The Basics of Communications & Professionalism in the

Workplace

Presented by:Dimetra K Hamilton, MPA

October 25, 2011

This workshop will offer tools to handle communication challenges and help you to:

◦ Express yourself

◦ Become solution-oriented

◦ Understand others and their communication styles

◦ Become more of a team-player and expand your

influence and cooperation with others

◦ Use e-mail effectively

Workshop Goals

WorkplaceCommunication

s

Team Interactions

Projects

Written Correspondence

Telephone Conversations

Customer Service to External Clients

The Integral Role of Workplace Communications

Speaking and Listening are the most basic ways of communicating with others.

In the workplace, strive to create mutual understanding by using:

◦ Assertive speaking

◦ Active listening

Express Yourself!

Takes responsibility

Takes initiative

Listens actively

Speaks up, is direct and constructive

Shows sincerity

Is solutions focused

Assumes a confident voice and body language

Straight! No Chaser!—The Assertive Approach 

Look for ways to collaborate

Be flexible

Exercise self-control

Show continuous respect

Becoming An Assertive Speaker

Be direct

Be concise as possible

Focus on main ideas first

Short & Sweet: Speaking With Clarity

Face-to-Face Interactions◦ Mimicking◦ Say it Right!

Written Correspondence◦ Avoiding Pitfalls

Take your time Keep it simple Read aloud Hire an editor Use technology to your advantage

Clear as Water? Or Mud?

Emphasize what you can do instead of what you

can’t

Emphasize what you will do

Describe problems from your perspective

instead of projecting

Choose solution oriented language

◦ Option; Idea; Recommendation; Suggestion; Solution;

Proposal

Learn to disagree without being disagreeable

We Need A Solution!

Aggressive

Non-Assertive

Passive-Aggressive

Assertive

People Make The World Go ‘Round: Exploring Different Communication Styles

DilbertOctober 13, 2002

Dealing with the “A” word: ASSUMPTIONS

R-E-S-P-E-C-T—What does it really mean for the organization?

◦ Operating collaboratively

◦ Working to understand others

◦ Building long-term relationships

◦ Not playing the blame game

There’s No “I” In Team: How To Be A True Team Player

DilbertJune 1, 1998

Be positive

“Fake it until you make it”

Set the tone

Can You Hear Me Now? Enhancing the Telephone Experience

DilbertDecember 26, 2010

Keep it short

Be direct and concise

Be mindful of language and tone—

write constructively

Using humor

Consider your audience

The “cc” faux pas: knowing who to copy on

e-mails and when

You’ve Got Mail:Enhancing The E-mail Experience

-Anthony Robbins

“The way we communicate with others and with ourselves ultimately determines the quality of our lives.”