1. 2.01 Communication
Why is it important at the work place?

2. Types of Communication
Verbal
Listening
Speaking
Reading
Writing
Non-verbal
Gestures
Posture
Facial expressions

3. Effective speaking skills
Speak clearly
Speak to the listener(s)
Use a friendly tone
Use standard English
Talk “with” the listener vs. “at” the listener

4. Which are most important
Of the four types of verbal communication which two are the most important in the workplace?
Reading
Reading is one of the most important because of the need to read rules and instructions
Writing
Writing is one of the most important because it can reduce misunderstanding if written clearly.

5. Telephone etiquette Answer promptly.
Greet caller professionally and pleasantly.
Name of company/department
Personal name
Offer of assistance
Hold phone at least 1” from the mouth.
Do not eat, drink or chew gum.
Record message(s).
Date
Time
Name of caller
Name of person to receive message
Content of message/desired action
Contact number

6. Public speaking/speeches
When speaking in public who or what should your focus be on???????
The Audience

7. Nonverbal Communication
Nonverbal communication has the most effect on the understanding of a spoken message.
Gestures
Posture
Facial expressions

8. If you are at ease, confident, …
your hands might be folded, limp on your lap or on a flat surface.
you might have a smile.
your body would be relaxed, possibly tilted forward toward the speaker.
eye contact would be direct, yet not staring with both eyebrows possibly lifted, and head possibly tilted forward.

9. If you are uptight, anxious …
your hands could be clenched.
you might tap on a table or clutch something tightly.
you might grimace or have tightly pursed lips.
you might fidget, pull at your hair, or perhaps scratch or rub your nose.

10. If you are angry,… your eyes could be squinting.
one eyebrow might raise.
your hands might crunch into fists or flail around.
your body might be generally stiff or rigid

11. If you feel bored, uninterested…
your total body might be slumped over.
your arms might be folded across your chest in a closed position.