1. Effective Communication The Magic of Language List 3 written ways you communicate on the job Bell Ringer: Answer the following questions in your notes: List 2 things to keep in mind when communicating on a phone call What is one good listening skill you know?

2. Effective Communication – DAY 2  Why Does Communication Matter?  OBJECTIVES  Determine how well you listen and how you can perfect this skill  Identify ways you can improve your reading & comprehension skills  Write effective business letters, memos, etc.  Identify was you can improve your speaking skills  Describe the technology in the workplace that aids communication with others

3. Effective Communication – DAY 2  3 Parts to Communication  SENDER  MESSAGE  RECEIVER  LISTENING  Hearing – recognizing sound  Listening – understanding what you hear “I didn’t hear you.” or “I didn’t listen to you.” The Telephone Game

4. Effective Communication – DAY 2  Causes for failing to listen  They are interrupted  They don’t agree with what will be said  They are having difficulty hearing  They are distracted by the speaker  They do not understand the words  They start to think about something else  Watch the following video and write down if you are distracted and why…then we will see what you recall  Listening Video Listening Video

5. Effective Communication – DAY 2  READING  Reading – ability to discern words on a page  Comprehension – ability to understand the material  To be an effective employee you will need to understand memos, reports, books, directions and other documents to excel at your job!

6. Effective Communication – DAY 2  READING  Even good reads can improve their skills!  Read with a purpose  Look over material you are reading first  Try to read for meaning  Try to improve your vocabulary

7. Effective Communication – DAY 2  Take a look at this paragraph. Can you read what it says? All the letters have been jumbled (mixed). Only the first and last letter of each word is in the right place.  I cnduo't bvleiee taht I culod aulaclty uesdtannrd waht I was rdnaieg. Unisg the icndeblire pweor of the hmuan mnid, aocdcrnig to rseecrah at Cmabrigde Uinervtisy, it dseno't mttaer in waht oderr the lterets in a wrod are, the olny irpoamtnt tihng is taht the frsit and lsat ltteer be in the rhgit pclae. The rset can be a taotl mses and you can sitll raed it whoutit a pboerlm. Tihs is bucseae the huamn mnid deos not raed ervey ltteer by istlef, but the wrod as a wlohe. Aaznmig, huh? Yaeh and I awlyas tghhuot slelinpg was ipmorantt! See if yuor fdreins can raed tihs too.

8. Effective Communication – DAY 2  WRITING  **One of the most important skills because it is the least practiced before entering the workforce.  It requires the formal presentation of clear, logical thoughts.  Basic keyboarding is going to benefit your writing.

9. Effective Communication – DAY 2  WRITING  Business letters  Request  Good-news  Bad-news  Envelopes  Memorandum (Memos) TO: FROM: DATE: SUBJECT:  Business Reports (Formal & Informal)

10. Effective Communication – DAY 2  NONVERBAL COMMUNICATION  Nonverbal Communication – any message that does not use written or spoken words.  Facial Expressions  Gestures  How you sit/stand  Handshake  Proximity

11. Effective Communication – DAY 2  SPEAKING  The key is to not only know words but to use words effectively.  Speak clearly and distinctly  Whydoncha or why don’t you?  Speak to the listener  Speak with a friendly/courteous tone  Use standard English  Talk “with” the listener not “to” the listener  Ask “what do you think?” to check for understanding

12. Effective Communication – DAY 2  PHONE CONVERSATION  Etiquette – the art of using good manners in any situation  Telephone Etiquette – using good manners when handling phone calls  Businesses often tell employees how to answer the phone  Hello, thank you for calling Meijer my name is ______ how can I help you?  6262 can I help you?

13. Effective Communication – DAY 2  PHONE CONVERSATION  Talk directly into the phone and pick up as quickly as possible  Do not make or receive calls on speaker if you share office space!  Do not eat, drink, or chew gum while speaking on the phone  Keep a notepad nearby in case you need to take a message and write down the date, time, name, number and message  Be kind even if someone called the wrong #

14. Effective Communication – DAY 2  PHONE CONVERSATION  When making a call plan it in advance  End the call pleasantly  If you dialed the call, thank the person for their time/cooperation  ** Impressions last longer than the call does!

15. Effective Communication – DAY 2  TECHNOLOGY IN COMMUNICATION  Cell Phone  Personal & private calls should be kept separate  Remember you can be overheard!  Headsets – allow you to get tasks done while on the phone (multi-tasking)  Videoconferencing – 2 or more people communicating through a video link  Teleconferencing – when groups communicate through a shared phone connection

16. Effective Communication – DAY 2  INFORMAL COMMUNICATION  Commuting  You could be judged by how you drive, how you act in the parking lot outside the building, etc.  Shift Change  A key time to listen to what someone on a previous shift has to say or improve your performance  Work Breaks  Remember you are still “on the clock” or at work