Communication Skills

Communication Skills Defining Communication. Section 8.1 Objectives The six primary elements of communication How to arrange the setting for a business meeting How to use listening skills to improve your understanding of messages Three blocks to listening with understanding Three skills that will help you read with understanding

The Communication Process Communication – The process of exchanging information, ideas and feelings • About 70% of your waking hours are spent communicating • Effective Communication skills are essential in interpersonal skills and successful business activities • There are 6 primary elements of communication; senders and receivers, messages, channels, feedback, blocks and setting

Senders and Receivers Every message must be sent, received and understood! • Verbal and Non-Verbal means are used to send and receive messages • Speaking and Writing – verbal • Non Verbal - Body language, facial expressions, gestures, mannerisms, and movements that communicate our thoughts • Face to Face Conversations – we’re both senders and receivers

Message The message is the substance of any form of communication • The information, ideas or feelings the sender wants to share • Every word is a verbal symbol with a meaning that can be understood by others who know the same language • Avoiding slang or technical terms (jargon) increases the chances of your message being understood

Channels The avenues by which the message is delivered • Face to Face conversations – the channels are sight and sound • Phone conversations – Sound is the channel • Written Word – many messages are delivered in the form of emails, letters, and reports

Feedback The receivers response to the message. Its important because it clarifies if the message was understood Greatest Opportunity for feedback is face to face conversations

Blocks ~ 3 Primary Blocks are things that interfere with understanding the message 1. Distractions 2. Emotional Blocks 3.Planning a Response More to come!!!!!!!!!!!!

Setting The setting is anywhere communication takes place Outdoor setting – Varied and hard to control Inside settings – Easier to control One on One conversations – should be in smaller room settings

Listening ~ Apx. 45% of our day! Listening is a mental process that requires using the brain to assimilate information gathered Hearing – A physical process that takes place in the ear “Are you listening to Me”!! • Learning to use listening skills is very important to being an effective communicator • Listening helps you to understand the messages you receive; you need to know what to listen for

Listening Skills Listening helps you to understand the messages you receive; you need to know what to listen for and what to think about as your listening Workplace

Workplace Listening Skills • Identify the purpose – What's the purpose of the meeting? • Look for a plan – Identify the presentation • Give feedback; ask questions if unsure • Search for an interest – improve your performance • Evaluate the message – are you listening with empathy or making judgments? Determine what is appropriate for the situation • Listen for more than verbal content – what is the speaker’s rate of speech, pitch or volume? This can change the meaning of the presentation. • Listen for the conclusion – you may have to take action! • Take Notes if necessary • Follow directions; give feedback; ask questions if necessary

Blocks to Listening with Understanding Some things interfere or block effective listening; if you can avoid these blocks you can concentrate on the message Distractions • Include noises, environmental factors, interruptions by other people and competing thoughts in your mind that try to take over • Most messages you receive on the job will be important, practice the discipline of staying focused

Blocks continued Emotional Blocks • These are biases against the opinions expressed by the speaker that prevents you from understanding Planning a Response • When your planning a response you can’t concentrate on the meaning of the message! Listen to the entire message before replying

Reading A process of trying to understand the message written Know the Purpose of your Reading Why are you reading? • Reading for pleasure is quite different than reading for business • Business requires knowing and understanding every word

3 things to do (skills) to help you understand what your reading • Focus your mind – If it wanders refocus!! • Form pictures in your mind – this will help you remember what you read & stay focused • Improve your vocabulary – don’t skip over words you don’t understand; use a dictionary, their very helpful! • You may have to understand jargon- specialized or technical terms used by members of a particular industry

Objectives are…………Answer the following in your notebooks • List the 6 primary elements of communication • How can using listening skills help to improve your understanding of messages? • What are the three blocks to listening with understanding? • List three skills that will help you read with understanding

Section 8.2 Elements of Speech and Writing Objectives • Name the three most common purposes for speaking • List the 4 basic patterns for organizing a formal speech • Explain the four-step method for training • Describe proper telephone skills • Name the three basic considerations in writing

