1. COMMUNICATING IN THE WORKPLACE

2. Communicating in the Workplace Negotiating; bargaining; persuading Greeting people; representing others to the public; selling Courteous telephone skills Reporting, conveying information; explaining issues or procedures Listening effectively Interviewing Preparing written materials Organizing and presenting ideas for formal and informal presentations Participating in group discussions

3. Importance of Effective Communication Cornerstone for establishing trust Cornerstone for new business and customer retention Increases productivity Many companies expend human and financial resources to train employees in communication

4. What is Communication The activity of sending meaningful information

5. What is Communication? You only communicate when the message you send out has been received and sent back to you, so you know that it has been properly understood

6. Caution! Remember, the message must be received and sent back to ensure it was properly understood!

7. Communication Model

8. Three Main Forms of Business Communication Non-verbal Communication Verbal Communication Written Communication

9. Non-Verbal VS Verbal Communication Verbal Communication- Communication expressed through words Non-Verbal Communication- Wordless communication

10. Nonverbal Communication Hand Gestures Facial Expressions Touching Body Language Eye Contact Turning your back to the speaker What Other Ways Can You Think Of?

11. What Are They Saying?

12. Non-Verbal Communication

18. Non-Verbal Communication in the Workplace Plays important role in workplace Particularly with customers 63-95% more impact that verbal communication Non-verbal cues indicate listening/interest Poor communication skills leads to low employee morale and conflict Effective communication skills leads to high morale and collaboration

19. Examples of Non Verbal Business Communication Nod of approval Thumbs up Pat on back Rolling Eyes Raising Eyebrows Frown

20. Verbal Communication in Business Simplest form of communication Use language appropriate for audience Clear Voice Audible Respectful tone Active Listening Active Questioning as appropriate

21. Examples of Verbal Communication in Business Answering business phone/extension Receiving visitors Giving instructions Training Presentations Addressing/Participating in Meetings

23. Activity Charades