CommunicationCommunication

Good CommunicationGood Communication

• People share People share – FeelingsFeelings– IdeasIdeas– FactsFacts– OpinionsOpinions

Primary Skills Needed at Primary Skills Needed at WorkWork

• ListeningListening• ReadingReading• WritingWriting• SpeakingSpeaking

• Plus math skills are the primary elements Plus math skills are the primary elements needed for a good job performanceneeded for a good job performance

• ID possible effects of poor basic skills on ID possible effects of poor basic skills on job or in lifejob or in life

Effective CommunicationEffective Communication

• Message received=message sentMessage received=message sent• BreakdownsBreakdowns

– Receiver doesn’t understandReceiver doesn’t understand– Something prevents messageSomething prevents message

Model of CommunicationModel of Communication

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Sender

Encodes

Encodes

Sender’s EnvironmentReceiver’s Environment

ReceiverMessage

Feedback

Decodes

Decodes

Noise Noise Noise Noise Noise Noise Noise

NoiseNoise

• Anything that distorts the messageAnything that distorts the message– Mechanical SoundsMechanical Sounds

• Phone Phone • Loud ConversationLoud Conversation• Squeaky machinerySqueaky machinery

– PsychologicalPsychological• AngerAnger• Personality conflicts between sender and Personality conflicts between sender and

receiverreceiver

JournalJournal

• Recall a recent conversation you had. Recall a recent conversation you had. Identify and explain each part of your Identify and explain each part of your communication as it relates to the communication as it relates to the communication modelcommunication model

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Listening SkillsListening Skills

• Hearing vs. ListeningHearing vs. Listening– Hearing- recognizing soundHearing- recognizing sound– Listening- understanding what you hearListening- understanding what you hear

– SheetSheet

Failing to ListenFailing to Listen

• They are interruptedThey are interrupted– Person walking into roomPerson walking into room– PhonePhone– Others talkingOthers talking

• They think they know what will be saidThey think they know what will be said– Only listen to part of conversation b/c “heard it Only listen to part of conversation b/c “heard it

before”before”

• They don’t agree with what is being saidThey don’t agree with what is being said– Often block info and refuse to listenOften block info and refuse to listen

• When you disagree with a speaker’s views When you disagree with a speaker’s views how can you tactfully handle the situation?how can you tactfully handle the situation?

Failing to Listen part 2Failing to Listen part 2

• They have difficulty hearingThey have difficulty hearing– People do not listen when they can’t hear wellPeople do not listen when they can’t hear well

• They are distracted by the speakerThey are distracted by the speaker– MannerismsMannerisms– MonotoneMonotone– Does not make eye contactDoes not make eye contact

• They do not understand the wordsThey do not understand the words– Not knowing the meaning of some of the wordsNot knowing the meaning of some of the words

• They start thinking about something elseThey start thinking about something else– Minds wandering, fail to concentrate on what is Minds wandering, fail to concentrate on what is

said said

Good ListenerGood Listener

• Pay attention to what is being saidPay attention to what is being said• Show a sincere interestShow a sincere interest• Don’t let yourself become distractedDon’t let yourself become distracted• Do not interrupt the speaker unless Do not interrupt the speaker unless

you do not understandyou do not understand

Nonverbal Nonverbal CommunicationCommunication

• A message that does not use written A message that does not use written or spoken wordsor spoken words

Nonverbal Nonverbal CommunicationCommunication

• Complement verbal Complement verbal

communicationcommunication

• Reveal the truthReveal the truth

• Convey information efficientlyConvey information efficiently

Recognizing Nonverbal Recognizing Nonverbal CommunicationCommunication

• Facial expressionsFacial expressions

• Gestures and postureGestures and posture

• Vocal characteristicsVocal characteristics

• Personal appearancePersonal appearance

• Touching behaviorTouching behavior

• Use of time and spaceUse of time and space

Maximizing Nonverbal Maximizing Nonverbal Communication SkillsCommunication Skills

• Note facial expressionsNote facial expressions

• Watch gestures and posturesWatch gestures and postures

• Listen for vocal characteristicsListen for vocal characteristics

• Recognize physical appearanceRecognize physical appearance

• Be careful with physical contactBe careful with physical contact

• Observe use of time and spaceObserve use of time and space

HandshakesHandshakes

Nonverbal Nonverbal CommunicationCommunication

• Alters the meaning of what a person Alters the meaning of what a person sayssays

