7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 1/29

KEY TO EFFECTIVECOMMUNICATION IN

THE WORKPLACE

SHYRELL C. ABELO

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 2/29

LEARNING OBJECTIVES

After completing this workshoppresentation, you will be able to:

1. Develop an awareness of o!r personal"# an$%o&&!n"%a#"on #en$en%"es

'. Learn (ow #o l"s#en &ore effe%#"vel #o o#(ers

). E*press o!rself "n a &ore %lear an$ spe%"f"% wa

+. Appre%"a#e #(e power of e&o#"ons

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 3/29

 AGENDA

, -HAT IS EECTIVE

CO//0NICATION

, -HAT ARE EECTIVE

CO//0NICATION S2ILLS

, BARRIERS TO CO//0NICATE IN

THE -OR23LACE

, 4 C5S O -OR23LACECO//0NICATION

, TI3S TO /A2E CO//0NICATION

EECTIVE

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 4/29

-HAT IS CO//0NICATION

, I# "s an e*%(an6e of "$eas7 feel"n6s an$ "nfor&a#"on 8

spea9"n67 wr"#"n67 s&8ol"% or 8e(av"oral.

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 5/29

EECTIVE CO//0NICATION

, I# "s all a8o!# %onve"n6 o!r &essa6es #o o#(er people

%learl an$ !na&8"6!o!sl.

, I#5s also a8o!# re%e"v"n6 #(e "nfor&a#"on #(a# o#(ers are

sen$"n6 #o o!7 w"#( as l"##le $"s#or#"on as poss"8le

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 6/29

-HEN DOES CO//0NICATION BECO/ES

EECTIVE

, 3AST E:3ERIENCES SHA3E CO//0NICATION

STYLE

, S2ILL0L LISTENING

,

E:3RESSING YO0RSEL, I/3ACT O E/OTIONS

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 7/29

7 C’s OF WORKPLACE COMMUNICATION

, CO/3LETE

, CLEAR

, CO0RTESY

, CORRECT, CONCISE

, CONSIDERATION

, CREATIVITY

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 8/29

ELEMENTS OF COMMUNICATION PROCESS

, SENDER ; #(e person w(o "s "n#en$e$ #o %onve "#s

&essa6e

, /ESSAGE ; #(e "nfor&a#"on #(a# #(e sen$er wan#s #o

#rans&"#

, NOISE OR INTERERENCE ; #("n6s %(an6"n6 #(e

"n#en$e$ &ean"n6., 3(s"%al < e*#ernal no"se =%ar (orns7 ("6( so!n$ of ra$"o7 !npleasan# s&ell7

wea#(er %on$"#"on7 e#%.>

, /en#al < "n #(e (!&an &"n$s7 &en#al &o$els "&pa%# or 8lo%9 #(e &ean"n6 of

&essa6e

, L"n6!"s#"% < #(e $"fferen# "n#erpre#a#"on of wor$s

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 9/29

ELEMENTS OF COMMUNICATION PROCESS

,  ; #(e person w(o "s "n#en$e$ #o %onve "#s &essa6e

, /ESSAGE ; #(e "nfor&a#"on #(a# #(e sen$er wan#s #o

#rans&"#

,

NOISE OR INTERERENCE ; #("n6s %(an6"n6 #(e"n#en$e$ &ean"n6., 3(s"%al < e*#ernal no"se =%ar (orns7 ("6( so!n$ of ra$"o7 !npleasan# s&ell7

