ADAPTING TO WORK Chapter 4

EFFECTIVE COMMUNICATION Reading Listening Speaking Writing

1. LISTENING Hearing is the process of receiving sound. It requires little thinking and very little effort. Listening is an active hearing process that requires concentration and effort.

What makes a good listener? Look at the speaker. Maintain eye contact. Ask questions. Get involved in the conversation. Avoid interrupting or changing the subject. Control your emotions. Listen to speaker and evaluate with an open mind.

Sympathetic Listening Also called empathetic listening. Being able to sense what the person is feeling. Keep your attention on the speaker. Do not interrupt. Ask questions that lead the speaker to make further analysis. Ask clarifying questions to make sure you fully understand. Try to find out why the speaker thinks or feels a certain way.

Critical Listening The ability to differentiate facts from opinion. You may do this when considering a product or service when you hear claims like “top quality” or “best buy”. These are opinions, not fact. But when you hear “100% cotton” or “1 year guarantee”, this is useful information.

Creative Listening Means listening with an open mind to new ideas. Used during the following group situations: Problem-solving techniques Brainstorming Ex: In brainstorming, all ideas are received without judgment. Then after all ideas are presented, the group votes on the best ideas and incorporated them in the plan of action.

2. SPEAKING Most oral communication is informal. Some is formal. Informal speech can involve: Making contact with others Exchanging information Influencing others Solving problems Formal speech is prepared in advance and for a specific purpose. To inform To entertain To persuade or sell

Purposes of Formal Speech To Inform Your goal is to convey information to your audience in an understandable manner. You can give facts and then reach your conclusions. To Entertain Purpose is to get your audience to relax and enjoy themselves. To Persuade Designed to convince your audience to take some action or to believe something. You must use solid facts and statistics.

Formal Speech continued… To give your formal speech added style, use visual aids such as: Videos Computerized slide shows Audio recordings Charts Models Objects

Nervousness BUILD YOUR CONFIDENCE A lot of you dislike formal speech. Here are some tips to helpful you get over stage fright… BUILD YOUR CONFIDENCE Talk before small groups, including friends/family. Take speech class. Observe other speakers. BE WELL PREPARED Outline what you want to say. Time yourself. PRACTICE PUBLIC SPEAKING Begin with short speeches and build to longer ones. Practice slowly when expressing your thoughts.

E-mail Communication The most common form of communication in business. The rules of good writing apply. DON’T write like you text. Use correct grammar. Proofread before sending. Keep your messages concise. Make sure you say what you really want to say. Remember: Email is not private. Employers can monitor employees’ email (even if you delete a message).

HUMAN RELATIONS @ WORK Human relations: the art of getting along with others. You must have a good understanding of yourself and others. You must have a genuine concern for their needs and feelings. Helpful ways to be good at human relations: Accept differences. Treat others as individuals. Empathize with others. Praise others. Focus on problems. Not people. Accept responsibility. Treat others as equals. Trust others. Control your emotions.

Employer Expectations Rules Attitudes Absenteeism

Work Rules Most businesses have written and unwritten work rules. Work rules: The do’s and don’ts of fitting in successfully and having a positive work experience. Unwritten rules: understood without being documented or verbally communicated. Courtesy Loyalty Positive attitude Punctuality

Work Rules Work rules: The do’s and don’ts of fitting in successfully and having a positive work experience. Written rules: usually posted in employee work areas or included in an employee manual. Companies that deal with hazardous chemicals or potentially dangerous machinery enforce strict written safety rules. NEW EMPLOYEES should: Arrive early Leave on time (or stay a little later) Not take extra time on breaks

Work Attitudes Attitudes are important because they affect morale, output, and public relations. A good attitude makes a favorable impression. TIPS Remember customer names and preferences. Make an extra effort to be helpful. Demonstrate knowledge, enthusiasm, and interest in customers. Display genuine concern for the quality of products & services. Listen sympathetically. Take pride in yourself and your work.

Absenteeism The record and pattern of absence rates for workers. How to deal with it depends on the reasons for the absences. Reasons why people call off: Serious or chronic illnesses, injuries, or family emergencies. Short-term illnesses, work-related incidents, personal problems. Minor illness. Pretend illness.

Absenteeism Consequences for frequent absences: Pay deductions Warnings Temporary layoffs Poor recommendations Lack of respect Termination High rates of absenteeism cost companies thousands of dollars annually.

Maslow’s Hierarchy of Needs Businesses strive to meet all of these needs for their employees. Lower needs need to be met 1st. Once the lower needs are met, the next higher level begins to motivate people’s behaviors.

Herzberg’s Two Factor Theory Hygiene Factors Motivators Job elements that dissatisfy when absent but do not add to satisfaction when present. Pay Fringe benefits Workplace environment Job elements that increase job satisfaction. Challenging work Responsibility Achievement Opportunities for personal growth.

Results of Job Satisfaction Increased Productivity Rewards & Opportunities Self-Esteem & Self-Actualization