Communication in the workplace


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Communication in the workplace

  1. 1. Interpersonal Communicating in the Workplace
  2. 2. Adults Spend 50% of their Waking Hours at Work Work All other activities
  3. 3. The Cover Letter – should be tailored to each job posting <ul><li>Always address the letter to the person with the authority to hire you. </li></ul><ul><li>Include where and how you found out about the position. </li></ul><ul><li>Explain your specific interest in the position. </li></ul><ul><li>List your particular skills and your unique qualifications for this position. </li></ul><ul><li>Request an interview. </li></ul>
  4. 4. Resume <ul><li>Contact information </li></ul><ul><ul><li>name, address, telephone number </li></ul></ul><ul><li>Job objective </li></ul><ul><li>Employment history </li></ul><ul><li>Education </li></ul><ul><li>Military experience </li></ul><ul><li>Relevant professional certifications and affiliations </li></ul><ul><li>Community activities </li></ul><ul><li>Special skills </li></ul><ul><li>Interests and activities </li></ul><ul><li>References </li></ul>
  5. 5. Cover Letters and Resumes Communicate <ul><li>List information clearly. </li></ul><ul><li>Use a consistent format including margins, indention, spacing, etc. </li></ul><ul><li>Proofread so that they are error free. </li></ul><ul><li>Use good-quality paper (Or, if you are sending via e-mail, use a simple, clear format). </li></ul>
  6. 6. Preparing for the Interview <ul><li>1. Learn about the company’s services, products, ownership and financial health. </li></ul><ul><li>2. Practice interviewing. </li></ul><ul><li>3. Dress conservatively. </li></ul><ul><li>4. Plan to arrive early. </li></ul><ul><li>5. Look at the interviewer and listen actively. </li></ul>
  7. 7. During the Interview <ul><li>1. Make eye contact and listen actively </li></ul><ul><li>2. Give yourself time to think before answering a question. </li></ul><ul><li>3. Ask questions about the type of work you will be doing. </li></ul><ul><li>4. Show enthusiasm for the job. </li></ul><ul><li>5. Do not engage in long discussions of salary. </li></ul><ul><li>6. Do not harp on benefits. </li></ul>
  8. 8. Interviewing Others <ul><li>A well-planned interview comprises a list of questions that are designed to get the needed information. </li></ul>Microsoft Photo
  9. 9. Interview Questions <ul><li>Open – broad based questions that require whatever response the interviewee wants </li></ul><ul><li>Closed – require very brief answers </li></ul><ul><li>Neutral – allow interviewee to give an undirected answer </li></ul><ul><li>Leading – phrased to suggest the interviewer has a preferred answer </li></ul><ul><li>In most interviews neutral questions are preferred </li></ul>
  10. 10. Interview Questions (continued) <ul><li>Primary – open or closed questions that the interviewer plans ahead of time </li></ul><ul><li>Secondary (follow-up) – planned or spontaneous questions that are designed to pursue the answers given to primary questions </li></ul>
  11. 11. Closing the Interview <ul><li>Explain what will happen next and how the information gathered will be used. </li></ul><ul><li>Explain the procedures for making decisions. </li></ul><ul><li>Let the interviewee know how feedback will be given on the decision. </li></ul><ul><li>Thank the interviewee for their time and interest. </li></ul>
  12. 12. Communicating with Supervisors and Subordinates <ul><li>Skillful listening </li></ul><ul><li>Perception checking </li></ul><ul><li>Describing,questioning, paraphrasing </li></ul><ul><li>Asking for feedback </li></ul><ul><li>Asserting yourself </li></ul>Effective conversations and relationship development are based on:
  13. 13. Communicating with Customers and Clients Boundary-Spanning Roles <ul><li>Customer service providers need to have refined communication skills: </li></ul><ul><ul><li>Empathizing </li></ul></ul><ul><ul><li>Listening </li></ul></ul><ul><ul><li>Responding effectively to conflict </li></ul></ul><ul><ul><li>Using equality oriented language </li></ul></ul>
  14. 14. Leadership Exerting influence to help subordinates, co-workers and clients reach their goals
  15. 15. Leadership Styles – behavioral patterns used by a person when trying to lead <ul><li>Task Orientation – exercise more direct control, determine what needs to be done and how to go about doing it </li></ul><ul><li>People Orientation – make suggestions but encourage group members to take initiative </li></ul>
  16. 16. Comparison of Styles <ul><li>Task-oriented </li></ul><ul><li>More work is done </li></ul><ul><li>May create discontent </li></ul><ul><li>People oriented </li></ul><ul><li>Motivation and originality are greater </li></ul><ul><li>More friendliness is shown </li></ul>The least amount of work is done when no leadership exists.
  17. 17. Leadership Success depends on: <ul><li>How good the leader’s interpersonal relations are with the group </li></ul><ul><li>How clearly defined the goals are </li></ul><ul><li>What degree the group accepts the leader as having legitimate authority to lead </li></ul>-Friedler
  18. 18. Preparing for Leadership <ul><li>Have knowledge of particular tasks. </li></ul><ul><li>Develop mental models for managing. </li></ul><ul><li>Work harder than anyone else. </li></ul><ul><li>Be personally committed to group goals and needs. </li></ul><ul><li>Be willing to be decisive. </li></ul><ul><li>Develop people as well as task skills. </li></ul>
  19. 19. Coaching Others at Work <ul><li>Be technically adept and a keen observer </li></ul><ul><li>Analyze and supply specific suggestions for improvement </li></ul><ul><li>Create a supportive problem-solving environment </li></ul>Microsoft Photo
  20. 20. Counseling Others at Work <ul><li>Assure confidentiality </li></ul><ul><li>Be an empathetic listener </li></ul><ul><li>Help colleagues find help </li></ul>Microsoft Photo
  21. 21. Leading Group Discussions <ul><li>Agenda – an outline of the topics that need to be covered at a meeting </li></ul><ul><li>Unless group members get an agenda ahead of time, they won’t be able to prepare for the meeting. </li></ul>
  22. 22. Gatekeeping Ensuring that all group members have an equal opportunity to speak. Three common patterns of group communication.
  23. 23. Questioning Appropriately <ul><li>To initiate discussion </li></ul><ul><li>To focus discussion </li></ul><ul><li>To probe for information </li></ul><ul><li>To deal with interpersonal problems that develop </li></ul>
  24. 24. Summarizing and Consensus <ul><li>It is the responsibility of the leader to: </li></ul><ul><ul><li>Summarize the discussion </li></ul></ul><ul><ul><li>Pinpoint areas of agreement </li></ul></ul><ul><ul><li>Pinpoint areas of disagreement </li></ul></ul><ul><ul><li>Clearly state the group consensus and ask for agreement </li></ul></ul>
  25. 25. How can this group’s communication become more effective? Microsoft Photo