- Slides: 23
COMMUNICATING IN THE WORKPLACE
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 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? • 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 properly understood!
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- Wordless communication
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?
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 • Pat on back • Rolling Eyes • Raising Eyebrows • Frown
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 • Giving instructions • Training • Presentations • Addressing/Participating in Meetings
Activity • Charades