1. Chapter 8.1

2. What you’ll learn  The six primary elements of communication  How to arrange the setting for a business meeting  How to use listening skills to improve your understanding of messages  Three blocks to listening with understanding  Three skills that will help you read with understanding

3. Elements of Communication  Senders and Receivers  Messages  Channels  Feedback  Blocks  Setting

4. The Communication Process  Communication: is the process of exchanging information, ideas and feelings Good communication is essential when developing interpersonal relations Important element of conducting successful business activities

5. Senders and Receivers  Every message must be sent, received, and understood.  Two ways to send information ○ Verbal: include speaking and writing ○ Nonverbal: include facial expressions, body language, your gestures, movements, and mannerisms that communicate your thoughts  You can be a sender and receiver at the same time.

6.  The substance of any form of communication is the message – the information, ideas, or feelings the sender wants to share.  Made up of verbal and nonverbal symbols.  Messages are represented by symbols. Messages

7. Channels  Channels: avenues by which the message is delivered Face-to-face: sight and sound Telephone: speak and listening Written: email, letters, reports, memos

8. Feedback  Feedback: the receivers response to the message.  Asking questions about a message.  Allows participants to clarify the meaning of the message.

9. Blocks  Can interfere with understanding the message Three types ○ Distractions ○ Emotional Blocks ○ Planning a Response

10. Blocks  Distractions: blocks to effective listening that includes noises, environmental factors, interruptions by other people, and competing thoughts that creep into your mind

11. Blocks  Emotional Blocks: biases against the opinions expressed by the sender that prevent you from understanding  Planning a Response: blocks understanding because you can’t concentrate on the message and your response at the same time. Listen to the entire message before planning a response.

12. Setting  Setting: where the communication takes place Outdoor settings: varied and difficult to control Indoor settings: more control over the place and furniture  Setting must be large enough to accommodate everyone who would attend  Arrange furniture so everyone can see the main speaker

13. Listening  70% of your time is spent communicating  45% of that time is spent listening  Difference between hearing and listening Hearing: a physical process that takes place in the ears. Listening: a mental process that requires the use of the brain to assimilate information gathered.

14. Listening Skills  Help you understand the message you receive.  Involve knowing what to listen for and what to think about as you listen.  Can also be applied to understanding written messages.

15. Types of Listening Skills  Identifying the purpose  Looking for a plan  Giving feedback  Searching for an interest  Evaluating the message  Listening for more than verbal content  Listening for a conclusion  Taking notes  Following directions

16. Reading  Is a process of understanding a message  Three ways to improve reading understanding Focusing your mind Forming pictures Improving your vocabulary ○ Jargon: technical or specialized vocabulary used by members of a particular profession or industry.