key to effective communication in the workplace
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KEY TO EFFECTIVECOMMUNICATION IN
THE WORKPLACE
SHYRELL C. ABELO
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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
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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
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-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.
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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 $"s#or#"on as poss"8le
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-HEN DOES CO//0NICATION BECO/ES
EECTIVE
, 3AST E:3ERIENCES SHA3E CO//0NICATION
STYLE
, S2ILL0L LISTENING
,
E:3RESSING YO0RSEL, I/3ACT O E/OTIONS
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7 C’s OF WORKPLACE COMMUNICATION
, CO/3LETE
, CLEAR
, CO0RTESY
, CORRECT, CONCISE
, CONSIDERATION
, CREATIVITY
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ELEMENTS OF COMMUNICATION PROCESS
, SENDER ; #(e person w(o "s "n#en$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
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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
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CO//0NICATION 3ROCESS
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CO//0NICATION
, All &essa6es $o no# rea%( #(e re%e"ver $!e #o ?$"s#or#"on@
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CO//0NICATION S2ILL
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CO//0NICATION S2ILL
, VERBAL ; #(e wor$s we %(oose
, 3ARAVERBAL ; (ow we sa #(e wor$s
, NONVERBAL ; o!r 8o$ lan6!a6e
, LISTENING
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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$!%a#"on w"#(
l"s#en"n6
YO0 /0ST CHOOSE TO 3ARTICI3ATE IN THE
3ROCESS O LISTENING
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BARRIERS TO EECTIVE LISTENING
, 3(s"olo6"%al Barr"ers
, Env"ron&en#al Barr"ers
, A##"#!$"nal Barr"ers an$ false ass!&p#"on
, So%"o C!l#!ral D"fferen%es, La%9 of Tra"n"n6
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ACTIVE LISTENING ; + STE3S
, L"s#en
, !es#"on
, Refle%# ; 3arap(rase
, A6ree
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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
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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 $!r"n6 %onversa#"on
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LISTENING ; one #o one
, T(e l"s#ener 9eeps loo9"n6 a# #(e spea9er
, T(e l"s#ener5s 8o$ "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
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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
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-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
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-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#
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-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
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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.
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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.
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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"$"n6
&ono#ono!s spee%(>
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E:ERCISE
, or pa"rs
, Sele%# one #op"% fro& #(e l"s# 6"ven
, D"s%!ss on #(e s!8Fe%# for #wo &"n!#es
,Bo#( &e&8ers &!s# e*press #(e"r v"ews
, L"s#en7 8e %ons%"o!s a8o!# 8o$ lan6!a6e7 #one7 p"#%( e#%
#o &a9e #(e o#(er person l"s#en w"#( "n#eres#
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VERBAL CO//0NICATION