communication€¦ · copyright © 2016, 2013, 2011 pearson education, inc. 3 after studying these...
TRANSCRIPT
![Page 1: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/1.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 1
9Communication
![Page 2: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/2.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 2
TRUST
HONESTY
INFORMATION
![Page 3: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/3.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3
After studying these topics, you will benefit by:
• Demonstrating knowledge of the communication
process and the impact effective communication has
on workplace and career success
• Stating the primary communication media and their
appropriate uses
• Considering the importance word choice and effective
listening have in verbal communication
• Describing the primary methods of nonverbal
communication
![Page 4: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/4.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 4
After studying these topics, you will benefit by (cont.):
• Identifying the appropriate written communication
to use in various workplace situations
• Explaining the purpose and process of effective
documentation
• Developing the elements of effective presentations
![Page 5: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/5.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 5
COMMUNICATION AT WORK
• Effective communication is vital to business
– Required attention and protocol
– Know what, when, and how to communicate
– Improving communication skills is an ongoing
process
![Page 6: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/6.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 6
WORKPLACE COMMUNICATION
Channels
• Communication: the process of a sender
transmitting a message to a receiver with the
purpose of creating mutual understanding
• Information is power
– Share appropriate, timely, and accurate
information
![Page 7: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/7.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 7
TOPIC SITUATION
Sarah’s Communication
TOPIC RESPONSE:
What type of information do employees need to
know?
![Page 8: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/8.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 8
WORKPLACE COMMUNICATION
Channels
• Formal communication: occurs through the
formal (official) lines of authority
– Vertical communication - down or up the
organization chart
– Horizontal communication - occurring among
individuals at the same or close organizational
levels
![Page 9: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/9.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 9
WORKPLACE COMMUNICATION
Channels
• Informal communication: occurs among
individuals without regard to the formal lines of
authority
• Grapevine: informal network where employees
discuss workplace issues of importance
– Not 100% accurate
– Do not contribute negative information
– Clarify inaccurate information/rumors
![Page 10: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/10.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 10
WORKPLACE COMMUNICATION
Channels
• Gossip: an informal communication network
where personal information about individuals is
shared that is hurtful and inappropriate
– Disrespectful
– Immature and unprofessional
– Defend coworkers
– Clarify information
![Page 11: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/11.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 11
THE COMMUNICATION PROCESS
• The process of a sender transmitting
a message to an individual (receiver)
with the purpose of creating mutual
understanding
![Page 12: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/12.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 12
![Page 13: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/13.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 13
THE COMMUNICATION PROCESS
• Sender: individual conveying a message
– Encoding: process of sender identifying
how the message will be sent
• verbal, nonverbal, or written
![Page 14: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/14.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 14
THE COMMUNICATION PROCESS
• Receiver: individual that receives and
decodes the message
– Decoding: how the receiver interprets the
message that was sent
– Feedback: a response to a sender based
on the receiver’s interpretation of the
message
![Page 15: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/15.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 15
THE COMMUNICATION PROCESS
• Barriers
– Clearly identify the message to be sent
– Determine how best to sent the message
– Noise
• Noise: anything that interrupts or interferes
with the communication process (audible or
not)
![Page 16: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/16.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 16
TALK IT OUT
Identify the noises you experience
during class
![Page 17: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/17.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 17
TOPIC SITUATION
Keira with Noise
TOPIC RESPONSE:
How could Keira have been more open
to the speaker?
![Page 18: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/18.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 18
THE COMMUNICATION PROCESS
Media
Verbal
Nonverbal
Written
![Page 19: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/19.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 19
VERBAL COMMUNICATION AND
LISTENING
• Verbal Communication: the process of
using words to send a message
– Identify words that are appropriate
• Not too basic
• Not intimidating or arrogant
– Use proper English and grammar
– Watch speed of speaking and tone
![Page 20: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/20.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 20
VERBAL COMMUNICATION AND
LISTENING
• Listening: the act of hearing attentively
– Active listening: the receiver provides full
attention without distraction
– Passive listening: the receiver is selectively
hearing parts of the message, focused more on
his or her response
– Non-listening mode: allowing emotions,
noise, or preconceptions to impede
communication
![Page 21: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/21.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 21
TALK IT OUT
Name situations where it is easy to be in non-listening mode. What can an individual do to improve his or her listening skills in such situations?
