1. Soft Skills for a Digital Workplace: Verbal Communication Unit D: Improving Informal Communication

2. Objectives Communicate informally Listen actively Speak persuasively Negotiate effectively Manage conflict

3. Objectives Participate in meetings Deal with office politics Make proper introductions

4. Improving Informal Communication Any conversation on the job is still professional communication. Much of informal communication is one-on-one. It’s important to identify your purpose and audience. Listen carefully and be empathetic when expressing your ideas.

5. Improving Informal Communication Use informal communication opportunities to:   Develop and strengthen personal relationships   Promote yourself   Further your ideas and goals When communicating informally:   Be professional   Emphasize the positive   Overcome obstacles

6. Improving Informal Communication Purpose of informal communication within an organization

7. Listening Actively Listening is one of the most important communication skills you can develop. Most people in the workplace need to improve their listening skills. Studies suggest that people remember only 25-50% of what they hear in informal communication.

8. Listening Actively By becoming a better listener, you can:   Improve your productivity   Be more influential   Avoid conflicts and misunderstandings The best way to improve your listening skills is to learn to listen actively.

9. Listening Actively To listen actively:   Offer full attention   Use nonverbal signals   Give the other person feedback   Ask effective questions   Be open-minded instead of concentrating on your own agenda

10. Speaking Persuasively Persuasion is communication that guides other people towards the adoption of an idea or action. Speaking persuasively and influencing others does not mean deceiving them into doing something they don’t want to do. You often persuade others to convince them about the importance of their tasks, motivate them to perform, and request assistance and action.

11. Speaking Persuasively To speak persuasively:   Choose your timing   Start with an offer   Emphasize the benefits   Plan for questions and contradictions   Mirror the other   Do not lie or exaggerate

12. Negotiating Effectively Negotiation is a form of communication through which two or more people with different needs and goals try to identify a mutually acceptable solution to a problem. Negotiation is common in business, government, legal, and personal relationships. Some people are uncomfortable negotiating with others because it confronts conflict.

13. Negotiating Effectively To negotiate effectively:   Claim the right to negotiate   Look for solutions acceptable to all sides   Establish your goals   Identify alternatives   Do your homework

14. Negotiating Effectively Steps for solving problems in negotiations

15. Managing Conflict Conflict is unavoidable in work environments. Conflict is not necessarily counterproductive. If you manage conflict, it can:   Help to clarify goals   Enhance decision making   Build teams

16. Managing Conflict If left unresolved, conflict can:   Create disruptions in the workplace   Reduce morale   Affect productivity Any conflict that poses a threat to others should be addressed immediately.

17. Managing Conflict To manage conflict:   Develop perspective   Acknowledge the conflict   Keep communicating   Avoid manipulation and intimidation   Focus on the problem, not the individual

18. Managing Conflict Reactions to conflict

19. Participating in Meetings A meeting involves three or more people gathering to exchange information, make decisions, and solve problems. You should consider the meetings you attend serious business. Meetings are a major communication channel, a public forum where others evaluate you, and offer opportunities to reach group decisions and build consensus.

20. Participating in Meetings Guidelines for participating in meetings:   Arrive early   Come prepared to participate   Contribute at least one message   Allow others to participate   Show respect when others have the floor

21. Dealing with Office Politics The term office politics describes the interactions and relationships between people within an organization, usually focused on who is gaining or losing power and influence. Office politics is a regular part of the day-to-day culture of any business. When used to gain advantage at the expense of others or the well-being of the organization, office politics should be avoided.

22. Dealing with Office Politics Office politics can be networking behavior that helps you fairly promote yourself and your career. Career experts believe that becoming involved with office politics helps you:   Highlight your skills   Draw attention to your accomplishments   Promote your success and upward progress

23. Dealing with Office Politics Guidelines for dealing with office politics:   Learn the company culture   Support the company’s goals and strategic initiatives   Avoid taking sides   Communicate professionally at all times   Treat people with respect

24. Dealing with Office Politics Communicate professionally at all times

25. Making Proper Introductions Making introductions correctly is a professional skill and can set you apart from others. Introductions make people feel more comfortable in social and business settings. Proper introductions encourage communication and foster good relationships. The rule in making introductions is to speak to the most important person first.

26. Making Proper Introductions Guidelines for making proper introductions:   Introduce others in social settings   Introduce others in business settings   Introduce clients and customers   Introduce one person to a group   Introduce yourself

27. Making Proper Introductions Introductions at a meeting

28. Technology@Work: Microblogging Tools A microblog is an online service that lets you exchange very short messages with others by combining the features of blogging, text messaging, and social networking. The most popular microblog is Twitter. Critics say microblogging is another electronic distraction in a world full of them.

29. Technology@Work: Microblogging Tools In business, you might use Twitter to communicate with others in your organization or search for for Twitter users who fit the profile of your typical customer or client.

30. Technology@Work: Microblogging Tools Getting started with Twitter:   Create a Twitter account   Add a personal photo   Provide a short, biographical description   Post messages, or tweets   Follow others

31. Summary Follow the guidelines for informal communication Work on listening actively to improve listening skills Speaking persuasively is an important skill to acquire in business Negotiation is common in business and shouldn’t be avoided Managing conflict is critical to keep an organization operating smoothly

32. Summary Follow the guidelines for participating in meetings Dealing with office politics is unavoidable Make proper introductions