Communication Skills

L/O: To understand the key points of effective verbal communication.

Key term: Communication = a way of expressing or exchanging ideas and thoughts between one group and another.

Which way would a person communicate:

● To the person next to them

● To a person in the office two floors above them.

● To an audience of 200 people.

● To a person in another country.

Potential

problem

Time

Convenience

Expense

Geography

Formality

Method of

Communication

For 3 types of communication give a short analysis. Check the email analysis on the next slide.

People may not know how to

use the company email system

Very quick

Easy to send

can be sent

at any

time.

Cheap to send

Can be sent all over the World.

Can be formal

or informal

Written Skill

E mail

Formality

Geography

Cost

Convenience

Time

Potential problem

Task 2: The ways that ICTIB communicate. You need to create a presentation using Microsoft Office software.This presentation needs to explore the ways that a company such as ICTIB communicate with each other, their customers and their suppliers. Your presentation needs to cover both face to face and remote forms of communication.For example:SituationGiving a presentation to 200 students who may be thinking of buying a laptop.Method of deliveryPowerpoint presentation.Potential Problems●The audience may not be able to hear the persons voice.●The speaker may have a monotonous voice and the audience get bored.●Some of the audience may have special needs e.g. hearing impaired.Possible solutions to those problems.●Use a microphone.●The speaker rehearses and modulates the tone and pitch of their voice.

See the next slide for a list of possible situations where the company will rely on good communication skills

Situations where the company will need to communicate well and may have problems.

With customers

On their customer helpdesk.

Manning stands at trade fairs and talking to customers 1:1 and face to face.

On line forums

With suppliers.

Talking to suppliers from another country.

Emailing suppliers

Writing letters

With each other

Having meetings.

Using email.

Using social networking sites.

Mobile phone talk/text

Twitter

Skype

You have 2 hrs class time to create the presentation, you will be presenting this presentation in front of a small audience

General communication skills: cultural differences; adapting content and style to audience eg modulating voice, terminology, format; providing accurate information; differentiating between facts and opinions; techniques for engaging audience interest eg changing intonation, use of technology such as multimedia or use of animation in presentations; question and answer sessions

Interpersonal skills: methods for communicating interpersonally eg verbal exchanges, signing, lip reading; techniques and cues eg body language, use of intonation, use of ‘smileys’, capitalisation of text in emails; positive and negative language; paying attention and active engagement eg nodding, summarising or paraphrasing; understanding barriers eg background noise, distractions, lack of concentration; types of question eg open, closed, probing; appropriate speeds of Response.

Communicate in writing: following organisational guidelines and procedures; identifying and conveying key messages in writing eg letter, fax, email; using correct grammar and spelling; structuring writing into a logical framework; identifying relevant information in written communications; reviewing and proof reading own written work; conveying alternative viewpoints; reviewing and editing documents created by others; note taking