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COMMUNICATION SKILLS
COMMUNICATION
PROCESS OF CONVEYING A MESSAGE, THOUGHT, OR IDEA SO IT IS ACCURATELY RECEIVED AND UNDERSTOOD.
Primary skills needed at Work– Listening– Writing– Reading– Speaking
EFFECTIVE COMMUNICATION
WHEN THE MESSAGE RECEIVED IS THE SAME AS THE MESSAGE SENT
Ineffective communications occur more often than you might guess.
To check for effective communication always wait for feedback from the receiver.
COMMUNICATION PROCESS
Sender’s Environment Receiver’s Environment
Sender Receiver
Noise Noise Noise NoiseNoise Noise Noise Noise
Encodes
Decodes
Message
Message Encodes
Decodes
COMMUNICATION PROCESS
SENDER – the person who starts the communication and has an image of what he/she wants to communicate
ENCODER- the sender’s mind which forms a mental image of the message being sent
MESSAGE – something that is understood by the senses (usually spoken, written, or printed)
CHANNELS – how the message is delivered (by voice, image, printed)
COMMUNICATION PROCESS
RECEIVER – the person who gets the message
DECODER – the receiver’s mind, which forms a mental image of the message received
FEEDBACK – a clue that reveals what message was received
NOISE – anything that interferes or interrupts the message
TYPES OF NOISE IN COMMUNICATION
MECHANICAL NOISE– What are different mechanical noise that you know?
PSYCHOLOGICAL NOISE– What are different psychological noise that you
know?
LISTENING SKILLS
HEARING – RECOGNIZING SOUND
LISTENING – UNDERSTANDING WHAT YOU HEAR
WHY DON’T WE LISTEN WELL?
INTERRUPTIONS ASSUME WHAT IS GOING TO BE SAID DISAGREE WITH SENDER THINKING OF SOMETHING TO SAY/OR
ABOUT SOMETHING ELSE NOT HEARING WHAT IS SAID DISTRACTED DON’T UNDERSTAND
LISTENING SKILLS: To be a good listener
Concentrate on what is being said Don’t become distracted Don’t interrupt the speaker, unless you don’t
understand Ask for explanations when you don’t
understand Provide feedback before responding, by
rephrasing what you heard
SPEAKING SKILLS
SPEAK CLEARLY AND DISTINCTLY – avoid running words together. Example – whydoncha for Why Don’t You.
SPEAK TO THE LISTENER – establish eye contact, and use words they understand
SPEAK WITH A FRIENDLY AND COURTEOUS TONE – phrase things in a positive way, avoid arguing and complaining
SPEAKING SKILLS
USE STANDARD ENGLISH – Example: Bob came here yesterday. Vs. Bob yesterday here
TALK “WITH” THE LISTENER NOT “TO” THE LISTENER – keep message short and understandable, give the listener chance to provide feedback
NONVERBAL COMMUNICATION
ANY MESSAGE THAT DOES NOT USE WRITTEN OR SPOKEN WORDS– BODY LANGUAGE– FACIAL EXPRESSIONS– GESTURES– HAND SHAKES
TALKING ON THE PHONE
ALWAYS ANSWER BEFORE THE 3 (THIRD) RING
ANSWER WITH A FRIENDLY VOICE: state company name, your department, and your own name
HOLD PHONE ABOUT 1 INCH FROM LIPS DON’T EAT, DRINK, OR CHEW GUM
TAKING A PHONE MESSAGE
Date Time of Call Name of the caller – ask how to spell if don’t
know Name of person message is for The message itself Number to call back
TAKING A PHONE MESSAGE
After taking message read back to caller
End the conversation pleasantly Give the person the message
right away
SPEAKING TO A GROUP
PREPARING YOUR SPEECH – outline the main thoughts, limit yourself to 5 or less, organize in logical order
GIVING YOUR SPEECH – tell them what you plan to tell them, tell them, and then tell them what you told them
BEFORE GIVING YOUR SPEECH ALWAYS PRACTICE, PRACTICE, PRACTICE!!!!!!!!!
READING AND COMPREHENSION SKILLS
COMPREHENSION – ability to understand the material Read with a purpose – know why you are reading and
what you are expected to learn Look over the material – Skim readings and read what
is important Try to read for meaning – Concentrate on what you are
reading Improve your vocabulary – use dictionary to learn
words you don’t know
WRITING AND KEYBOARDING SKILLS
THE MOST IMPORTANT JOB SKILL TO AN EMPLOYER.
WHY?– BECAUSE FEW PEOPLE POSSESS THIS SKILL
WRITING SKILLS – composing written or printed communications in clear logical manner
KEYBOARDING – allows you to type letters, memo’s, and other business communication that is the main form of communication in a business.
TYPES OF BUSINESS COMMUNICATIONS USING KEYBOARDING
Business LettersMemo’sReport’s
COMMUNICATION TECHNOLOGY
COMPUTERS - VOICE MAIL – CELLULAR PHONES – WALKIE-TALKIES – HEADSETS TELECONFERENCING AND VIDEO
CONFERENCING -
INFORMAL COMMUNICATION CHANNELS
COMMUTING – when you carpool you will often find out information about your job that you wouldn’t find at work
SHIFT CHANGES – you will find out what the person that was working before you finished or didn’t finish and what you need to do.
WORK BREAKS – talking at the water cooler, can be good or bad, don’t let it be bad.
ASSIGNMENT
I will divide you into groups and you will read through the role-play and tomorrow you will be given 10 minutes to prepare and then we will do our role-plays.
