Chapter 8 communication part b

1. Communication

2. What is communication? Communication is the passing of a message from one person to another.

3. Methods of Communication Written Oral Non-verbal

4. The Communication Process Sender has a message He looks so blur! Hey! Wake up! Sender sends his message by shouting Receiver gets the message What happened ?!? 1 2 3

7. The Communication Process SENDER RECEIVER METHODS OF COMMUNICATION NOISE FEEDBACK Effective ~ Communication is a two-way process ~

8. Causes of Ineffective Communication Language used Inappropriate communication method Information overload Can you think of other causes of ineffective communication?

9. Importance of Effective Communication Happy workers 3 A positive business image 4 Successful business relationships 1 Satisfied customers 2

10. Aspects of Effective Communication Good oral skills Good listening skills Good writing skills

11. Aspects of Effective Speaking Content Clarity Tone Presentation

12. Aspects of Effective Listening Taking note of details correctly Attentive listening Active listening

13. Aspects of Effective Writing Punctuation Spelling Clarity Presentation (layout, format, handwriting)

14. Flow of Communication in the Office Upwards E.g., Jason needs to submit his report to his boss by 9 am Downwards E.g., Jason needs to tell John what he needs to do Horizontal E.g., Jason discusses with Joseph the task they need to work together

15. Give an example each for the 3 ways communication flows in the class. If the teacher instruct the whole class to do a piece of homework, what is the direction of flow of communication? Let's work out! Teacher Class Chairperson Student A Student B

16. Communication in the Business Setting Writing business correspondence Using networks (e.g., e-mail and Internet) Receiving and making calls Taking messages Receiving visitors Can you classify them under different methods of communication?

17. Different Types of Written Communication Types of Documents Internal External Documents used to deal with external parties Documents used within an organisation

20. What is a network system? The linking up of computers such that users that are linked up together can share information, equipment and programmes.

21. Types of Network Systems Smallest Largest Intranet Wide Area Network (WAN) Internet Local Area Network (LAN)

23. Electronic Mail A system of preparing and sending / receiving messages from one computer to another using mailboxes. Used to store e-mail until the user is ready to read them

26. “ Netiquette” (Internet Etiquette) Set priority of mail (depends on the urgency of the mail) Acknowledge receipt of message requiring information from you even if no (immediate) answer can be given Fill in the “subject” when sending e-mail

27. Telecommunication Skills Calls that are misdirected Callers who speak in a manner which is not easy to understand Outgoing local and international calls Calls that are to be re-directed / transferred Calls that are to be put on hold Nuisance / difficult callers Incoming calls You need to know how to handle …

28. What does good telecommunication skills involve? Speaking effectively Listening effectively Being pleasant Taking clear messages Respecting confidentiality Do you have these skills?

29. Handling Incoming Calls Smile as you greet the caller Ring! Ring! Good morning. Woodgrove Secondary, Shirley speaking. May I know who am I speaking to?

30. Handling Incoming Calls (cont’d) Hi, I’m Mrs Wong. I am calling to find out whether my son attended school today. May I have the name of your son and the class he is in, Mrs Wong?

31. Handling Incoming Calls (cont’d) He’s name is Raymond Wong from class 1N2. Please hold on while I get the information for you, Mrs Wong.

32. Handling Incoming Calls (cont’d) Based on the school record, your son has reported for school but he is late. Oh! I see. Thank you very much. Thank you for calling Mrs Wong. Goodbye.

33. Handling Incoming Calls (cont’d) What if the information is not available immediately? He’s name is Raymond Wong from class 1N2. I’m afraid the morning assembly is still on, the attendance books are not in yet. Can I call you back later when I have the information please?

34. Handling Incoming Calls (cont’d) Oh, in that case, I’ll call back later. Thanks. Thank you for calling, Mrs Wong. Bye.