Non Verbal VideosNon Verbal Videos

• How to tell if someone is lyingHow to tell if someone is lying• David LettermanDavid Letterman• Sarah PalinSarah Palin• Moment of ZenMoment of Zen• LaughingLaughing• Balloon BoyBalloon Boy• Hillary ClintonHillary Clinton

• dd

Reading And Reading And Comprehension SkillsComprehension Skills

• ReadingReading– In all work situations you will be expected In all work situations you will be expected

to read many types of printed materialto read many types of printed material

• ComprehensionComprehension– Not only knowing how to say words but Not only knowing how to say words but

understand their meaningunderstand their meaning– When you see an unfamiliar word, do you When you see an unfamiliar word, do you

look it up, skip over it, or try to get its look it up, skip over it, or try to get its general meaning, without looking it up? general meaning, without looking it up?

Job AdvancementJob Advancement

– Reading about new trends happening in Reading about new trends happening in your field can help you advance in the your field can help you advance in the workplace workplace

– List the documents that you and your List the documents that you and your coworkers are required to read on the coworkers are required to read on the jobjob

Sharpening Reading Sharpening Reading SkillsSkills

• Read with purposeRead with purpose– Before you start:Before you start:

• Why are you reading what you are reading Why are you reading what you are reading (PURPOSE)(PURPOSE)

• Focus on the info you really needFocus on the info you really need

• What is the significance of tables, What is the significance of tables, charts, and photos on a page to your charts, and photos on a page to your comprehension of the material?comprehension of the material?

Look over the material you Look over the material you are reading firstare reading first

– Decide HOW you want to readDecide HOW you want to read• Main ideas- read quicklyMain ideas- read quickly

– Read 1Read 1stst paragraph, main headings, last paragraph, main headings, last paragraphparagraph

• Details- Read slowlyDetails- Read slowly– Look over material then read it carefullyLook over material then read it carefully

Reading Skills cont…Reading Skills cont…

• Read for MeaningRead for Meaning– ConcentrateConcentrate

• Don’t let your mind wanderDon’t let your mind wander• After you finish a section, think about the After you finish a section, think about the

main ideas covered (picture it)main ideas covered (picture it)• Outline main ideas on paper or in your mindOutline main ideas on paper or in your mind

Try to Improve Your Try to Improve Your VocabularyVocabulary

• By improving vocab it will improve By improving vocab it will improve comprehensioncomprehension

• Many businesses have their own Many businesses have their own special vocabularyspecial vocabulary– To describe certain products or To describe certain products or

operationsoperations– Makes communication more efficientMakes communication more efficient

• ID 5 work-related words that relate to ID 5 work-related words that relate to a job, what is the meaning and a job, what is the meaning and purpose of these words?purpose of these words?

Writing and Keyboarding Writing and Keyboarding SkillsSkills

• One of the most important skills that One of the most important skills that an employee can havean employee can have

• Poor communication causes loss of Poor communication causes loss of business and moneybusiness and money

Good Writing SkillsGood Writing Skills

• Composing written or printed Composing written or printed communicationscommunications

• Requires that the presentation is:Requires that the presentation is:– ClearClear– Logical thoughtsLogical thoughts

• Most written communications are now Most written communications are now done on the computerdone on the computer

• Give an example of a poorly written Give an example of a poorly written communication you have seen at work. communication you have seen at work. How would you improve them? How would you improve them?

Keyboarding SkillsKeyboarding Skills

• Not the same as writing skillsNot the same as writing skills• No writing involved, just keying-in No writing involved, just keying-in

data data • Tool associated with office workTool associated with office work• Used also in manufacturing work Used also in manufacturing work

when needing a keyboard to control when needing a keyboard to control a machinea machine

Business LettersBusiness Letters

• Different than writing a personal Different than writing a personal letterletter

• Letters are formalLetters are formal• Certain parts need to be includedCertain parts need to be included• A certain way the letter needs to A certain way the letter needs to

looklook• Keeping a copy of every letter you Keeping a copy of every letter you

send is importantsend is important

Parts of a Business Parts of a Business LetterLetter

• Return AddressReturn Address– Usually stationary Usually stationary

letterhead (your letterhead (your address)address)

• DateDate• Inside AddressInside Address

– Name, business Name, business title and address of title and address of whom you are whom you are writing towriting to

Parts of a Business Parts of a Business LetterLetter

• SalutationSalutation– Greeting (Dear) with Greeting (Dear) with

Mr., Ms, Miss, Mrs.Mr., Ms, Miss, Mrs.– Ends with a colon (:)Ends with a colon (:)

