Upload
hoangbao
View
218
Download
2
Embed Size (px)
Citation preview
i
Communication SkillsUnit 1 Introduction ................................................................................................................................. 1
Unit 1 Goals and Objectives ................................................................................................................... 1
I. Effective Communication Skills .................................................................................................. 2
CommunicationSkills......................................................................................................... 2
ElectronicCommunicationSkills......................................................................................... 5
Project:RevisingE-mail....................................................................................................... 8
SelfTest1:OverviewofEffectiveCommunicationSkills.................................................... 10
II. Desirable Workplace Skills, Habits, and Attitudes................................................................... 13
WorkplaceSkills,Habits,andAttitudes............................................................................. 13
ActiveListening................................................................................................................ 16
ConstructiveFeedback..................................................................................................... 18
Project:EmployeeActionPlan.......................................................................................... 21
SelfTest2:DesirableWorkplaceSkills,Habits,andAttitudes............................................. 23
III. Using Written Information ....................................................................................................... 27
FindingReliableInternetResources................................................................................... 27
ParaphrasingandSummarizing........................................................................................ 30
OrganizingInformation.................................................................................................... 33
SelfTest3:UsingWrittenInformation.............................................................................. 37
Report:BusinessSkills....................................................................................................... 41
IV. Review Communication Skills ................................................................................................... 43
Unit 1 Test: Communication Skills ................................................................................Pull-Out
BUSINESS COMPUTER INFORMATION SYSTEMS
UNITONE
1
Successintheworkplacerequireshabitsandskillsyoumustdeveloptobeaneffectiveandvaluableemployee.Afoundationaljobskillistheabilitytobeagoodcommunicator.Thisunitexploreseffectivecommunicationskillsandconsidershowthesetranslateintoandshapedesirableworkplaceskills,habits,andattitudes.
• Understandandapplyeffectivecommunicationskills.
• Demonstrateproductiveworkhabitsandattitudes—forexample,dependabilityandpunctuality.
• Demonstrateactivelisteningthroughoralandwrittenfeedback.
• Locateandinterpretwritteninformation.
• Incorporatesupplementaryresourcesandreferences.
• Organizeideaslogicallyandsequentially.
• Identifycharacteristicsofeffectiveandineffectivecommunication.
• Evaluateyourowncommunicationskillsandcreateanactionplanforimprovingyourcommunicationskills.
• Writeandreviseprofessionalemailmessagesfollowingcommonnetiquetteguidelines.
• Identifyproductiveworkhabitsandattitudes.
• Employactivelisteningtechniques.
• Giveandacceptconstructivefeedback.
• DeterminethesuitabilityandreliabilityofInternetresources.
• Paraphraseandsummarizewritteninformation.
• Organizeinformationlogicallyandsequentially.
The objectives for this unit include the following:
Your goals for the unit include the following:
Unit 1: Communication SkillsIntroduction
2
Verysimplyput,communicationistheexchangeofinformation.Whenyoucommunicate,youmaysendamessage,oryoumayreceiveamessage.Thegoalistohavethemessage
thatissentbyPersonA(thesender)beclearlyandeasilyreceivedbyPersonB(thereceiver).Thesendercreatesorcomposesthemessageanddeliversit,eitherorallyorinwriting,tothereceiver,whoshouldbeabletoclearlyunderstandtheintentofthemessage.Whenthishappens,successfulandeffectivecommunicationhasoccurred.
Barriers to Communication Havingaclear,two-wayexchangeofinformationisn’talwaysaseasyasitsounds.Sometimestherearebarrierstocommunicationthatinterferewithorblockthemessage.Barriersareanythingthatinterfereswithamessagebeingsentorreceived.Somebarriersmightbecausedbythesender,suchasaconfusingmessage,hard-to-understandwordsorlanguage,oranaccentorunfamiliardialect.Otherbarriersmaybecausedbythereceiver,suchasdistractionorinattentiveness.Therearealsobarrierstocommunicationthatarenotthefaultofthesenderorthereceiver,suchasnoise.
Effective Communication Butremember,thegoalofeffectivecommunicationisforthemessagetotravelclearlyandeasilyfromthesendertothereceiver.Itisimportantwhencommunicatingtoreduceasmanybarriersaspossible.Beginningwithaclearmessagethatislogicalandorganizedandeasytounderstandisagoodfirststep.Makingsuretherearefewdistractionstointerferewiththemessageisanotherimportantstep.Ifthereceiverreplieswithanewmessage,thiscommunicationhasbecomeinteractive. Intheworkplace,communicationbecomesevenmoreimportant.Often,businessgoalsandtimelinesdependonclearcommunication.Forexample,imagineanewcomputerizedcashieringsystemwillbeinstalledinthestoreatwhichyouworkinthenextfewmonths.Communicationaboutthischangeiscritical.Employeesmustbetoldwhenthenewsystemwillbeinplace,andtherealsoneedstobecommunicationaboutthehighlightsofthenewsystem.Theremustbecommunicationabouttrainingforemployeesonthisnewcomputerizedsystem.Andifclearcommunicationdoesnotoccurbeforethisnewsystemisactivated,thischangecouldbringbusinesstoahaltwhentheemployeesareunpreparedtouseit.
