Title: communication
1communication
- Mr. Valanzano
- Business Communications
2What 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?
3Types of Communication
How can the receiver give feedback?
Why is one-way communication not effective?
4Communication 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?
5The 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
6The 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
7The 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
8The 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?
9The 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
10So, now that you have learned about each element
of communication, which do you think is most
important now? Why?
11Effective 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?
12Effective 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.
13Adjusting 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?
14Effective Ineffective Listening Skills
- 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
15The 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.
16Looking 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