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Effective CommunicationsEffective CommunicationsAt WorkAt Work
Yagika MadanYagika Madan
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Communication is not a mysteriousCommunication is not a mysterious
process.process.
It takes place when the ideas from yourIt takes place when the ideas from your
mind are transferred to anothers andmind are transferred to anothers andarrive intact, complete, and coherentarrive intact, complete, and coherent
Make Presentations with Confidence,Make Presentations with Confidence,
BarronsBarrons
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FACTOIDFACTOID
The averageemployeereceivesThe averageemployeereceives
about 190 communications a day byabout 190 communications a day by
paper, voicemail,email,phone,etc.paper, voicemail,email,phone,etc.
from a Pitneyfrom a Pitney--Bowes surveyBowes survey
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TYPES OFTYPES OF
COMMUNICATIONCOMMUNICATION
FACEFACE--TOTO--FACEFACE
MEETINGSMEETINGS
WRITTENWRITTEN
ELECTRONICELECTRONIC
(EMAIL)(EMAIL)
TELEPHONETELEPHONE(VOICEMAIL)(VOICEMAIL)
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FACEFACE--TOTO--FACEFACE
MostpeoplepreferMostpeopleprefer
to get informationto get informationfaceface--toto--face,face,
especiallyfromespeciallyfrom
theirimmediatetheirimmediate
supervisorsupervisor
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The BenefitsThe Benefits (face(face--toto--face)face)
OpenstwoOpenstwo--waycommunicationwaycommunication
AllowsforimmediateresponsetoAllowsforimmediateresponseto
questions,misinterpretations,feedback,questions,misinterpretations,feedback,
etc.etc.
Takes advantageofvoice and bodyTakes advantageofvoice and body
languagelanguage
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The Challenges (The Challenges (faceface--toto--faceface))
Use inUse in--person communication when youperson communication when you
havetoshare information thatwill affecthavetoshare information thatwill affect
the audiencethe audience
Useforperformanceevaluations andUseforperformanceevaluations andfeedbackfeedback
Usewhen the information beingUsewhen the information being
communicated needs immediate attentioncommunicated needs immediate attention
Beprepared to answerquestions directlyBeprepared to answerquestions directlyand immediatelyand immediately
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The Dos and Donts (faceThe Dos and Donts (face--toto--face)face)
DODO ---- givepeopleyourundividedgivepeopleyourundivided
attentionattention ---- listen,reallylisten, givefulllisten,reallylisten, givefull
attentionattention
DODO ---- givepeoplehonest, direct andgivepeoplehonest, direct and
comprehensive informationcomprehensive information
DODO ---- treatpeoples ideas and concernstreatpeoples ideas and concerns
ascritical and seriousascritical and serious-- EMPOWEREMPOWERTHEMTHEM
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FaceFace--toto--FaceFace cont..cont..
DONTDONT ---- tell people what, tell themtell people what, tell them
why, how, and the larger picturewhy, how, and the larger picture
DONTDONT ---- make the conversation onemake the conversation one--way. Invite responsesway. Invite responses ---- discuss anddiscuss and
debatedebate
DONTDONT ---- answer the phone or take aanswer the phone or take a
call when someone is in your officecall when someone is in your office
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FaceFace--toto--FaceFace cont...cont...
DONTDONT---- waittoolong to ask for(ortowaittoolong to ask for(orto
give)feedback, gather informationgive)feedback, gather information
immediatelyimmediately
DONTDONT---- hold back bad news.Treatpeoplehold back bad news.Treatpeople
as intelligent adults,theywanttoheartheas intelligent adults,theywanttohearthe
truthtruth
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Communication is not overCommunication is not overwhen you finish deliveringwhen you finish delivering
your messageyour message
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Types ofM
eetingsTypes ofM
eetings Executive BriefingExecutive Briefing InformationalInformational
Meeting with aMeeting with a
Sponsor (e.g. SiteSponsor (e.g. SiteVisit)Visit)
StaffMeetingStaffMeeting
TeamTeam--buildingbuilding
InformalInformal Others...Others...
Lets Meet
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Why Meet?Why Meet?
The primary reason for meetings are toThe primary reason for meetings are to
share or brainstorm information or toshare or brainstorm information or to
develop action steps towarddevelop action steps toward
accomplishing a goalaccomplishing a goal
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Making
Meetings Work
Making
Meetings Work
1. Make an agenda and stick to it. Send it1. Make an agenda and stick to it. Send it
out beforethemeeting, ifpossibleout beforethemeeting, ifpossible
2. Beclearaboutthereasonsforand goals2. Beclearaboutthereasonsforand goals
ofthemeetingofthemeeting
3. Have a facilitator3. Have a facilitator---- eithera professionaleithera professional
orask someone atthemeeting tosteporask someone atthemeeting tostep
intothisroleintothisrole
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Making Meetings Work cont.Making Meetings Work cont.
