Module 08 - Communication


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Module 08 - Communication

  2. 2. COMMUNICATION OBJECTIVES <ul><li>Understand importance of good communication skills </li></ul><ul><li>Understand how nonverbal communication skills affect overall communication </li></ul><ul><li>Use effective listening techniques </li></ul><ul><li>Use proper oral communication skills </li></ul>
  3. 3. COMMUNICATION OVERVIEW <ul><li>We are constantly in a state of giving and receiving communications. </li></ul><ul><li>Problems occur when one does not receive, or understand, the message sent--or when one subconsciously sends a nonverbal message that contradicts the spoken word. </li></ul><ul><li>This module helps a student understand the importance of good communication skills at school and work. </li></ul>
  4. 4. COMMUNICATION <ul><li>Communication occurs when a sender expresses an emotion or a feeling, creates an idea, or senses the need to communicate. </li></ul><ul><li>Every communicative act is based on the message, which may be either verbal (spoken/written) or nonverbal (body language, appearance, or tone) </li></ul><ul><li>Place and Time also impact the context of the message (Knowing when to make a critical comment) </li></ul>
  5. 5. COMMUNICATION <ul><li>Every message is sent and received through our 5 senses: seen, heard, touched, tasted, smelled. </li></ul><ul><li>Sight and sound are two most frequent communication channels used in our society </li></ul><ul><li>Worst assumption sender can make is that the message will be received as intended. </li></ul><ul><li>Assume that something will go wrong and take steps to prevent that occurrence </li></ul>
  6. 6. COMMUNICATION <ul><li>BARRIERS: </li></ul><ul><ul><li>Language: unclear wording, slang, jargon, the tone. </li></ul></ul><ul><ul><li>Body Language contradicting spoken message </li></ul></ul><ul><ul><li>Wrong channel used to convey message: would not use the phone to relay a lot of statistical information </li></ul></ul><ul><ul><li>Poor Listening Skills </li></ul></ul>
  7. 7. NONVERBAL COMMUNICATION <ul><li>Message we convey to others goes far beyond the words we speak--whatever goes on inside shows outside. </li></ul><ul><li>Over 50% of the meaning others attach to our message comes from tone of voice and body language. </li></ul>
  8. 8. NONVERBAL COMMUNICATION <ul><li>Nonverbal Impact comes from: </li></ul><ul><ul><li>face, body, eyes, clothing, gestures, touch </li></ul></ul><ul><li>To correctly interpret nonverbal signals, look at the whole cluster of signals </li></ul><ul><ul><li>Crossed arms--may mean defiance or just feeling cold--check out other non-verbal clues </li></ul></ul>
  9. 9. NONVERBAL COMMUNICATION <ul><li>The face is the most trustworthy indicator of emotions </li></ul><ul><ul><li>happiness, surprise, fear, anger, joy, sadness, disgust, contempt, interest, concern, embarrassment </li></ul></ul><ul><ul><li>grooming of hair says much about a person’s meticulousness </li></ul></ul>
  10. 10. NONVERBAL COMMUNICATION <ul><li>Eyes convey much of the facial meaning: </li></ul><ul><ul><li>Eye contact-or lack of- tells us something about a person’s confidence, friendliness, honesty, or desire to dominate </li></ul></ul><ul><ul><li>Pupils signify interest (dilate-larger) or disinterest (grow smaller) </li></ul></ul><ul><ul><li>Frowns, scowls, and raised eyebrows might indicate displeasure or intensity </li></ul></ul>
  11. 11. NONVERBAL COMMUNICATION <ul><li>Narrowed eyes suggest anger, irritation or doubt </li></ul>
  12. 12. NONVERBAL COMMUNICATION <ul><li>Body: we draw conclusions before words are ever exchanged based on: </li></ul><ul><ul><li>sex, posture, height, weight, and skin color </li></ul></ul><ul><li>Common Stereotypes: </li></ul><ul><ul><li>Tall people--good leaders </li></ul></ul><ul><ul><li>Overweight people--jolly </li></ul></ul><ul><ul><li>Women--too emotional </li></ul></ul>
