Professional Communication 1

overview

Module 1

Bulletin board� Session 1: Overview of unit

� Structure� Communication basics

� Tutorial: ‘What’s expected of me’

� Communication apprehension (CA)� Key presentation techniques

� Tutorial: ‘Boring to Brilliant’� Hand in: Student data sheet,

Learning reflection 1

Ranking of business graduates’ skills

1. Oral communication2. Listening skills3. Resume4. Interpersonal skills5. Problem solving skills6. Poise7. Human relations skills8. Job related technical skills9. Neat appearance10. Appropriate attire11. Nonverbal communication skills12. Work experience (Ray, Stallard & Hunt, 1994)

Course goals

At the end you should be able to:

� Speak up in difficult situations by managing CA� Demonstrate message packaging & delivery skills� Write effective reports, essays, letters and memos� Work effectively in team situations

Effective techniques will let you…

� Manage speech anxiety and stage fright� Create and deliver more effective messages� Manage and enhance your credibility� Grow an effective positive attitude� Design and use visual information� Improve your communications planning � Improve your team presentations� Build delivery skills and audience relations

Student-centred learning

� Constructivism� Build on previous knowledge/experience� Apply to real situations� Relevant to the learner

� Geared to adult learning� Self-directed� Variety of learning styles� Involvement� Positive reinforcement

Skills, not just knowledge

� Confucius Model

Tell = forgetShow = rememberDo = understandTeach = master

Instructor

Team

Your group

Stand &Deliver

Leave Your Message

4B4Me

Team presentations

Short reports

Memos & E-mail

Letters

Study Guide

3 Truths & a Lie

Boring to Brilliant

Credibility Creator

Nichols’ Two Things

Share Your Moment

Skill building modules

SENDER’S MESSAGE

self conceptfamilyculture

language skillsfeelings, emotionsopinions, attitudes

values, needsexisting knowledge

RECEIVER’S MESSAGE

self conceptfamilyculture

language skillsfeelings, emotionsopinions, attitudes

values, needsexisting knowledge

ChannelTV, phone

speaking writingcomputer

Contextenvironment, status,

time

MESSAGE

FEEDBACK

The communication process

The communication process

� Source encoding� Sender puts message into symbolic form

� Message � Appropriate for channel used

� Channel� Personal/non-personal

Communication process cont.

� Decoding� Message into receiver’s thoughts� Needs common ground� Effective—receive what sent

� Feedback� Receiver’s response communicated to sender

� Noise� Occurs throughout—physical/psychological

A very complex process!

Success depends on� Nature of the message� Audience’s interpretation of it� Environment in which it is received� Receiver’s perception of the source� Medium used to transmit the

message

How we communicate

� Oral� Written� Signs and symbols� Gestures� Non-verbal sounds� Combinations of these

Signs and symbols

Poor communication causes

� Lack of information or knowledge� Not explaining priorities� Not listening� Not understanding fully and failing to

ask questions� Mind made up, preconceived ideas� Not understanding needs of others

Still more causes!

� Not thinking clearly, jumping to conclusions� Losing patience, discussion becomes

heated� Short of time� Bad moods

Effective business communication

� Fosters goodwill� Develops good PR� Convinces audience to take action� Cost effective

Good communication pays

� Most people will return to those businesses which treat them well

� Therefore, important for all employees to communicate well

� Save money by being efficient and effective

Pay attention to the audience

Communication basics

� Everything we do communicates� Message delivered not always message

received� The real message is the message received� Message beginning often determines outcome� Communication is a two-way street� Communication is a reciprocal process

Everything we do communicates

� Words said, only 7-24% of message� Message also from:

� Dress� Personal possessions � Posture, seating positions� Facial expressions� Energy used� Words omitted

What makes up a message?

Visual 55%

Voice tone 38%

Words 7%

Message delivered, not always message received

� Messages are made up of more than words:� Volume and tone of voice� Degree of eye contact� Stance� Tilt of head

� All make a difference

The real message is the message received

� The message received is not necessarily the message intended

� Good intentions do not necessarily make for good communication

Message beginning often determines outcome

� Your first few words can cause people to:� Tune out� Get their backs up� Become defensive� Reject the message

It’s a two-way street

� Two vital elements1. Giving good information2. Getting good information

� State own point of view

� Hear other’s point of view

� ‘Walk a mile in their shoes’

It’s a reciprocal process

We communicate with people,we don’t talk at them

Session 2 preparation

�Complete learning reflection 1�Complete learning activities 1�Read module 2�Complete ‘First your ideas 2’�List points for further discussion�Bring videotape for ‘Boring to Brilliant’

� Don’t rewind tape