Description of Communication Skills

GXEX1406Thinking and Communication Skills

GXEX1406 Thinking and Communication Skills – Week 1 Description of Communication Skills 2

What is Communication?

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What is Communication? When you explain an idea to someone, you

are trying to share the idea. If your communication is successful, then both

you and the other person have a common understanding about that idea.

If the communication is unsuccessful, then you may have a misunderstanding that can affect your working relationship and your business.

In essence the real communication that occurs is not merely the words spoken or written by you, but also what another person understands about the words or actions you have used.

What is Communication? (cont…)

Transmission of a messages from one person to another

Transfer of meaning between and among people

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The importance of Communication Skills to You Because communication is so important in business,

businesses want and need people with good communication skills.

The recruiters ranked four communication skills (writing, speaking, listening, and interpersonal communicating) in the top criteria for selecting employees.

Unfortunately, business’s need for employees with good communication skills is all too often not fulfilled.

By improving your communication ability, you improve your chances for success.

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Activity 1

We spend a lot of our time communication everywhere. We do this in many ways. Complete the following table by considering your communication at ____________ over the last two days.

Who did I communicate with?

Why did I need/want to communicate

How did I communicate?

Objectives of Communication

To enquire To inform To persuade To entertain

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Factors involved in the communication process:

Perception: ‘we know that we exist because we perceive’ Sender: formulates the message; ensure credibility Message: what is communicated; can vary in complexity;

simple & complex Channel: nonverbal, oral, written and electronic methods Audience: its size, familiarity with the content, attitudes

towards subject Transfer of meaning: goal of all communication activity;

meaning transferred may be different from the intended meaning of the sender

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Feedback: indicates the transfer of meaning in the message; weather an accurate conception of the original message was made; evaluate the effectiveness of the message sent.

Noise: refers to any interference with the clear transfer of meaning; e.g. acoustics, sound system, disturbances.

Factors involved in the communication process (cont…):

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Factors involved in the communication process (cont…):

SenderInfluenced by:•Feeling•Attitudes•Values•Experiences•Culture•Self-esteem

ReceiverInfluenced by:•Feelings•Attitudes•Values•Experiences•Culture•Self-esteem

Message

Interference

Feedback

Channel e.g. verbal, written, non-verbal, electronic

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Communication in IT industry

Explain technical information Understand and implement policies Answer the telephone Respond to enquiries from clients and colleagues Negotiate solutions to hardware and software problems, service

agreements, supply issues, etc. Implement ethical work practices and procedures. Represent yourself, your team and your organization to clients. Educate others about new technology.

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Activity 2

Think of someone you know personally who you believe is a good communicator.

a. What skills do they have that make them a good communicator?

b. Share your ideas in a small group and produce a list of communication skills.

c. Compare your responses with the list in the text (next slide). Can you add anything more?

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Skills of a Good Communicator Speaks and writes clearly Listens actively to other people Shows that they understand the other person’s ideas by giving

feedback Looks at the other person when speaking or listening Gives the other person time to say what they want to say Shows respect for the views of others Asks questions to show interest and makes sure they understand

the other person Uses appropriate non-verbal behavior such as gestures and

facial expressions Does not interrupt or speak over the top of the other person.

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Activity 3

Prepare in 10 minutes about ________ and do a short presentation (not more than 1 minute) in front of the class.

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Activity 3 (cont…)

By not pointing to anybody, think and list of bad communication habits (presenter and listener).

Share with the group and list of communication habits within yourself that you want to get rid of.

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Activity 4

Complete the following table by adding those skills you think necessary to convey your meaning accurately when communicating.

Sender Receiver