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 languageDevelop credibilityGive 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 knowLimit the amount of informationEliminate unnecessary wordsMake your messages relevant to your listenerTake a direct approachPause 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 inflectionsRate of speechVolumeTone
8 Using Vocal Elements Effectively To use vocal techniques effectively:Change the speed of your voiceShift the pitch of your voiceControl the volume of your voicePunctuate with pausesArticulate 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 gesturesEye contact and movementFacial expressionsThe position of your bodyYour overall appearanceYour audience uses nonverbal language to help interpret your message
11 Understanding Nonverbal Language Guidelines for nonverbal language:Maintain eye contactPresent pleasant facial expressionsGesture appropriatelyMaintain good postureKeep 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 accuratelyStrive for clarityBe consistentDemonstrate empathy and concernRemember 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 positiveBe tactfulDepersonalize negative messagesProvide solutionsChoose your location and timingGive 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 languageMake your messages clearSend consistent signalsUse the appropriate mediumReduce 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 truthfulPresent a balanced viewpointDifferentiate fact from opinionDisclose information clearlyBe consistent
23 Understanding Cross-Cultural Issues Your cultural influences can affect your communication.Guidelines for cross-cultural communication:Keep your messages simpleSpeak slowly and clearlyWatch for signs of understandingListen carefully and uncriticallyAvoid 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 hostReserve a timeInvite meeting participantsPlan the visualsRecord the conference
26 SummaryEffective 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.