4. Watchthetime4. Watchthetime---- do notoverrundo notoverrun ---- keepkeep
the agenda flowingthe agenda flowing
5. Add humor, allowforlaughter,havefun5. Add humor, allowforlaughter,havefun ----itmakesfora muchmoreproductiveitmakesfora muchmoreproductive
meetingmeeting
6. Allowforconflict but dealwith it6. Allowforconflict but dealwith it
immediatelyimmediately
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The only thing worse than a bad meetingThe only thing worse than a bad meeting
is a great presentation that could haveis a great presentation that could havebeen sent as a memobeen sent as a memo
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WRITTEN COMMUNICATIONWRITTEN COMMUNICATION
MEMOSMEMOS
REPORTSREPORTS
BULLETINSBULLETINS LETTERSLETTERS
NEWSLETTERSNEWSLETTERS
HANDWRITTENHANDWRITTEN
NOTESNOTES
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The Benefits (written)The Benefits (written) Creates a permanentrecordCreates a permanentrecord
Allowsyoutostore information forfutureAllowsyoutostore information forfuture
referencereference
Easily distributedEasily distributed
AllrecipientsreceivethesameAllrecipientsreceivethesame
informationinformation
Necessaryforlegal and bindingNecessaryforlegal and bindingdocumentationdocumentation
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The Challenges (written)The Challenges (written)
MayseemextremelyformalMayseemextremelyformal ---- useuse
handwritten noteswhen it isto behandwritten noteswhen it isto be
personalizedpersonalized Must bewellwritten,straightforward andMust bewellwritten,straightforward and
conciseconcise
Written communications areusually notWritten communications areusually not
read right awayread right away
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DOs and DONTs (written)DOs and DONTs (written) DODO ---- realize it is notread assoon as it isrealize it is notread assoon as it is
receivedreceived
DODO ---- makesurethatthere isenoughtimemakesurethatthere isenoughtime
toprepare and send, and fortherecipienttoprepare and send, and fortherecipienttoreceive and digesttoreceive and digest
DODO ---- assesswriting skills, ifpoorassesswriting skills, ifpoor---- getget
helphelp
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Dos and Donts (written) cont...Dos and Donts (written) cont...
DODO ---- outline keypoints beforeoutline keypoints before
producing a draftproducing a draft
DODO ---- always draft a written piece andalways draft a written piece and
then reduce allunnecessarylanguagethen reduce allunnecessarylanguage----be briefbe brief
DODO ---- proofproof--read verycarefully beforeread verycarefully before
any document is distributedany document is distributed
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Dos and
Donts (written)
Dos and
Donts (written) cont...cont...
DONTDONT---- usethisformofcommunicationusethisformofcommunication
ifwriting isfulloferrorsifwriting isfulloferrors---- thisreflectsthisreflects
poorlyon thewriterpoorlyon thewriter
DONTDONT---- use ifcommunication istimeuse ifcommunication istime
sensitive. If immediatefeedback issensitive. If immediatefeedback is
necessarynecessary---- useemailuseemail
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Is it clear? Have you hit your target?Is it clear? Have you hit your target?
In writtenIn written
communication mostcommunication most
confusion &confusion &
frustration arecausedfrustration arecausedbyfailing to bebyfailing to be
specific ..specific ..
Make itclear, briefandMake itclear, briefandconcise..concise..
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THE PROBLEMTHE PROBLEM
WITH COMMUNICATIONWITH COMMUNICATION
IS the illusion that it has beenIS the illusion that it has been
accomplishedaccomplished
George Bernard ShawGeorge Bernard Shaw
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EMAILEMAIL
Email is nowtheEmail is nowthe
dominantmethoddominantmethod
ofcommunicatingofcommunicating
in business. It isin business. It isquick, inexpensive,quick, inexpensive,
flexible andflexible and
convenientconvenient
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But it could be a timeBut it could be a time--bombbomb
USE WITH CARE.
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The BenefitsThe Benefits (email)(email) Can besent and received anytimeCan besent and received anytime
Verytimeeffective,can besent andVerytimeeffective,can besent and
received within secondsreceived within seconds
CosteffectiveCosteffective---- nopaper, nostamps, nonopaper, nostamps, no
costscosts---- yet(?)yet(?)
Allowsfordirect accesstoothersAllowsfordirect accesstoothers Messagescan besaved and storedMessagescan besaved and stored
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The ChallengesThe Challenges (email)(email) Not everyone has an email account orNot everyone has an email account or
access to email at all timesaccess to email at all times
Email etiquetteEmail etiquette ---- no standardsno standards ---- peoplepeople
make up own styles, can be verymake up own styles, can be veryconfusingconfusing
Email is not confidentialEmail is not confidential ---- emails canemails can
be obtained from central network even ifbe obtained from central network even ifdeleted from personal computersdeleted from personal computers
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The ChallengesThe Challenges (email)(email)cont...cont...
Email istoooften used to distributeEmail istoooften used to distribute
inappropriatematerial,such asracialinappropriatematerial,such asracial
and genderjokesand genderjokes
Email istoooften used to avoidEmail istoooften used to avoid
confrontation and can beeasilyconfrontation and can beeasily
misinterpretedmisinterpreted
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The ChallengesThe Challenges (email)(email)cont...cont...
