2. Part 2 – Skills for Success Chapter 5 Communicating on the Job

3. Objectives Determine how well you listen and how you can perfect this skill. Determine how well you listen and how you can perfect this skill. Identify ways you can improve your reading and comprehension skills. Identify ways you can improve your reading and comprehension skills. Write business letters, memorandums, and reports. Write business letters, memorandums, and reports. continued

4. Objectives Identify ways you can improve your speaking skills when interacting with others. Identify ways you can improve your speaking skills when interacting with others. Describe technological tools in the workplace that aid communications with others. Describe technological tools in the workplace that aid communications with others. Build workplace competencies in using interpersonal skills, information, and technology. Build workplace competencies in using interpersonal skills, information, and technology.

5. Communication  The process of conveying a message, thought, or idea so it is accurately received and understood. Communication skills needed in the workplace are listening, reading, writing, and speaking. Communication skills needed in the workplace are listening, reading, writing, and speaking. Employers also want workers to be skillful in using communication technology. Employers also want workers to be skillful in using communication technology.

6. Communication Model Sender – starts communication Sender – starts communication Encoder – forms mental picture Encoder – forms mental picture Message – something understood by the senses (written, spoken, printed) Message – something understood by the senses (written, spoken, printed) Channels – how message is delivered Channels – how message is delivered Receiver – gets message Receiver – gets message Decoder – forms mental picture Decoder – forms mental picture Feedback – reveals what message was received Feedback – reveals what message was received Noise – anything that interrupts message Noise – anything that interrupts message

7. Effective Communication The communication process is more complex than just speaking or writing to another person. The communication process is more complex than just speaking or writing to another person. The way the receiver reacts conveys what message they understood. The way the receiver reacts conveys what message they understood. If the reaction is not what you expected, the receiver may have misunderstood the message. If the reaction is not what you expected, the receiver may have misunderstood the message. Aside from interference you hear, noise is a psychological factor that affects conversations. Aside from interference you hear, noise is a psychological factor that affects conversations. Conflict between the sender and receiver can result in psychological noise. Conflict between the sender and receiver can result in psychological noise.

8. Listening Skills Sometimes mistaken for the same, listening and hearing are completely different. Sometimes mistaken for the same, listening and hearing are completely different. When you hear something, you simply recognize the sound. When you hear something, you simply recognize the sound. When you listen to someone, you understand what you hear. When you listen to someone, you understand what you hear. Communication does not take place if the person is not listening when the message is sent. Communication does not take place if the person is not listening when the message is sent.

9. Failure to Listen The following situations often lead to people not listening: The following situations often lead to people not listening: Being interrupted. Being interrupted. Thinking they know what will be said. Thinking they know what will be said. Disagreeing with what is said. Disagreeing with what is said. Having difficulty hearing. Having difficulty hearing. Being distracted by the speaker. Being distracted by the speaker. Not understanding the words. Not understanding the words. Thinking about something else. Thinking about something else.

10. Reading and Comprehension Skills At your job you will be expected to read many types of printed material. At your job you will be expected to read many types of printed material. Aside from simply being able to sound out the words, you need to be able to comprehend, or understand, the information. Aside from simply being able to sound out the words, you need to be able to comprehend, or understand, the information. Good reading and comprehension skills will help you do well on the job. Good reading and comprehension skills will help you do well on the job.

11. Becoming a Better Reader Use the following guidelines to improve reading skills: Use the following guidelines to improve reading skills: read with purpose read with purpose look over the material you are reading first look over the material you are reading first try to read for meaning try to read for meaning try to improve your vocabulary try to improve your vocabulary

12. Writing and Keyboarding Skills Both writing and keyboarding are important skills for an employee. Both writing and keyboarding are important skills for an employee. Good writing is critical to present clear and logical thoughts. Good writing is critical to present clear and logical thoughts. Basic keyboarding skill will help you compose workplace communications and key-in data. Basic keyboarding skill will help you compose workplace communications and key-in data.

13. Business Letters Letters written in the workplace are more formal than personal letters. Letters written in the workplace are more formal than personal letters. Business letters have different parts, use specific styles, and have a distinct appearance. Business letters have different parts, use specific styles, and have a distinct appearance. It is important to keep a copy of every business letter you write. It is important to keep a copy of every business letter you write.

14. Parts of a Business Letter Return address Return address Date Date Inside address Inside address Salutation Salutation Body Body Complimentary close Complimentary close Signature Signature Reference initials Reference initials

15. Types of Business Letters Business letters are usually written for one of three reasons: Business letters are usually written for one of three reasons: to request information, merchandise, or service to request information, merchandise, or service to send good news or a neutral message to send good news or a neutral message to deliver bad news to deliver bad news

16. Request Letters Three main points to cover Three main points to cover your request and why you are making it your request and why you are making it details necessary for the reader to respond to your request correctly details necessary for the reader to respond to your request correctly what action you want the reader to take and when what action you want the reader to take and when

17. Good News and Neutral-Message Letters Three important points to tell the reader Three important points to tell the reader the news or the main idea the news or the main idea any details, facts, or reasons that relate to it any details, facts, or reasons that relate to it an ending with a positive, friendly note an ending with a positive, friendly note

