1. MYPF 4.1 Communicating in the Workplace 4.2 Thriving in the Workplace
Adapting to Work
4.1 Communicating in the Workplace
4.2 Thriving in the Workplace
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2. Lesson 4.1 Communicating in the Workplace
GOALS
Describe effective communications on the job.
Explain strategies for effective human relations at work.
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3. Effective Communication at Work
Success on the job depends on good communication skills.
Of all the job activities you perform in a day, 80 percent involve communication in one form or another.
More than half of all job communication involves listening and speaking.
Many job ads list good communication skills as a must.
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4. Communication on the Job
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5. Listening Hearing vs. listening Sympathetic listening
Critical listening
Creative listening
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6. Hearing vs. Listening Hearing is the process of perceiving sound.
Listening is an active hearing process that requires concentration and effort.
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7. Sympathetic Listening
Sympathetic listening is the ability to perceive another person’s point of view and to sense what the person is feeling.
It is often called empathetic listening.
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8. Critical Listening
Critical listening is the ability to differentiate facts from opinion.
When analyzing information about a product or service you are considering purchasing, use critical listening.
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9. Creative Listening
Creative listening means listening with an open mind to new ideas.
Group problem-solving techniques, such as brainstorming, require creative listening.
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10. Informal Speaking Making contact with others Exchanging information
Influencing others
Solving problems
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11. Formal Speaking
To inform
To entertain
To persuade
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12. Stage Fright
Stage fright (nervousness) is a natural and common reaction.
Tips for controlling stage fright:
Build your confidence.
Be well prepared.
Practice public speaking.
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13. Communication Flow in the Workplace
Horizontal communication
Occurs among employees of equal rank
Downward communication
Flows from higher to lower levels in an organization
Upward communication
Flows from lower to higher levels in an organization
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14. Communication
is the most common form of communication in business today.
Rules of good writing apply.
Be concise.
Use correct grammar.
Proofread.
Review for clarity before sending.
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15. E-mail Communication Advantages Disadvantages Fast Inexpensive
Simultaneous
Easy to learn and use
Disadvantages
Overuse
No cues from reaction
Lack of privacy
Temptation to use inappropriately
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16. Human Relations at Work
Human relations is the art of getting along with others.
To be truly competent in human relations, you need to have a good understanding of yourself and of others and a genuine concern for their needs and feelings.
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17. Improve Your Relationships
Accept differences.
Treat others as individuals.
Empathize with others.
Praise others.
Focus on problems, not people.
Accept responsibility.
Avoid dogmatic statements.
Treat others as equals.
Trust others.
Control your emotions.
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18. Lesson 4.2 Thriving in the Workplace
GOALS
Describe employer expectations related to work rules, work attitudes, and work attendance.
Discuss two theories of motivation and the results of job satisfaction.
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19. Employer Expectations
Employers expect employees to behave in ways that will help meet the goals of the business.
To inform employees of expected behavior, employers create work rules and policies.
Employees who thrive in the workplace exceed these expectations.
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20. Work Rules
Work rules are the do’s and don’ts of fitting in successfully and having a positive work experience.
Unwritten work rules
Not documented
Not verbally communicated
Written work rules
Posted
Include in an employee manual
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21. Work Attitudes
Employees’ work attitudes are important to employers because they affect morale, output (production), and public relations.
A good attitude makes a favorable impression.
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22. Leave a Favorable Impression
Remember customers’ 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 and services.
Care about people and meeting their needs.
Listen sympathetically to customer complaints.
Take pride in yourself and your work.
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23. Absenteeism
Absenteeism is the record and pattern of absence rates for workers.
Businesses must deal with the causes and effects of absenteeism.
Types of absentees
Consequences of absenteeism
Costs of absenteeism
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24. Motivation and Needs
All human beings have some needs that are basic to survival and other needs that go beyond mere physical existence.
Unfulfilled needs motivate people to work toward satisfying those needs.
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25. Maslow’s Hierarchy of Needs
The model has five levels of need:
Level 1: Food, Clothing, and Shelter
Level 2: Safety and Security
Level 3: Love and Belonging
Level 4: Self-Esteem
Self-esteem is self-respect and recognition from others.
Level 5: Self-Actualization
Self-actualization is the need to reach one’s full potential, to grow, and to be creative.
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26. Maslow’s Hierarchy of Needs
(continued)
Employment can help satisfy all five levels of needs.
According to Maslow, in general, lower-level needs must be satisfied first.
Once a need is met, the next higher one in the hierarchy begins to motivate the person’s behavior.
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27. Maslow’s Hierarchy of Needs
Level 5
Self- actualization
Level 4
Self-esteem
Level 3
Love and Belonging
Level 2
Safety and Security
Level 1
Food, Clothing, and Shelter
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28. Herzberg’s Two-Factor Theory
Hygiene factors
Hygiene factors are job elements that dissatisfy when absent but do not add to satisfaction when present.
They include pay, fringe benefits, workplace environment.
Motivators
Motivators are job elements that increase job satisfaction.
They include challenging work, responsibility, recognition, achievement, and opportunities for personal growth.
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29. Results of Job Satisfaction
Increased productivity
Productivity is the relationship between the cost of paying for workers and the output that is received from their work.
Self-esteem and self-actualization
Rewards and opportunities
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