Chapter 1 (202.0K)

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Chapter 1 (202.0K)

  1. 1. This is the prescribed textbook for your course. Available NOW at your campus bookstore!
  2. 2. Communication For Business <ul><li>PART A: INTERPERSONAL SKILLS </li></ul><ul><li>PART B: WORKING IN TEAMS </li></ul><ul><li>PART C: INTERACTING WITH CLIENTS </li></ul><ul><li>PART D: WRITING FOR BUSINESS </li></ul>
  3. 3. Part A: Interpersonal Skills <ul><li>Chapter 1 </li></ul><ul><ul><li>Communicating at work </li></ul></ul><ul><li>Chapter 2 </li></ul><ul><ul><li>Resolving conflict and negotiating </li></ul></ul>
  4. 4. Communicating at work <ul><li>Topics Discussed : Chapter 1 </li></ul><ul><ul><li>Communication at work </li></ul></ul><ul><ul><li>Skills of a good communicator </li></ul></ul><ul><ul><li>The communication process </li></ul></ul><ul><ul><li>Sending and receiving </li></ul></ul><ul><ul><li>Non-verbal communication </li></ul></ul><ul><ul><li>Questioning skills </li></ul></ul><ul><ul><li>Active listening </li></ul></ul><ul><ul><li>Empathy </li></ul></ul><ul><ul><li>Cultural awareness </li></ul></ul>
  5. 5. What is communication? <ul><li>Communication involves: </li></ul><ul><ul><li>Creating a shared meaning between people </li></ul></ul><ul><ul><li>Reaching a common understanding of an idea or concept </li></ul></ul><ul><ul><ul><ul><li>Person-to-person </li></ul></ul></ul></ul><ul><ul><ul><ul><li>In a small group </li></ul></ul></ul></ul><ul><ul><ul><ul><li>In a meeting </li></ul></ul></ul></ul><ul><ul><ul><ul><li>In an organisation </li></ul></ul></ul></ul><ul><ul><ul><ul><li>In the mass media </li></ul></ul></ul></ul><ul><ul><li>Improving efficiency and job satisfaction </li></ul></ul>
  6. 6. Communication at Work <ul><li>Who did I communicate with? </li></ul><ul><ul><li>Client, colleague … </li></ul></ul><ul><li>Why did I need/want to communicate? </li></ul><ul><ul><li>Collect information, socialise … </li></ul></ul><ul><li>How did I communicate? </li></ul><ul><ul><li>Face-to-face, email … </li></ul></ul>
  7. 7. Skills of a good communicator <ul><li>Good communicators: </li></ul><ul><ul><li>Speak and write clearly </li></ul></ul><ul><ul><li>Listen actively </li></ul></ul><ul><ul><li>Give feedback </li></ul></ul><ul><ul><li>Make eye contact </li></ul></ul><ul><ul><li>Avoid interrupting </li></ul></ul><ul><ul><li>Respect the views of others </li></ul></ul><ul><ul><li>Ask questions </li></ul></ul><ul><ul><li>Use appropriate non-verbal behaviour </li></ul></ul>
  8. 8. The Communication Process
  9. 9. Sending and Receiving <ul><li>Factors affecting the sender and receiver: </li></ul><ul><ul><li>Feelings </li></ul></ul><ul><ul><li>Attitudes </li></ul></ul><ul><ul><li>Values </li></ul></ul><ul><ul><li>Experiences </li></ul></ul><ul><ul><li>Culture </li></ul></ul><ul><ul><li>Self-esteem </li></ul></ul>
  10. 10. Interference <ul><li>The message does not reach the receiver </li></ul><ul><li>The receiver misunderstands the message </li></ul><ul><li>Examples of interference: </li></ul><ul><ul><li>Rank, status, power </li></ul></ul><ul><ul><li>Equipment failure </li></ul></ul><ul><ul><li>Wrong channel </li></ul></ul><ul><ul><li>Ambiguity </li></ul></ul><ul><ul><li>Bias or prejudice </li></ul></ul><ul><ul><li>Emotional state </li></ul></ul><ul><ul><li>Fear of change, denial </li></ul></ul>
  11. 11. Non-verbal Communication <ul><li>Non-verbal communication does not use words. It relies on: </li></ul><ul><ul><li>Eye contact </li></ul></ul><ul><ul><li>Facial expressions </li></ul></ul><ul><ul><li>The way we stand or sit </li></ul></ul><ul><ul><li>Gestures </li></ul></ul><ul><ul><li>The use of personal space </li></ul></ul><ul><ul><li>Voice characteristics </li></ul></ul><ul><ul><li>Spatial arrangements </li></ul></ul>
  12. 12. Questioning <ul><li>Different types of questions help you get the information you need: </li></ul><ul><ul><li>Closed </li></ul></ul><ul><ul><li>Open </li></ul></ul><ul><ul><li>Probing </li></ul></ul>
  13. 13. Active Listening <ul><li>Listen actively to the answers by: </li></ul><ul><ul><li>Attending </li></ul></ul><ul><ul><li>Following </li></ul></ul><ul><ul><li>Reflecting </li></ul></ul><ul><li>Active listening is a skill you learn by PRACTICE. </li></ul>
  14. 14. Listening barriers <ul><li>Barriers to effective listening: </li></ul><ul><ul><li>Interrupting </li></ul></ul><ul><ul><li>Letting your emotions control your listening </li></ul></ul><ul><ul><li>Inadequate background knowledge </li></ul></ul>
  15. 15. Empathy Empathy Uncovers complex needs and concerns Supports confidence and self-knowledge Encourages development and growth Improves relationships
  16. 16. Cultural Awareness <ul><li>Value diversity and create empathy by: </li></ul><ul><ul><li>Valuing others </li></ul></ul><ul><ul><li>Taking other people’s needs, concerns and values seriously </li></ul></ul><ul><ul><li>Showing interest </li></ul></ul><ul><ul><li>Using inclusive language </li></ul></ul><ul><ul><li>Avoiding generalisations and stereotyping </li></ul></ul>

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