18. Bad-News Letters Four important points to tell the reader Four important points to tell the reader something positive that interests the reader, yet relates to the bad news something positive that interests the reader, yet relates to the bad news why the request cannot be granted or why the situation must be different from the way the reader wants it why the request cannot be granted or why the situation must be different from the way the reader wants it a constructive suggestion or an alternative a constructive suggestion or an alternative an ending with a friendly, positive note an ending with a friendly, positive note

19. Appearance of a Business Letter A letter needs margins, or blank space, at the top, sides, and bottom of the paper. A letter needs margins, or blank space, at the top, sides, and bottom of the paper. In the block-form letter, all parts begin at the left margin with no indentation. In the block-form letter, all parts begin at the left margin with no indentation. In the modified block-form letter, the paragraphs may be indented and all parts begin at the left margin except the return address, date, complimentary close, name, and signature. In the modified block-form letter, the paragraphs may be indented and all parts begin at the left margin except the return address, date, complimentary close, name, and signature.

20. Appearance of a Business Envelope The inside address needs to be repeated slightly above the center. The inside address needs to be repeated slightly above the center. The return address, with the full name of the sender, goes in the upper left corner. The return address, with the full name of the sender, goes in the upper left corner. Printing the customer address in full uppercase letters works best in U.S. Postal Service scanners. Printing the customer address in full uppercase letters works best in U.S. Postal Service scanners. Always include the zip code and two-letter state abbreviation developed by the postal service. Always include the zip code and two-letter state abbreviation developed by the postal service.

21. Memos  A memo is a short informal written message to or from people or departments in the same company. Standard parts of a memo include Standard parts of a memo include date date to to from from subject subject body body

22. Business Reports Business reports are written to present a new idea, explain a problem, or summarize work. Business reports are written to present a new idea, explain a problem, or summarize work. When planning your report, you should When planning your report, you should define the purpose. define the purpose. consider who will receive the report and how much detail they need. consider who will receive the report and how much detail they need. determine what ideas need to be included. determine what ideas need to be included.

23. Formal and Informal Reports Formal reports are usually long and about complex problems. Formal reports are usually long and about complex problems. Informal reports are short and include the body of the message, like the body of a letter or memo. Informal reports are short and include the body of the message, like the body of a letter or memo.

24. Nonverbal Communication  Any message that does not use written or spoken words. Nonverbal communications should reflect what you are saying in written or verbal form. Nonverbal communications should reflect what you are saying in written or verbal form. The meaning of what you say can be altered by facial expressions, gestures, and posture. The meaning of what you say can be altered by facial expressions, gestures, and posture.

25. Speaking Skills Employers usually consider speaking skills one of the basic skills needed by effective workers. Employers usually consider speaking skills one of the basic skills needed by effective workers. When speaking to others, follow these guidelines When speaking to others, follow these guidelines speak clearly and distinctly speak clearly and distinctly speak to the listener speak to the listener speak with a friendly, courteous tone speak with a friendly, courteous tone use standard English use standard English talk “with” the listener, not “to” the listener talk “with” the listener, not “to” the listener

26. Talking on the Phone One of the quickest ways to communicate in the workplace is with the telephone. One of the quickest ways to communicate in the workplace is with the telephone. Pointers to improve work-related telephone skills Pointers to improve work-related telephone skills answer the phone immediately answer the phone immediately greet the caller pleasantly greet the caller pleasantly give the name of your company, your department, or your own name give the name of your company, your department, or your own name speak clearly and say each word distinctly speak clearly and say each word distinctly end the conversation pleasantly end the conversation pleasantly

27. Taking a Phone Message Be prepared with pen and paper so you can write down messages. Be prepared with pen and paper so you can write down messages. Record the following: Record the following: date date time of the call time of the call name of caller name of caller name of person who should receive the message name of person who should receive the message the message itself the message itself Read the message back to the caller to make sure it is correct. Read the message back to the caller to make sure it is correct.

28. Communication Technology Methods of communicating are rapidly changing in the workplace. Methods of communicating are rapidly changing in the workplace. The speed of communicating is also much faster due to technology. The speed of communicating is also much faster due to technology. Technology used in the workplace includes Technology used in the workplace includes computers and access to e-mail computers and access to e-mail voice mail voice mail cellular phones cellular phones walkie-talkies walkie-talkies headsets which allow you to multitask headsets which allow you to multitask teleconferencing and videoconferencing teleconferencing and videoconferencing

29. Informal Communication Channels  Unscheduled communication with coworkers that occurs by chance is informal communication. Sometimes more information is communicated in the workplace informally rather than formally. Sometimes more information is communicated in the workplace informally rather than formally. It is important to distinguish facts from gossip. It is important to distinguish facts from gossip. These communications take place in a variety of settings These communications take place in a variety of settings while commuting while commuting while on a shift change while on a shift change during work breaks during work breaks

30. Thinking Back What skills are required for effective communications? What skills are required for effective communications? What new technologies are employed in communications? What new technologies are employed in communications? What are some differences between formal and informal communications? What are some differences between formal and informal communications?