Office Administration Chapter 4 Verbal Communication Fundamentals CPS

Office Administration Chapter 4: Verbal Communication— Fundamentals CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

The Oral Communications Process n An ongoing process involving an exchange of information and meanings between senders and receivers, both knowingly and unknowingly n n Simultaneously sending and receiving Also communicating internally CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 2 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

The Importance of Verbal Communication n n n n Influencing task performance Linking plans and actions Making effective decisions Enhancing effective work relationships Sharing emotions Fulfilling social need for belonging Providing training aids Assisting in problem solving CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 3 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Sharing and Transmitting Information n Intended meaning of the message n n Transmission of information n n Should be the same as the perceived meaning How something is said is as important as what is said Response of the receiver n Feedback tells the sender a lot CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 4 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

The Communication Process n n The speaker is the source of the message, avoid communication problems The listener is where the message is directed, others may also receive, effective listening is a practiced skill CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf n n n The message is developed through the encoding process, avoid sources of misinterpretation Feedback comes from the receiver Distractions serve as barriers, blocks, and problems in communication 5 n n The channel connects the speaker and the listener(s), different channels are available, number of channels will vary The communication environment may be relaxing or stressful, context of the situation and personal moods impact © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Effective Speaking on the Telephone n n n n Project voice quality at a moderate Answer incoming calls quickly, identify yourself and attend to the caller Take and deliver accurate phone messages with details Place calls accurately Listen to voice mail from anywhere Use good voice mail effectively Techniques for Internet phones CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 6 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Using Directories and the Internet n n White pages provide an alphabetic listing, yellow pages classify sections of the phone book Emergency telephone procedures are accessible Government listings (federal, state, county, local) www. planetpages. com or www. yellowbook. com CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 7 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Other Telephoning Techniques n n Computer long-distance log to analyze for accuracy and accountability Conference calls for three or more to talk from different locations Transferred calls within the organization Use of cellular phones to conduct business CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 8 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Communicating Praise and Criticism n Praise is acknowledging effective work of others n n n Give it sincerely and publicly Tell how it was deserved n Appreciate the recognition CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf Criticism is given to enhance a person’s knowledge and skill n Receive praise with a thank you n n 9 Privately and respectfully recognize the positive and constructive criticism Do not become defensive, see other opinions, make changes © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

The Listening Process n n n Receive the message Perceive the message Interpret the message Remember the message Evaluate the message React to the message CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 10 3 Types of Listening n Content listening n Critical listening n Empathetic listening © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Problems in the Process n n n Paying attention. . . attention span, wandering, and concentration Understanding the meaning. . . comprehension. . . speaking and listening speed Remembering information. . . attention and understanding. . . short-term memory. . . information recall CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 11 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Behaviors That Inhibit Listening n n n n Calling the subject uninteresting Judging delivery instead of content Jumping to conclusions Listening for details, not the “big picture” Taking excessive notes Attentive listing Creating or tolerating distractions Failing to listen to difficult material CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 12 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Improving Listening n Deciding to listen n Focus attention on the message, clear mind Getting rest and food for better concentration Finding comfortable seating close to the speaker to keep yourself focused CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 13 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Nonverbal Cues n n n Body language refers to posture and facial expressions Paralanguage includes vocal attributes Space and distance affects comfort Touch is taboo in most office, occasional “high-five” Clothing and accessories send a message Use of time communicates responsibility CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 14 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Interpreting the Nonverbal n n Nonverbal signs occur in clusters, examine together Consistency with personality and with other cues Culture influences communication styles Communication (asking) is the key to finding out CPS ® and CAP ®Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf 15 © 2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458