I. Effective Communication Skills Communication Skills
Imaginethatyouhavebeenapplyingforjobsallovertown,andyoufinallygetcalledforaninterview.Whenyoufirstlistentothevoicemailmessage,youarereallyexcited.Butwhenyoulistenagaintogetthedetailsabouttheinter-view,thisiswhatyouhear:
"Hi.Yeah,wegotyourapplicationaboutthejob.Um,we'dliketogoaheadandinterviewyou.Canyoucomeinforaninterviewlater?Thatwouldbegreat.OK,I'llseeyouthen."
Didyougetclearinformationabouttheinterview?Doyouknowwhotomeetwithandwhentobethere?Areyouevensurewhichplaceyouappliedtoistheonethatisinterestedininterviewingyou?
Thislessonwillfocusoneffectivecommunicationskills.Youwillaccomplishthefollowingduringthislesson:
• Define communication and identify barriers to communication.
• Compare and contrast effective and ineffective communication skills.
Objectives:
Vocabulary:
barrier -anythingthatinterfereswithamessagebeingsentorreceived.
communication - anexchangeofinformation.
receiver - thepersonwhoreceivesamessage. sender - thepersonwhocreatesorcomposesamessageanddeliversiteitherorallyorinwriting.
3
Butclearcommunicationisnotalwaysaseasyasitsounds.Sometimes,therearebarrierstoclearcommunication.Whataresomeworkplacebarrierstoeffectivecommunication?Theyincludethefollowing:
• Thesendermaynothaveenoughtimetocreateaclearmessage.
• Thesendermaynotspeakclearlyoruselanguagethatcanbeeasilyunderstood.
• Thereceivermaynothavetheknowledgeorinformationtomakesenseofthemessage.
• Thereceivermaynothavetimetocarefullyreadthemessage.
• Itmaybetooloudforclearcommunicationtooccur.
• Itmightbetoobusyforeffectivecommunicationtooccur.
Manytimes,communicationdoesnothappenface-to-face.Alotofbusinesscommunicationwilltakeplaceby telephone,soemployeesmustbeabletocommunicateclearlyusingthephone.Butthetelephoneitselfcansometimesbeabarriertoeffectivecommunication.Whenyouarenotspeakingdirectlytoanotherperson,itcanbeeasiertobecomedistractedandnotconcentratefullyonthecommunication.Itcanalsosometimesbehardertounderstandspokenwordsoveratelephone.Whenamessageisleftonvoicemail,communicationcanbecomeeven moretricky.
Example: Imaginethatyouareamanagerwhohasposteda “HelpWanted”advertisementsothatyoucanhiresomenewemployees.Whenyoureviewyourvoicemailmessages,youhavemessagesfrominterestedprospectiveemployees.Howapersonpresentshim-orherselfoverthephone,evenonavoicemailmessage,cangoalongwaytowardcreatingafirstimpression,eitherpositiveornegative.Clickonthefirstvoicemailmessagetolistentoit.Whatimpressiondoyougetofthisjobcandidatebasedonthewayshecommunicatesinherphonemessage?
Nowclickonthesecondmessageandcompareittothefirstone.Whatfirstimpressiondoyougetofthesecondcaller?
Whatdidyouthinkofthepersoninmessage1?Asamanager,doyouthinkyouwouldcallthispersonforaninterview?Itdidnotseemthecallerwaspreparedwithaclearandorganizedmessage.Thecallerdidnotspeakslowlyandclearly,andsheseemednervousandconfused.Partsofthemessagewereunintelligible.Theineffectivecommunicationskillsshownbythiscallerprobablyaffectedyourfirstimpression.Amanagermaynotbeinclinedtohireanemployeewithpoororalcommunicationskills. Thesecondcaller,ontheotherhand,probablydidimpressyou.The callerwasconfident,clear,andreadytocommunicate.Themessagewaslogicalandorganized.Becauseemployersliketohirepeoplewithgoodcommunicationskills,asamanager,youwouldprobablybeinterestedinthisjobcandidate.
Nowthatyouhavehadachancetothinkaboutthedifferencesbetweeneffectiveandineffectivecommunication,let’smakealistofthemaincharacteristicsofeach.Inthefollowingactivity,youwillbeshownalistofdescriptivewordsrelatedtocommunication.Ifyouthinktheworddescribesgoodandeffectivecommunication,drag-and-dropitintothe“CharacteristicsofEffectiveCommunication”column.Butiftheworddoesnotdescribeeffectivecommunication,drag-and-dropitintothe“CharacteristicsofIneffectiveCommunication”column.
