefer this option. What do you prefer?
Negative questions: They are posed negatively to exclude or reduce the
possibility of contradiction: "Wouldn't I agree on...?" or "Isn't it true
what would she prefer...?
Statements used as questions: They are statements followed by
silences, in which the absence of response is considered a confirmation.
For example: "It is to be assumed that you contracted said insurance..."
•Provide the answer: It is used when the person asking the question wants to obtain
a determined response or has found out the information beforehand and
he wants to seem well-informed: 'What interests you the most? To carry out
A transfer?

Influence questions lose effectiveness when asked too frequently.

each other, so we must carry them out with caution, without the interlocutor
they perceive them as aggressive or inappropriate.

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EFFECTIVE COMMUNICATION

OPEN CLOSED

They start with WHY, They start with a

HOW, WHEN, verb
WHO They help us to
They encourage the interlocutor to confirm
to provide information information

GET
INFORMATION:
Problems/difficulties
ultades.
to ensure
NEUTRAL Needs.
POINTS OF
Motivations.
They allow to know AGREEMENT:
Situation.
how is the positioned Clarify
Likes/preferences
interlocutor in form concepts.
natural in relation to a topic hi. Agreements
Conditioning factors
partials.
that we Closure.
affect.
○Dimension
issues
relevant.

OF INFLUENCE to influence
CHANGE ATTITUDE:
OUR
They include a Make think.
INTERLOCUTOR:
implicit statement Change from
Intensify
in the question theme.
problems.
Influence in the
They condition the
Demonstrate
response.
response of knowledge
Reassess
Interlocutor o.
objections / To demonstrate
doubts...
interest.

Active listening

Listening well, that is, with understanding and care, is one of the
most treasured and hard-to-find behaviors. Through this skill
we become aware of what the other person is saying and of what they are
trying to communicate.

Through active listening, we 'give information' to our interlocutor that

we are receiving what you tell us. It implies being psychologically available and
attention to the messages of the other. This is an important component since many
people seem to listen but are actually distracted, or are ahead
to see what they are going to say, etc.

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EFFECTIVE COMMUNICATION

How to listen actively?

With psychological disposition:

Making the world a blank slate while we are listening: the
The only thing that exists at that moment is our interlocutor.
Thinking that we can conduct ourselves better the more information we have.
let's have.
•Observing the other to:
Identify the content of your verbal expressions.
Identify your feelings.
Identify the moment you want us to speak and finish with it.
listening role.
With gestures and with the body:
Assuming an active stance.
Maintaining eye contact.
Adopting an attentive facial expression.
Adopting non-verbal incentives.
Taking notes, if applicable.
Using an appropriate tone and volume of voice.
○Adopting verbal incentives, 'I see', 'uh-huh', etc.
Rephrasing or using summary expressions.
•Avoiding doing some things:
Do not interrupt the speaker.
Do not judge.
Do not offer premature help or solutions.
Do not dismiss what the other person is feeling.
○Avoid the 'expert syndrome': when they are speaking to you, you already have
the answer, even before it is halfway through its presentation.

Skills to develop for active listening.

We will see below some of the basic skills necessary for

develop the skill of active listening. These skills, which require a great
dose of practice, patience, and effort. By developing them, we will be developing,
little by little, the habit of effective communication.

a) Paraphrase.

Paraphrasing achieves two effects: providing calm and clarifying. It consists of repeating.
all or part of the message from the interlocutor in our own words. To
we assure the interlocutor that their ideas are being heard, and we
we provide the possibility to know how your ideas are being 'heard' by another
person. It is especially useful to be worried or confused, as we help you to
clarify their ideas or their feelings.

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EFFECTIVE COMMUNICATION

b) Make talk.

"Making talk" is a way to encourage people to take the next step to

clarify and redefine your ideas. It is especially useful in two circumstances:

When the interlocutor has difficulties explaining something clearly.

When the speaker thinks it is clear, but in reality their thought
it is vague or confusing for the listener.

To decide whether to make him speak, we must ask ourselves the question: 'Do I think that
I understand the essence of what you are trying to tell me? If the answer is 'no',
we should encourage him to keep talking.

a) Reflect.

The skill of reflecting is based on the 'mirror' technique, which is used to capture
the exact words of whom talk. To do this, we do something similar to
paraphrase, but repeating exactly the same words that he has said
emitter. Some people need this level of precision in order to
feel that they are being excessively harsh.

It is a very useful skill to use because it helps us to maintain as much as possible the
objectivity and neutrality. With the 'mirror' we ignite a slow discussion.

b) Provide space.

"Providing space" means sending a person who finds it hard to speak,

If you don't want to talk now, don't worry. But if you'd like to, you
I offer the possibility.” Some people are afraid to expose their ideas because
friends are perceived as aggressive or competitive. In other cases, it can
be shy. Some other people, because they prejudge that their ideas are not good
or lack interest for others.

c) f. Intentional silence.

It consists of a pause of a few seconds, to give the sender some extra time and
calmness, to discover what exactly it wants to tell us. Some
people need this momentary silence, because they struggle to find the
appropriate words to express their feelings or their ideas, or because they want
organize your thoughts better before conveying them.

36
EFFECTIVE COMMUNICATION

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EFFECTIVE COMMUNICATION

Technique: Relaunch.

Relaunching is an effective communication technique that serves to encourage the

conversation. With the use of this technique, we manage to keep the interlocutor going.
talking and providing us valuable information. It consists of inviting directly to the
interlocutor to continue speaking or to revisit an idea. There are several methods, to
The following shows three of them.

•Confirm impersonally: 'Yes..., agreed..., etc.'

Answer the interlocutor's question with another question. "Do you want a
more detailed explanation.
Picking up the last word and pronouncing it in an almost interrogative way.
Investment? Benefits?

Remember

Every question must have a purpose.

Famous quotes

The important thing is not to stop asking questions.

ALBERT EINSTEIN

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EFFECTIVE COMMUNICATION

To know how to speak, one must know how to listen.

Plutarch

Related links

[Link]

[Link]
active-difference-between-hearing-and-listening/

Resources

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EFFECTIVE COMMUNICATION

FINAL TEST

40