Communication Skills Vcal

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Communication Skills Vcal

  1. 1. Communication Skills • Topics: – Understanding communication: • Verbal • Non-verbal • Listening • Email Etiquette • Conference Call Etiquette • Meeting Etiquette • Conducting Effective Conversations
  2. 2. What is Communication? • Communication is sending or receiving ideas, thoughts or feelings from one person to one or more persons in such a way that, the person receiving it understands it in the same way the sender wants him/her to understand.
  3. 3. The Communication Process The person The specific set of The channel Receivers (or the initiating the words, gestures through audience for the communication, and images that the which the message) - from or broadcasting sender uses to message whom the receiver the message. convey what he or moves. often expects a she wants to say. response. SENDER MESSAGE CHANNEL RECEIVER The response from the receiver to the sender. Context FEEDBACK
  4. 4. Verbal Versus Written Communication Verbal – All Verbal Verbal – Face-To-Face Written Advantages Advantages Advantages o Rapid Delivery o All Advantages of o A record exists of o Flexible Delivery verbal plus: the message o Delivered at o More personal, so o Allows receiver to time/place under better motivation repeat message until control of sender o Allows non-verbal it is fully understood o Allows immediate signals to aid getting o Good for complex or response message across. lengthy messages o Allows receiver to digest message at own pace. Source: Better Business Writing – Maryann V. Piotrowski 1995
  5. 5. Verbal Communication
  6. 6. Verbal Communication Pointers • Make your messages appropriate to the receiver. • Use understandable language but not slang. • Be aware of how long you speak. As a general rule, try to express your message in a limited amount of time (no more than 15 seconds in a normal day-to-day conversation) and then switch to listening. • Focus on one topic at a time. • Try to be positive, even when talking about negative situations.
  7. 7. Rules for Communication 1. Ensure it fits the purpose 2. A.B.C: 3. K.I.S.S 4. Deliver information in 3 stages: Accuracy Keep Introduction Brevity It Main body of content Clarity Short Summary Simple
  8. 8. Non-Verbal Communication
  9. 9. Positive Non-Verbal Communications • Smiling – there is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint. • Eye contact – always look into your customer’s eyes. Directly address customers. • How you look – personal grooming has a big impact on your customers. Let customers know you take seriously your position. • Shaking hands – when shaking hands with a customer a firm and professional handshake is expected.
  10. 10. "Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid." - Doug Firebaugh
  11. 11. Written Communication
  12. 12. Writing? • One of the best methods to communicate • Writing is one of the oldest known forms of communication • In today’s age of information and technology, writing has become a lost art
  13. 13. Why Written Communication? • Creates a permanent record • Allows you to store information for future reference • Easily distributed • All recipients receive the same information • Necessary for legal and binding documentation
  14. 14. Writing Skills? • The ability to write does not require a unique talent or an outstanding mental ability • Everyone has the basic skills necessary to write well • A basic understanding of writing and a commitment to writing well in all situations is needed as a professional
  15. 15. Questions a writer asks • How do I begin? • What is my purpose? • How do I make my point clear? • How do I create a logical flow? • How do I say what I mean? • How do I avoid grammatical errors? • How can I make my message brief? • How can I create a visual effect?
  16. 16. The Writing Process • Planning • Writing • Quality Control
  17. 17. The Writing Process Planning • Keep objectives in mind and research the topic • Think about the audience • Outlining helps organize thoughts
  18. 18. The Writing Process Writing • Follow your outline, use your handbook • Inspiration is acceptable but must be carefully reviewed • Use the interview approach to supplement the outline (who, what, where, when, how)
  19. 19. The Writing Process Quality Control • Reread your work • Be critical of your own work
  20. 20. Considerations while writing • Who? • What? • When? • Why? • Where? • How?
  21. 21. Good Writing • Completeness: all information needed is provided • Correctness: relevant and precise information • Credibility: support your argument • Clarity: should not be vague, confusing, ambiguous • Conciseness: to the point • Consideration: anticipate the reader’s reaction • Vitality: use the active voice rather than the passive voice
  22. 22. Spelling and Grammar • It is important in all business communications to use proper grammar and correct spelling • What you write and how you write could reflect a positive or negative image • Sloppy and/or poorly written communications could be perceived as a lack of caring
  23. 23. Spelling and Grammar Tips • Proofread communications before sending • Use spell and grammar check if available • Make sure to have subject, verb and tense agreement • Ensure proper word usage: affect/effect there/their among/between shall/will can/may than/then
  24. 24. 10 Commandments 1. Know what you want to say before you say it. 2. Keep it simple. 3. Use bullet points. 4. WIIFM (What's in It For Me?) 5. Don't get bogged down 6. Call to action 7. Edit 8. Spell check 9. Take 5 before hitting send 10. Follow up

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