1. COMMUNICATION SKILLS

2. COMMUNICATION
PROCESS OF CONVEYING A MESSAGE, THOUGHT, OR IDEA SO IT IS ACCURATELY RECEIVED AND UNDERSTOOD.
Primary skills needed at Work
Listening
Writing
Reading
Speaking
Once again this are scans skills that we are discussing which SCANS Competence do they fall under?
Basic Skills

3. EFFECTIVE COMMUNICATION
WHEN THE MESSAGE RECEIVED IS THE SAME AS THE MESSAGE SENT
Ineffective communications occur more often than you might guess.
To check for effective communication always wait for feedback from the receiver.

4. COMMUNICATION PROCESS
Noise
Noise
Noise
Noise
Noise
Noise
Noise
Noise
Sender’s Environment
Receiver’s Environment
Encodes
Message
Decodes
Receiver
Sender
Describe the process by walking through the steps and then discussing the actual steps
Encodes
Decodes
Message

5. COMMUNICATION PROCESS
SENDER – the person who starts the communication and has an image of what he/she wants to communicate
ENCODER- the sender’s mind which forms a mental image of the message being sent
MESSAGE – something that is understood by the senses (usually spoken, written, or printed)
CHANNELS – how the message is delivered (by voice, image, printed)
Encoder is what we see our selves saying or communicating

6. COMMUNICATION PROCESS
RECEIVER – the person who gets the message
DECODER – the receiver’s mind, which forms a mental image of the message received
FEEDBACK – a clue that reveals what message was received
NOISE – anything that interferes or interrupts the message
Decoding is hearing or reading the message and putting it into what we think it meant or what it means to us.

7. TYPES OF NOISE IN COMMUNICATION
MECHANICAL NOISE
What are different mechanical noise that you know?
PSYCHOLOGICAL NOISE
What are different psychological noise that you know?
Mechanical : talking, phone ringing, people clicking a pen, machine making noise, other conversations, rain outside, ect.
Psychological – not agree with what is being said, bored and thinking of other things, not liking person and not wanting to hear them

8. LISTENING SKILLS HEARING – RECOGNIZING SOUND
LISTENING – UNDERSTANDING WHAT YOU HEAR

9. WHY DON’T WE LISTEN WELL?
INTERRUPTIONS
ASSUME WHAT IS GOING TO BE SAID
DISAGREE WITH SENDER
THINKING OF SOMETHING TO SAY/OR ABOUT SOMETHING ELSE
NOT HEARING WHAT IS SAID
DISTRACTED
DON’T UNDERSTAND

10. LISTENING SKILLS: To be a good listener
Concentrate on what is being said
Don’t become distracted
Don’t interrupt the speaker, unless you don’t understand
Ask for explanations when you don’t understand
Provide feedback before responding, by rephrasing what you heard

11. SPEAKING SKILLS
SPEAK CLEARLY AND DISTINCTLY – avoid running words together. Example – whydoncha for Why Don’t You.
SPEAK TO THE LISTENER – establish eye contact, and use words they understand
SPEAK WITH A FRIENDLY AND COURTEOUS TONE – phrase things in a positive way, avoid arguing and complaining

12. SPEAKING SKILLS
USE STANDARD ENGLISH – Example: Bob came here yesterday. Vs. Bob yesterday here
TALK “WITH” THE LISTENER NOT “TO” THE LISTENER – keep message short and understandable, give the listener chance to provide feedback
With not To – means that you are waiting to see a response from them and for feedback not just talking and hoping that they got it.

13. NONVERBAL COMMUNICATION
ANY MESSAGE THAT DOES NOT USE WRITTEN OR SPOKEN WORDS
BODY LANGUAGE
FACIAL EXPRESSIONS
GESTURES
HAND SHAKES
Play Charades – this will end today’s class

14. TALKING ON THE PHONE ALWAYS ANSWER BEFORE THE 3 (THIRD) RING
ANSWER WITH A FRIENDLY VOICE: state company name, your department, and your own name
HOLD PHONE ABOUT 1 INCH FROM LIPS
DON’T EAT, DRINK, OR CHEW GUM
Show examples of what it sounds like and discuss any time that they have talked to someone on the phone that they don’t understand

15. TAKING A PHONE MESSAGE Date Time of Call
Name of the caller – ask how to spell if don’t know
Name of person message is for
The message itself
Number to call back

16. After taking message read back to caller
TAKING A PHONE MESSAGE
After taking message read back to caller
End the conversation pleasantly
Give the person the message right away
Thank the person for calling

17. SPEAKING TO A GROUP
PREPARING YOUR SPEECH – outline the main thoughts, limit yourself to 5 or less, organize in logical order
GIVING YOUR SPEECH – tell them what you plan to tell them, tell them, and then tell them what you told them
BEFORE GIVING YOUR SPEECH ALWAYS PRACTICE, PRACTICE, PRACTICE!!!!!!!!!
Giving your speech – Introduction of what will be discussed, discuss what you need to talk about, and then summarize what you have just said to them
Ways to Practice?

18. READING AND COMPREHENSION SKILLS
COMPREHENSION – ability to understand the material
Read with a purpose – know why you are reading and what you are expected to learn
Look over the material – Skim readings and read what is important
Try to read for meaning – Concentrate on what you are reading
Improve your vocabulary – use dictionary to learn words you don’t know
Read with purpose – know what your objective are and if you are going to have do something like take a test when you are done reading.
Look over the material – skim headings, vocab words, and also find the areas that you will need to know for sure and focus on them, skim the rest don’t read word for word.
Read for meaning – concentrate don’t read around people talking to you, don’t listen to music unless it helps you, relate the reading to yourself
Improve Vocab – if you don’t know what a word means try to find the meaning by looking at the words around it and what context it is used in. If you still don’t know then look up in dictionary. This is why we do vocabulary lists

19. WRITING AND KEYBOARDING SKILLS
THE MOST IMPORTANT JOB SKILL TO AN EMPLOYER.
WHY?
BECAUSE FEW PEOPLE POSSESS THIS SKILL
WRITING SKILLS – composing written or printed communications in clear logical manner
KEYBOARDING – allows you to type letters, memo’s, and other business communication that is the main form of communication in a business.

20. TYPES OF BUSINESS COMMUNICATIONS USING KEYBOARDING
Business Letters
Memo’s
Report’s
We will discuss all of these later and also practice writing Business letters and Memos

21. COMMUNICATION TECHNOLOGY
COMPUTERS -
VOICE MAIL –
CELLULAR PHONES –
WALKIE-TALKIES –
HEADSETS
TELECONFERENCING AND VIDEO CONFERENCING -
Computers – allow for , later we will discuss issues with and how to form an appropriate . They also allow us to have chat rooms, this is why having good keyboarding skills is important.
Voice Mail – messages, they are often hard to understand and need to have good communication skills
Cellular phones – contact people away from work and homes easier to get a hold of. How many of you have cell phones?
Walkie-Talkies –
Headsets – allow you to talk on the phone and have your hands free to do other things
Teleconferencing and video conferencing – this allows for meetings from a distance, also do classes this way. Communication is really important here, because there is no face to face interaction, can’t read nonverbal cues.

22. INFORMAL COMMUNICATION CHANNELS
COMMUTING – when you carpool you will often find out information about your job that you wouldn’t find at work
SHIFT CHANGES – you will find out what the person that was working before you finished or didn’t finish and what you need to do.
WORK BREAKS – talking at the water cooler, can be good or bad, don’t let it be bad.

23. ASSIGNMENT
I will divide you into groups and you will read through the role-play and tomorrow you will be given 10 minutes to prepare and then we will do our role-plays.