1. 9 Communication

2. TRUST
HONESTY
INFORMATION

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

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

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

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

7. TOPIC SITUATION Sarah’s Communication
TOPIC RESPONSE:
What type of information do employees need to know?

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

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

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

11. THE COMMUNICATION PROCESS
The process of a sender transmitting a message to an individual (receiver) with the purpose of creating mutual understanding

13. THE COMMUNICATION PROCESS
Sender: individual conveying a message
Encoding: process of sender identifying how the message will be sent
verbal, nonverbal, or written

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

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)

16. TALK IT OUT
Identify the noises you experience during class

17. TOPIC SITUATION Keira with Noise
TOPIC RESPONSE:
How could Keira have been more open to the speaker?

18. THE COMMUNICATION PROCESS Media
Verbal
Nonverbal
Written

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

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

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?

22. NONVERBAL COMMUNICATION
Nonverbal communication: what is communicated through body language
Eye contact
Facial expressions (smiles or frowns)
Body positioning
Proxemics (space)
Silence

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

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

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

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

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

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

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

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

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
Error-free
Proofread, sign, and date prior to mailing
Use company #10 mailing envelope

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

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

34. DOCUMENTATION Documentation: A formal record of events or activities
Employee evaluations
Client billing
Business operations
Workplace injury
Angry customer
Employee conflict

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

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

37. PRESENTATIONS Three elements of formal presentations Verbal content
Visual content
Support content

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

39. PRESENTATIONS Visual content Support content Practice makes perfect!
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!

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

41. THINK ABOUT IT
What slang terms do you use in text messages that may be offensive to others?

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

43. POTENTIALLY OFFENSIVE NAMES
Instead of:
Postman
Policeman
Waitress
Stewardess
Maid
Use:
Postal carrier
Police officer
Server
Flight attendant
Housekeeper

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