2. Communication
Today we’re going talk about the skills required for effective communication on the job.
Communication is the process by which people create and share information and ideas with one another in order to reach mutual understanding.
Effective workplace communication is therefore the foundation of positive and cooperative working relationships.

3. COMMUNICATION Session Objectives You will be able to:
Understand the benefits of effective workplace communication
Recognize obstacles to effective communication
Enhance your communication skills
Communicate more effectively on the job
The objective of this training session is to teach you the basics of effective workplace communication. At the end of the training session, you will be able to:
Understand the benefits of effective workplace communication
Recognize obstacles to effective communication
Enhance your communication skills
Communicate more effectively on the job
At the end of this session, you’ll take a short quiz to test your understanding.

4. COMMUNICATION Session Outline Benefits of effective communication
Why communication breaks down
Basic techniques for effective communication
Positive ways to communicate criticism and bad news
How to participate more effectively in meetings
We’ll discuss:
Benefits of effective communication
Why communication breaks down
Basic techniques for effective communication
Positive ways to communicate criticism and bad news
How to participate more effectively in meetings

5. Benefits of Effective Communication
Better access to information
Enhanced teamwork
Assured accountability
More consistency
The benefits of effective communication are too numerous to list here. But these are perhaps the most important in the context of working relationships.
Good communication between you and your co-workers means that you all have better access to the information you need to do your jobs well.
Effective communication is also the basis of effective teamwork. Team members must be constantly in communication—explaining, listening, discussing, and keeping one another up to date.
Good communication ensures accountability because everyone knows who’s responsible for what.
It also ensures more consistency, since everyone is on the same page when it comes to procedures and work rules.

6. Benefits of Effective Communication (cont.)
Better quality
Improved productivity
Greater safety
Increased customer satisfaction
Effective communication also ensures better quality. When everyone is communicating, mistakes and errors are avoided and standards can be met.
Good communication helps you and your co-workers synchronize your efforts to improve productivity.
Effective communication ensures greater safety. You alert co-workers to hazards. They warn you of potential problems. By communicating throughout your shift, you keep one another safe.
Good communication with customers and among ourselves also helps increase customer satisfaction, which is essential for keeping our company competitive and profitable.

7. What Is Effective Communication?
Interactive
Informative
Positive
Productive
We’ve repeatedly used the phrase “effective communication.” But what does this really mean? What is effective communication?
It is interactive. It flows both ways. You speak and you listen.
Effective communication is also informative. It tells you and others what you need to know.
It is positive. It focuses on the exchange of ideas and information to improve relationships and interactions on the job.
And finally, effective communication is productive. It allows you to interact successfully with co-workers and do what you have to do to perform your job efficiently.

8. Why Communication Breaks Down
Too many links in the chain
Too many messages
Lack of clarity
Unfortunately, workplace communication isn’t always effective. There are several key reasons why communication can break down.
Sometimes your message gets passed from person to person. The more links in the communication chain, the more quickly your message can become distorted, and the less accurate the information received by those furthest down the chain will be. In a couple of minutes we’ll conduct a little experiment to see exactly how this might occur.
Communication also breaks down when too many messages are being communicated all at once. It’s hard to absorb so much information at one time. Realize, too, that any communication of yours is competing with a lot of other information people are receiving from other sources.
Another cause of communication breakdown is lack of clarity. If your message is confusing or ambiguous, what a person actually hears might be quite different from what you intended to say.

9. Why Communication Breaks Down (cont.)
Undefined expectations
Inadequate listening
Failure to target audience
Another reason communication frequently breaks down is undefined expectations. It is important to know and express what you expect to happen as a result of your communication. If expectations are not clearly defined, you may be unpleasantly surprised by the results.
As we said earlier, effective communication is interactive. It flows two ways. When you communicate a message without taking the time to listen carefully to the response, the communication is incomplete.
Failure to consider your audience—the person or people to whom you are speaking—usually leads to serious communication breakdowns. If you don’t take their concerns and priorities into account before you speak, they might very well not really hear what you have to say. We’ll talk more about targeting your audience a little later in the session.

