Module 08 - Communication
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Module 08 - Communication

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Module 08 - Communication Module 08 - Communication Presentation Transcript

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