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;

AttentionComprehension

Feedback; is the sender’s way of determining the

effectiveness of his/her message

Feedback includes

verbal nonverbal

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

EC=SI+IO-DF

A FORMULA OF EFFECTIVE COMMUNICATION

SELF-INTEREST

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

INTEREST of OTHERS

BAŞAKAKINCI

DISTURBING FACTORS

1)Differences in perception2)Incorrect filtering3)Language problems4)Poor listening5)Differing backgrounds

our mind absorbsour experiences in a unique

and personal way

DIFFERENCES in PERCEPTION

Selective Perception

DIFFERENCES in PERCEPTION(cont’)

Perceptions are influenced by

PhysicalElements

EnvironmentalElements

LearnedElements

DIFFERENCES in PERCEPTION(cont’)

Example: see physically & interpret culturally

RED in U.S.A RED in China stop

angerexcitement

in debt

Good fortune

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

Eliminate intermediaries as

possible

condense message information to bare essentials

LANGUAGE PROBLEMS

Sources of language problems

Choosing words

according to culture

&subcultureDifferent

interpretation ways of words

Different meanings of a word

LANGUAGE PROBLEMS(cont’)

To overcome

Use the most specific and

accurate words Select

understandable words

Use language that describes rather than

evaluates

POOR LISTENING

Occurs when people are forced listen to info

difficult to understand

little direct bearing on their lives.

To overcome

Paraphrase what they have

understood

Try to view the situation through the eyes of

other speakers

Listen without

interrupting

POOR LISTENING(cont’)

To overcome

Avoid project your background

onto ohers’

Clarify your own and understand background

of others

Avoid using stereotypes and

being prejudiced

DIFFERING BACKGROUND

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 your feedback.

NACİYE SEYREK

EFFECTIVE RESPONSES

1)Understanding2)Clarification3)Self-disclosure

4)Questioning5)Info. Giving6)Reassurance7)Analytical8)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

Open Questions

Closed Questions

5) INFORMATION GIVING

involves relating facts in an objective manner

without judgement or evaluation.

useful in giving

Positive Feedback

Negative Feedback

6) REASSURANCE

Reduce anxiety

Diffuse intense feelings

Express confidence

Analyze,explain or interpret

NOT reassurancereassurance+ thougts,feelings,values

7) ANALYTICAL

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

Blameyourself

Blame himself

Sense your own needs& feelings

Sense others’needs

& feelings