Transcript Reading/Comprehension skills

2.01 Communication

Why is it important at
the work place?
Types of Communication

Verbal
–
–
–
–
Listening
Speaking
Reading
Writing

Non-verbal
–
–
–
Gestures
Posture
Facial expressions
Effective speaking skills





Speak clearly
Speak to the listener(s)
Use a friendly tone
Use standard English
Talk “with” the listener vs. “at” the listener
Which are most important


Of the four types of verbal communication
which two are the most important in the
workplace?
Reading
–

Reading is one of the most important because of
the need to read rules and instructions
Writing
–
Writing is one of the most important because it
can reduce misunderstanding if written clearly.
Telephone etiquette


Answer promptly.
Greet caller professionally and pleasantly.
–
–
–



Name of company/department
Personal name
Offer of assistance
Hold phone at least 1” from the mouth.
Do not eat, drink or chew gum.
Record message(s).
–
–
–
–
–
–
Date
Time
Name of caller
Name of person to receive message
Content of message/desired action
Contact number
Public speaking/speeches

When speaking in public who or what should
your focus be on???????

The Audience
Nonverbal Communication

Nonverbal communication has the most
effect on the understanding of a spoken
message.
–
–
–
Gestures
Posture
Facial expressions
If you are at ease, confident, …




your hands might be folded, limp on your lap
or on a flat surface.
you might have a smile.
your body would be relaxed, possibly tilted
forward toward the speaker.
eye contact would be direct, yet not staring
with both eyebrows possibly lifted, and head
possibly tilted forward.
If you are uptight, anxious …




your hands could be clenched.
you might tap on a table or clutch something
tightly.
you might grimace or have tightly pursed lips.
you might fidget, pull at your hair, or perhaps
scratch or rub your nose.
If you are angry,…




your eyes could be squinting.
one eyebrow might raise.
your hands might crunch into fists or flail
around.
your body might be generally stiff or rigid
If you feel bored, uninterested…


your total body might be slumped over.
your arms might be folded across your chest
in a closed position.