35. Handling Incoming Calls (cont’d) What if the call is from someone who is available? Hi, I’m Mrs Wong. Can I speak to the form teacher of 1N2, Mrs Subramaniam, please? May I know the purpose of your call, Mrs Wong?

36. Handling Incoming Calls (cont’d) It is regarding my son, Raymond’s results this term. Please hold on while I transfer you to Mrs Subramaniam. Mrs Maniam, Raymond’s mother is on the line. She likes to talk to you about her son, Raymond’s results.

37. Handling Incoming Calls (cont’d) What if the call is for someone who is not available? Possible Answer 1 Hi, I’m Mrs Wong. Can I speak to the form teacher of 1N2, Mrs Subramaniam, please? I’m afraid Mrs Maniam is having a class now. Would you like to speak to another teacher instead?

38. Handling Incoming Calls (cont’d) Possible Answer 2 What if the call is for someone who is not available? Hi, I’m Mrs Wong. Can I speak to the form teacher of 1N2, Mrs Subramaniam, please? I’m afraid Mrs Maniam is having a class now. Can I be of help to you Mrs Wong?

39. Handling Incoming Calls (cont’d) Possible Answer 3 What if the call is for someone who is not available? Hi, I’m Mrs Wong. Can I speak to the form teacher of 1N2, Mrs Subramaniam, please? I’m afraid Mrs Maniam is having a class now. Would you like to call back later, at around 2 pm, Mrs Wong?

40. Handling Incoming Calls (cont’d) Possible Answer 4 What if the call is for someone who is not available? Hi, I’m Mrs Wong. Can I speak to the form teacher of 1N2, Mrs Subramaniam, please? I’m afraid Mrs Maniam is having a class now. Can she call you back when she returns, Mrs Wong?

41. Handling Incoming Calls (cont’d) What if the call is for someone who is not available? Possible Answer 5 Hi, I’m Mrs Wong. Can I speak to the form teacher of 1N2, Mrs Subramaniam, please? I’m afraid Mrs Maniam is having a class now. Can I take a message, Mrs Wong?

42. Taking Messages Step 1 Listen carefully for the information given Write down the information immediately Step 2 Repeat the information to check for accuracy Step 3 Pass message as soon as possible to the intent receiver Step 4 Check to ensure that message is received and understood Step 5 Can I take your message?

43. Taking Messages (cont’d) Name of caller Telephone number Time & date of call Details of message Name of receiver of message Name of recorder of message Key information to include…

44. What are missing from this Telephone Message Form? Design a Telephone Message Form for use in the school. Let's work out!

45. Handling Difficult Callers I want to talk to your BOSS!!! How would you handle such a situation?

46. Outgoing Calls Before making the call… What do I want to say? What is the number to dial? Who am I going to speak to?

47. Outgoing Calls (cont’d) Identify yourself (name, company) Ask for the person you want to speak to State the purpose of your call 1 2 3 When the call is answered…

48. Handling Calls… a Reminder There is no hard and fast rules to good telecommunication. BE FLEXIBLE is the key!

49. Different Types of Calls International calls: calls made to overseas countries other than Malaysia Trunk calls: calls made to the main towns of Malaysia Local calls: calls made within Singapore

50. Different Types of Calls (cont’d) Subscriber Trunk Dialling (STD) calls Allows you to call the main towns in Malaysia directly Telephone number Area code Access code (020)

51. Different Types of Calls (cont’d) International Direct Dialling (IDD) calls Allows you to call overseas directly Telephone number Area code Country code Access code

52. Different Types of Calls (cont’d) Operator-assisted Calls (104) Number-to-number Person-to-person Calls made between Singapore telephone number and the overseas telephone number Calls made between the caller and the specific person or extension of the overseas number Charging starts once the call is answered Charging starts only when the specific person answers the call

53. Different Types of Calls (cont’d) Collect Calls / Reverse Charges The call is paid for by the person who receives the call The steps for making the call is similar to operator-assisted calls The call will only be put through after the operator has confirmed that the person who receives the call agrees to accept the call