Transcript COMMUNICATION

Communication
Skills
1
COMMCCCOUNICATION
Communication is really all
anyone ever gets paid for
ultimately...and if you cannot
effectively communicate...you
will PAY...not get paid...“
-- Doug Firebaugh
DEFINITIONS
 The exchange of messages between and among
human beings is known as communication.
 It is the process in which information flows from
a source to a receiver and back
Exhibit 3-1: The Communication Process Model
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The COMMUNICATION CHANNEL
 Sender--------------------------Encodes
 Medium------------------------Message
 Receiver------------------------Decodes
CHANNELS
In person
Telephone
Email
Written
Third party
COMMUNICATION AT WORKPLACE
 An average worker
 Patterns of interaction
spends 80% of the time
communicating
 10% writing
 15%reading
 30%speaking
 45%listening
 Forms of interaction
ACTIVITY 1
 Select a friend, whom you have had the opportunity to
observe frequently. Evaluate that persons ability to
communicate effectively. Give specific incidents to justify
your opinion
Activity 2
 Describe a situation humorous or otherwise, in
which you were involved and miscommunication
occurred. What were the consequences? How
could you have prevented the misunderstanding?
Various kinds of written
communications
 Communication skills
are essential for job
success. Choose one
of the following
professions and
discuss the various
kinds of written
communications
needed to carry out
the duties of this job
 Salesperson
 Manager
 Nurse
 Electrician
 Accountant
 Flight attendant
 Mechanic
Applying principles of communication
Psychology
 Abraham Maslow uses five rungs to describe the
hierarchy of human needs
Basic physical needs
Safety and security needs
The need to Belong
The need to be “Somebody”
The need to help others and be creative
Come up with different words that
can be used for an employee who
does not give up easily
Connotative words
 Persistent
 Tenacious
 Persevering
 Obstinate
 Stubborn
 Unyielding
Our words Affect our Behaviour
 PURR WORDS
 SNARL WORDS
 Beautiful
 Cheap
 Kindness
 Negligent
 Freedom
 Fraud
 Successful
 Obstinate
 Persevering
 Scrawny
Group work
 Imagine a departmental store and
brainstorm five ways that appeals are made
to your physical and safety needs through
advertising ,displays, and pricing
Home assignment
Keep a log of your significant communication
activities for the next two days. Use headings
such as
 Date
 Time
 Person involved
 Summary of content
 Communication Process