module 08 - communication
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WORK ETHICS MODULE 8
COMMUNICATION
COMMUNICATIONOBJECTIVES Understand importance of good
communication skills Understand how nonverbal
communication skills affect overall communication
Use effective listening techniques Use proper oral communication skills
COMMUNICATION OVERVIEW We are constantly in a state of giving and
receiving communications. Problems occur when one does not receive, or
understand, the message sent--or when one subconsciously sends a nonverbal message that contradicts the spoken word.
This module helps a student understand the importance of good communication skills at school and work.
COMMUNICATION
Communication occurs when a sender expresses an emotion or a feeling, creates an idea, or senses the need to communicate.
Every communicative act is based on the message, which may be either verbal (spoken/written) or nonverbal (body language, appearance, or tone)
Place and Time also impact the context of the message (Knowing when to make a critical comment)
COMMUNICATION
Every message is sent and received through our 5 senses: seen, heard, touched, tasted, smelled.
Sight and sound are two most frequent communication channels used in our society
Worst assumption sender can make is that the message will be received as intended.
Assume that something will go wrong and take steps to prevent that occurrence
COMMUNICATION
BARRIERS: Language: unclear wording, slang, jargon, the
tone. Body Language contradicting spoken message Wrong channel used to convey message:
would not use the phone to relay a lot of statistical information
Poor Listening Skills
NONVERBAL COMMUNICATION Message we convey to others goes far
beyond the words we speak--whatever goes on inside shows outside.
Over 50% of the meaning others attach to our message comes from tone of voice and body language.
NONVERBAL COMMUNICATION Nonverbal Impact comes from:
face, body, eyes, clothing, gestures, touch To correctly interpret nonverbal signals,
look at the whole cluster of signals Crossed arms--may mean defiance or just
feeling cold--check out other non-verbal clues
NONVERBAL COMMUNICATION
The face is the most trustworthy indicator of emotions happiness, surprise, fear, anger, joy, sadness,
disgust, contempt, interest, concern, embarrassment
grooming of hair says much about a person’s meticulousness
NONVERBAL COMMUNICATION Eyes convey much of the facial meaning:
Eye contact-or lack of- tells us something about a person’s confidence, friendliness, honesty, or desire to dominate
Pupils signify interest (dilate-larger) or disinterest (grow smaller)
Frowns, scowls, and raised eyebrows might indicate displeasure or intensity
NONVERBAL COMMUNICATION Narrowed eyes suggest anger, irritation
or doubt
NONVERBAL COMMUNICATION Body: we draw conclusions before words
are ever exchanged based on: sex, posture, height, weight, and skin color
Common Stereotypes: Tall people--good leaders Overweight people--jolly Women--too emotional
NONVERBAL COMMUNICATION We notice how message sender holds body:
Crossed arms: defensive, defiance, withdrawal Hands on hips: goal oriented, ready and able to
take something on Leaning back in chair: sign of superiority,
smugness, authority Slouched: humiliation, defeat, submission
NONVERBAL COMMUNICATION
Using arms, bodies, and legs to block in others or things can be a sign of territorial feelings
Turning your shoulder or body slightly away from someone can be a sign or rejection of that person
NONVERBAL COMMUNICATION Appearance discloses info about us:
Immaculate dress--careful person who attends to detail
“old-fashioned” dress--very conservative in his/her opinions and values
Excessive jewelry--possibly displaying signs of a materialistic nature
NONVERBAL COMMUNICATION Our clothing during working hours tells
others what we do for a living: Blue-collar clothes: designed to help or protect
while doing a job White-collar clothes: more formal clothes
considered appropriate for business but having little to do with protection
NONVERBAL COMMUNICATION Most common form of social physical contact--
HANDSHAKE--source of data about another person: Indication of welcome, liking, acceptance, and
greeting--rude not to accept an offered hand Bone-crushing grip: desire to dominate Limp grasp: sign of insecurity or negative outlook Mechanical pumping/convulsive jerks: suggests mental
rigidity, strong will, inflexibility
NONVERBAL COMMUNICATION Better readers of nonverbal messages tend
to do the following: They look at the totality of cues rather than
isolated ones They take context (time/place) of the message
into account They attempt to compensate for their own
biases and prejudices
ORAL COMMUNICATIONS
Successful Communicators: Take full responsibility for success in communication
process They are certain you understand what they are saying They recognize barriers to good communications exist
speak in simple, grammatical, and understandable terms give examples, ask for feedback express differently what was said previously
Without proper listening, communication does not occur
LISTENING SKILLS
Effective listening is active participation in a conversation Active listener: actually hears; does not assume what is
said sit or stand alertly; maintain eye contact concentrate on words makes verbal responses summarizes what has been said
Passive listener: attentive but does nothing to assist the speaker
LISTENING SKILLS
Listening Distractions: Lag in how fast one can speak and how fast others can
listen: Do not daydream during lag Use the time to organize what is said and relate to the message
Guard against distractions to message: Tune out--speaker’s mannerisms, accent, dress or grooming,
language style, or delivery Avoid letting first impressions of a speaker color your ability
to hear the message
LISTENING SKILLS
You cannot learn anything from others if you do all the talking Let speakers finish out their own sentences. Don’t interrupt to interject your own thoughts Pay attention to tone and nonverbal cues
TELEPHONE SKILLS
Negative ways lack of telephone etiquette impacts your work ethics: We tend to forget that the other person on the other end
of the line is a human being Easier to be rude Anger, irritation, and frustration can be suggested by our one of
voice Ignoring calls/messages suggests that we are
unconcerned about our clients/customers Transferring calls without trying to address callers
concerns; shows disinterest, apathetic attitude
TELEPHONE SKILLS
Speak with a smile in your voice (smile when you answer the phone)
Voice should be clear and distinct Offer to give assistance--however and
whenever Do not transfer calls blindly without making
sure the receiving party can take care of the caller’s problem
TELEPHONE SKILLS
Be discreet when using the phone Think through requests for info; give out
only info that is really needed by caller “Mr. Jones is playing golf this afternoon.” “Mr. Jones will be in the office tomorrow
morning. May I help you or have him return your call?”
TELEPHONE SKILLS
Avoid slang in telephone conversations yeah--certainly bye-bye--goodbye Huh?--Would you please repeat that
When taking telephone messages: Get all info: name, date, time, your initials,
regarding, phone #’s, etc. Repeat message to caller to be certain accurate
TELEPHONE SKILLS
If you need to gather info to handle call: Ask for permission to put caller on hold Offer to call them back if you think you will
need extra time When you return to phone apologize for having
the caller wait for you
TELEPHONE SKILLS
How to handle a unhappy or angry caller: Let the caller vent When they are finished--express your
understanding of and concern for the situation After venting, caller is more ready to listen and
be reasonable If venting gets nasty or involves foul language--
warn the caller to refrain or that you will hang up.
TELEPHONE SKILLS
Treat callers as you would want to be treated yourself.
Treat them as if they were standing in front of you Remember: You are the company’s sole
ambassador during the time of the phone conversation
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