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					Bell Ringer
 • Get into groups of two. Explain to your
   partner what you plan to do this
   weekend without using oral or written
   communication. Spend about five
   minutes trying to communicate this
   information non-verbally.
Chapter Nine

Communication Skills
Objectives
 • Identify the six primary elements of
   communication
 • Discuss how to arrange the setting for a
   business meeting
 • Identify how to use listening skills to
   improve your understanding of
   messages
 • List three blocks to listening with
   understanding
 • Identify three skills that will help you
   read with understanding
Objectives cont…
 • Identify the three most common
   purposes for speaking
 • Discuss the four basic patterns for
   organizing a formal speech
 • Define the four-step method for training
 • Discuss parliamentary procedure and its
   purposes
 • Discuss proper telephone skills
The Communication Process
 • Communication- the process of
   exchanging information, ideas, and
   feelings
 • 6 elements
    – Senders and receivers
    – Messages
    – Channels
    – Feedback
    – Blocks
    – Setting
Senders and Receivers
 • Every message must be sent, received,
   and understood.
 • Verbal and nonverbal
 • You can be a sender and receiver
   simultaneously during a face-to-face
   conversation.
Messages
• Message- the substance of any form of
  communication—the information, ideas,
  or feelings the sender wants to share
Channels
 • Channels- the avenues by which the
   message is delivered
 • Face-to-Face:
   – Sound
   – Sight
 • Telephone:
   – Sound
 • Writing
   – The written words
Feedback
 • Feedback- the receiver’s response to
   the message
Blocks
 • Blocks- interfere with understanding a
   message
 • Three primary blocks to understanding:
   – Distractions- noises, environmental
     factors, interruptions by other people, and
     competing thoughts
   – Emotional Blocks- biases against the
     opinions expressed by the sender
   – Planning a Response
Setting
 • Setting- where communication takes
   place
Listening
 • Hearing- a physical process that takes
   place in the ears
 • Listening- mental process that
   requires using the brain to assimilate
   information gathered.
Listening Skills
 •   Identify the Purpose
 •   Look for a Plan
 •   Give Feedback
 •   Search for an Interest
 •   Evaluate the Message
 •   Listen for More Than Verbal Content
 •   Listen for a Conclusion
 •   Take Notes
 •   Follow Directions
Reading
 • Know the purpose of Your Reading
   – Know why you are reading before you
     begin.
 • Reading for Meaning
   – Helps you to focus your mind, form
     pictures, and improve your vocabulary
 • Jargon- technical or specialized
   vocabulary used by members of a
   particular profession or industry
Speaking
 • Know the Purpose
 • Use Your Voice
 • Speak Formally
   – Four Basic Patterns to Organize
     a Structured Message:
   – Enumeration
     • Generalization With Example
   – Cause and Effect
   – Compare and Contrast
Telephone Skills
 •   Cheerful, but formal greeting
 •   Pleasant tone
 •   Enunciate clearly
 •   Speak directly into the mouthpiece
 •   Be courteous and NEVER interrupt
 •   Pencil & paper
 •   Repeat phone number and message to
     caller, so you are certain to get it
     correctly
Get back together with your partner
 • Create a four-line “ditty” about one of
   the topics discussed today, such as
   speaking, training, telephone skills, etc.

				
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posted:3/22/2012
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