10. Facts About Communication
Do you understand what we’ve discussed?
Now it’s time to ask yourself if you understand the information presented so far. What good communication means? Why communication can break down?
Now we’ll discuss the basic techniques for effective communication on the job.

11. Get Your Message Across
COMMUNICATION
Get Your Message Across
Think about what you want to say
Organize your thoughts into a logical sequence
Consider your expectations
Keep it simple
Effective communication begins with a message. The message is the information you want to transfer from your head into the minds and hearts of the people to whom you speak or to whom you write.
Before you speak or write, think carefully about what you want to say. Be as clear as possible about each of the points you want to make.
Then, organize your thoughts into a logical sequence for communication.
Next, consider your expectations. What results do you expect from this communication? Do you expect the other person to take some action as a result of what you tell them? Make sure your expectations are clearly outlined in your message.
Keep your communications simple. One message at a time, simply and directly stated, is more likely to be heard and understood.

12. Get Your Message Across (cont.)
COMMUNICATION
Get Your Message Across (cont.)
Be precise
Be concise
Demonstrate when appropriate
Repeat your message
To get your message across, be as precise as possible. Use concrete language and examples to explain what you mean so that you leave no room for misinterpretation.
Be concise. Say only what needs to be said to get your point across. A lot of extra words will only confuse the issue.
Demonstrate what you mean when appropriate. You know what they say: A picture is worth a thousand words. Show the other person what you mean, or draw them a diagram, a chart, or a graph to emphasize and enhance your message.
Finally, repeat your message as needed. Studies have shown that a message often needs to be repeated on several different occasions to get through.

13. Consider Your Delivery And Timing
Communicate directly to people whenever possible
Watch your tone of voice
Use written communications effectively
In addition to content, the delivery and timing of your communication also has an effect on the way it is received.
Usually, the most effective form of communication is direct communication. When you speak directly to an individual, your message has the best chance of getting across in the way you intended.
Keep a calm and even tone of voice. This way your listener can focus on the message, rather than be confused by emotional undertones. If you are angry or upset, take some deep breaths and try to calm down before you speak.
When you can’t communicate face to face and need to use written communications such as a letter or , be sure to:
Keep them brief, to the point, and professional
Clearly state your reason for writing
Provide adequate details, such as key facts and figures
Be sure to summarize your main points in a brief conclusion
Spell check and proofread the document to make sure there are no errors

14. Consider Your Delivery And Timing (cont.)
COMMUNICATION
Consider Your Delivery And Timing (cont.)
Time communications so they are delivered:
When you have the person’s attention
When the person is most receptive
When you are prepared to answer questions
Timing is also an important element of effective communication. Time your communications so that they are delivered:
When you have the attention of the person to whom you are speaking. If you try to communicate with someone who is in the middle of doing something or surrounded by distractions, your message is unlikely to be heard.
When the person is most receptive. Trying to communicate with co-workers when they’re rushing out the door at the end of the day or on their way to lunch isn’t likely to produce positive results. Pick a time when they will be able to focus exclusively on your message.
When you are prepared to answer questions. Remember that good communication is interactive. You should always be prepared to answer questions and clear up any issues that are unclear to your listener.

15. COMMUNICATION Target Your Audience Whom are you addressing?
What’s important to them?
What are their concerns and responsibilities?
What’s their stake in this communication?
Are there any special issues?
It is also essential to target your audience as we mentioned earlier.
First, consider to whom you are directing your communication. Is it a co-worker? Your boss? A customer? It’s important to target your remarks to suit the person or persons to whom they are addressed.
Think about what is most important to this person. If your message is going to have a positive impact, you must be able to get through to this person on both an intellectual and emotional level. Feature the elements of your message that are directed at meeting this person’s needs.
What are your listener’s concerns and responsibilities? What is his or her position in the organization? How does your communication help the person handle concerns and meet responsibilities?
Does this person have a stake in the issue you are discussing? If so, be sure to focus on what this person stands to gain from what you have to say.
Finally, think about any special issues that may come into play. In a multicultural society and workplace, for example, you must consider the possibility that some of the people with whom you communicate might bring ideas and influences from other cultures. English may be a second language for some. These are things you must consider and deal with for your communications with these people to be effective.

