communication

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communication

• Mr. Valanzano
• Business Communications

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What is communication?

• Communication the transfer or exchange of
  thoughts, information, ideas, and feelings by
  speech (verbal), writing, or signals (nonverbal)
• How do you communicate on a daily basis?

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Types of Communication

• One-Way communication

• Two-way communication

How can the receiver give feedback?
Why is one-way communication not effective?
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Communication at Work

• There are 5 Elements of Communication involved at
  work
• Situation
• Sender
• Receiver
• Message
• Purpose

Which element do you think will be most
important? Why?
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The Situation

• What is happening and where it is happening that
  needs to be communicated
• No matter what job site, communication is
  constantly happening
• As the situation changes, the types of
  communication activities may also change

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The Sender

• The person who is speaking, writing, or using
  signals to deliver a message
• A senders background, experience, attitudes, and
  skills will affect the message
• At work, the senders ideal image should be one
  of competence, confidence, and cooperation
  towards co-workers

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The Receiver

• Also known as the audience, the receiver of a
  message could be 1 person or a large group
• Receivers can be divided into 2 groups
  specialists and the general audience
• Specialists people who have interest,
  experience and knowledge in a particular field
• General Audience clients, customers, patients,
  sales reps, suppliers, and the general public

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The Message

• The information and ideas relayed by the sender
  to the receiver/audience
• A message can be spoken, written, or visual
• If communicated in an unclear manner, messages
  can cause workers to waste time, materials, and
  money

GAMETIME!
DO YOU REMEMBER THE TELEPHONE GAME?
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The Purpose

• Messages can have many purposes to amuse
  (telling a joke), to inform (about a situation,
  need, problem, or success), or persuade (to make
  a decision, revise an opinion, take an action)
• Most communication at work is informative or
  persuasive, and it is always to make something
  happen

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So, now that you have learned about each element
of communication, which do you think is most
important now? Why?
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Effective Communication for the Sender

• Questions an effective sender will ask him or
  herself about the receiver/audience
• What does the audience need to know?
• What does the audience already know?
• How many people are in the audience?
• How old is the audience?
• How much education does the audience have?
• What is the audiences attitude toward the
  subject?
• How much time an the audience spend decoding the
  message?
• What is the audiences job?
• Will the audience pass the message along to
  someone else?
• What is the audience supposed to do after
  receiving the message?

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Effective Communication for the Receiver/Audience

• A good audience will ask the following questions
  during and after the message is delivered
• Why should I read (or listen to) the message?
• What qualifies the writer (or speaker)?
• What kinds of information are contained in this
  message?
• Can I understand this message without spending a
  lot of time and effort?
• Is this fact or someones opinion?
• Whats in it for me?
• What am I supposed to do now?
• What will happen if I do it?

An effective sender will have already asked these
questions to him or herself before sending the
message. An effective message will answer all of
these questions.
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Adjusting the Message

• Once the message has been delivered and feedback
  has been given, the sender can adjust the message
  to clear it up for the same audience or improve
  it for the next audience
• Questions to consider when adjusting a message
• What information does the audience need and want?
• What form should the message take?
• How will the audience use this message?
• What vocabulary will the audience understand?
• Will the audience have the desire to read or
  listen, or will I have to get their attention?
• Will an illustration help the reader understand?
• How can I capture and keep their attention?
• What kinds of sentences will be most effective?
• How should the information be organized?
• How can I convince the audience to do what I want?

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Effective Ineffective Listening Skills

• Good listener

• Poor listener

• Listens closely to what is said
• Keeps eyes on the speaker
• Remains quiet
• Asks appropriate questions to help clarify what
  the speaker says
• Acts interested
• Listens for emotional content

• Lets mind wander
• Lets eyes wander around the room
• Distracts the speaker
• Does not respond to the speaker
• Acts bored
• Listens only to the words
• Does not listen for hidden meanings

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The Importance of Verbal Feedback

• The behavior of a good and poor listener can
  often be see in the forms of feedback.
• Verbal Feedback talking to the speaker, asking
  questions, giving constructive criticism
• Using feedback helps to build successful
  communication because it often helps clarify the
  message.

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Looking for Meaning Behind the Words

• Tone attitude show through the voice
• To communicate effectively it is important to
  speak with and listen for respect, courtesy, and
  competence.
• When communicating, it is important to analyze
  not just the words of the person speaking, but
  also the
• sounds of the words
• emotional content
• physical movements
• facial expressions