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Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–1
This is the prescribed textbook for your course.
Available NOW at your campus bookstore!
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–2
Communication For Business
PART A: INTERPERSONAL SKILLS
PART B: WORKING IN TEAMS
PART C: INTERACTING WITH CLIENTS
PART D: WRITING FOR BUSINESS
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–3
Part A:Interpersonal Skills
Chapter 1• Communicating at work
Chapter 2• Resolving conflict and negotiating
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–4
Communicating at work Topics Discussed: Chapter
1• Communication at work• Skills of a good communicator• The communication process• Sending and receiving• Non-verbal communication• Questioning skills • Active listening• Empathy• Cultural awareness
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–5
What is communication? Communication involves:
• Creating a shared meaning between people
• Reaching a common understanding of an idea or concept
– Person-to-person– In a small group– In a meeting– In an organisation– In the mass media
• Improving efficiency and job satisfaction
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–6
Communication at Work Who did I communicate with?
• Client, colleague …
Why did I need/want to communicate?• Collect information, socialise …
How did I communicate?• Face-to-face, email …
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–7
Skills of a good communicator Good communicators:
• Speak and write clearly• Listen actively• Give feedback• Make eye contact• Avoid interrupting• Respect the views of others• Ask questions• Use appropriate non-verbal behaviour
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–8
The Communication Process
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–9
Sending and Receiving Factors affecting the sender and
receiver:• Feelings• Attitudes• Values• Experiences• Culture• Self-esteem
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–10
Interference The message does not reach the receiver The receiver misunderstands the message Examples of interference:
• Rank, status, power• Equipment failure• Wrong channel• Ambiguity• Bias or prejudice• Emotional state• Fear of change, denial
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–11
Non-verbal Communication Non-verbal communication does not
use words. It relies on:• Eye contact• Facial expressions• The way we stand or sit• Gestures• The use of personal space• Voice characteristics• Spatial arrangements
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–12
Questioning Different types of questions help you
get the information you need:• Closed• Open• Probing
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–13
Active Listening Listen actively to the answers by:
• Attending• Following• Reflecting
Active listening is a skill you learn by PRACTICE.
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–14
Listening barriers Barriers to effective listening:
• Interrupting• Letting your emotions control your
listening• Inadequate background knowledge
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–15
Empathy
Empathy
Uncovers complex
needs and concerns
Supports confidence and self-
knowledge
Encourages development and growth
Improves relationships
Copyright 2003 McGraw-Hill Australia Pty Ltd PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division1–16
Cultural Awareness Value diversity and create empathy
by:• Valuing others• Taking other people’s needs, concerns
and values seriously• Showing interest• Using inclusive language• Avoiding generalisations and stereotyping
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