1. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–1 This is the prescribed textbook for your course. Available NOW at your campus bookstore!

2. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–2 Communication For Business  PART A: INTERPERSONAL SKILLS  PART B: WORKING IN TEAMS  PART C: INTERACTING WITH CLIENTS  PART D: WRITING FOR BUSINESS

3. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–3 Part A: Interpersonal Skills  Chapter 1 Communicating at work  Chapter 2 Resolving conflict and negotiating

4. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–4 Communicating at work  Topics Discussed:Chapter 1 Communication at work Skills of a good communicator The communication process Sending and receiving Non-verbal communication Questioning skills Active listening Empathy Cultural awareness

5. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–5 What is communication?  Communication involves: Creating a shared meaning between people Reaching a common understanding of an idea or concept –Person-to-person –In a small group –In a meeting –In an organisation –In the mass media Improving efficiency and job satisfaction

6. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–6 Communication at Work  Who did I communicate with? Client, colleague …  Why did I need/want to communicate? Collect information, socialise …  How did I communicate? Face-to-face, email …

7. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–7 Skills of a good communicator  Good communicators: Speak and write clearly Listen actively Give feedback Make eye contact Avoid interrupting Respect the views of others Ask questions Use appropriate non-verbal behaviour

8. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–8 The Communication Process

9. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–9 Sending and Receiving  Factors affecting the sender and receiver: Feelings Attitudes Values Experiences Culture Self-esteem

10. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–10 Interference  The message does not reach the receiver  The receiver misunderstands the message  Examples of interference: Rank, status, power Equipment failure Wrong channel Ambiguity Bias or prejudice Emotional state Fear of change, denial

11. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–11 Non-verbal Communication  Non-verbal communication does not use words. It relies on: Eye contact Facial expressions The way we stand or sit Gestures The use of personal space Voice characteristics Spatial arrangements

12. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–12 Questioning  Different types of questions help you get the information you need: Closed Open Probing

13. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–13 Active Listening  Listen actively to the answers by: Attending Following Reflecting Active listening is a skill you learn by PRACTICE.

14. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–14 Listening barriers  Barriers to effective listening: Interrupting Letting your emotions control your listening Inadequate background knowledge

15. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–15 Empathy Uncovers complex needs and concerns Supports confidence and self-knowledge Encourages development and growth Improves relationships

16. Copyright  2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series Slides prepared by TAFE NSW—Access Division 1–16 Cultural Awareness  Value diversity and create empathy by: Valuing others Taking other people’s needs, concerns and values seriously Showing interest Using inclusive language Avoiding generalisations and stereotyping