16. Establish Credibility
COMMUNICATION
Establish Credibility
Speak from experience
Back up your statements with compelling evidence
Speak with people, not to them
To be heard and respected, you need to establish credibility with the people to whom you communicate on the job.
To establish credibility—to make people believe and trust what you say—speak from your own experience as much as possible. This gives your message power and influence.
Back up your statements with compelling evidence. Give your listeners sound, convincing reasons to accept your ideas and act on them. For example, if you want to convince your boss that a new procedure would be beneficial, you have to be prepared to show with facts and figures exactly how the procedure will save time, improve quality or customer satisfaction, make the job safer, or whatever the benefit may be.
Speak with people, not to them. Engage people in your communications by including them in an interactive meeting of the minds. This involves listening as well as speaking.

17. COMMUNICATION Listen Actively Focus on the speaker Keep an open mind
Tolerate silence
Ask questions
Repeat the speaker’s thoughts
Listen for facts and key words
Active listening is attentive and focused on acquiring and analyzing information. It is also empathetic. It involves an attempt on your part to understand the feelings, attitudes, and emotions of the speaker. The active listener reads between the lines and gets the entire message.
When you are listening to someone, focus on what that person is saying. Don’t think about what you are going to say in reply until the speaker has made his or her point.
Keep an open mind. Your personal biases or opinions can keep you from hearing and accepting valuable information.
Don’t be afraid of silence. It can help both you and the speaker reflect on what has been said. It gives you time to think about your response and lets the speaker know you listened.
Ask questions that encourage dialogue. This helps you clarify the issues, and it guides both of you to reach mutually acceptable conclusions.
Repeating or paraphrasing the speaker’s thoughts can also help you clarify his or her meaning and clear up any misunderstandings.
Listen for facts and key words that will give you clues about the speaker’s interests and concerns. For example, if a person repeats a word several times, give that word close attention when analyzing the message.

18. Understand the Power of Nonverbal Communication
Body language gives important clues about the unspoken meaning of a message
Be aware of your own body language
Not all communication is verbal. Body language also has a powerful influence on effective communication.
The body language of the person with whom you are communicating gives you important clues about the unspoken meaning of a message. Body language tells you about the feelings, attitudes, and emotions of the person with whom you are communicating.
And it works the other way, too. Your body language sends signals to other people as well. That’s why it is important to be aware of your own body language as you speak. To present a positive image as you speak or listen, keep your arms open, your hands still, lean forward slightly to indicate you are engaged in the interaction, and make comfortable eye contact.

19. Power of Nonverbal Communication (cont.)
Beware of certain signals
Interpret other people’s body language
Body language signals to avoid include:
Finger or pencil tapping, which can indicate impatience
Arms crossed over the chest, which makes you appear defensive or unsure
Poor eye contact, which signals insecurity
Clenched fist, which indicates hostility
Shifting position frequently or leg jiggling, which can indicate nervousness or impatience
Slumped shoulders, which signals defeat
Constant finger-pointing, which can appear dictatorial
Staring, which can indicate hostility or an attempt to dominate
Try to interpret nonverbal signals from others and use this information to help you communicate more effectively. For example, if the person you are talking to is standing with arms crossed, they are probably not receptive to what you have to say. You may need to try a different approach to get your message across.

20. Basic Techniques of Effective Communication
Do you understand what we’ve discussed?
Do you understand what we have discussed about the basic techniques for effective workplace communication?
Now let’s talk about some other important aspects of being an effective communicator on the job.

21. COMMUNICATION The Art of Criticism Do it in private
Begin with a positive statement
Criticize the work, not the worker
Explain what needs to change, and how
Be clear about your expectations
End on a positive note
Of course, it is easier to praise people than to criticize them. But even when you must criticize, you can still do so in a positive, objective way.
The first rule of effective criticism is to do it in private. Do not embarrass a co-worker by discussing his or her shortcomings in public.
Always try to begin with a positive statement. Find something about the co-worker’s performance that you can praise. This sets a positive tone for the conversation.
Use objective feedback. Focus on the problem with the work; don’t attack the person personally.
Explain what you believe went wrong and talk about how you can rectify the situation together.
Be clear about your expectations. Be specific about the changes that you think need to be made.
End the conversation on a positive note. Stress how the changes you’ve suggested can help both of you perform more effectively.