  13. 13. NONVERBAL COMMUNICATION <ul><li>We notice how message sender holds body: </li></ul><ul><ul><li>Crossed arms: defensive, defiance, withdrawal </li></ul></ul><ul><ul><li>Hands on hips: goal oriented, ready and able to take something on </li></ul></ul><ul><ul><li>Leaning back in chair: sign of superiority, smugness, authority </li></ul></ul><ul><ul><li>Slouched: humiliation, defeat, submission </li></ul></ul>
  14. 14. NONVERBAL COMMUNICATION <ul><ul><li>Using arms, bodies, and legs to block in others or things can be a sign of territorial feelings </li></ul></ul><ul><ul><li>Turning your shoulder or body slightly away from someone can be a sign or rejection of that person </li></ul></ul>
  15. 15. NONVERBAL COMMUNICATION <ul><li>Appearance discloses info about us: </li></ul><ul><ul><li>Immaculate dress--careful person who attends to detail </li></ul></ul><ul><ul><li>“old-fashioned” dress--very conservative in his/her opinions and values </li></ul></ul><ul><ul><li>Excessive jewelry--possibly displaying signs of a materialistic nature </li></ul></ul>
  16. 16. NONVERBAL COMMUNICATION <ul><li>Our clothing during working hours tells others what we do for a living: </li></ul><ul><ul><li>Blue-collar clothes: designed to help or protect while doing a job </li></ul></ul><ul><ul><li>White-collar clothes: more formal clothes considered appropriate for business but having little to do with protection </li></ul></ul>
  17. 17. NONVERBAL COMMUNICATION <ul><li>Most common form of social physical contact--HANDSHAKE--source of data about another person: </li></ul><ul><ul><li>Indication of welcome, liking, acceptance, and greeting--rude not to accept an offered hand </li></ul></ul><ul><ul><li>Bone-crushing grip: desire to dominate </li></ul></ul><ul><ul><li>Limp grasp: sign of insecurity or negative outlook </li></ul></ul><ul><ul><li>Mechanical pumping/convulsive jerks: suggests mental rigidity, strong will, inflexibility </li></ul></ul>
  18. 18. NONVERBAL COMMUNICATION <ul><li>Better readers of nonverbal messages tend to do the following: </li></ul><ul><ul><li>They look at the totality of cues rather than isolated ones </li></ul></ul><ul><ul><li>They take context (time/place) of the message into account </li></ul></ul><ul><ul><li>They attempt to compensate for their own biases and prejudices </li></ul></ul>
  19. 19. ORAL COMMUNICATIONS <ul><li>Successful Communicators: </li></ul><ul><ul><li>Take full responsibility for success in communication process </li></ul></ul><ul><ul><li>They are certain you understand what they are saying </li></ul></ul><ul><ul><li>They recognize barriers to good communications exist </li></ul></ul><ul><ul><ul><li>speak in simple, grammatical, and understandable terms </li></ul></ul></ul><ul><ul><ul><li>give examples, ask for feedback </li></ul></ul></ul><ul><ul><ul><li>express differently what was said previously </li></ul></ul></ul><ul><ul><li>Without proper listening, communication does not occur </li></ul></ul>
  20. 20. LISTENING SKILLS <ul><li>Effective listening is active participation in a conversation </li></ul><ul><ul><li>Active listener: actually hears; does not assume what is said </li></ul></ul><ul><ul><ul><li>sit or stand alertly; maintain eye contact </li></ul></ul></ul><ul><ul><ul><li>concentrate on words </li></ul></ul></ul><ul><ul><ul><li>makes verbal responses </li></ul></ul></ul><ul><ul><ul><li>summarizes what has been said </li></ul></ul></ul><ul><ul><li>Passive listener: attentive but does nothing to assist the speaker </li></ul></ul>
