Effective Communication

The Magic of Language

List 3 written ways you communicate on the job

Bell Ringer: Answer the following questions in your notes:

List 2 things to keep in mind when communicating on a phone call

What is one good listening skill you know?

Effective Communication – DAY 2

Why Does Communication Matter?

OBJECTIVES Determine how well you listen and how you can

perfect this skill Identify ways you can improve your reading &

comprehension skills Write effective business letters, memos, etc. Identify was you can improve your speaking skills Describe the technology in the workplace that

aids communication with others

Effective Communication – DAY 2

3 Parts to Communication

SENDER MESSAGERECEIVER

LISTENING Hearing – recognizing sound

Listening – understanding what you hear

“I didn’t hear you.” or “I didn’t listen to you.”

The Telephone Game

Effective Communication – DAY 2

Causes for failing to listen

They are interrupted They don’t agree with what will be said They are having difficulty hearing They are distracted by the speaker They do not understand the words They start to think about something else

Watch the following video and write down if you are distracted and why…then we will see what you recall

Listening Video

Effective Communication – DAY 2

READING Reading – ability to discern words on a page

Comprehension – ability to understand the material

To be an effective employee you will need to understand memos, reports, books, directions and other documents to excel at your job!

Effective Communication – DAY 2

READING Even good reads can improve their skills!

Read with a purpose

Look over material you are reading first

Try to read for meaning

Try to improve your vocabulary

Effective Communication – DAY 2

Take a look at this paragraph. Can you read what it says? All the letters have been jumbled (mixed). Only the first and last letter of each word is in the right place.

I cnduo't bvleiee taht I culod aulaclty uesdtannrd waht I was rdnaieg. Unisg the icndeblire pweor of the hmuan mnid, aocdcrnig to rseecrah at Cmabrigde Uinervtisy, it dseno't mttaer in waht oderr the lterets in a wrod are, the olny irpoamtnt tihng is taht the frsit and lsat ltteer be in the rhgit pclae. The rset can be a taotl mses and you can sitll raed it whoutit a pboerlm. Tihs is bucseae the huamn mnid deos not raed ervey ltteer by istlef, but the wrod as a wlohe. Aaznmig, huh? Yaeh and I awlyas tghhuot slelinpg was ipmorantt! See if yuor fdreins can raed tihs too.

Effective Communication – DAY 2 WRITING

**One of the most important skills because it is the least practiced before entering the workforce.

It requires the formal presentation of clear, logical thoughts.

Basic keyboarding is going to benefit your writing.

Effective Communication – DAY 2 WRITING

Business letters Request Good-news Bad-news Envelopes

Memorandum (Memos)TO:FROM: DATE: SUBJECT:

Business Reports (Formal & Informal)

Effective Communication – DAY 2 NONVERBAL COMMUNICATION

Nonverbal Communication – any message that does not use written or spoken words.

Facial Expressions Gestures How you sit/stand Handshake Proximity

Effective Communication – DAY 2 SPEAKING

The key is to not only know words but to use words effectively. Speak clearly and distinctly

Whydoncha or why don’t you? Speak to the listener Speak with a friendly/courteous tone Use standard English Talk “with” the listener not “to” the listener

Ask “what do you think?” to check for understanding

Effective Communication – DAY 2 PHONE CONVERSATION

Etiquette – the art of using good manners in any situation

Telephone Etiquette – using good manners when handling phone calls

Businesses often tell employees how to answer the phone Hello, thank you for calling Meijer my name

is ______ how can I help you? 6262 can I help you?

Effective Communication – DAY 2 PHONE CONVERSATION Talk directly into the phone and pick up as

quickly as possible Do not make or receive calls on speaker if

you share office space! Do not eat, drink, or chew gum while

speaking on the phone Keep a notepad nearby in case you need to

take a message and write down the date, time, name, number and message

Be kind even if someone called the wrong #

Effective Communication – DAY 2 PHONE CONVERSATION When making a call plan it in advance

End the call pleasantly

If you dialed the call, thank the person for their time/cooperation

** Impressions last longer than the call does!

Effective Communication – DAY 2 TECHNOLOGY IN COMMUNICATION Cell Phone

Personal & private calls should be kept separate

Remember you can be overheard! Headsets – allow you to get tasks done

while on the phone (multi-tasking) Videoconferencing – 2 or more people

communicating through a video link Teleconferencing – when groups

communicate through a shared phone connection

Effective Communication – DAY 2

INFORMAL COMMUNICATION Commuting

You could be judged by how you drive, how you act in the parking lot outside the building, etc.

Shift Change A key time to listen to what someone on a

previous shift has to say or improve your performance

Work Breaks Remember you are still “on the clock” or at work