Transcript Improving Informal Communication

Soft Skills for a Digital Workplace: Verbal
Communication
Unit D:
Improving Informal Communication
Objectives
Communicate informally
Listen actively
Speak persuasively
Negotiate effectively
Manage conflict
Objectives
Participate in meetings
Deal with office politics
Make proper introductions
Improving Informal
Communication
Any conversation on the job is still
professional communication.
Much of informal communication is
one-on-one.
It’s important to identify your purpose
and audience.
Listen carefully and be empathetic
when expressing your ideas.
Improving Informal
Communication
Use informal communication
opportunities to:
 Develop and strengthen personal
relationships
 Promote yourself
 Further your ideas and goals
When communicating informally:
 Be professional
 Emphasize the positive
 Overcome obstacles
Improving Informal
Communication
Purpose of informal communication
within an organization
Listening Actively
Listening is one of the most important
communication skills you can
develop.
Most people in the workplace need to
improve their listening skills.
Studies suggest that people
remember only 25-50% of what they
hear in informal communication.
Listening Actively
By becoming a better listener, you
can:
 Improve your productivity
 Be more influential
 Avoid conflicts and misunderstandings
The best way to improve your
listening skills is to learn to listen
actively.
Listening Actively
To listen actively:
 Offer full attention
 Use nonverbal signals
 Give the other person feedback
 Ask effective questions
 Be open-minded instead of
concentrating on your own agenda
Speaking Persuasively
Persuasion is communication that
guides other people towards the
adoption of an idea or action.
Speaking persuasively and influencing
others does not mean deceiving them
into doing something they don’t want to
do.
You often persuade others to convince
them about the importance of their
tasks, motivate them to perform, and
request assistance and action.
Speaking Persuasively
To speak persuasively:
 Choose your timing
 Start with an offer
 Emphasize the benefits
 Plan for questions and contradictions
 Mirror the other
 Do not lie or exaggerate
Negotiating Effectively
Negotiation is a form of
communication through which two or
more people with different needs and
goals try to identify a mutually
acceptable solution to a problem.
Negotiation is common in business,
government, legal, and personal
relationships.
Some people are uncomfortable
negotiating with others because it
confronts conflict.
Negotiating Effectively
To negotiate effectively:
 Claim the right to negotiate
 Look for solutions acceptable to all sides
 Establish your goals
 Identify alternatives
 Do your homework
Negotiating Effectively
Steps for solving problems in
negotiations
Managing Conflict
Conflict is unavoidable in work
environments.
Conflict is not necessarily
counterproductive.
If you manage conflict, it can:
 Help to clarify goals
 Enhance decision making
 Build teams
Managing Conflict
If left unresolved, conflict can:
 Create disruptions in the workplace
 Reduce morale
 Affect productivity
Any conflict that poses a threat to
others should be addressed
immediately.
Managing Conflict
To manage conflict:
 Develop perspective
 Acknowledge the conflict
 Keep communicating
 Avoid manipulation and intimidation
 Focus on the problem, not the individual
Managing Conflict
Reactions to conflict
Participating in Meetings
A meeting involves three or more
people gathering to exchange
information, make decisions, and
solve problems.
You should consider the meetings
you attend serious business.
Meetings are a major communication
channel, a public forum where others
evaluate you, and offer opportunities
to reach group decisions and build
consensus.
Participating in Meetings
Guidelines for participating in
meetings:
 Arrive early
 Come prepared to participate
 Contribute at least one message
 Allow others to participate
 Show respect when others have the
floor
Dealing with Office Politics
The term office politics describes the
interactions and relationships between
people within an organization, usually
focused on who is gaining or losing
power and influence.
Office politics is a regular part of the
day-to-day culture of any business.
When used to gain advantage at the
expense of others or the well-being of
the organization, office politics should be
avoided.
Dealing with Office Politics
Office politics can be networking
behavior that helps you fairly promote
yourself and your career.
Career experts believe that becoming
involved with office politics helps you:
 Highlight your skills
 Draw attention to your accomplishments
 Promote your success and upward
progress
Dealing with Office Politics
Guidelines for dealing with office
politics:
 Learn the company culture
 Support the company’s goals and
strategic initiatives
 Avoid taking sides
 Communicate professionally at all times
 Treat people with respect
Dealing with Office Politics
Communicate professionally at all times
Making Proper Introductions
Making introductions correctly is a
professional skill and can set you apart
from others.
Introductions make people feel more
comfortable in social and business
settings.
Proper introductions encourage
communication and foster good
relationships.
The rule in making introductions is to
speak to the most important person first.
Making Proper Introductions
Guidelines for making proper
introductions:
 Introduce others in social settings
 Introduce others in business settings
 Introduce clients and customers
 Introduce one person to a group
 Introduce yourself
Making Proper Introductions
Introductions at a meeting
Technology@Work:
Microblogging Tools
A microblog is an online service that
lets you exchange very short
messages with others by combining
the features of blogging, text
messaging, and social networking.
The most popular microblog is
Twitter.
Critics say microblogging is another
electronic distraction in a world full of
them.
Technology@Work:
Microblogging Tools
In business, you might use Twitter to
communicate with others in your
organization or search for for Twitter
users who fit the profile of your typical
customer or client.
Technology@Work:
Microblogging Tools
Getting started with Twitter:
 Create a Twitter account
 Add a personal photo
 Provide a short, biographical description
 Post messages, or tweets
 Follow others
Summary
Follow the guidelines for informal
communication
Work on listening actively to improve
listening skills
Speaking persuasively is an important
skill to acquire in business
Negotiation is common in business
and shouldn’t be avoided
Managing conflict is critical to keep an
organization operating smoothly
Summary
Follow the guidelines for participating
in meetings
Dealing with office politics is
unavoidable
Make proper introductions