• Body Body • Complimentary CloseComplimentary Close

– Formally ends messageFormally ends message– Sincerely, CordiallySincerely, Cordially

• Signature, Printed Name Signature, Printed Name and Business Titleand Business Title

• Reference InitialsReference Initials– Id’s the writer and Id’s the writer and

typist of lettertypist of letter– KN/cfKN/cf

Types of LettersTypes of Letters

• Request letters –asking reader for Request letters –asking reader for somethingsomething– Introduce your request and state why Introduce your request and state why

you are making ityou are making it– Include any details necessary for the Include any details necessary for the

reader to respond to your request reader to respond to your request correctlycorrectly

– State clearly what action you want to State clearly what action you want to take and whentake and when

Types of LettersTypes of Letters

• Good News and Neutral Message Good News and Neutral Message lettersletters– Letters that answer requests, express Letters that answer requests, express

appreciation, or make announcements appreciation, or make announcements of events, polices or proceduresof events, polices or procedures• State the news or the main ideaState the news or the main idea• Explain any details, facts, or reasons that Explain any details, facts, or reasons that

relate to itrelate to it• End the letter on a positive and friendly End the letter on a positive and friendly

notenote

Types of LettersTypes of Letters

• Bad-News LettersBad-News Letters– Acknowledging orders you can’t fill, price Acknowledging orders you can’t fill, price

increases etc.increases etc.– Wording is very important, want to give bad Wording is very important, want to give bad

news without giving bad impression of news without giving bad impression of companycompany• Say something positive that interests the reader, yet Say something positive that interests the reader, yet

relates to the bad newsrelates to the bad news• Explain why the request cannot be granted or why Explain why the request cannot be granted or why

situation must be differentsituation must be different• Offer a constructive suggestion or alternativeOffer a constructive suggestion or alternative• End the letter on a friendly, positive noteEnd the letter on a friendly, positive note

Appearance of a Appearance of a Business LetterBusiness Letter

• SPACESPACE– Margins-Margins-

• Ideally, margins should be the same all Ideally, margins should be the same all around the letter around the letter

Block-Form LetterBlock-Form Letter

• All parts begin in All parts begin in left marginleft margin

• Creates a smooth Creates a smooth appearanceappearance

Modified Block-Form Modified Block-Form LetterLetter

• All parts begin at All parts begin at the left except the the left except the return address, return address, date, complimentary date, complimentary close, name and close, name and signaturesignature

Other PlacementsOther Placements

• Return address-Return address- line 12 line 12• DateDate- (2 lines after return address)- (2 lines after return address)• Inside Address-Inside Address- (2-8 lines after date) (2-8 lines after date)

depending on length of letterdepending on length of letter• SalutationSalutation- 2 lines below inside address- 2 lines below inside address• BodyBody- 2 line below salutation single spaced with - 2 line below salutation single spaced with

2 spaces between paragraphs2 spaces between paragraphs• Complimentary Close-Complimentary Close- 2 lines below body 2 lines below body• Name and Title-Name and Title- 4 lines below close to give 4 lines below close to give

room for signatureroom for signature• White or off white paper, no smudges, White or off white paper, no smudges,

fingerprints or creasesfingerprints or creases

EnvelopesEnvelopes

• Repeat the inside address- slightly Repeat the inside address- slightly below the center point of envelopebelow the center point of envelope

• Return address – upper left cornerReturn address – upper left corner• Use ALL CAPS for Postal service Use ALL CAPS for Postal service

because it is easier for them to scanbecause it is easier for them to scan

MemosMemos

• Informal message from one person Informal message from one person or department to anotheror department to another

• Within the same companyWithin the same company• Short!Short!• Deal with only one subjectDeal with only one subject• Fast and easy to writeFast and easy to write

Parts of a MemoParts of a Memo

Appearance of MemosAppearance of Memos• Some companies have specific stationary for thisSome companies have specific stationary for this• Otherwise date, to, from, subject should be followed by a colon (:) from the left Otherwise date, to, from, subject should be followed by a colon (:) from the left

margin margin

•

Company NameCompany Name Company Address Company Address

Date:Date:To: To: From: From: Subject: Subject:

Engineers and scientists use memos to make requests, to give announcements, and sometimes to communicate reports. Engineers and scientists use memos to make requests, to give announcements, and sometimes to communicate reports. Memos that make requests or announcements are read quickly. For such memos, get to the point in the first paragraph--Memos that make requests or announcements are read quickly. For such memos, get to the point in the first paragraph--the first sentence, if possible. In other words, state what you want up front. In the format suggested here, you should the first sentence, if possible. In other words, state what you want up front. In the format suggested here, you should single space your memos and use a serif typeface. Skip a line between paragraphs. The following link shows this format in single space your memos and use a serif typeface. Skip a line between paragraphs. The following link shows this format in a pdf displaya pdf display

• DateDate• ToTo- First names are Ok but, if your reader is your supervisor or - First names are Ok but, if your reader is your supervisor or

someone your unfamiliar with refer to them by their titlesomeone your unfamiliar with refer to them by their title• FromFrom- First name OK unless a formal situation- First name OK unless a formal situation• SubjectSubject- Briefly state purpose ie: Office Supplies - Briefly state purpose ie: Office Supplies • BodyBody- Same guidelines apply but keep it short- Same guidelines apply but keep it short

Speaking SkillsSpeaking Skills

• Employers cite this as a basic skill in Employers cite this as a basic skill in the business the business

Speaking SkillsSpeaking Skills

• Speak clearly and DistinctlySpeak clearly and Distinctly– Avoid running words togetherAvoid running words together– Mumble? Open mouth a little wider Mumble? Open mouth a little wider

when talkingwhen talking– Don’t talk with food or anything Don’t talk with food or anything

else in your mouthelse in your mouth

Speaking SkillsSpeaking Skills

• Speak to listenerSpeak to listener– Establish eye contact, even when Establish eye contact, even when

speaking to more than one personspeaking to more than one person– Use words that the listener will Use words that the listener will

understandunderstand

Speaking SkillsSpeaking Skills

• Speak with a Friendly and Speak with a Friendly and Courteous ToneCourteous Tone– Say what you want in a positive waySay what you want in a positive way– If you have to criticize, be ready to offer If you have to criticize, be ready to offer

a constructive ideaa constructive idea– Avoid arguing and complainingAvoid arguing and complaining

Speaking SkillsSpeaking Skills

• Use Standard EnglishUse Standard English– Use standard grammar and Use standard grammar and

pronunciation when speakingpronunciation when speaking– No slang No slang – A person who uses standard English on A person who uses standard English on

the job appears more competent and the job appears more competent and better educatedbetter educated

Speaking SkillsSpeaking Skills

• Talk “with” listener, not “to” the Talk “with” listener, not “to” the listener.listener.– Keep message short and Keep message short and

understandableunderstandable– Make sure message is received Make sure message is received

correctlycorrectly– Give listener a chance to give Give listener a chance to give

feedbackfeedback

Talking on the PhoneTalking on the Phone• When the telephone ringsWhen the telephone rings

– Answer it immediatelyAnswer it immediately– Greet the caller pleasantly, give the name of your company, Greet the caller pleasantly, give the name of your company,

your department or your own nameyour department or your own name• When talking, hold the phone about one inch from your lips and When talking, hold the phone about one inch from your lips and

speak directly into the phonespeak directly into the phone• Do not eat, drink, or chew gum while speaking on the phoneDo not eat, drink, or chew gum while speaking on the phone• Keep a paper and pen to take messages and record the following: Keep a paper and pen to take messages and record the following:

– Date, time of call, name of person receiving the message, and Date, time of call, name of person receiving the message, and

message itselfmessage itself– After writing down the messageAfter writing down the message

• Read it back, make sure the spelling of the name or company is Read it back, make sure the spelling of the name or company is correctcorrect

– When the business call comes to an end, close the call When the business call comes to an end, close the call pleasantly, thank the person for their assistance or pleasantly, thank the person for their assistance or cooperationcooperation

– The impressions you make will influence the callers The impressions you make will influence the callers impressions of you and your companyimpressions of you and your company

SpeechesSpeeches

• #1 Fear#1 Fear• To help with this fearTo help with this fear

– PRACTICE, PRACTICE, PRACTICE!!!!!PRACTICE, PRACTICE, PRACTICE!!!!!