Speaking ~ What's your point? Most of the time we are speaking to inform, persuade, or entertain people • Whatever your job, the clearer you can express yourself the more effective you will be! 1. Know the purpose – in most casual situations and business meetings the main purpose is to inform; get to the point clearly and quickly • Persuading Others – determine peoples needs by really listening to their concerns • Entertaining Others – more on this later………

Speaking Using your voice – your voice will sound relaxed if you speak in a medium, even tone • Speak loudly enough to be heard without yelling at your listeners • Vary your inflections by stressing certain words or syllables • Variations in speed and loudness may help you to communicate in an interesting way

4 Ways to organize a formal speech When you give an oral presentation you will most likely need to inform or persuade your audience • The use of good body language – gestures, movements and mannerisms and good eye contact will help you be effective • Formal Speeches begin with an opening (statement) and ends with a closing statement. • There are four basic patterns you can use in between

4 Ways to organize a Formal Speech • Enumeration – This is listing several items in order; “There are three things I want to tell you, the first thing is”………. • Generalization with Example – These are statements that are accepted as true by most people – to make a point. Use evidence to back up your statement; it will be more credible • Cause and Effect – You lead the listener from the cause of something to the effect. This is used with many topics • Compare and Contrast – This method is used to explain new concepts by showing they are similar to something your listeners already know

Training • Explain the task to be performed • Demonstrate how to perform the task by actually doing it yourself • Let the other people perform the task • Critique the performance, give feedback; make sure the trainee feels confident

Telephone Skills Telephone Skills are so underrated! • Sometimes the 1st contact with a business • A “Pleasant” Voice is so important on the phone, your listener cannot see you like face to face conversations • Always answer with a smile (it really makes a difference) and identify the business • Enunciate clearly and speak directly into the phone/mouthpiece – Cell Phones!!! – • Be courteous and don’t interrupt the caller while they are speaking • Be prepared to take a message. • Make sure you get the correct spelling of the caller’s name, • the number where they can be reached, • the day, date, time and • what the call is in reference to (briefly) Not always easy!! • Be patient and friendly

Writing Many people forget most of the message in a phone conversation within 24 hours! • A written message is a permanent record • Written messages are hard to ignore; • The receiver is more likely to take action if there is something written, rather than just said in a conversation

Basic Considerations in Writing ~Know your reader, your purpose, and know your subject~ Reader – Who’s reading the message and Why? Purpose – Are you writing to inform, persuade, remind, complain, or inquire about something? Sometimes it’s more than one reason Subject – Know it well! Research if needed Proofread and use spell-check!!

Basic Considerations in Writing A Few More Tips: • Always use the receivers name; it makes people feel better and is endearing! • Avoid jargon if the message will be understood without it • Avoid slang • Don’t try to use “Big” Words to impress people • Proofread and use Spell-check

8 Parts of Professional Business Letters • Return Address – The address of the writer (letterhead) • Date line – Do not abbreviate • Inside Address – Name, title and address of receiver • Salutation – Greeting; Dear Mr. ….. • Body – Message • Closing – A respectful goodbye; Sincerely, Cordially etc. • Signature Block – 4 spaces between the closing and your typed name, signature goes in-between • Reference Initials – initials of typist and writer

E-Mail E-Mail has become the main method of communication in business for both in-house and outside messages • It’s fast!! – messages are sent immediately • Cost Effective – Inexpensive VS. Post Office and Environmentally friendly Tips: • Compose E-Mail carefully; appropriate business style and language should be used • Messages are never private and will exist forever • Never forward an e-mail without the senders permission • Spell-check and proofread

Interoffice Memorandums and Texting………………….. Memos are usually a brief message to several or all people in your office or department • E-Mail has replaced memos for the most part Texting….. Message is often unclear; no face- to-face, no listening, many words are abbreviated and a lot of “slang” • Messages are often misunderstood

Communication Skills