Transcript Communicating in the Workplace

COMMUNICATING IN THE
WORKPLACE
Communicating in the Workplace
• Negotiating; bargaining; persuading
• Greeting people; representing others to the public; selling
• Courteous telephone skills
• Reporting, conveying information; explaining issues or
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procedures
Listening effectively
Interviewing
Preparing written materials
Organizing and presenting ideas for formal and informal
presentations
Participating in group discussions
Importance of Effective Communication
• Cornerstone for establishing trust
• Cornerstone for new business and customer retention
• Increases productivity
• Many companies expend human and financial resources
to train employees in communication
What is Communication
• The activity of sending meaningful information
What is Communication?
• You only communicate when the message you send out
has been received and sent back to you, so you know that
it has been properly understood
Caution! Remember, the message must be received
and sent back to ensure it was properly understood!
Communication Model
Three Main Forms of Business
Communication
• Non-verbal Communication
• Verbal Communication
• Written Communication
Non-Verbal VS
Verbal Communication
• Verbal Communication- Communication expressed
through words
• Non-Verbal Communication- Wordless communication
Nonverbal Communication
• Hand Gestures
• Facial Expressions
• Touching
• Body Language
• Eye Contact
• Turning your back to the speaker
• What Other Ways Can You Think Of?
What Are They Saying?
Non-Verbal Communication
Non-Verbal Communication
Non-Verbal Communication
Non-Verbal Communication
Non-Verbal Communication
Non-Verbal Communication
Non-Verbal Communication in the
Workplace
• Plays important role in workplace
• Particularly with customers
• 63-95% more impact that verbal communication
• Non-verbal cues indicate listening/interest
• Poor communication skills leads to low employee morale and
conflict
• Effective communication skills leads to high morale and
collaboration
Examples of Non Verbal Business
Communication
• Nod of approval
• Thumbs up
• Pat on back
• Rolling Eyes
• Raising Eyebrows
• Frown
Verbal Communication in Business
• Simplest form of communication
• Use language appropriate for audience
• Clear Voice
• Audible
• Respectful tone
• Active Listening
• Active Questioning as appropriate
Examples of Verbal Communication in
Business
• Answering business phone/extension
• Receiving visitors
• Giving instructions
• Training
• Presentations
• Addressing/Participating in Meetings
Activity
• Charades