Transcript COMMUNICATION SKILLS

COMMUNICATION SKILLS
COMMUNICATION
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PROCESS OF CONVEYING A MESSAGE,
THOUGHT, OR IDEA SO IT IS ACCURATELY
RECEIVED AND UNDERSTOOD.
Primary skills needed at Work
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Listening
Writing
Reading
Speaking
EFFECTIVE COMMUNICATION
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WHEN THE MESSAGE RECEIVED IS THE
SAME AS THE MESSAGE SENT
Ineffective communications occur more often
than you might guess.
To check for effective communication always
wait for feedback from the receiver.
COMMUNICATION PROCESS
Noise Noise Noise Noise
Encodes
Noise
Message
Noise
Noise Noise
Decodes
Receiver
Sender
Decodes
Message
Sender’s Environment
Encodes
Receiver’s Environment
COMMUNICATION PROCESS
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SENDER – the person
who starts the
communication and has
an image of what he/she
wants to communicate
ENCODER- the sender’s
mind which forms a
mental image of the
message being sent
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MESSAGE – something
that is understood by the
senses (usually spoken,
written, or printed)
CHANNELS – how the
message is delivered (by
voice, image, printed)
COMMUNICATION PROCESS
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RECEIVER – the person
who gets the message
DECODER – the
receiver’s mind, which
forms a mental image of
the message received
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FEEDBACK – a clue that
reveals what message
was received
NOISE – anything that
interferes or interrupts
the message
TYPES OF NOISE IN
COMMUNICATION
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MECHANICAL NOISE
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What are different mechanical noise that you know?
PSYCHOLOGICAL NOISE
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What are different psychological noise that you
know?
LISTENING SKILLS
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HEARING – RECOGNIZING SOUND
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LISTENING – UNDERSTANDING WHAT YOU
HEAR
WHY DON’T WE LISTEN WELL?
INTERRUPTIONS
 ASSUME WHAT IS GOING TO BE SAID
 DISAGREE WITH SENDER
 THINKING OF SOMETHING TO SAY/OR
ABOUT SOMETHING ELSE
 NOT HEARING WHAT IS SAID
 DISTRACTED
 DON’T UNDERSTAND
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LISTENING SKILLS:
To be a good listener
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Concentrate on what is being said
Don’t become distracted
Don’t interrupt the speaker, unless you don’t
understand
Ask for explanations when you don’t
understand
Provide feedback before responding, by
rephrasing what you heard
SPEAKING SKILLS
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SPEAK CLEARLY AND DISTINCTLY – avoid
running words together. Example –
whydoncha for Why Don’t You.
SPEAK TO THE LISTENER – establish eye
contact, and use words they understand
SPEAK WITH A FRIENDLY AND
COURTEOUS TONE – phrase things in a
positive way, avoid arguing and complaining
SPEAKING SKILLS
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USE STANDARD ENGLISH – Example: Bob
came here yesterday. Vs. Bob yesterday here
TALK “WITH” THE LISTENER NOT “TO” THE
LISTENER – keep message short and
understandable, give the listener chance to
provide feedback
NONVERBAL COMMUNICATION
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ANY MESSAGE THAT DOES NOT USE
WRITTEN OR SPOKEN WORDS
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BODY LANGUAGE
FACIAL EXPRESSIONS
GESTURES
HAND SHAKES
TALKING ON THE PHONE
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ALWAYS ANSWER BEFORE THE 3 (THIRD)
RING
ANSWER WITH A FRIENDLY VOICE: state
company name, your department, and your
own name
HOLD PHONE ABOUT 1 INCH FROM LIPS
DON’T EAT, DRINK, OR CHEW GUM
TAKING A PHONE MESSAGE
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Date
Time of Call
Name of the caller – ask how to spell if don’t
know
Name of person message is for
The message itself
Number to call back
TAKING A PHONE MESSAGE
 After
taking message read back
to caller
 End the conversation pleasantly
 Give the person the message
right away
SPEAKING TO A GROUP
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PREPARING YOUR SPEECH – outline the
main thoughts, limit yourself to 5 or less,
organize in logical order
GIVING YOUR SPEECH – tell them what you
plan to tell them, tell them, and then tell them
what you told them
BEFORE GIVING YOUR SPEECH ALWAYS
PRACTICE, PRACTICE, PRACTICE!!!!!!!!!
READING AND COMPREHENSION
SKILLS
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COMPREHENSION – ability to understand the material
Read with a purpose – know why you are reading and
what you are expected to learn
Look over the material – Skim readings and read what
is important
Try to read for meaning – Concentrate on what you are
reading
Improve your vocabulary – use dictionary to learn
words you don’t know
WRITING AND KEYBOARDING
SKILLS
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THE MOST IMPORTANT JOB SKILL TO AN
EMPLOYER.
WHY?
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BECAUSE FEW PEOPLE POSSESS THIS SKILL
WRITING SKILLS – composing written or printed
communications in clear logical manner
KEYBOARDING – allows you to type letters, memo’s,
and other business communication that is the main
form of communication in a business.
TYPES OF BUSINESS
COMMUNICATIONS USING
KEYBOARDING
Business
Memo’s
Report’s
Letters
COMMUNICATION TECHNOLOGY
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COMPUTERS VOICE MAIL –
CELLULAR PHONES –
WALKIE-TALKIES –
HEADSETS
TELECONFERENCING AND VIDEO
CONFERENCING -
INFORMAL COMMUNICATION
CHANNELS
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COMMUTING – when you carpool you will
often find out information about your job that
you wouldn’t find at work
SHIFT CHANGES – you will find out what the
person that was working before you finished or
didn’t finish and what you need to do.
WORK BREAKS – talking at the water cooler,
can be good or bad, don’t let it be bad.
ASSIGNMENT
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I will divide you into groups and you will read
through the role-play and tomorrow you will be
given 10 minutes to prepare and then we will
do our role-plays.