wea#(er %on$"#"on7 e#%.>

, /en#al < "n #(e (!&an &"n$s7 &en#al &o$els "&pa%# or 8lo%9 #(e &ean"n6 of

&essa6e

, L"n6!"s#"% < #(e $"fferen# "n#erpre#a#"on of wor$s

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 10/29

CO//0NICATION 3ROCESS

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 11/29

CO//0NICATION

, All &essa6es $o no# rea%( #(e re%e"ver $!e #o ?$"s#or#"on@

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 12/29

CO//0NICATION S2ILL

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 13/29

CO//0NICATION S2ILL

, VERBAL ; #(e wor$s we %(oose

, 3ARAVERBAL ; (ow we sa #(e wor$s

, NONVERBAL ; o!r 8o$ lan6!a6e

, LISTENING

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 14/29

LISTENING S2ILL =fas# fa%#s>

, -e l"s#en a# 1'' wp&7 #("n9 a# 1) wp&

, 4 of #(e #"&e we are $"s#ra%#e$7 preo%%!p"e$ or

for6e#f!l

, ' of #(e #"&e we re&e&8er w(a# we (ear 

, /ore #(an ) of 8!s"nesses #("n9 l"s#en"n6 "s a #op s9"ll

for s!%%ess

, Less #(an ' of people (ave (a$ for&al e$!%a#"on w"#(

l"s#en"n6

 YO0 /0ST CHOOSE TO 3ARTICI3ATE IN THE

3ROCESS O LISTENING

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 15/29

BARRIERS TO EECTIVE LISTENING

, 3(s"olo6"%al Barr"ers

, Env"ron&en#al Barr"ers

, A##"#!$"nal Barr"ers an$ false ass!&p#"on

, So%"o C!l#!ral D"fferen%es, La%9 of Tra"n"n6

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 16/29

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 17/29

 ACTIVE LISTENING ; + STE3S

, L"s#en

, !es#"on

, Refle%# ; 3arap(rase

, A6ree

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 18/29

G0IDELINES OR EECTIVE LISTENING

, Be prepare$ #o l"s#en

, Be "n#eres#e$

, 2eep an open &"n$

, L"s#en for #(e &a"n "$eas, L"s#en %r"#"%all

, Res"s# $"s#ra%#"on

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 19/29

DONT5S O LISTENING

, Earl $"s&"ssal of a s!8Fe%# as !n"n#eres#"n6

, Avo"$"n6 $"ff"%!l# l"s#en"n6

, Cr"#"%""n6 $el"ver or p(s"%al appearan%e

, a9"n6 a##en#"on, L"s#en"n6 onl for fa%#s

, J!$6"n6

, Loo9"n6 Bore$

, Yawn"n6 $!r"n6 %onversa#"on

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 20/29

LISTENING ; one #o one

, T(e l"s#ener 9eeps loo9"n6 a# #(e spea9er 

, T(e l"s#ener5s 8o$ "s "n open pos"#"on

, T(e l"s#ener "s s&"l"n6 w"#( a pleasan# an$ en%o!ra6"n6

e*press"on

, L"s#ener loo9s rela*e$ 8!# aler#7 ne"#(er #ense nor

slo!%("n6

, L"s#ener !##ers (!&&"n6 so!n$s

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 21/29

NONVERBAL CO//0NICATION

I# refers #o #(e p(s"%al #("n6s we $o #(a# sen$ &essa6es #o

o#(ers

, EYE CONTACT

, ACIAL E:3RESSION

, GEST0RES

, 3OST0RE AND BODY ORIENTATION

, 3RO:I/ITY

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 22/29

-HAT O0R /OVES CONVEY

, AR/S HEADS

ar&s fol$e$ #"6(#l =no# re%ep#"ve>

(an$ wr"66l"n6 =nervo!sness>

ar& over 8a%9 of %(a"r =nee$ for $o&"nan%e>LEGS

%ross"n6 le6s (as $evas#a#"n6 effe%#

o!# of ' v"$eo#ape$ sales &ee#"n6s7 no# one sale

was &a$e 8 people w(o (a$ #(e"r le6s %rosse$=so!r%e< How #o Rea$ a 3erson l"9e a Boo9 8 Gerar$

I. N"ren8er6 an$ Henr Calero

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 23/29

-HAT O0R /OVES CONVEY

DO/INANCE 3O-ER

&a9"n6 p"er%"n6 ee %on#a%#

p!##"n6 (an$s 8e("n$ (ea$ or ne%9

pla%"n6 (an$s on ("psS0B/ISSION NERVO0SNESS

f"$6e#"n6

&a9"n6 &"n"&!& ee %on#a%#

#o!%("n6 (an$s #o fa%e7 (a"r7 e#% !s"n6 8r"ef%ase #o 6!ar$ 8o$

%lear"n6 #(roa#

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 24/29

-HAT O0R /OVES CONVEY

CONIDENCE7 COO3ERATION AND HONESTY

lean"n6 forwar$

9eep"n6 ar&s an$ pal&s open

&a"n#a"n"n6 6rea# ee %on#a%# pla%"n6 fee# fla# on floor 

s"##"n6 w"#( le6s !n%rosse$

s&"l"n6

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 25/29

3ARAVERBAL CO//0NICATION

, Vo"%e Tone

, Vol!&e

, Ra#e of Spee%(

3ARAVERBAL CO//0NCATION "s (ow we sa

so&e#("n67 no# w(a# we sa.

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 26/29

3ARAVERBAL CO//0NICATION

, One sen#en%e %an %onve en#"rel $"fferen# &ean"n6s

$epen$"n6 on #(e e&p(as"s on wor$s an$ #(e #one of

vo"%e.

E:A/3LE<

I didn’t tell -en6 o! were "n%o&pe#en#.

I $"$n5# #ell -en6 o! were inco!etent.

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 27/29

 ATTRIB0TES O GOOD ORAL

CO//0NICATION

, So!n$s an$ so!n$ %o&8"na#"ons

, S#ress

, R(#(&

,In#ona#"on

, Spee$< pa!s"n6

, Clar"# of ar#"%!la#"on

, Vo"%e &o$!la#"on < vol!&e an$ p"#%( var"a#"on =avo"$"n6

&ono#ono!s spee%(>

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 28/29

E:ERCISE

, or pa"rs

, Sele%# one #op"% fro& #(e l"s# 6"ven

, D"s%!ss on #(e s!8Fe%# for #wo &"n!#es

,Bo#( &e&8ers &!s# e*press #(e"r v"ews

, L"s#en7 8e %ons%"o!s a8o!# 8o$ lan6!a6e7 #one7 p"#%( e#%

#o &a9e #(e o#(er person l"s#en w"#( "n#eres#

7/25/2019 Key to Effective Communication in the Workplace

http://slidepdf.com/reader/full/key-to-effective-communication-in-the-workplace 29/29

VERBAL CO//0NICATION