Email isoften sentoutwithoutreEmail isoften sentoutwithoutre--reading,reading,
proofproof--reading and otherstandards appliedreading and otherstandards applied
towritten communications. Wepressthetowritten communications. Wepressthe
send button toosoonsend button toosoon
Emailscan beforwarded and senttoEmailscan beforwarded and sentto
otherswithoutthe authors approvalorotherswithoutthe authors approvalorknowledgeknowledge
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The ChallengesThe Challenges (email)(email) cont...cont...
Emails areoften casual and informalEmails areoften casual and informal----
thiscan create a potentialhazardthiscan create a potentialhazard
Sendersoften assumethatemail isreadSendersoften assumethatemail isread
immediatelywhichcan createproblemsimmediatelywhichcan createproblems
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Dos and
Donts
Dos and
Donts (email)(email)
DODO ---- always begin youremailwith aalways begin youremailwith a
salutation and thepersons namesalutation and thepersons name---- a datea date
is a good idea aswellis a good idea aswell
DODO ---- alwaysclosetheemailwith a closingalwaysclosetheemailwith a closingsentence and yournamesentence and yourname
DODO ---- in thesubjectlinewrite a briefandin thesubjectlinewrite a briefand
clearreferencetoyourtopicclearreferencetoyourtopic
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Dos and DontsDos and Donts (email)(email) cont...cont...
DODO ---- considertheorderoftherecipientsconsidertheorderoftherecipients--
-- besensitivetoorganizationalhierarchybesensitivetoorganizationalhierarchy
DODO ---- limitthe numberofattachmentslimitthe numberofattachments
DODO ---- considerthepurposeoftheemailconsiderthepurposeoftheemail----
why is it being written in thefirstplace?why is it being written in thefirstplace?
DODO ---- consideralternativesconsideralternatives---- phone, voicephone, voice
mail, note,etc.can bemore appropriatemail, note,etc.can bemore appropriate
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Dos and DontsDos and Donts (email)(email) cont...cont...
DONTDONT ---- Send the entire email whenSend the entire email whenreplying. Only send the part that isreplying. Only send the part that isessentialessential
DONTDONT ---- Be too bluntBe too blunt ---- email is theemail is thecoldest form of communications. Watchcoldest form of communications. Watchthe tone. Be friendly but politethe tone. Be friendly but polite
DONT
DONT ---- Write an email longer than twoWrite an email longer than twoscreensscreens ---- it probably wont be readit probably wont be read
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Dos and DontsDos and Donts (email)(email) cont...cont...
DONTDONT---- use CAPS foremphasis in theuse CAPS foremphasis in the
bodyoftheemail. Itlooks and soundsbodyoftheemail. Itlooks and sounds
angryangry
DONTDONT---- use an automaticsignaturewithuse an automaticsignaturewitheveryemail. Useonly in your initialemail,everyemail. Useonly in your initialemail,
notwhen replying to a messagenotwhen replying to a message
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The biggest difference in theThe biggest difference in the
quality of your emailquality of your email
messages is made by youmessages is made by you
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Telephone and VoicemailTelephone and Voicemail
MostemployeesMostemployees
have accessto ahave accessto a
phone (andphone (andvoicemail)voicemail)
Using a telephoneUsing a telephone
can becan be
spontaneous andspontaneous andoften friendlyoften friendly
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ChallengesChallenges (telephone/voicemail)(telephone/voicemail)
Too spontaneous, might not be ready toToo spontaneous, might not be ready to
have a conversationhave a conversation
Not prepared when a call is received but
Not prepared when a call is received buttake it anywaytake it anyway
Cant reach party in time to relayCant reach party in time to relay
informationinformation
Not everyone has voicemailNot everyone has voicemail
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Tips for telephone & voicemailTips for telephone & voicemail
Letyour voicemailspeak foryou (dontLetyour voicemailspeak foryou (dont
havesomeoneelserecord yourmessage)havesomeoneelserecord yourmessage)
Record a daily greetingRecord a daily greeting -- letcallers knowletcallers knowwhen you are availablewhen you are available
When leaving a voicemailmessagetelltheWhen leaving a voicemailmessagetellthe
person whatyouwant and howtheyperson whatyouwant and howthey
should replytoyoushould replytoyou
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TipsTips (telephone/voicemail) cont...(telephone/voicemail) cont...
Leave your name and phone number atLeave your name and phone number at
the beginning of the voicemail messagethe beginning of the voicemail message
not at the endnot at the end
Before placing a call write down keyBefore placing a call write down key
points you want to coverpoints you want to cover
Give undivided attention when speakingGive undivided attention when speaking
on the phoneon the phone
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FACTOIDFACTOID
55% of what people perceive of others55% of what people perceive of others
comes from body language and facialcomes from body language and facial
expressionsexpressions
38% comes from tone of voice38% comes from tone of voice
7% is based on the actual words people7% is based on the actual words people
useuse
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Final ThoughtsFinal Thoughts
A persons competence and a personsA persons competence and a persons
effectiveness are based on their ability toeffectiveness are based on their ability to
communicate effectivelycommunicate effectively
Competence isnt the problemCompetence isnt the problem ----
How you Communicate isHow you Communicate is