Docstoc

Communication skills (PowerPoint download)

Document Sample
Communication skills (PowerPoint download) Powered By Docstoc
					COMMUNICATION SKILLS
COMMUNICATION

   PROCESS OF CONVEYING A MESSAGE,
    THOUGHT, OR IDEA SO IT IS ACCURATELY
    RECEIVED AND UNDERSTOOD.
   Primary skills needed at Work
    –   Listening
    –   Writing
    –   Reading
    –   Speaking
EFFECTIVE COMMUNICATION

   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      Noise   Noise    Noise Noise



         Encodes          Message            Decodes

   Sender                                          Receiver

            Decodes       Message            Encodes
      Sender’s Environment     Receiver’s Environment
COMMUNICATION PROCESS

   SENDER – the person          MESSAGE – something
    who starts the                that is understood by the
    communication and has         senses (usually spoken,
    an image of what he/she       written, or printed)
    wants to communicate         CHANNELS – how the
   ENCODER- the sender’s         message is delivered (by
    mind which forms a            voice, image, printed)
    mental image of the
    message being sent
COMMUNICATION PROCESS

   RECEIVER – the person        FEEDBACK – a clue that
    who gets the message          reveals what message
   DECODER – the                 was received
    receiver’s mind, which       NOISE – anything that
    forms a mental image of       interferes or interrupts
    the message received          the message
TYPES OF NOISE IN
COMMUNICATION

   MECHANICAL NOISE
    –   What are different mechanical noise that you know?


   PSYCHOLOGICAL NOISE
    –   What are different psychological noise that you
        know?
LISTENING SKILLS

   HEARING – RECOGNIZING SOUND



   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
LISTENING SKILLS:
To be a good listener

   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

   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

   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

   ANY MESSAGE THAT DOES NOT USE
    WRITTEN OR SPOKEN WORDS
    –   BODY LANGUAGE
    –   FACIAL EXPRESSIONS
    –   GESTURES
    –   HAND SHAKES
TALKING ON THE PHONE

   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

   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

   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

   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

   THE MOST IMPORTANT JOB SKILL TO AN
    EMPLOYER.
   WHY?
    –   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   Letters
Memo’s
Report’s
COMMUNICATION TECHNOLOGY

   COMPUTERS -
   VOICE MAIL –
   CELLULAR PHONES –
   WALKIE-TALKIES –
   HEADSETS
   TELECONFERENCING AND VIDEO
    CONFERENCING -
INFORMAL COMMUNICATION
CHANNELS

   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

   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.

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:16
posted:3/19/2012
language:
pages:23