22. Communicating Bad News
COMMUNICATION
Communicating Bad News
Be straightforward
Act promptly
Take a personal approach
Give a reason
Put the news in perspective
No one likes to be the bearer of bad news. But if you take the right approach, your message is likely at least to be accepted, if not always welcomed.
Be straightforward. Confront the situation honestly and openly. Don’t hedge or try to hide the unpleasant truth. This will only diminish confidence in your future communications.
Act promptly. Delay will only make the task more difficult.
Deliver bad news face-to-face whenever possible. This gives you the opportunity to show your concern and deal with any questions directly. It also gives you the chance to monitor body language and adjust your approach accordingly.
Always explain the reason behind the bad news. The more information people have, the more easily they will be able to accept the situation.
Finally, put the situation in perspective. Generally, bad news isn’t all bad. In most cases, there’s an upside as well—however small. Be sure to highlight any positive aspects that will help the person you are speaking to look beyond disappointment and see the big picture.

23. Overcoming Resistance
Anticipate resistance
Respect different views
Incorporate opposing arguments
Point out problems
Restate your position
Agree to differ
Obviously, not all your thoughts and ideas will meet with immediate approval.
The most effective communicators anticipate points of resistance as they are organizing their thoughts and putting together their message. Anticipating disagreement allows you to counter it and win dissenters over to your side.
Respect opposing views even if you strongly disagree with them. Showing respect for another person’s point of view creates a positive atmosphere and opens the door for a meaningful dialogue.
Whenever possible, incorporate opposing views into your position. This includes the opposition in your communication and diminishes the impact of their resistance.
Respectfully point out problems you see with another person’s opinions. Be objective and criticize the ideas, not the person.
Restate your position, making clear where you have adjusted your views to take the other person’s ideas into account.
If, after all, you cannot agree on the issue at hand, at least agree to disagree. Let the other person know that although you still think you’re right, you are grateful for the input.

24. Participating Effectively In Meetings
COMMUNICATION
Participating Effectively In Meetings
Be on time
Come prepared
Listen carefully to others
Take notes
The key to participating more effectively in meetings is to take your share of responsibility for the success of the meeting. How can you do that?
First, be on time. Coming late is disruptive and disrespectful to other participants and the meeting leader, and it may cause you to miss something important.
Come prepared. Read, do, or think about what you’ve been asked by the leader. Bring any information or materials you’ve been asked to bring. Prepare any presentation you’ve been asked to give.
Listen courteously and attentively to others. Don’t be thinking about what you want to say, what you have to do later in the day, or anything else.
Take notes. Even if meeting minutes will be distributed later, this a good way to stay focused on what’s going on and note your impressions of the meeting, as well as record decisions made and follow-up action for which you are responsible.

25. Participating Effectively In Meetings (cont.)
COMMUNICATION
Participating Effectively In Meetings (cont.)
Speak briefly and to the point
Stick to the agenda
Criticize constructively
Make a note of follow-up responsibilities
If you need to speak, be brief and to the point. Time is limited, and other people have things to say, too.
Keep to the agenda. Don’t get going on other topics or other issues.
Criticize constructively. Remember the golden rule of feedback, “Criticize actions and ideas, not people.”
Make a note of any follow-up responsibilities you’ve been assigned. Make sure you take whatever action is necessary and report as requested to the meeting leader and/or other participants in a timely manner.

26. COMMUNICATION
Effective communication is the foundation of positive working relationships
Successful communication requires you to think about your message, delivery, timing, and audience
Good communication is interactive—you speak and you listen
These are the main points you should take away from this training session.
Effective communication is the foundation of positive working relationships.
Successful communication requires you to think about your message, delivery, timing, and audience.
Good communication is interactive— you speak and you listen.
Now it’s time for the quiz.