Communicating on the JobCommunicating on the Job

Communication in the WorkplaceCommunication in the Workplace

Communication is the Communication is the process of conveying a process of conveying a message, thought, or idea so message, thought, or idea so it is accurately received and it is accurately received and understood.understood. Employees with up-to-date Employees with up-to-date

communication skills will have communication skills will have no difficulty succeeding and no difficulty succeeding and advancing in a job.advancing in a job.

Poor communication skills will Poor communication skills will be costly to you and your be costly to you and your employer, and a lack of these employer, and a lack of these skills have led to the firing of skills have led to the firing of employees.employees.

Communication skills needed Communication skills needed in the workplace:in the workplace: ListeningListening ReadingReading WritingWriting SpeakingSpeaking

DiscussionDiscussion

How does ineffective communication work to How does ineffective communication work to your disadvantage:your disadvantage: In school?In school?On the job?On the job?

Effective CommunicationEffective Communication

Communication in the workplace is effective Communication in the workplace is effective when the message received matches the one when the message received matches the one sent.sent.

Practically every Practically every communication in communication in the workplace is an the workplace is an opportunity for a opportunity for a breakdown to occur.breakdown to occur.

The Complete Communication ProcessThe Complete Communication Process

SenderSender – the person who starts the communication process – the person who starts the communication process and has a mental image of what he/she wants to communicateand has a mental image of what he/she wants to communicate

EncoderEncoder – the sender’s mind, which forms the mental image of – the sender’s mind, which forms the mental image of the message being sentthe message being sent

MessageMessage – something that is understood by the senses (usually – something that is understood by the senses (usually something spoken, written, or printed)something spoken, written, or printed)

Channel(s)Channel(s) – how the message is delivered (by voice, a printed – how the message is delivered (by voice, a printed document, an image, or another means)document, an image, or another means)

ReceiverReceiver – the person who gets the message – the person who gets the message DecoderDecoder – the receiver’s mind, which forms a mental image of – the receiver’s mind, which forms a mental image of

the message receivedthe message received FeedbackFeedback – a clue that reveals what message was received – a clue that reveals what message was received NoiseNoise – anything that interrupts the message – anything that interrupts the message

ReflectionReflection

Recall a recent conversation you had with Recall a recent conversation you had with someone.someone.

In your spiral, identify and explain each part of In your spiral, identify and explain each part of your communication as it relates to the your communication as it relates to the communication model.communication model.

Listening SkillsListening Skills

Sometimes listening is considered the same as Sometimes listening is considered the same as hearing, but it’s not!hearing, but it’s not!HearingHearing is recognizing sound. is recognizing sound.ListeningListening involves understanding what you hear. involves understanding what you hear.

For communication to occur, a message must For communication to occur, a message must be sent, received, and understood. Therefore, be sent, received, and understood. Therefore, if a person is not listening when the message is if a person is not listening when the message is sent, communication does not take place.sent, communication does not take place.

Why Do People Fail to Listen?Why Do People Fail to Listen?

They are interrupted.They are interrupted. A person’s ability to listen is affected when someone walks A person’s ability to listen is affected when someone walks

into the room, a telephone rings, or other people are talking into the room, a telephone rings, or other people are talking nearby.nearby.

They think they know what will be said.They think they know what will be said. Sometimes people only listen to part of the conversation Sometimes people only listen to part of the conversation

because they think “I’ve heard this before.”because they think “I’ve heard this before.”

They don’t agree with what is said.They don’t agree with what is said. When people don’t agree with what is said, they often block When people don’t agree with what is said, they often block

the information from entering their minds and refuse to listen the information from entering their minds and refuse to listen to the speaker.to the speaker.

Why Do People Fail to Listen? (cont.)Why Do People Fail to Listen? (cont.)

They are having difficulty hearing.They are having difficulty hearing. People do not listen when the can’t hear well. A person may People do not listen when the can’t hear well. A person may

stop listening when someone is speaking so softly that stop listening when someone is speaking so softly that he/she cannot understand what is said.he/she cannot understand what is said.

They are distracted by the speaker.They are distracted by the speaker. Sometimes the speaker has distracting mannerisms, speaks Sometimes the speaker has distracting mannerisms, speaks

in a monotone, or does not make eye contact with the in a monotone, or does not make eye contact with the audiences, which discourages listening.audiences, which discourages listening.

They do not understand the words.They do not understand the words. Not knowing the meaning of words used by the speaker Not knowing the meaning of words used by the speaker

handicaps the listener.handicaps the listener. They start thinking about something else.They start thinking about something else.

When people allow their minds to wander, they fail to When people allow their minds to wander, they fail to concentrate on what is being said.concentrate on what is being said.

