Communication & Management Communication

1. Communication & Management Communication N4

2. Critically evaluating auditive and oral communication Module 13

3. Overview • Aspects of telephone technique: • Qualities of a pleasant voice • Exercises to improve voice control • Telephone etiquette Communication in small groups Critical evaluation of auditive and oral communication Interviews • Development of listening skills: • Importance of listening • Difference between listening and hearing • Elements of listening: attention, understanding, remembering • Types of listening: pleasurable, discriminative, critical, empathetic General Employment Presentations

4. Aspects of telephone technique Unit 13.1

5. Qualities of a pleasant voice Examples of the characteristics of a pleasant voice and their role

6. Exercises to improve voice control To produce a pleasant voice, you need: • Relaxed and warmed up vocal cords • The correct volume and flow of air • Sufficient space inside the body for the air to vibrate Without good projection you will only tire your throat muscles

7. Activity 13.1 Refer to page 248 of your Student’s Book to complete Activity 13.1.

8. Telephone etiquette Rules of etiquette • Handle introductions correctly. • Write down the person’s name. • Don’t be distracted. • Don’t talk with your mouth full. • Confirm the details of the message. • Say “thank you” when necessary. • Do what you have agreed on. Etiquette ensures good communication and prevents misunderstanding

9. Telephone etiquette Choice of words • Don’t offend clients or colleagues. • Don’t create false expectations. • Don’t gossip or belittle others. • Don’t reveal confidential information. • Don’t harm the company’s image. • Don’t answer rudeness with more rudeness.

10. Telephone etiquette Tone of voice • You need to sound: • Approachable (friendly and interested) • Efficient (competent and confident) Never sound irritated or rushed on the phone

11. Telephone etiquette Typical telephone conversations • At work your duties might include: • Answering client queries • Organising meetings and events • Placing and confirming orders, etc.

12. Telephone etiquette Difficult telephone conversations • Angry and/or abusive clients • Overfriendly clients • Talkative clients A good listener listens to understand and not just give a reply

14. Activity 13.2 Refer to page 252 of your Student’s Book to complete Activity 13.2.

15. Development of listening skills Unit 13.2

16. Importance of listening The skill of listening at work will enable you to: • Carry out an instruction correctly • Better understand an explanation • Follow the line of thought closely • Evaluate what is being done, etc.

17. Difference between listening and hearing • Hearing refers to the automatic reception of sound without having to think about it. • Listening implies focusing on, taking in, understanding and weighing up what you are hearing.

18. Elements of listening The main elements of listening are: • Attention • Understanding • Remembering • Body language • Mature attitude Commit yourself to listen without letting your attention wander

19. Types of listening Pleasurable listening • We also listen to appreciate: • Sounds in nature • Music • Poetry being read, etc. We listen for the delight of the moment, at times, and not to gather information

20. Types of listening Discriminative listening To listen seriously to something, for instance: • When an employee is instructed by the team leader and does so • When a student takes notes at a lecture • When a teacher listens to a student and encourages him or her • When a call centre operator takes a call • When a waiter takes an order

21. Types of listening Critical listening • Identifying the main line of thought • Evaluating supportive arguments • Identifying barriers • Overcoming barriers • Identifying missing facts • Noticing subjectivity • Evaluating the relevance of content Listen for supportive arguments that the speaker uses to emphasise his or her thought

22. Types of listening Empathetic listening • This happens when a client or colleague is unhappy or dissatisfied. • Attending fully to a speaker while he or she is speaking is enough emotional support. • At other times it’s to good to offer your advice when they expect it.

23. Activity 13.3 Refer to page 256 of your Student’s Book to complete Activity 13.3.

24. Communicating in specific situations Unit 13.3

25. Small groups Small groups in the workplace include: • Action group • Advisory group • Maintenance team • Interview panel • Production crew, etc. Group work in class is excellent preparation for small group communication at work

26. Presentations The main aspects of presenting information orally are: • Collecting information • Organising the information • Practising good verbal skills • Delivering the presentation Give sincere praise where praise is due

28. Activity 13.4 Refer to page 260 of your Student’s Book to complete Activity 13.4.

29. Test your knowledge of this module by completing the summative assessment on page 261 of your textbook.