COMMUNICATING IN THE WORKPLACE Communicating in the Workplace

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COMMUNICATING IN THE WORKPLACE

COMMUNICATING IN THE WORKPLACE

Communicating in the Workplace • Negotiating; bargaining; persuading • Greeting people; representing others to

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 formal and informal presentations • Participating in group discussions

Importance of Effective Communication • Cornerstone for establishing trust • Cornerstone for new business

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

What is Communication • The activity of sending meaningful information

What is Communication • The activity of sending meaningful information

What is Communication? • You only communicate when the message you send out has

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

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

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

Communication Model

Communication Model

Three Main Forms of Business Communication • Non-verbal Communication • Verbal Communication • Written

Three Main Forms of Business Communication • Non-verbal Communication • Verbal Communication • Written Communication

Non-Verbal VS Verbal Communication • Verbal Communication- Communication expressed through words • Non-Verbal Communication-

Non-Verbal VS Verbal Communication • Verbal Communication- Communication expressed through words • Non-Verbal Communication- Wordless communication

Nonverbal Communication • Hand Gestures • Facial Expressions • Touching • Body Language •

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

What Are They Saying?

What Are They Saying?

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication

Non-Verbal Communication in the Workplace • Plays important role in workplace • Particularly with

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

Examples of Non Verbal Business Communication • Nod of approval • Thumbs up •

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

Verbal Communication in Business • Simplest form of communication • Use language appropriate for

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

Examples of Verbal Communication in Business • Answering business phone/extension • Receiving visitors •

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

Activity • Charades

Activity • Charades

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