![Page 22: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/22.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 22
NONVERBAL COMMUNICATION
• Nonverbal communication: what is
communicated through body language
– Eye contact
– Facial expressions (smiles or frowns)
– Body positioning
– Proxemics (space)
– Silence
![Page 23: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/23.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 23
NONVERBAL COMMUNICATION
• Eye contact
– Communicates honesty and sincerity
– Communicates confidence
– Don’t stare or make receiver uncomfortable
– Be aware of response
• Facial expressions (smiles or frowns)
– Be aware of the situation
![Page 24: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/24.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 24
NONVERBAL COMMUNICATION
• Body positioning
– Crossed arms
• Physically cold, angry, or uninterested
• Keep arms at your side
• Do not put hands in pockets
– Touching (except handshakes) is not
acceptable
![Page 25: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/25.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 25
NONVERBAL COMMUNICATION
• Proxemics (space): the study of distance
(space) between individuals and is also an
important factor in body language
– Normal is 1 ½ feet around
– Standing too close may imply intimacy or
intimidation
– Interpret body language from receiver
![Page 26: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/26.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 26
NON-VERBAL COMMUNICATION
• Silence
– An effective and powerful communication tool
– Communicates listening
– Provides time for clarification
– Recognize times when it is appropriate
• Conflict and negotiation
![Page 27: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/27.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 27
NONVERBAL COMMUNICATION
• Emotion
– Make every attempt to not become emotional
at work
– Find a private area to deal with emotion
– Emotions take away our ability to think logically
– Display of anger in the workplace is
inappropriate
– Practice effective stress management and think
before responding
![Page 28: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/28.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 28
WRITTEN COMMUNICATION
• Written Communication: a form of
business communication that is printed,
handwritten, or sent electronically
– Receiver draws conclusions based upon
grammar, vocabulary, presentation, and
formatting used in written communication
– Common forms include letters, memos, and
electronic messages
– Other forms are texts, blogs, or wikis
![Page 29: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/29.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 29
WRITTEN COMMUNICATION
• Professional, formal, and well-presented
• Error-free
• Clear message with carefully chosen words
• With the exception of handwritten thank-you
notes, written business communication
should be keyboarded
![Page 30: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/30.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 30
WRITTEN COMMUNICATION
• Plan your message
– Identify what you want to communicate
– To whom you need to communicate
– What desired action you want
• Keep free from anger or negativity
• Keep correspondence short and simple
– Delete unnecessary words
• Share only with individuals who need to
know
![Page 31: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/31.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 31
BUSINESS LETTERS
(Fig. 9-2 and 9-3)
• Business letter: formal written form of
communication used when message is being
sent to an individual outside the organization
• Use proper business format (may vary)
– Send on company letterhead or as an
attachment to e-mail
– Error-free
– Proofread, sign, and date prior to mailing
– Use company #10 mailing envelope
![Page 32: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/32.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 32
BUSINESS MEMOS (Fig. 9-5 and 9-6)
• Business Memo: a formal form of written
business communication sent to a receiver
within an organization
– Used for internal communication
– Include receiver’s name, date, and subject
– Include all facts, but be brief
– Memos normally are no longer than one page
– Templates are commonly used
![Page 33: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/33.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 33
HANDWRITTEN NOTES
• Personal form of communication
– Special events in career or personal life
– Use pen and note card
– Just a few sentences
– Use to acknowledge or encourage others
• Thank you builds relationships
– Does something kind that takes more than five
minutes of their time, or gives you a gift
• Deliver as soon as possible
![Page 34: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/34.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 34
DOCUMENTATION
• Documentation: A formal record of events or
activities
– Employee evaluations
– Client billing
– Business operations
– Workplace injury
– Angry customer
– Employee conflict
![Page 35: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/35.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 35
DOCUMENTATION
• Describes the who, what, when, where, and
why of a situation
• Depending on situation:
– Include who was present/witnesses
– Note how people behaved or responded to the
event
• Include date, time, and location of the event
• Can be electronic or written
• Keep in confidential location
![Page 36: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/36.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 36
PRESENTATIONS
• Both formal and informal presentations are a
normal workplace event
• Rich in media
– Written, verbal, visual, nonverbal
• Successful presentations:
– Begin with a goal
– Ensure each word, visual aid, activity, and
handout supports the presentation goal
– Outline key points
![Page 37: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/37.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 37
PRESENTATIONS
• Three elements of formal presentations
– Verbal content
– Visual content
– Support content
![Page 38: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/38.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 38
PRESENTATIONS
• Verbal content
– Provides primary message
– Do not directly read, speak clearly and slowly
using professional and appropriate language
– Face audience, do not block visual
– Beware of verbal and nonverbal nervous gestures
– Dress professionally
![Page 39: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/39.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 39
PRESENTATIONS
• Visual content
– Anything the audience will view or any activity the
audience will perform during the presentation
– Pre-test technology and equipment
– Keep activity simple and non-distracting
• Support content
– A handout that reinforces verbal and visual
– Professional and visually appealing
• Practice makes perfect!
![Page 40: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/40.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 40
SLANG AND FOUL LANGUAGE
• Slang: an informal language used among a
particular group
– Avoid using slang in the workplace – including
verbal and written communications
• It is not appropriate to use foul language
– If you slip, immediately apologize
![Page 41: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/41.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 41
THINK ABOUT IT
What slang terms do you use in text messages
that may be offensive to others?
![Page 42: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/42.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 42
POTENTIALLY OFFENSIVE NAMES
• Names that could be considered sexist and
offensive are inappropriate in a business
setting
• Using inappropriate names toward coworkers
will expose you and your company to a
potential sexual harassment lawsuit
![Page 43: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/43.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 43
POTENTIALLY OFFENSIVE NAMES
• Instead of:
– Postman
– Policeman
– Waitress
– Stewardess
– Maid
• Use:
– Postal carrier
– Police officer
– Server
– Flight attendant
– Housekeeper
![Page 44: Communication€¦ · Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: •Demonstrating knowledge of the communication](https://reader034.vdocument.in/reader034/viewer/2022042314/5f01f0357e708231d401c6cd/html5/thumbnails/44.jpg)
Copyright © 2016, 2013, 2011 Pearson Education, Inc. 44
NOT ALWAYS ABOUT YOU
• There is one word that often dominates our
vocabulary, “I”
• When you are using verbal communication,
think before you speak; if your initial sentence
includes I, try to rephrase your message
• Focus the conversation on others