Soft Skills for a Digital Workplace: Verbal Soft Skills for a Digital Workplace: Verbal CommunicationCommunication

Unit D:Unit D:Improving Informal CommunicationImproving Informal Communication

ObjectivesObjectives

Communicate informally

Listen actively

Speak persuasively

Negotiate effectively

Manage conflict

ObjectivesObjectives

Participate in meetings

Deal with office politics

Make proper introductions

Improving Informal Improving Informal CommunicationCommunication

Any conversation on the job is still professional communication.

Much of informal communication is one-on-one.

It’s important to identify your purpose and audience.

Listen carefully and be empathetic when expressing your ideas.

Improving Informal Improving Informal CommunicationCommunication

Use informal communication opportunities to: Develop and strengthen personal

relationships Promote yourself Further your ideas and goals

When communicating informally: Be professional Emphasize the positive Overcome obstacles

Improving Informal Improving Informal CommunicationCommunication

Purpose of informal communication within an organization

Listening ActivelyListening Actively

Listening is one of the most important communication skills you can develop.

Most people in the workplace need to improve their listening skills.

Studies suggest that people remember only 25-50% of what they hear in informal communication.

Listening ActivelyListening Actively

By becoming a better listener, you can: Improve your productivity Be more influential Avoid conflicts and misunderstandings

The best way to improve your listening skills is to learn to listen actively.

Listening ActivelyListening Actively

To listen actively: Offer full attention Use nonverbal signals Give the other person feedback Ask effective questions Be open-minded instead of

concentrating on your own agenda

Speaking PersuasivelySpeaking Persuasively

Persuasion is communication that guides other people towards the adoption of an idea or action.

Speaking persuasively and influencing others does not mean deceiving them into doing something they don’t want to do.

You often persuade others to convince them about the importance of their tasks, motivate them to perform, and request assistance and action.

Speaking PersuasivelySpeaking Persuasively

To speak persuasively: Choose your timing Start with an offer Emphasize the benefits Plan for questions and contradictions Mirror the other Do not lie or exaggerate

Negotiating EffectivelyNegotiating Effectively

Negotiation is a form of communication through which two or more people with different needs and goals try to identify a mutually acceptable solution to a problem.

Negotiation is common in business, government, legal, and personal relationships.

Some people are uncomfortable negotiating with others because it confronts conflict.

Negotiating EffectivelyNegotiating Effectively

To negotiate effectively: Claim the right to negotiate Look for solutions acceptable to all sides Establish your goals Identify alternatives Do your homework

Negotiating EffectivelyNegotiating Effectively

Steps for solving problems in negotiations

Managing ConflictManaging Conflict

Conflict is unavoidable in work environments.

Conflict is not necessarily counterproductive.

If you manage conflict, it can: Help to clarify goals Enhance decision making Build teams

Managing ConflictManaging Conflict

If left unresolved, conflict can: Create disruptions in the workplace Reduce morale Affect productivity

Any conflict that poses a threat to others should be addressed immediately.

Managing ConflictManaging Conflict

To manage conflict: Develop perspective Acknowledge the conflict Keep communicating Avoid manipulation and intimidation Focus on the problem, not the individual

Managing ConflictManaging Conflict

Reactions to conflict

Participating in MeetingsParticipating in Meetings

A meeting involves three or more people gathering to exchange information, make decisions, and solve problems.

You should consider the meetings you attend serious business.

Meetings are a major communication channel, a public forum where others evaluate you, and offer opportunities to reach group decisions and build consensus.

Participating in MeetingsParticipating in Meetings

Guidelines for participating in meetings: Arrive early Come prepared to participate Contribute at least one message Allow others to participate Show respect when others have the

floor

Dealing with Office PoliticsDealing with Office Politics

The term office politics describes the interactions and relationships between people within an organization, usually focused on who is gaining or losing power and influence.

Office politics is a regular part of the day-to-day culture of any business.

When used to gain advantage at the expense of others or the well-being of the organization, office politics should be avoided.

Dealing with Office PoliticsDealing with Office Politics

Office politics can be networking behavior that helps you fairly promote yourself and your career.

Career experts believe that becoming involved with office politics helps you: Highlight your skills Draw attention to your accomplishments Promote your success and upward

progress

Dealing with Office PoliticsDealing with Office Politics

Guidelines for dealing with office politics: Learn the company culture Support the company’s goals and

strategic initiatives Avoid taking sides Communicate professionally at all times Treat people with respect

Dealing with Office PoliticsDealing with Office Politics

Communicate professionally at all times

Making Proper IntroductionsMaking Proper Introductions

Making introductions correctly is a professional skill and can set you apart from others.

Introductions make people feel more comfortable in social and business settings.

Proper introductions encourage communication and foster good relationships.

The rule in making introductions is to speak to the most important person first.

Making Proper IntroductionsMaking Proper Introductions

Guidelines for making proper introductions: Introduce others in social settings Introduce others in business settings Introduce clients and customers Introduce one person to a group Introduce yourself

Making Proper IntroductionsMaking Proper Introductions

Introductions at a meeting

Technology@Work: Technology@Work: Microblogging ToolsMicroblogging Tools

A microblog is an online service that lets you exchange very short messages with others by combining the features of blogging, text messaging, and social networking.

The most popular microblog is Twitter.

Critics say microblogging is another electronic distraction in a world full of them.

Technology@Work: Technology@Work: Microblogging ToolsMicroblogging Tools

In business, you might use Twitter to communicate with others in your organization or search for for Twitter users who fit the profile of your typical customer or client.

Technology@Work: Technology@Work: Microblogging ToolsMicroblogging Tools

Getting started with Twitter: Create a Twitter account Add a personal photo Provide a short, biographical description Post messages, or tweets Follow others

SummarySummary

Follow the guidelines for informal communication

Work on listening actively to improve listening skills

Speaking persuasively is an important skill to acquire in business

Negotiation is common in business and shouldn’t be avoided

Managing conflict is critical to keep an organization operating smoothly

SummarySummary

Follow the guidelines for participating in meetings

Dealing with office politics is unavoidable

Make proper introductions