Remember,effectivecommunicationistheclearexchangeofinformation.Whenyouareinvolvedinacommunicationexchange,youmaysendamessage,oryoumayreceiveamessage.Sometimes,theremaybebarrierstocommunicationthatinterferewithorblockthemessage.Someofthesebarrierscannotbeavoided(suchasnoise),butotherscanbereducedifyoupayattentiontothecharacteristicsofeffectivecommunication.
Your Turn
Lets Review!
PleaserefertothemediaCDtolistentotheVoiceMessagesinthisexample.
PleaserefertothemediaCDtocompeteComparingCommunicationSkills.
4
1.4 True/False Oralcommunicationskillscanpresentapositiveornegativefirstimpression.
1.5 True/False Barrierstocommunicationalwayscanbeeliminated.
1.6 True/False Effectivecommunicationskillsareadesirableworkplaceskill.
1.7 True/False Communicationistheexchangeofinformation.
1.8 True/False Thetelephonecanbeabarriertocommunication.
1.1 Bryanhase-mailedhisboss,Shauna,askingifhecanleaveworkearlynextFriday.WhichchoicebestdescribesBryaninthiscommunicationscenario?______
A. thesenderofthemessageB. thereceiverofthemessageC. abarriertothemessageD. asourceofthemessage
1.2 Jamieworksasareceptionistforasmallbusiness.Fridaysarealwaysachallengeonthephone,sincethefrontentranceseesalotmorecustomertraffic.Jamie’scommunicationchallengeisduetowhichfactor?______
A. effectivecommunicationB. ineffectivecommunicationC. barrierstocommunicationD. workplacecommunication
1.3 Lizaispreparingamemotoheremployeesthatexplainsthenewprocedureforaskingfortimeoffandswitchingshiftswithanotheremployee.Bymakingsurehermemoiswell-prepared,logical,andorganized,Lizahasmade surehercommunicationhasthecharacteristicsof_____.
A. effectivecommunicationB. ineffectivecommunicationC. barrierstocommunicationD. workplacecommunication
Multiple Choice
True or False
5
Whenwethinkaboutcommunication,weoftenthinkaboutwords.ButaccordingtoA.Barbour'sbookLouder than Words: Non-verbal Communication,communicationisonlysevenpercentthewordsweuse.Thirty-eightpercentofcommunicationisrelatedtohowwespeakourmessage—includinghowloudlyorhowquicklywespeak—andfifty-fivepercentofcommunicationinvolvesbodylanguage,suchasgesturesandfacialexpressions. Communicationisn'tlimitedtojustoral,orspoken,communication.Effectivewrittencommunicationskillsarealsoimportant.Howcanwecommunicateeffectivelywhenwedonothavethebenefitofnonverbalcommunicationcues?
Preparation and Planning Writtencommunicationrequiresspecialpreparationandplanningtobeeffective.It'sagoodideatostartbythinkingaboutthepurposeofyourmessage.Thepurposeiswhyyouarewriting.Doyouwanttogiveinformation?Doyouneedtopersuadeyourreader?Areyoutryingtoentertain? Next,youmustconsidertheaudience,orwhowillbereadingyourmessage.Knowingyouraudiencewillhelpyouchoosetherightvocabularyandlanguagetouseinyourmessage.
RIGHT WRONG
Whileyouwereout
Date:3/25 Time:4:00p.m.
To:CraigJones
From:MattPeterson
Message:Wantedtotalkaboutthe
SalesMeetinghemissedyesterday.
Telephone:555-555-1234
Operator:Ali
Telephoned ReturnedCall
Calledtoseeyou WillCallYou
Wantstoseeyou PleaseCall
URGENT
Whileyouwereout
Date: Time:
To:
From:
Message:MattCalled
Telephone:
Operator:
Telephoned ReturnedCall
Calledtoseeyou WillCallYou
Wantstoseeyou PleaseCall
URGENT
X
X
Electronic Communication Skills
Objectives:
Vocabulary:
Youlikelyengageinelectroniccommunicationonadailybasis.Wheneveryousendorreceiveane-mail,textmessage,orIM,youareusingelectroniccommunication.Intoday’sglobalworkplace,theseelectroniccommunicationtoolshavebecomeveryimportanttobusinesses.
Thislessonwillfocusoneffectivecommunicationskills.Youwillaccomplishthefollowingduringthislesson:
• Identify guidelines for effective electronic communication, including netiquette.
• Determine how to ensure e-mail messages are appropriate for the workplace.
asynchronous communication-communicationthatoccurswhenthesenderandreceiverareseparated
bytimeand/orplace.
audience-thepersonorpeopleforwhomyourmessageisintended.
netiquette-guidelinesforcourteouselectroniccommunication.
purpose-thereasonforcommunication,suchastoinform,topersuade,ortoentertain.
synchronous communication-communicationthatoccurswhenthesenderandreceiverare
communicatingatthesametime.