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Communication Skills Module 5

Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

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Page 1: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Communication SkillsModule 5

Page 2: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Objectives

Page 3: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

What is communication?

“The multi-directional exchange of

information, ideas and meaning”

Communication is a two way process – depends on sender’s intended message and receiver’s interpretation of that message

Page 4: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,
Page 5: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Methods of communication

Page 6: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Why talk?

Page 7: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Why write?

Page 8: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

BarriersDelivery – tone,

volume, dialect, speaking too fast, waffle, projection, management speak

Media chosenPassion CredibilityPoor listeningPhysical limitations –

eyesight, deafness

Body languageTimingEmpathyTechnical contentNo opportunity for

feedbackCultureLack of structureLack of rapport

Page 9: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Benefits – for you

Page 10: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Benefits – for your organisation

Page 11: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Benefits – for recipient(s)

Page 12: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,
Page 13: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Golden Bull winners - example

“Thank you for your Tax Returns ended 5th April 2006 & 2007 which we

received on 20th December.I will treat your Tax Return for all purposes as though you sent it in

response to a notice from us which required you to deliver it to us by the day we received it.” – HM REVENUE &

CUSTOMS

Page 14: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Golden Bull winners - example Seasonal forecasts indicate how

slowly-varying large-scale climate influences make particular seasonal conditions more likely than others.

Random, unpredictable factors (‘chaos’) also partly determine year-

to-year variations, and these will sometimes override large-scale

influences. Such uncertainties make a probabilistic format, as used here,

advisable for seasonal forecasts‘ – MET OFFICE

Page 15: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Plain English – key elements

Page 16: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Emails

Page 17: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Structure and Format

Page 18: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Report Structure

Page 19: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Writing Process

Page 20: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Prepare

Page 21: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Check

Page 22: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

….AND OTHER NON-VERBAL COMMUNICATION

BODY LANGUAGE…

Page 23: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Body languageHow do people communicate face to face?

Rank the following in order of priority and assign a % to each

BODY LANGUAGETONEWORDS

Page 24: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

7%

55%

Page 25: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Tone, Emphasis and Emotion

I want YOU here right now

I want you here right now

I WANT you here right now

I want YOU here right now

I want you HERE right now

I want you here RIGHT NOW!!!!!!

Page 26: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Body language

“Everything about your appearance, every movement, every facial expression, every nuance of your voice has the

potential to convey meaning” – Adler and Elmhorst, 2002

Page 27: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,
Page 28: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

VERBAL COMMUNICATION

Page 29: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,
Page 30: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

Verbal communication - features Clarity

Plain EnglishDo not ramble / over talk

ListeningAttentiveBody languageReflectParaphraseSummariseCheck understandingAcknowledge

QuestioningOpen questions (7 Ws) to

find out moreClosed or leading

questions only when seeking yes/no

Remember to listenUse silenceAsk ‘is there anything

else?’

MannerFriendly, professional and

assertive – not casual, passive or aggressive

Page 31: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

For business discussions…. Plan and prepare

Be sure about objectiveWrite down what you want to

sayMake notes during discussion

EnvironmentMinimum interruptionsComfortable surroundings

StructureState objectiveOrderly discussion, minimal

deviationClear, positive motivation to

achieve objective

TelephoneQuiet backgroundAppropriate greetingDo not leave on hold

forever Culture

Open minded to culture of others

Be aware that appropriateness and perceptions differ between cultures

Don’t take offence  

Page 32: Communication Skills Module 5. Objectives Create effective written communication, including email, letters and reports Deliver effective verbal communication,

For business discussions… Urgency

Make any deadlines clear Action Points

Ensure summarised at end of discussion Next discussion

If more discussion required, seek agreement with timescales

 


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