• If you have visuals, practice with If you have visuals, practice with themthem

• Time yourself, even if you do not Time yourself, even if you do not have a time limit, (no longer than 20 have a time limit, (no longer than 20 min)min)

SpeechesSpeeches

• When giving a speech:When giving a speech:– Avoid Reading from your notes (use Avoid Reading from your notes (use

notecards)notecards)– Speak to audience, not read to themSpeak to audience, not read to them– Project your voice clearlyProject your voice clearly– Look at people in audienceLook at people in audience

SpeechesSpeeches

AppearanceAppearance– Dress appropriately for the audienceDress appropriately for the audience– NiceNice– Clean Clean – NeatNeat

SpeechesSpeeches

• You are sharing a messageYou are sharing a message• You are the “expert”You are the “expert”

– Give your speech with confidence and Give your speech with confidence and enthusiasmenthusiasm

Communication Communication TechnologyTechnology

• What types of communication What types of communication technology do you use now and what technology do you use now and what purpose(s)?purpose(s)?

Communication Communication TechnologyTechnology

• Quickly changingQuickly changing• Few employers can afford to let their Few employers can afford to let their

employees take extra time to employees take extra time to prepare handwritten letters, prepare handwritten letters, memos, directions, and instructions.memos, directions, and instructions.

• People are expecting daily and People are expecting daily and hourly communicationshourly communications

ComputersComputers

• Major source of communicationMajor source of communication• Important to mention what computer Important to mention what computer

skills you have on your resume and skills you have on your resume and interviewinterview

E-mailE-mail

• Emails tend to resemble memos and Emails tend to resemble memos and are usually briefare usually brief

• Use CorrectUse Correct– GrammarGrammar– SpellingSpelling– PunctuationPunctuation

• Email can be monitored by your Email can be monitored by your employeremployer

Voice MailVoice Mail

• Messages short and to the pointMessages short and to the point– Speak clearly and say each word carefullySpeak clearly and say each word carefully– Give name, number twice, beginning and Give name, number twice, beginning and

end of messageend of message– Message brief but explain the reason for Message brief but explain the reason for

our callour call– Give date and time, even if the system Give date and time, even if the system

gives it automaticallygives it automatically– Best time to reach youBest time to reach you

Cell PhonesCell Phones

• Keep conversations brief, b/c of Keep conversations brief, b/c of charges and minutescharges and minutes

• Issued cell phones, make sure you Issued cell phones, make sure you know their policies, no personal calls know their policies, no personal calls (or very briefly)(or very briefly)

• Security- cell phone calls not private Security- cell phone calls not private be careful of confidential be careful of confidential informationinformation

Walkie-TalkiesWalkie-Talkies

• Good for short distance callingGood for short distance calling

• Good for construction, military, Good for construction, military, police, search and rescue etc….police, search and rescue etc….

HeadsetsHeadsets

• More and more usedMore and more used– Fast-foodFast-food– OfficeOffice

• Allows for multi-taskingAllows for multi-tasking

Teleconferencing/Video Teleconferencing/Video ConferencingConferencing

• Used more and more in our global communityUsed more and more in our global community• Phone Conferences- (on speaker phone)Phone Conferences- (on speaker phone)

– Speak clearly and loudlySpeak clearly and loudly– Id yourself each time you talkId yourself each time you talk

• Video Conferencing- Video Conferencing- – How will you feel if your caller refuses to turn on How will you feel if your caller refuses to turn on

their camera?their camera?– How alert will you appear if the caller is boring you?How alert will you appear if the caller is boring you?– How do you think dress and other physical features How do you think dress and other physical features

seen on video will affect the conversation?seen on video will affect the conversation?

Informal Communication Informal Communication ChannelsChannels

• Sometimes for informative than Sometimes for informative than formal…sometimes merely gossipformal…sometimes merely gossip

• Unscheduled communication, that Unscheduled communication, that occur by chance in and out of occur by chance in and out of workplaceworkplace

Informal CommunicationInformal Communication

• CommutingCommuting• Car pooling/ Light rail/BusCar pooling/ Light rail/Bus• Work is discussed, a time for very Work is discussed, a time for very

open conversationsopen conversations

Informal Communication Informal Communication

• Shift ChangesShift Changes• Important to listen carefully b/c the Important to listen carefully b/c the

person leaving may have important person leaving may have important info that happened on shift that may info that happened on shift that may affect youaffect you

Informal CommunicationInformal Communication

• Work BreaksWork Breaks– ““water cooler”water cooler”– Keep in mind you are on the clockKeep in mind you are on the clock– Keep conversations related to Keep conversations related to

employment tasks and harmless social employment tasks and harmless social topicstopics

– Beware of discussing other employees, Beware of discussing other employees, supervisors, and some social situationssupervisors, and some social situations