COMMUNICATING IN THE WORKPLACE What is Communication The
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COMMUNICATING IN THE WORKPLACE
What is Communication • The activity of sending meaningful information
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
Three Main Forms of Business Communication • Verbal Communication • Non-verbal Communication • Written Communication
Verbal Communication
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
Non-Verbal 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
Non-Verbal Communication
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
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