1. Part 2 – Skills for Success
Chapter 5
Communicating on the Job

2. Communication
The process of conveying a message, thought, or idea so it is accurately received and understood.
Communication skills needed in the workplace are listening, reading, writing, and speaking.
Employers also want workers to be skillful in using communication technology.
Where is your communication strength—listening, reading, writing, or speaking?

3. Communication Model Sender – starts communication
Encoder – forms mental picture
Message – something understood by the senses (written, spoken, printed)
Channels – how message is delivered
Receiver – gets message
Decoder – forms mental picture
Feedback – reveals what message was received
Noise – anything that interrupts message
Give an example of a recent communication you experienced and explain how this model fits your communication.

4. Effective Communication
The communication process is more complex than just speaking or writing to another person.
The way the receiver reacts conveys what message they understood.
If the reaction is not what you expected, the receiver may have misunderstood the message.
Aside from interference you hear, noise is a psychological factor that affects conversations.
Conflict between the sender and receiver can result in psychological noise.
Describe an experience you have had where the receiver did not get the message you intended. Why did this happen?

5. Listening Skills
Sometimes mistaken for the same, listening and hearing are completely different.
When you hear something, you simply recognize the sound.
When you listen to someone, you understand what you hear.
Communication does not take place if the person is not listening when the message is sent.
Explain a situation where someone heard what you said but was not listening.

6. Failure to Listen
The following situations often lead to people not listening:
Being interrupted.
Thinking they know what will be said.
Disagreeing with what is said.
Having difficulty hearing.
Being distracted by the speaker.
Not understanding the words.
Thinking about something else.
Which of these barriers to communication have you recently encountered?

7. Reading and Comprehension Skills
At your job you will be expected to read many types of printed material.
Aside from simply being able to sound out the words, you need to be able to comprehend, or understand, the information.
Good reading and comprehension skills will help you do well on the job.

8. Becoming a Better Reader
Use the following guidelines to improve reading skills:
read with purpose
look over the material you are reading first
try to read for meaning
try to improve your vocabulary
What can you do to improve your vocabulary?

9. Writing and Keyboarding Skills
Both writing and keyboarding are important skills for an employee.
Good writing is critical to present clear and logical thoughts.
Basic keyboarding skill will help you compose workplace communications and key-in data.
Are your keyboarding skills up to date? If not, what steps are you taking to develop those skills?

10. Business Letters
Letters written in the workplace are more formal than personal letters.
Business letters have different parts, use specific styles, and have a distinct appearance.
It is important to keep a copy of every business letter you write.

11. Parts of a Business Letter
Return address
Date
Inside address
Salutation
Body
Complimentary close
Signature
Reference initials
Have you written a business letter? If so, for what purpose?

12. Types of Business Letters
Business letters are usually written for one of three reasons:
to request information, merchandise, or service
to send good news or a neutral message
to deliver bad news
Give an example of a business letter written for one of these three purposes.

13. Request Letters Three main points to cover
your request and why you are making it
details necessary for the reader to respond to your request correctly
what action you want the reader to take and when
When do you think a business would send or receive a request letter?

14. Good News and Neutral-Message Letters
Three important points to tell the reader
the news or the main idea
any details, facts, or reasons that relate to it
an ending with a positive, friendly note
Give an example of an opening for a good news business letter.

15. Bad-News Letters Four important points to tell the reader
something positive that interests the reader, yet relates to the bad news
why the request cannot be granted or why the situation must be different from the way the reader wants it
a constructive suggestion or an alternative
an ending with a friendly, positive note

16. Appearance of a Business Letter
A letter needs margins, or blank space, at the top, sides, and bottom of the paper.
In the block-form letter, all parts begin at the left margin with no indentation.
In the modified block-form letter, the paragraphs may be indented and all parts begin at the left margin except the return address, date, complimentary close, name, and signature.

17. Appearance of a Business Envelope
The inside address needs to be repeated slightly above the center.
The return address, with the full name of the sender, goes in the upper left corner.
Printing the customer address in full uppercase letters works best in U.S. Postal Service scanners.
Always include the zip code and two-letter state abbreviation developed by the postal service.

18. Memos
A memo is a short informal written message to or from people or departments in the same company.
Standard parts of a memo include
date to
from
subject
body

19. Business Reports
Business reports are written to present a new idea, explain a problem, or summarize work.
When planning your report, you should
define the purpose.
consider who will receive the report and how much detail they need.
determine what ideas need to be included.

20. Formal and Informal Reports
Formal reports are usually long and about complex problems.
Informal reports are short and include the body of the message, like the body of a letter or memo.

21. Nonverbal Communication
Any message that does not use written or spoken words.
Nonverbal communications should reflect what you are saying in written or verbal form.
The meaning of what you say can be altered by facial expressions, gestures, and posture.
Give some examples of nonverbal communications that take place in class.

22. Speaking Skills
Employers usually consider speaking skills one of the basic skills needed by effective workers.
When speaking to others, follow these guidelines
speak clearly and distinctly
speak to the listener
speak with a friendly, courteous tone
use standard English
talk “with” the listener, not “to” the listener
What does it mean to talk “with” the listener, not “to” the listener?

23. Talking on the Phone
One of the quickest ways to communicate in the workplace is with the telephone.
Pointers to improve work-related telephone skills
answer the phone immediately
greet the caller pleasantly
give the name of your company, your department, or your own name
speak clearly and say each word distinctly
end the conversation pleasantly
Pretend you are answering the phone for your employer. What would your greeting be?

24. Taking a Phone Message
Be prepared with pen and paper so you can write down messages.
Record the following:
date
time of the call
name of caller
name of person who should receive the message
the message itself
Read the message back to the caller to make sure it is correct.

25. Communication Technology
Methods of communicating are rapidly changing in the workplace.
The speed of communicating is also much faster due to technology.
Technology used in the workplace includes
computers and access to
voice mail
cellular phones
walkie-talkies
headsets which allow you to multitask
teleconferencing and videoconferencing
Explain why these types of technology are important in the workplace.

26. Informal Communication Channels
Unscheduled communication with coworkers that occurs by chance is informal communication.
Sometimes more information is communicated in the workplace informally rather than formally.
It is important to distinguish facts from gossip.
These communications take place in a variety of settings
while commuting
while on a shift change
during work breaks
How can you determine whether informal communication is true or false?

27. Thinking Back What skills are required for effective communications?
What new technologies are employed in communications?
What are some differences between formal and informal communications?