Communication - myCSU – Columbia Southern University · PDF file•Informal...

Copyright © 2016, 2013, 2011 Pearson Education, Inc. 1

9Communication


TRUST

HONESTY

INFORMATION


After studying these topics, you will benefit by:

• Demonstrating knowledge of the communication

process and the impact effective communication has

on workplace and career success

• Stating the primary communication media and their

appropriate uses

• Considering the importance word choice and effective

listening have in verbal communication

• Describing the primary methods of nonverbal

communication


After studying these topics, you will benefit by (cont.):

• Identifying the appropriate written communication

to use in various workplace situations

• Explaining the purpose and process of effective

documentation

• Developing the elements of effective presentations


COMMUNICATION AT WORK

• Effective communication is vital to business

– Required attention and protocol

– Know what, when, and how to communicate

– Improving communication skills is an ongoing

process


WORKPLACE COMMUNICATION

Channels

• Communication: the process of a sender

transmitting a message to a receiver with the

purpose of creating mutual understanding

• Information is power

– Share appropriate, timely, and accurate

information


TOPIC SITUATION

Sarah’s Communication

TOPIC RESPONSE:

What type of information do employees need to

know?



Channels

• Formal communication: occurs through the

formal (official) lines of authority

– Vertical communication - down or up the

organization chart

– Horizontal communication - occurring among

individuals at the same or close organizational

levels



Channels

• Informal communication: occurs among

individuals without regard to the formal lines of

authority

• Grapevine: informal network where employees

discuss workplace issues of importance

– Not 100% accurate

– Do not contribute negative information

– Clarify inaccurate information/rumors



Channels

• Gossip: an informal communication network

where personal information about individuals is

shared that is hurtful and inappropriate

– Disrespectful

– Immature and unprofessional

– Defend coworkers

– Clarify information


THE COMMUNICATION PROCESS

• The process of a sender transmitting

a message to an individual (receiver)

with the purpose of creating mutual

understanding




• Sender: individual conveying a message

– Encoding: process of sender identifying

how the message will be sent

• verbal, nonverbal, or written



• Receiver: individual that receives and

decodes the message

– Decoding: how the receiver interprets the

message that was sent

– Feedback: a response to a sender based

on the receiver’s interpretation of the

message



• Barriers

– Clearly identify the message to be sent

– Determine how best to sent the message

– Noise

• Noise: anything that interrupts or interferes

with the communication process (audible or

not)


TALK IT OUT

Identify the noises you experience

during class


TOPIC SITUATION

Keira with Noise

TOPIC RESPONSE:

How could Keira have been more open

to the speaker?



Media

Verbal

Nonverbal

Written


VERBAL COMMUNICATION AND

LISTENING

• Verbal Communication: the process of

using words to send a message

– Identify words that are appropriate

• Not too basic

• Not intimidating or arrogant

– Use proper English and grammar

– Watch speed of speaking and tone


VERBAL COMMUNICATION AND

LISTENING

• Listening: the act of hearing attentively

– Active listening: the receiver provides full

attention without distraction

– Passive listening: the receiver is selectively

hearing parts of the message, focused more on

his or her response

– Non-listening mode: allowing emotions,

noise, or preconceptions to impede

communication


TALK IT OUT

Name situations where it is easy to be in non-listening mode. What can an individual do to improve his or her listening skills in such situations?


NONVERBAL COMMUNICATION

• Nonverbal communication: what is

communicated through body language

– Eye contact

– Facial expressions (smiles or frowns)

– Body positioning

– Proxemics (space)

– Silence



• Eye contact

– Communicates honesty and sincerity

– Communicates confidence

– Don’t stare or make receiver uncomfortable

– Be aware of response

• Facial expressions (smiles or frowns)