How to be a Good ListenerHow to be a Good Listener

Concentrate on what is said.Concentrate on what is said. Do not let yourself become distracted.Do not let yourself become distracted. Block out everything except the voice of the speaker.Block out everything except the voice of the speaker. Do not interrupt the speaker unless you do not Do not interrupt the speaker unless you do not

understand what is being said.understand what is being said. Ask the speaker to explain in more detail what he/she is Ask the speaker to explain in more detail what he/she is

saying.saying.

BEING A GOOD LISTENER WILL BEING A GOOD LISTENER WILL

HELP YOU BE A BETTER WORKER!HELP YOU BE A BETTER WORKER!

DiscussionDiscussion

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?

What type of impression do you make to What type of impression do you make to listeners?listeners?

Reading & Comprehension SkillsReading & Comprehension Skills

ReadingReading skill involves more than just being able to skill involves more than just being able to sound the words aloud; it involves sound the words aloud; it involves comprehensioncomprehension, or , or the ability to understand the material.the ability to understand the material.

To be an effective employee, you will need to To be an effective employee, you will need to understand memos, reports, books, directions, and understand memos, reports, books, directions, and other documents associated with your job.other documents associated with your job.

Reading allows you to:Reading allows you to: Help you do your job well.Help you do your job well. Help you find information quickly and save time.Help you find information quickly and save time. Gain new knowledge and skills that can help you advance Gain new knowledge and skills that can help you advance

to a better job.to a better job.

Becoming a Better ReaderBecoming a Better Reader

Read with a purpose.Read with a purpose.Before you start to read, you should know why you Before you start to read, you should know why you

are reading something.are reading something.Focus on reading the information you really need.Focus on reading the information you really need.

Look over the material you are reading first.Look over the material you are reading first.Read quickly if you just want the main ideas.Read quickly if you just want the main ideas.

Read the first paragraph, main headings, and the last Read the first paragraph, main headings, and the last paragraphparagraph

If you have to remember detailed information, read If you have to remember detailed information, read more slowly.more slowly.Look over the material first, then go back and read it Look over the material first, then go back and read it

carefully.carefully.

Becoming a Better Reader (cont.)Becoming a Better Reader (cont.)

Try to read for meaning.Try to read for meaning. The best way to remember what you read is to concentrate.The best way to remember what you read is to concentrate. After you finish reading a section, think about the main ideas After you finish reading a section, think about the main ideas

and picture them in your mind.and picture them in your mind. Organize and outline the main ideas in your mind or on Organize and outline the main ideas in your mind or on

paper.paper. Try to improve your vocabulary.Try to improve your vocabulary.

Improving your vocabulary is very important to improving Improving your vocabulary is very important to improving comprehension.comprehension.

Sometimes you can determine the meaning by the way it is Sometimes you can determine the meaning by the way it is used in the sentence or paragraph.used in the sentence or paragraph.

If the meaning is clear, use a dictionary to check the word’s If the meaning is clear, use a dictionary to check the word’s meaning.meaning.

DiscussionDiscussion

When you see an unfamiliar word, do you look When you see an unfamiliar word, do you look it up or try to understand its general meaning it up or try to understand its general meaning without checking the definition?without checking the definition?

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

ReflectionReflection

In your spiral, list the documents In your spiral, list the documents you and your coworkers are you and your coworkers are required to read:required to read: When hired;When hired; Daily;Daily; Less frequently (weekly, monthly, yearly).Less frequently (weekly, monthly, yearly).

In your spiral, list two of examples of poorly written In your spiral, list two of examples of poorly written communications you have seen on the job?communications you have seen on the job? How did they reflect on the person who wrote them?How did they reflect on the person who wrote them? How would you improve them?How would you improve them?

Writing & Keyboarding SkillsWriting & Keyboarding Skills Many employers consider written communication skills Many employers consider written communication skills

one of the most important job skills an employee can one of the most important job skills an employee can have.have. Poor communication causes employers to lose business and Poor communication causes employers to lose business and

money.money. Good writing skills:Good writing skills:

Involve composing written or printed communications.Involve composing written or printed communications. Requires the presentation of clear, logical thoughts.Requires the presentation of clear, logical thoughts. Become especially important as you advance on the job.Become especially important as you advance on the job.

Basic keyboarding skill is a tool to help you compose Basic keyboarding skill is a tool to help you compose workplace communications.workplace communications. Business lettersBusiness letters MemosMemos ReportsReports

Nonverbal CommunicationNonverbal Communication

Nonverbal communication Nonverbal communication is any message that does is any message that does not use written or spoken not use written or spoken words.words. People alter the meaning of People alter the meaning of

what they say with facial what they say with facial expressions, gestures, and expressions, gestures, and the way in which they sit the way in which they sit and stand.and stand.

