Transcript Slide 1
Communication Skills Module 5 Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication, including face to face and telephone conversations Understand and appreciate body language and other non-verbal communication Tips and techniques to manage workloads, increasing effectiveness and productivity Reduce stress levels and improve work-life balance What is communication? “The multi-directional exchange of information, ideas and meaning” Communication is a two way process – depends on sender’s intended message and receiver’s interpretation of that message 1 -What different methods can be used to communicate – split into written, verbal and non-verbal? 2 -What barriers can prevent communication being understood by the recipient? 3 -What are the benefits of effective communication – to you, the recipient and your organisation? Methods of communication Written – email, reports, letters, twitter, face book, internet, newsletters, minutes, file notes, memos, post-it notes, texts, books, signs, bulletin boards, presentations, advertisements, sky-writing, business cards, cartoons Verbal – telephone, face to face, internet, discussion groups, gossip, presentations, workshops, TV, radio, crying, jokes, networking, video conference, fables Non-Verbal – Body language, silence, music, dance, semaphore, code, touch, sign language, painting, drama, photography, dress, appearance, uniform, jewellery, tattoos, state of being, puppets Why talk? All parties equally informed at the same time Achieves results Time-saver Builds relationships Diffuses conflict Helps confirm understanding Why write? Ensures everyone equally informed Fewer misunderstandings, if written well Permanent record Reference source Gives the writer time to think and plan the message Barriers Delivery – tone, volume, dialect, speaking too fast, waffle, projection, management speak Media chosen Passion Credibility Poor listening Physical limitations – eyesight, deafness Body language Timing Empathy Technical content No opportunity for feedback Culture Lack of structure Lack of rapport Benefits – for you More effective within job role, more likely to achieve rewards and recognition Able to create and maintain harmonious relationships Able to manage conflict and so reduce stress Benefits – for your organisation Better communication and teamwork within departments Better overall organisational effectiveness Better customer service, fewer complaints Benefits – for recipient(s) Understands message quickly and easily Fewer misunderstandings and grievances Shares information successfully What are the features of effective written communication? Golden Bull winners - example “Thank you for your Tax Returns ended 5th April 2006 & 2007 which we received on 20th December. I will treat your Tax Return for all purposes as though you sent it in response to a notice from us which required you to deliver it to us by the day we received it.” – HM REVENUE & CUSTOMS Golden Bull winners - example Seasonal forecasts indicate how slowly-varying largescale climate influences make particular seasonal conditions more likely than others. Random, unpredictable factors (‘chaos’) also partly determine year-to-year variations, and these will sometimes override large-scale influences. Such uncertainties make a probabilistic format, as used here, advisable for seasonal forecasts‘ – MET OFFICE Plain English – key elements Concise - short words and sentences Everyday English – free from jargon, technical terms Language that your reader uses Active verbs (‘we will do’ not ‘it will be done by us’) Imagine you are talking to the reader, write as you would speak Lists, bullet points Emails Write with care – no intonation or body language Watch out use of CAPITALS, use of colours and !!!!!!!! Normal spelling, punctuation and grammar No text speak Plain English Think of recipient before sending; don’t always cc in others Best option? – telephone or face to face might be better… Structure and Format Headings, subheadings, bullet points and numbering Pay particular attention to salutations and endings – e.g. in emails Appropriate text type and size Black text on white background easiest to read Justify to the left Remember: eye naturally drawn to 2/3rds of way up the page Report Structure Title, author, date Contents Introduction and terms of reference Executive Summary Background/history, situation Implication, issues, opportunities, threats Solutions, decisions Recommendations and actions Appendices Writing Process Prepare Write Send Check Prepare Identify purpose – impacts content, format and style Create outline plan – in your head or on paper Consider recipient/audience - how would they like to receive the information, what do they need to know first? Ideal mode of communication? – telephone or face to face might be better Check Read again, including headers and sub-headers; use your finger to follow the text Read aloud to yourself; or get others to read If communication is contentious or important then draft and return for a second look Use spell-check – but don’t rely too heavily Start at the end of the document and work back – one sentence at a time BODY LANGUAGE… ….AND OTHER NON-VERBAL COMMUNICATION Body language How do people communicate face to face? Rank the following in order of priority and assign a % to each BODY LANGUAGE TONE WORDS 55% 7% Tone, Emphasis and Emotion IIWANT you want YOU here right here right now now I want you here right now I want you HERE right now I want you here RIGHT NOW!!!!!! I want YOU here right now Body language “Everything about your appearance, every movement, every facial expression, every nuance of your voice has the potential to convey meaning” – Adler and Elmhorst, 2002 Review the images and consider what the body language tells you…. VERBAL COMMUNICATION What are the features of effective verbal communication? Verbal communication - features Clarity Plain English Do not ramble / over talk Listening Attentive Body language Reflect Paraphrase Summarise Check understanding Acknowledge Questioning Open questions (7 Ws) to find out more Closed or leading questions only when seeking yes/no Remember to listen Use silence Ask ‘is there anything else?’ Manner Friendly, professional and assertive – not casual, passive or aggressive For business discussions…. Plan and prepare Telephone Be sure about objective Quiet background Write down what you want Appropriate greeting to say Make notes during discussion Environment Minimum interruptions Comfortable surroundings Structure State objective Orderly discussion, minimal deviation Clear, positive motivation to achieve objective Do not leave on hold forever Culture Open minded to culture of others Be aware that appropriateness and perceptions differ between cultures Don’t take offence For business discussions… Urgency Make any deadlines clear Action Points Ensure summarised at end of discussion Next discussion If more discussion required, seek agreement with timescales