Communication SkillsDefining Communication. Section 8.1

Objectives1. The six primary elements of communication

2. How to arrange the setting for a business meeting3. How to use listening skills to improve your

understanding of messages4. Three blocks to listening with understanding

5. Three skills that will help you read with understanding

The Communication ProcessCommunication – The process of exchanging

information, ideas and feelingsAbout 70% of your waking hours are spent

communicatingEffective Communication skills are essential

in interpersonal skills and successful business activities

There are 6 primary elements of communication; senders and receivers, messages, channels, feedback, blocks and setting

Senders and ReceiversEvery message must be sent, received and

understood!Verbal and Non-Verbal means are used to

send and receive messagesSpeaking and Writing – verbalNon Verbal - Body language, facial

expressions, gestures, mannerisms, and movements that communicate our thoughtsFace to Face Conversations – we’re both

senders and receivers

MessageThe message is the substance of any form

of communicationThe information, ideas or feelings the sender

wants to shareEvery word is a verbal symbol with a

meaning that can be understood by others who know the same language

Avoiding slang or technical terms (jargon) increases the chances of your message being understood

ChannelsThe avenues by which the message is

delivered

Face to Face conversations – the channels are sight and sound

Phone conversations – Sound is the channel

Written Word – many messages are delivered in the form of emails, letters, and reports

FeedbackThe receivers response to the message. Its important because it clarifies if the message

was understoodGreatest Opportunity for feedback is face to

face conversations

Blocks ~ 3 Primary Blocks are things that interfere with

understanding the message1. Distractions2. Emotional Blocks3.Planning a Response

More to come!!!!!!!!!!!!

Setting The setting is anywhere communication

takes place

Outdoor setting – Varied and hard to control

Inside settings – Easier to control

One on One conversations – should be in smaller room settings

Listening ~ Apx. 45% of our day!Listening is a mental process that requires using

the brain to assimilate information gathered

Hearing – A physical process that takes place in the ear

“Are you listening to Me”!! Learning to use listening skills is very important to

being an effective communicatorListening helps you to understand the messages you

receive; you need to know what to listen for

Listening SkillsListening helps you to understand the

messages you receive; you need to know what to listen for and what to think about as your listening

Workplace

Workplace Listening Skills1. Identify the purpose – What's the purpose of the meeting?2. Look for a plan – Identify the presentation3. Give feedback; ask questions if unsure4. Search for an interest – improve your performance5. Evaluate the message – are you listening with empathy or

making judgments? Determine what is appropriate for the situation

6. Listen for more than verbal content – what is the speaker’s rate of speech, pitch or volume? This can change the meaning of the presentation.

7. Listen for the conclusion – you may have to take action!8. Take Notes if necessary9. Follow directions; give feedback; ask questions if necessary

Blocks to Listening with UnderstandingSome things interfere or block effective

listening; if you can avoid these blocks you can concentrate on the message

DistractionsInclude noises, environmental factors,

interruptions by other people and competing thoughts in your mind that try to take overMost messages you receive on the job will

be important, practice the discipline of staying focused

Blocks continuedEmotional BlocksThese are biases against the opinions

expressed by the speaker that prevents you from understanding

Planning a ResponseWhen your planning a response you can’t

concentrate on the meaning of the message! Listen to the entire message before replying

Reading A process of trying to understand the message

writtenKnow the Purpose of your Reading

Why are you reading? Reading for pleasure is quite different than

reading for businessBusiness requires knowing and

understanding every word

3 things to do (skills) to help you understand what your reading1. Focus your mind – If it wanders refocus!!2. Form pictures in your mind – this will help

you remember what you read & stay focused

3. Improve your vocabulary – don’t skip over words you don’t understand; use a dictionary, their very helpful!

You may have to understand jargon- specialized or technical terms used by members of a particular industry

Objectives are…………Answer the following in your notebooks1. List the 6 primary elements of

communication2. How can using listening skills help to

improve your understanding of messages?3. What are the three blocks to listening with

understanding?4. List three skills that will help you read with

understanding

Section 8.2 Elements of Speech and WritingObjectives

1. Name the three most common purposes for speaking

2. List the 4 basic patterns for organizing a formal speech

3. Explain the four-step method for training4. Describe proper telephone skills5. Name the three basic considerations in

writing

Speaking ~ What's your point?Most of the time we are speaking to inform,

persuade, or entertain peopleWhatever your job, the clearer you can express

yourself the more effective you will be!