Make an effort to match Make an effort to match your nonverbal your nonverbal communications with the communications with the feelings and the messages feelings and the messages you are trying to send.you are trying to send.

Indications of Nonverbal CuesIndications of Nonverbal Cues Greeting someone with a small Greeting someone with a small

and a firm handshake makes you and a firm handshake makes you appear happy to meet them.appear happy to meet them.

Using a limp handshake and Using a limp handshake and staring at the floor may make you staring at the floor may make you appear unconfident or appear unconfident or disinterested.disinterested.

Sitting beside an individual may Sitting beside an individual may indicate a willingness to discuss indicate a willingness to discuss differences and reach a solution.differences and reach a solution.

Standing directly in front of Standing directly in front of someone’s face, practically nose someone’s face, practically nose to nose, may show a readiness to to nose, may show a readiness to fight.fight.

DiscussionDiscussion

What do your gestures and facial expressions What do your gestures and facial expressions reveal about you? Do you send the right reveal about you? Do you send the right messages to your employer, coworkers, and messages to your employer, coworkers, and customers?customers?

Speaking SkillsSpeaking Skills

Employers consider speaking skills so Employers consider speaking skills so important that they cite them as one of the important that they cite them as one of the basic skills needed by effective workers.basic skills needed by effective workers.Speak clearly and distinctly.Speak clearly and distinctly.Speak to the listener.Speak to the listener.Speak with a friendly and courteous tone.Speak with a friendly and courteous tone.Use standard English.Use standard English.Talk “with” the listener, not “to” the listener.Talk “with” the listener, not “to” the listener.

Talking on the PhoneTalking on the Phone

Using the telephone in the workplace is one of Using the telephone in the workplace is one of the quickest ways to communicate.the quickest ways to communicate.

The way you communicate over the telephone The way you communicate over the telephone can help or hurt your employer.can help or hurt your employer.

When calling a person, plan your call in When calling a person, plan your call in advance, so you know what you want to say advance, so you know what you want to say and how you want to say it.and how you want to say it.

Pointers to Improve Pointers to Improve Telephone Skills at WorkTelephone Skills at Work

When the phone rings, answer it immediately.When the phone rings, answer it immediately. Greet the caller pleasantly and give the name of your Greet the caller pleasantly and give the name of your

company, your department, or your own name.company, your department, or your own name. When talking, hold the phone about one inch from When talking, hold the phone about one inch from

your lips and speak directly into the transmitter.your lips and speak directly into the transmitter. Speak clearly and say each word distinctly.Speak clearly and say each word distinctly. Do not eat, drink, or chew gum while speaking on the Do not eat, drink, or chew gum while speaking on the

phone.phone. Always be courteous to the caller even if it is the Always be courteous to the caller even if it is the

wrong number.wrong number.

Taking Telephone MessagesTaking Telephone Messages Be sure to have a message pad or paper and pen Be sure to have a message pad or paper and pen

close to the phone so you can write down messages.close to the phone so you can write down messages. Record the following information:Record the following information:

DateDate Time of callTime of call Name of callerName of caller Name of person to receive the messageName of person to receive the message Message itselfMessage itself

If you are not sure how to spell a person’s or If you are not sure how to spell a person’s or company’s name, ask the caller to spell it for you.company’s name, ask the caller to spell it for you.

After writing down the message, read it back to the After writing down the message, read it back to the caller to make sure you recorded the information caller to make sure you recorded the information correctly.correctly.

Speaking to a GroupSpeaking to a Group

Practically all occupations require some form of Practically all occupations require some form of public speaking.public speaking.

Most people are afraid to speak in front of a Most people are afraid to speak in front of a group because they are afraid they might say or group because they are afraid they might say or do something foolish.do something foolish.

Your appearance when making a presentation Your appearance when making a presentation is very important.is very important.Always make sure you look nice, clean, and neat.Always make sure you look nice, clean, and neat.

Remember… when you are giving a speech, Remember… when you are giving a speech, you are simply sharing a message with others. you are simply sharing a message with others. Give it with confidence and enthusiasm!Give it with confidence and enthusiasm!

Speaking to a Group (cont.)Speaking to a Group (cont.)

When preparing a speech:When preparing a speech: Catch the audience’s attention.Catch the audience’s attention.

Tell a funny story related to the Tell a funny story related to the subject or relay a personal subject or relay a personal experience related to the experience related to the subject.subject.

Limit yourself to five main Limit yourself to five main points and organize those points and organize those points in a logical order.points in a logical order.

Discuss your main points.Discuss your main points. Summarize your points.Summarize your points.

If you are not given a time limit, If you are not given a time limit, then limit yourself.then limit yourself.