– Be aware of the situation



• Body positioning

– Crossed arms

• Physically cold, angry, or uninterested

• Keep arms at your side

• Do not put hands in pockets

– Touching (except handshakes) is not

acceptable



• Proxemics (space): the study of distance

(space) between individuals and is also an

important factor in body language

– Normal is 1 ½ feet around

– Standing too close may imply intimacy or

intimidation

– Interpret body language from receiver


NON-VERBAL COMMUNICATION

• Silence

– An effective and powerful communication tool

– Communicates listening

– Provides time for clarification

– Recognize times when it is appropriate

• Conflict and negotiation



• Emotion

– Make every attempt to not become emotional

at work

– Find a private area to deal with emotion

– Emotions take away our ability to think logically

– Display of anger in the workplace is

inappropriate

– Practice effective stress management and think

before responding


WRITTEN COMMUNICATION

• Written Communication: a form of

business communication that is printed,

handwritten, or sent electronically

– Receiver draws conclusions based upon

grammar, vocabulary, presentation, and

formatting used in written communication

– Common forms include letters, memos, and

electronic messages

– Other forms are texts, blogs, or wikis



• Professional, formal, and well-presented

• Error-free

• Clear message with carefully chosen words

• With the exception of handwritten thank-you

notes, written business communication

should be keyboarded



• Plan your message

– Identify what you want to communicate

– To whom you need to communicate

– What desired action you want

• Keep free from anger or negativity

• Keep correspondence short and simple

– Delete unnecessary words

• Share only with individuals who need to

know


BUSINESS LETTERS

(Fig. 9-2 and 9-3)

• Business letter: formal written form of

communication used when message is being

sent to an individual outside the organization

• Use proper business format (may vary)

– Send on company letterhead or as an

attachment to e-mail

– Error-free

– Proofread, sign, and date prior to mailing

– Use company #10 mailing envelope


BUSINESS MEMOS (Fig. 9-5 and 9-6)

• Business Memo: a formal form of written

business communication sent to a receiver

within an organization

– Used for internal communication

– Include receiver’s name, date, and subject

– Include all facts, but be brief

– Memos normally are no longer than one page

– Templates are commonly used


HANDWRITTEN NOTES

• Personal form of communication

– Special events in career or personal life

– Use pen and note card

– Just a few sentences

– Use to acknowledge or encourage others

• Thank you builds relationships

– Does something kind that takes more than five

minutes of their time, or gives you a gift

• Deliver as soon as possible


DOCUMENTATION

• Documentation: A formal record of events or

activities

– Employee evaluations

– Client billing

– Business operations

– Workplace injury

– Angry customer

– Employee conflict


DOCUMENTATION

• Describes the who, what, when, where, and

why of a situation

• Depending on situation:

– Include who was present/witnesses

– Note how people behaved or responded to the

event

• Include date, time, and location of the event

• Can be electronic or written

• Keep in confidential location


PRESENTATIONS

• Both formal and informal presentations are a

normal workplace event

• Rich in media

– Written, verbal, visual, nonverbal

• Successful presentations:

– Begin with a goal

– Ensure each word, visual aid, activity, and

handout supports the presentation goal

– Outline key points


PRESENTATIONS

• Three elements of formal presentations

– Verbal content

– Visual content

– Support content


PRESENTATIONS

• Verbal content

– Provides primary message

– Do not directly read, speak clearly and slowly

using professional and appropriate language

– Face audience, do not block visual

– Beware of verbal and nonverbal nervous gestures

– Dress professionally


PRESENTATIONS

• Visual content

– Anything the audience will view or any activity the

audience will perform during the presentation

– Pre-test technology and equipment

– Keep activity simple and non-distracting

• Support content

– A handout that reinforces verbal and visual

– Professional and visually appealing

• Practice makes perfect!


SLANG AND FOUL LANGUAGE

• Slang: an informal language used among a

particular group

– Avoid using slang in the workplace – including

verbal and written communications

• It is not appropriate to use foul language

– If you slip, immediately apologize


THINK ABOUT IT

What slang terms do you use in text messages

that may be offensive to others?


POTENTIALLY OFFENSIVE NAMES

• Names that could be considered sexist and

offensive are inappropriate in a business

setting

• Using inappropriate names toward coworkers

will expose you and your company to a

potential sexual harassment lawsuit


POTENTIALLY OFFENSIVE NAMES

• Instead of:

– Postman

– Policeman

– Waitress

– Stewardess

– Maid

• Use:

– Postal carrier

– Police officer

– Server

– Flight attendant

– Housekeeper


NOT ALWAYS ABOUT YOU

• There is one word that often dominates our

vocabulary, “I”

• When you are using verbal communication,

think before you speak; if your initial sentence

includes I, try to rephrase your message

• Focus the conversation on others

Date post:	18-Mar-2018
Category:	Documents
Upload:	doanlien
View:	222 times
Download:	3 times

Communication - myCSU – Columbia Southern University · PDF file•Informal...

Documents