Soft Skills for a Digital Workplace: Verbal Communication Unit A: Understanding the Basics of Verbal Communication

Objectives Organize your messages Use vocal elements effectively Understand nonverbal language Develop credibility Give and receive feedback

Objectives Overcome barriers to communication Communicate ethically Understand cross-cultural issues

Organizing Your Messages In verbal communication, one person sends a message to another person or group using speech. Communication is successful when the speaker and listener understand each other. After receiving a message, the listener must decode its meaning.

Organizing Your Messages To organize your messages and clarify their meaning: Start with what your listener needs to know Limit the amount of information Eliminate unnecessary words Make your messages relevant to your listener Take a direct approach Pause occasionally

Organizing Your Messages Spoken communication process

Using Vocal Elements Effectively In conversation, your voice is the channel you use to communicate. People listen to the vocal elements of your speech. Vocal elements include: Voice inflections Rate of speech Volume Tone

Using Vocal Elements Effectively To use vocal techniques effectively: Change the speed of your voice Shift the pitch of your voice Control the volume of your voice Punctuate with pauses Articulate clearly

Using Vocal Elements Effectively Effective vocal elements

Understanding Nonverbal Language Body language and nonverbal signals add meaning to your message. Nonverbal language includes: Hand and arm gestures Eye contact and movement Facial expressions The position of your body Your overall appearance Your audience uses nonverbal language to help interpret your message

Understanding Nonverbal Language Guidelines for nonverbal language: Maintain eye contact Present pleasant facial expressions Gesture appropriately Maintain good posture Keep your distance

Understanding Nonverbal Language Nonverbal language in the workplace

Developing Credibility Credibility is a perception that others have of your believability. Credibility is closely associated with trust, a crucial element in personal and professional relationships. A lack of trust can undermine what you say.

Developing Credibility To develop credibility: Speak objectively and accurately Strive for clarity Be consistent Demonstrate empathy and concern Remember Aristotle’s triangle

Developing Credibility Credibility and empathy in speaking

Giving and Receiving Feedback Giving and receiving feedback lets speakers know that listeners received and understood the message. As a speaker, you receive feedback about how others perceive you and your message. As a listener, you can improve communication by providing feedback such as nodding if you understand the message, paraphrasing to make sure you’re interpreting the message correctly, and asking questions.

Giving and Receiving Feedback Guidelines for giving and receiving feedback: Emphasize the positive Be tactful Depersonalize negative messages Provide solutions Choose your location and timing Give others permission to disagree with you

Giving and Receiving Feedback Examples of positive and negative feedback

Overcoming Barriers to Communication Obstacles can prevent or disrupt the effective communication of meaning. To overcome barriers of communication: Use appropriate language Make your messages clear Send consistent signals Use the appropriate medium Reduce physical distractions

Overcoming Barriers to Communication Language that creates and avoids misunderstandings

Communicating Ethically Ethics deals with principles for acceptable conduct, and usually refers to honest, fair behavior and decisions. Ethical and legal behaviors often overlap, but are not the same.

Communicating Ethically Guidelines for communicating ethically: Be truthful Present a balanced viewpoint Differentiate fact from opinion Disclose information clearly Be consistent

Understanding Cross-Cultural Issues Your cultural influences can affect your communication. Guidelines for cross-cultural communication: Keep your messages simple Speak slowly and clearly Watch for signs of understanding Listen carefully and uncritically Avoid cliches and idioms

Technology@Work: Web Conferencing Web conferencing tools are software and services that let you use an Internet-connected computer to meet with others and communicate orally. Web conferences are popular for training and demonstrations.

Technology@Work: Web Conferencing Guidelines for web conferencing: Find a conference host Reserve a time Invite meeting participants Plan the visuals Record the conference

Summary Effective communicators organize their messages so they are clear, logical, and easy for the listener to understand. Use vocal elements effectively. Use nonverbal language appropriately. Develop credibility. Give and receive feedback appropriately.

Summary Overcome barriers to communication. Communicate ethically. Keep cross-cultural issues in mind.