Practice! Practice! Practice!Practice! Practice! Practice!

When delivering your When delivering your speech:speech: Avoid reading from your notes.Avoid reading from your notes. Speak to your audience – do Speak to your audience – do

not read to them.not read to them. Project your voice so that Project your voice so that

everyone can hear you clearly.everyone can hear you clearly. It’s also important to look at It’s also important to look at

people to whom you are people to whom you are talking.talking.

Making eye contact will help Making eye contact will help you hold your audience’s you hold your audience’s attention.attention.

DiscussionDiscussion

How did you feel before and after you last How did you feel before and after you last spoke in front of a group?spoke in front of a group?

Why is it best to outline your speech rather than Why is it best to outline your speech rather than writing every detail?writing every detail?

ReflectionReflection

In your spiral, list what you fear most about speaking In your spiral, list what you fear most about speaking in front of a group.in front of a group.

Create a plan to help you deliver your speech with Create a plan to help you deliver your speech with confidence.confidence.

Write a two minute speech about about something Write a two minute speech about about something you do well.you do well.

Make sure to limit yourself to Make sure to limit yourself to no more than five points.no more than five points.

Example: I cook well, so my Example: I cook well, so my main points could be:main points could be:1.1. How I know I cook well;How I know I cook well;2.2. Some of my best dishes and desserts;Some of my best dishes and desserts;3.3. What I like to cook most;What I like to cook most;4.4. Why I enjoy cooking.Why I enjoy cooking.

Impromptu SpeakingImpromptu Speaking

Girls VS BoysGirls VS Boys

Communication TechnologyCommunication Technology

The way we The way we communicate and the communicate and the speed of communicating speed of communicating in the workplace is in the workplace is rapidly changing; rapidly changing; therefore, all forms of therefore, all forms of communication are communication are becoming increasingly becoming increasingly electronic in nature electronic in nature because of the speed because of the speed provided and time provided and time saved.saved.

Communications Communications equipment includes:equipment includes: ComputersComputers Voicemail Voicemail Cell phonesCell phones Walkie-talkies Walkie-talkies HeadsetsHeadsets TeleconferencingTeleconferencing Video conferencingVideo conferencing

Communications EquipmentCommunications Equipment Computers are used to process data in various formats, including email.Computers are used to process data in various formats, including email. Voicemail allows callers to leave recorded messages.Voicemail allows callers to leave recorded messages. Cellular phones are a common communication tool and are used more often than Cellular phones are a common communication tool and are used more often than

traditional phones in some places.traditional phones in some places. Easy to carryEasy to carry Provide instant communication link wherever you areProvide instant communication link wherever you are

Walkie-talkies are similar to a cell phone but are limited to short-distance calling.Walkie-talkies are similar to a cell phone but are limited to short-distance calling. Aid in communications between workers separated by a distance of a couple miles or less.Aid in communications between workers separated by a distance of a couple miles or less.

Headsets allow employees to multitask, or do more than one job at a time, because Headsets allow employees to multitask, or do more than one job at a time, because they allow employees to hear related tasks being done by others while they are doing they allow employees to hear related tasks being done by others while they are doing their own work.their own work.

Teleconferencing uses a phone to conduct a meeting with participants in different Teleconferencing uses a phone to conduct a meeting with participants in different locations.locations. Utilize speaker phones in each location.Utilize speaker phones in each location.

Video conferencing involves two or more people communicating through a video and Video conferencing involves two or more people communicating through a video and voice link-up.voice link-up.

Informal Communication ChannelsInformal Communication Channels

Informal communications may be defined as Informal communications may be defined as unscheduled communication with coworkers that unscheduled communication with coworkers that occur by chance inside and outside the workplace.occur by chance inside and outside the workplace. Sometimes more informative then formal communications in Sometimes more informative then formal communications in

the workplace.the workplace. Sometimes are merely gossip.Sometimes are merely gossip. May relate to your job, coworkers, or employer.May relate to your job, coworkers, or employer. Common during travel between home and work, shift Common during travel between home and work, shift

changes, or breaks.changes, or breaks. Remember… some people do not keep confidences and Remember… some people do not keep confidences and

anything you say may be passed on to someone else.anything you say may be passed on to someone else.

DiscussionDiscussion

What helpful information have you learned What helpful information have you learned about your job or employer through informal about your job or employer through informal chats with coworkers?chats with coworkers?

Are you aware of any messages sent through Are you aware of any messages sent through informal communication channels that informal communication channels that accidentally led to problems or hurt feelings?accidentally led to problems or hurt feelings?

In your experience, what happens to people In your experience, what happens to people who gain a reputation for gossiping?who gain a reputation for gossiping?