  21. 21. LISTENING SKILLS <ul><li>Listening Distractions: </li></ul><ul><ul><li>Lag in how fast one can speak and how fast others can listen: </li></ul></ul><ul><ul><ul><li>Do not daydream during lag </li></ul></ul></ul><ul><ul><ul><li>Use the time to organize what is said and relate to the message </li></ul></ul></ul><ul><ul><li>Guard against distractions to message: </li></ul></ul><ul><ul><ul><li>Tune out--speaker’s mannerisms, accent, dress or grooming, language style, or delivery </li></ul></ul></ul><ul><ul><ul><li>Avoid letting first impressions of a speaker color your ability to hear the message </li></ul></ul></ul>
  22. 22. LISTENING SKILLS <ul><li>You cannot learn anything from others if you do all the talking </li></ul><ul><ul><li>Let speakers finish out their own sentences. </li></ul></ul><ul><ul><li>Don’t interrupt to interject your own thoughts </li></ul></ul><ul><ul><li>Pay attention to tone and nonverbal cues </li></ul></ul>
  23. 23. TELEPHONE SKILLS <ul><li>Negative ways lack of telephone etiquette impacts your work ethics: </li></ul><ul><ul><li>We tend to forget that the other person on the other end of the line is a human being </li></ul></ul><ul><ul><ul><li>Easier to be rude </li></ul></ul></ul><ul><ul><ul><li>Anger, irritation, and frustration can be suggested by our one of voice </li></ul></ul></ul><ul><ul><li>Ignoring calls/messages suggests that we are unconcerned about our clients/customers </li></ul></ul><ul><ul><li>Transferring calls without trying to address callers concerns; shows disinterest, apathetic attitude </li></ul></ul>
  24. 24. TELEPHONE SKILLS <ul><li>Speak with a smile in your voice (smile when you answer the phone) </li></ul><ul><li>Voice should be clear and distinct </li></ul><ul><li>Offer to give assistance--however and whenever </li></ul><ul><li>Do not transfer calls blindly without making sure the receiving party can take care of the caller’s problem </li></ul>
  25. 25. TELEPHONE SKILLS <ul><li>Be discreet when using the phone </li></ul><ul><li>Think through requests for info; give out only info that is really needed by caller </li></ul><ul><ul><li>“Mr. Jones is playing golf this afternoon.” </li></ul></ul><ul><ul><li>“Mr. Jones will be in the office tomorrow morning. May I help you or have him return your call?” </li></ul></ul>
  26. 26. TELEPHONE SKILLS <ul><li>Avoid slang in telephone conversations </li></ul><ul><ul><li>yeah--certainly </li></ul></ul><ul><ul><li>bye-bye--goodbye </li></ul></ul><ul><ul><li>Huh?--Would you please repeat that </li></ul></ul><ul><li>When taking telephone messages: </li></ul><ul><ul><li>Get all info: name, date, time, your initials, regarding, phone #’s, etc. </li></ul></ul><ul><ul><li>Repeat message to caller to be certain accurate </li></ul></ul>
  27. 27. TELEPHONE SKILLS <ul><li>If you need to gather info to handle call: </li></ul><ul><ul><li>Ask for permission to put caller on hold </li></ul></ul><ul><ul><li>Offer to call them back if you think you will need extra time </li></ul></ul><ul><ul><li>When you return to phone apologize for having the caller wait for you </li></ul></ul>
  28. 28. TELEPHONE SKILLS <ul><li>How to handle a unhappy or angry caller: </li></ul><ul><ul><li>Let the caller vent </li></ul></ul><ul><ul><li>When they are finished--express your understanding of and concern for the situation </li></ul></ul><ul><ul><li>After venting, caller is more ready to listen and be reasonable </li></ul></ul><ul><ul><li>If venting gets nasty or involves foul language--warn the caller to refrain or that you will hang up. </li></ul></ul>
  29. 29. TELEPHONE SKILLS <ul><li>Treat callers as you would want to be treated yourself. </li></ul><ul><li>Treat them as if they were standing in front of you </li></ul><ul><li>Remember: You are the company’s sole ambassador during the time of the phone conversation </li></ul>