Transcript Effective Communication

Effective Communication
The Magic of Language
Bell Ringer: Answer the following questions in
your notes:
List 3 written ways you communicate on the job
List 2 things to keep in mind when communicating
on a phone call
What is one good listening skill you know?
Effective Communication – DAY
2
 Why Does Communication Matter?
 OBJECTIVES
 Determine how well you listen and how you can
perfect this skill
 Identify ways you can improve your reading &
comprehension skills
 Write effective business letters, memos, etc.
 Identify was you can improve your speaking skills
 Describe the technology in the workplace that aids
communication with others
Effective Communication – DAY
2
 3 Parts to Communication
 SENDER
MESSAGE
RECEIVER
LISTENING
 Hearing – recognizing sound
 Listening – understanding what you hear
“I didn’t hear you.” or “I didn’t listen to you.”
The Telephone Game
Effective Communication – DAY
2
 Causes for failing to listen






They are interrupted
They don’t agree with what will be said
They are having difficulty hearing
They are distracted by the speaker
They do not understand the words
They start to think about something else
 Watch the following video and write down if you are
distracted and why…then we will see what you recall
 Listening Video
Effective Communication – DAY
2
READING
 Reading – ability to discern words on a page
 Comprehension – ability to understand the material
 To be an effective employee you will need to
understand memos, reports, books, directions and
other documents to excel at your job!
Effective Communication – DAY
2
READING
 Even good reads can improve their skills!
 Read with a purpose
 Look over material you are reading first
 Try to read for meaning
 Try to improve your vocabulary
Effective Communication – DAY
2
 Take a look at this paragraph. Can you read what it says? All the
letters have been jumbled (mixed). Only the first and last letter of
each word is in the right place.
 I cnduo't bvleiee taht I culod aulaclty uesdtannrd waht I
was rdnaieg. Unisg the icndeblire pweor of the hmuan
mnid, aocdcrnig to rseecrah at Cmabrigde Uinervtisy, it
dseno't mttaer in waht oderr the lterets in a wrod are, the
olny irpoamtnt tihng is taht the frsit and lsat ltteer be in the
rhgit pclae. The rset can be a taotl mses and you can sitll
raed it whoutit a pboerlm. Tihs is bucseae the huamn mnid
deos not raed ervey ltteer by istlef, but the wrod as a
wlohe. Aaznmig, huh? Yaeh and I awlyas tghhuot slelinpg
was ipmorantt! See if yuor fdreins can raed tihs too.
Effective Communication – DAY
2
WRITING
**One of the most important skills
because it is the least practiced
before entering the workforce.
 It requires the formal presentation of clear, logical
thoughts.
 Basic keyboarding is going to benefit your writing.
Effective Communication – DAY
2
WRITING
Business letters




Request
Good-news
Bad-news
Envelopes
Memorandum (Memos)
TO:
FROM:
DATE:
SUBJECT:
Business Reports (Formal & Informal)
Effective Communication – DAY
2
NONVERBAL COMMUNICATION
Nonverbal Communication – any
message that does not use written or
spoken words.
 Facial Expressions
 Gestures
 How you sit/stand
 Handshake
 Proximity
Effective Communication – DAY
2
SPEAKING
The key is to not only know words but to
use words effectively.
 Speak clearly and distinctly
 Whydoncha or why don’t you?
 Speak to the listener
 Speak with a friendly/courteous tone
 Use standard English
 Talk “with” the listener not “to” the listener
 Ask “what do you think?” to check for
understanding
Effective Communication – DAY
2
PHONE CONVERSATION
Etiquette – the art of using good manners
in any situation
Telephone Etiquette – using good
manners when handling phone calls
 Businesses often tell employees how to
answer the phone
 Hello, thank you for calling Meijer my name is
______ how can I help you?
 6262 can I help you?
Effective Communication – DAY
2
PHONE CONVERSATION
 Talk directly into the phone and pick up as
quickly as possible
 Do not make or receive calls on speaker if
you share office space!
 Do not eat, drink, or chew gum while
speaking on the phone
 Keep a notepad nearby in case you need
to take a message and write down the
date, time, name, number and message
 Be kind even if someone called the wrong #
Effective Communication – DAY
2
PHONE CONVERSATION
When making a call plan it in advance
End the call pleasantly
If you dialed the call, thank the person
for their time/cooperation
** Impressions last longer than the call
does!
Effective Communication – DAY
2
 TECHNOLOGY IN COMMUNICATION
 Cell Phone
 Personal & private calls should be kept
separate
 Remember you can be overheard!
 Headsets – allow you to get tasks done while
on the phone (multi-tasking)
 Videoconferencing – 2 or more people
communicating through a video link
 Teleconferencing – when groups
communicate through a shared phone
connection
Effective Communication – DAY
2
 INFORMAL COMMUNICATION
 Commuting
 You could be judged by how you drive, how you
act in the parking lot outside the building, etc.
 Shift Change
 A key time to listen to what someone on a previous
shift has to say or improve your performance
 Work Breaks
 Remember you are still “on the clock” or at work