1. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 1 9 Communication

2. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 2 TRUST HONESTY INFORMATION

3. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 3 After studying these topics, you will benefit by: Demonstrating knowledge of the communication process and the impact effective communication has on workplace and career success Stating the primary communication media and their appropriate uses Considering the importance word choice and effective listening have in verbal communication Describing the primary methods of nonverbal communication

4. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 4 After studying these topics, you will benefit by (cont.): Identifying the appropriate written communication to use in various workplace situations Explaining the purpose and process of effective documentation Developing the elements of effective presentations

5. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 5 COMMUNICATION AT WORK Effective communication is vital to business –Required attention and protocol –Know what, when, and how to communicate –Improving communication skills is an ongoing process

6. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 6 WORKPLACE COMMUNICATION Channels Communication: the process of a sender transmitting a message to a receiver with the purpose of creating mutual understanding Information is power –Share appropriate, timely, and accurate information

7. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 7 TOPIC SITUATION Sarah’s Communication TOPIC RESPONSE: What type of information do employees need to know?

8. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 8 WORKPLACE COMMUNICATION Channels Formal communication: occurs through the formal (official) lines of authority –Vertical communication - down or up the organization chart –Horizontal communication - occurring among individuals at the same or close organizational levels

9. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 9 WORKPLACE COMMUNICATION Channels Informal communication: occurs among individuals without regard to the formal lines of authority Grapevine: informal network where employees discuss workplace issues of importance –Not 100% accurate –Do not contribute negative information –Clarify inaccurate information/rumors

10. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 10 WORKPLACE COMMUNICATION Channels Gossip: an informal communication network where personal information about individuals is shared that is hurtful and inappropriate –Disrespectful –Immature and unprofessional –Defend coworkers –Clarify information

11. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 11 THE COMMUNICATION PROCESS The process of a sender transmitting a message to an individual (receiver) with the purpose of creating mutual understanding

12. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 12

13. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 13 THE COMMUNICATION PROCESS Sender: individual conveying a message –Encoding: process of sender identifying how the message will be sent verbal, nonverbal, or written

14. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 14 THE COMMUNICATION PROCESS Receiver: individual that receives and decodes the message –Decoding: how the receiver interprets the message that was sent –Feedback: a response to a sender based on the receiver’s interpretation of the message

15. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 15 THE COMMUNICATION PROCESS Barriers –Clearly identify the message to be sent –Determine how best to sent the message –Noise Noise: anything that interrupts or interferes with the communication process (audible or not)

16. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 16 TALK IT OUT Identify the noises you experience during class

17. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 17 TOPIC SITUATION Keira with Noise TOPIC RESPONSE: How could Keira have been more open to the speaker?

18. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 18 THE COMMUNICATION PROCESS Media Verbal Nonverbal Written

19. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 19 VERBAL COMMUNICATION AND LISTENING Verbal Communication: the process of using words to send a message –Identify words that are appropriate Not too basic Not intimidating or arrogant –Use proper English and grammar –Watch speed of speaking and tone

20. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 20 VERBAL COMMUNICATION AND LISTENING Listening: the act of hearing attentively –Active listening: the receiver provides full attention without distraction –Passive listening: the receiver is selectively hearing parts of the message, focused more on his or her response –Non-listening mode: allowing emotions, noise, or preconceptions to impede communication

21. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 21 TALK IT OUT Name situations where it is easy to be in non- listening mode. What can an individual do to improve his or her listening skills in such situations?

22. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 22 NONVERBAL COMMUNICATION Nonverbal communication: what is communicated through body language –Eye contact –Facial expressions (smiles or frowns) –Body positioning –Proxemics (space) –Silence

23. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 23 NONVERBAL COMMUNICATION Eye contact –Communicates honesty and sincerity –Communicates confidence –Don’t stare or make receiver uncomfortable –Be aware of response Facial expressions (smiles or frowns) –Be aware of the situation

24. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 24 NONVERBAL COMMUNICATION Body positioning –Crossed arms Physically cold, angry, or uninterested Keep arms at your side Do not put hands in pockets –Touching (except handshakes) is not acceptable

25. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 25 NONVERBAL COMMUNICATION Proxemics (space): the study of distance (space) between individuals and is also an important factor in body language –Normal is 1 ½ feet around –Standing too close may imply intimacy or intimidation –Interpret body language from receiver

26. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 26 NON-VERBAL COMMUNICATION Silence –An effective and powerful communication tool –Communicates listening –Provides time for clarification –Recognize times when it is appropriate Conflict and negotiation

27. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 27 NONVERBAL COMMUNICATION Emotion –Make every attempt to not become emotional at work –Find a private area to deal with emotion –Emotions take away our ability to think logically –Display of anger in the workplace is inappropriate –Practice effective stress management and think before responding

28. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 28 WRITTEN COMMUNICATION Written Communication: a form of business communication that is printed, handwritten, or sent electronically –Receiver draws conclusions based upon grammar, vocabulary, presentation, and formatting used in written communication –Common forms include letters, memos, and electronic messages –Other forms are texts, blogs, or wikis

29. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 29 WRITTEN COMMUNICATION Professional, formal, and well-presented Error-free Clear message with carefully chosen words With the exception of handwritten thank-you notes, written business communication should be keyboarded

30. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 30 WRITTEN COMMUNICATION Plan your message –Identify what you want to communicate –To whom you need to communicate –What desired action you want Keep free from anger or negativity Keep correspondence short and simple –Delete unnecessary words Share only with individuals who need to know

31. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 31 BUSINESS LETTERS (Fig. 9-2 and 9-3) Business letter: formal written form of communication used when message is being sent to an individual outside the organization Use proper business format (may vary) –Send on company letterhead or as an attachment to e-mail –Error-free –Proofread, sign, and date prior to mailing –Use company #10 mailing envelope

32. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 32 BUSINESS MEMOS (Fig. 9-5 and 9-6) Business Memo: a formal form of written business communication sent to a receiver within an organization –Used for internal communication –Include receiver’s name, date, and subject –Include all facts, but be brief –Memos normally are no longer than one page –Templates are commonly used

33. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 33 HANDWRITTEN NOTES Personal form of communication –Special events in career or personal life –Use pen and note card –Just a few sentences –Use to acknowledge or encourage others Thank you builds relationships –Does something kind that takes more than five minutes of their time, or gives you a gift Deliver as soon as possible

34. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 34 DOCUMENTATION Documentation: A formal record of events or activities –Employee evaluations –Client billing –Business operations –Workplace injury –Angry customer –Employee conflict

35. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 35 DOCUMENTATION Describes the who, what, when, where, and why of a situation Depending on situation: –Include who was present/witnesses –Note how people behaved or responded to the event Include date, time, and location of the event Can be electronic or written Keep in confidential location

36. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 36 PRESENTATIONS Both formal and informal presentations are a normal workplace event Rich in media –Written, verbal, visual, nonverbal Successful presentations: –Begin with a goal –Ensure each word, visual aid, activity, and handout supports the presentation goal –Outline key points

37. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 37 PRESENTATIONS Three elements of formal presentations –Verbal content –Visual content –Support content

38. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 38 PRESENTATIONS Verbal content –Provides primary message –Do not directly read, speak clearly and slowly using professional and appropriate language –Face audience, do not block visual –Beware of verbal and nonverbal nervous gestures –Dress professionally

39. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 39 PRESENTATIONS Visual content –Anything the audience will view or any activity the audience will perform during the presentation –Pre-test technology and equipment –Keep activity simple and non-distracting Support content –A handout that reinforces verbal and visual –Professional and visually appealing Practice makes perfect!

40. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 40 SLANG AND FOUL LANGUAGE Slang: an informal language used among a particular group –Avoid using slang in the workplace – including verbal and written communications It is not appropriate to use foul language –If you slip, immediately apologize

41. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 41 THINK ABOUT IT What slang terms do you use in text messages that may be offensive to others?

42. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 42 POTENTIALLY OFFENSIVE NAMES Names that could be considered sexist and offensive are inappropriate in a business setting Using inappropriate names toward coworkers will expose you and your company to a potential sexual harassment lawsuit

43. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 43 POTENTIALLY OFFENSIVE NAMES Instead of: –Postman –Policeman –Waitress –Stewardess –Maid Use: –Postal carrier –Police officer –Server –Flight attendant –Housekeeper

44. Copyright © 2016, 2013, 2011 Pearson Education, Inc. 44 NOT ALWAYS ABOUT YOU There is one word that often dominates our vocabulary, “I” When you are using verbal communication, think before you speak; if your initial sentence includes I, try to rephrase your message Focus the conversation on others