1. Know the purpose – in most casual situations and business meetings the main purpose is to inform; get to the point clearly and quickly

Persuading Others – determine peoples needs by really listening to their concerns

Entertaining Others – more on this later………

SpeakingUsing your voice – your voice will sound

relaxed if you speak in a medium, even toneSpeak loudly enough to be heard without

yelling at your listenersVary your inflections by stressing certain

words or syllablesVariations in speed and loudness may help

you to communicate in an interesting way

4 Ways to organize a formal speechWhen you give an oral presentation you will

most likely need to inform or persuade your audience

The use of good body language – gestures, movements and mannerisms and good eye contact will help you be effective

Formal Speeches begin with an opening (statement) and ends with a closing statement.

There are four basic patterns you can use in between

4 Ways to organize a Formal Speech1. Enumeration – This is listing several items in order;

“There are three things I want to tell you, the first thing is”……….

2. Generalization with Example – These are statements that are accepted as true by most people – to make a point. Use evidence to back up your statement; it will be more credible

3. Cause and Effect – You lead the listener from the cause of something to the effect. This is used with many topics

4. Compare and Contrast – This method is used to explain new concepts by showing they are similar to something your listeners already know

Training 1. Explain the task to be performed2. Demonstrate how to perform the task by

actually doing it yourself3. Let the other people perform the task4. Critique the performance, give feedback;

make sure the trainee feels confident

Telephone SkillsTelephone Skills are so underrated! Sometimes the 1st contact with a business A “Pleasant” Voice is so important on the phone, your listener cannot

see you like face to face conversations Always answer with a smile (it really makes a difference) and identify

the business Enunciate clearly and speak directly into the phone/mouthpiece – Cell

Phones!!! – Be courteous and don’t interrupt the caller while they are speaking Be prepared to take a message. Make sure you get the correct spelling of the caller’s name, the number where they can be reached, the day, date, time and what the call is in reference to (briefly) Not always easy!! Be patient and friendly

WritingMany people forget most of the message in a

phone conversation within 24 hours!

A written message is a permanent recordWritten messages are hard to ignore; The receiver is more likely to take action if

there is something written, rather than just said in a conversation

Basic Considerations in Writing~Know your reader, your purpose, and know

your subject~Reader – Who’s reading the message and Why?

Purpose – Are you writing to inform, persuade, remind, complain, or inquire about something?

Sometimes it’s more than one reasonSubject – Know it well! Research if needed

Proofread and use spell-check!!

Basic Considerations in WritingA Few More Tips:Always use the receivers name; it makes

people feel better and is endearing!Avoid jargon if the message will be

understood without itAvoid slangDon’t try to use “Big” Words to impress

peopleProofread and use Spell-check

8 Parts of Professional Business Letters1. Return Address – The address of the writer

(letterhead)2. Date line – Do not abbreviate3. Inside Address – Name, title and address of receiver4. Salutation – Greeting; Dear Mr. …..5. Body – Message 6. Closing – A respectful goodbye; Sincerely, Cordially

etc.7. Signature Block – 4 spaces between the closing and

your typed name, signature goes in-between8. Reference Initials – initials of typist and writer

E-MailE-Mail has become the main method of communication in

business for both in-house and outside messagesIt’s fast!! – messages are sent immediatelyCost Effective – Inexpensive VS. Post Office and

Environmentally friendlyTips:Compose E-Mail carefully; appropriate business style

and language should be usedMessages are never private and will exist foreverNever forward an e-mail without the senders permissionSpell-check and proofread

Interoffice Memorandums and Texting…………………..Memos are usually a brief message to several

or all people in your office or departmentE-Mail has replaced memos for the most part

Texting…..Message is often unclear; no face- to-face, no

listening, many words are abbreviated and a lot of “slang”

Messages are often misunderstood