2 COMMUNICATIONPROCESS OF CONVEYING A MESSAGE, THOUGHT, OR IDEA SO IT IS ACCURATELY RECEIVED AND UNDERSTOOD.Primary skills needed at WorkListeningWritingReadingSpeakingOnce again this are scans skills that we are discussing which SCANS Competence do they fall under?Basic Skills
3 EFFECTIVE COMMUNICATION WHEN THE MESSAGE RECEIVED IS THE SAME AS THE MESSAGE SENTIneffective communications occur more often than you might guess.To check for effective communication always wait for feedback from the receiver.
4 COMMUNICATION PROCESS NoiseNoiseNoiseNoiseNoiseNoiseNoiseNoiseSender’s EnvironmentReceiver’s EnvironmentEncodesMessageDecodesReceiverSenderDescribe the process by walking through the steps and then discussing the actual stepsEncodesDecodesMessage
5 COMMUNICATION PROCESS SENDER – the person who starts the communication and has an image of what he/she wants to communicateENCODER- the sender’s mind which forms a mental image of the message being sentMESSAGE – something that is understood by the senses (usually spoken, written, or printed)CHANNELS – how the message is delivered (by voice, image, printed)Encoder is what we see our selves saying or communicating
6 COMMUNICATION PROCESS RECEIVER – the person who gets the messageDECODER – the receiver’s mind, which forms a mental image of the message receivedFEEDBACK – a clue that reveals what message was receivedNOISE – anything that interferes or interrupts the messageDecoding is hearing or reading the message and putting it into what we think it meant or what it means to us.
7 TYPES OF NOISE IN COMMUNICATION MECHANICAL NOISEWhat are different mechanical noise that you know?PSYCHOLOGICAL NOISEWhat are different psychological noise that you know?Mechanical : talking, phone ringing, people clicking a pen, machine making noise, other conversations, rain outside, ect.Psychological – not agree with what is being said, bored and thinking of other things, not liking person and not wanting to hear them
8 LISTENING SKILLS HEARING – RECOGNIZING SOUND LISTENING – UNDERSTANDING WHAT YOU HEAR
9 WHY DON’T WE LISTEN WELL? INTERRUPTIONSASSUME WHAT IS GOING TO BE SAIDDISAGREE WITH SENDERTHINKING OF SOMETHING TO SAY/OR ABOUT SOMETHING ELSENOT HEARING WHAT IS SAIDDISTRACTEDDON’T UNDERSTAND
10 LISTENING SKILLS: To be a good listener Concentrate on what is being saidDon’t become distractedDon’t interrupt the speaker, unless you don’t understandAsk for explanations when you don’t understandProvide feedback before responding, by rephrasing what you heard
11 SPEAKING SKILLSSPEAK CLEARLY AND DISTINCTLY – avoid running words together. Example – whydoncha for Why Don’t You.SPEAK TO THE LISTENER – establish eye contact, and use words they understandSPEAK WITH A FRIENDLY AND COURTEOUS TONE – phrase things in a positive way, avoid arguing and complaining
12 SPEAKING SKILLSUSE STANDARD ENGLISH – Example: Bob came here yesterday. Vs. Bob yesterday hereTALK “WITH” THE LISTENER NOT “TO” THE LISTENER – keep message short and understandable, give the listener chance to provide feedbackWith not To – means that you are waiting to see a response from them and for feedback not just talking and hoping that they got it.
13 NONVERBAL COMMUNICATION ANY MESSAGE THAT DOES NOT USE WRITTEN OR SPOKEN WORDSBODY LANGUAGEFACIAL EXPRESSIONSGESTURESHAND SHAKESPlay Charades – this will end today’s class
14 TALKING ON THE PHONE ALWAYS ANSWER BEFORE THE 3 (THIRD) RING ANSWER WITH A FRIENDLY VOICE: state company name, your department, and your own nameHOLD PHONE ABOUT 1 INCH FROM LIPSDON’T EAT, DRINK, OR CHEW GUMShow examples of what it sounds like and discuss any time that they have talked to someone on the phone that they don’t understand
15 TAKING A PHONE MESSAGE Date Time of Call Name of the caller – ask how to spell if don’t knowName of person message is forThe message itselfNumber to call back
16 After taking message read back to caller TAKING A PHONE MESSAGEAfter taking message read back to callerEnd the conversation pleasantlyGive the person the message right awayThank the person for calling
17 SPEAKING TO A GROUPPREPARING YOUR SPEECH – outline the main thoughts, limit yourself to 5 or less, organize in logical orderGIVING YOUR SPEECH – tell them what you plan to tell them, tell them, and then tell them what you told themBEFORE GIVING YOUR SPEECH ALWAYS PRACTICE, PRACTICE, PRACTICE!!!!!!!!!Giving your speech – Introduction of what will be discussed, discuss what you need to talk about, and then summarize what you have just said to themWays to Practice?
18 READING AND COMPREHENSION SKILLS COMPREHENSION – ability to understand the materialRead with a purpose – know why you are reading and what you are expected to learnLook over the material – Skim readings and read what is importantTry to read for meaning – Concentrate on what you are readingImprove your vocabulary – use dictionary to learn words you don’t knowRead with purpose – know what your objective are and if you are going to have do something like take a test when you are done reading.Look over the material – skim headings, vocab words, and also find the areas that you will need to know for sure and focus on them, skim the rest don’t read word for word.Read for meaning – concentrate don’t read around people talking to you, don’t listen to music unless it helps you, relate the reading to yourselfImprove Vocab – if you don’t know what a word means try to find the meaning by looking at the words around it and what context it is used in. If you still don’t know then look up in dictionary. This is why we do vocabulary lists
19 WRITING AND KEYBOARDING SKILLS THE MOST IMPORTANT JOB SKILL TO AN EMPLOYER.WHY?BECAUSE FEW PEOPLE POSSESS THIS SKILLWRITING SKILLS – composing written or printed communications in clear logical mannerKEYBOARDING – allows you to type letters, memo’s, and other business communication that is the main form of communication in a business.
20 TYPES OF BUSINESS COMMUNICATIONS USING KEYBOARDING Business LettersMemo’sReport’sWe will discuss all of these later and also practice writing Business letters and Memos
21 COMMUNICATION TECHNOLOGY COMPUTERS -VOICE MAIL –CELLULAR PHONES –WALKIE-TALKIES –HEADSETSTELECONFERENCING AND VIDEO CONFERENCING -Computers – allow for , later we will discuss issues with and how to form an appropriate . They also allow us to have chat rooms, this is why having good keyboarding skills is important.Voice Mail – messages, they are often hard to understand and need to have good communication skillsCellular phones – contact people away from work and homes easier to get a hold of. How many of you have cell phones?Walkie-Talkies –Headsets – allow you to talk on the phone and have your hands free to do other thingsTeleconferencing and video conferencing – this allows for meetings from a distance, also do classes this way. Communication is really important here, because there is no face to face interaction, can’t read nonverbal cues.
22 INFORMAL COMMUNICATION CHANNELS COMMUTING – when you carpool you will often find out information about your job that you wouldn’t find at workSHIFT CHANGES – you will find out what the person that was working before you finished or didn’t finish and what you need to do.WORK BREAKS – talking at the water cooler, can be good or bad, don’t let it be bad.
23 ASSIGNMENTI will divide you into groups and you will read through the role-play and tomorrow you will be given 10 minutes to prepare and then we will do our role-plays.