Communicating in the Workplace

What is Communication The activity of sending meaningful information

Communicating in the Workplace Negotiating; bargaining; persuading Greeting people; representing others to the public; selling Courteous telephone skills Reporting, conveying information; explaining issues or procedures Listening effectively Interviewing Preparing written materials Organizing and presenting ideas for formal and informal presentations Participating in group discussions

Importance of Effective Communication Cornerstone for establishing trust Cornerstone for new business and customer retention Increases productivity Many companies expend human and financial resources to train employees in communication

Three Main Forms of Business Communication Non-verbal Communication Verbal Communication Written Communication

Non-Verbal Communication

Nonverbal Communication Hand Gestures Facial Expressions Touching Body Language Eye Contact Turning your back to the speaker What Other Ways Can You Think Of?

What Are They Saying?

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication in the Workplace Plays important role in workplace Particularly with customers 63-95% more impact that verbal communication Non-verbal cues indicate listening/interest Poor communication skills leads to low employee morale and conflict Effective communication skills leads to high morale and collaboration

Examples of Non Verbal Business Communication Nod of approval Thumbs up Pat on back Rolling Eyes Raising Eyebrows Frown

Verbal Communication

Verbal Communication in Business Simplest form of communication Use language appropriate for audience Clear Voice Audible Respectful tone Active Listening Active Questioning as appropriate

Examples of Verbal Communication in Business Answering business phone/extension Receiving visitors Giving instructions Training Presentations Addressing/Participating in Meetings

De-Brief Students will respond on a piece of paper and submit before leaving: Communication defined Nonverbal Communication defined How can nonverbal communication be expressed in the workplace? What kinds of messages do you give your co-workers and employer through your ACTIONS?