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

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Presentation on theme: "Soft Skills for a Digital Workplace: Verbal Communication Unit A: Understanding the Basics of Verbal Communication."— Presentation transcript:

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

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

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

4 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.

5 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

6 Organizing Your Messages
Spoken communication process

7 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

8 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

9 Using Vocal Elements Effectively
Effective vocal elements

10 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

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

12 Understanding Nonverbal Language
Nonverbal language in the workplace

13 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.

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

15 Developing Credibility
Credibility and empathy in speaking

16 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.

17 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

18 Giving and Receiving Feedback
Examples of positive and negative feedback

19 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

20 Overcoming Barriers to Communication
Language that creates and avoids misunderstandings

21 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.

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

23 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

24 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.

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

26 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.

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

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