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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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