Communication Skills

• Topics:

– Understanding communication:

• Verbal

• Non-verbal

• Listening

• Email Etiquette

• Conference Call Etiquette

• Meeting Etiquette

• Conducting Effective Conversations

What is Communication?

• Communication is sending or receiving

ideas, thoughts or feelings from one person

to one or more persons in such a way that,

the person receiving it understands it in the

same way the sender wants him/her to

understand.

SENDERSENDER MESSAGEMESSAGE CHANNELCHANNEL RECEIVERRECEIVER

ContextFEEDBACK

The Communication Process

The person initiating the communication, or broadcasting the message.

The specific set of words, gestures and images that the sender uses to convey what he or she wants to say.

The channel through which the message moves.

Receivers (or the audience for the message) - from whom the receiver often expects a response.

The response from the receiver to the sender.

Verbal Versus Written Communication

Verbal – All Verbal Verbal – Face-To-Face Written

Advantages Advantages Advantages

o Rapid Deliveryo Flexible Deliveryo Delivered at

time/place under control of sender

o Allows immediate response

o All Advantages of verbal plus:

o More personal, so better motivation

o Allows non-verbal signals to aid getting message across.

o A record exists of the message

o Allows receiver to repeat message until it is fully understood

o Good for complex or lengthy messages

o Allows receiver to digest message at own pace.

Source: Better Business Writing – Maryann V. Piotrowski 1995

Verbal Communication

Verbal Communication PointersVerbal Communication Pointers• Make your messages appropriate to the receiver.• Use understandable language but not slang.• Be aware of how long you speak. As a general

rule, try to express your message in a limited amount of time (no more than 15 seconds in a normal day-to-day conversation) and then switch to listening.

• Focus on one topic at a time.• Try to be positive, even when talking about

negative situations.

Rules for Communication

1. Ensure it fits the purpose

2. A.B.C: 3. K.I.S.S 4. Deliver informationin 3 stages:

Accuracy Keep Introduction

Brevity It Main body of content

Clarity Short Summary

Simple

Non-Verbal Communication

• Smiling – there is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint.

• Eye contact – always look into your customer’s eyes. Directly address customers.

• How you look – personal grooming has a big impact on your customers. Let customers know you take seriously your position.

• Shaking hands – when shaking hands with a customer a firm and professional handshake is expected.

Positive Non-Verbal Communications

"Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid." 

- Doug Firebaugh

Written Communication

Writing?

• One of the best methods to communicate

• Writing is one of the oldest known forms of communication

• In today’s age of information and technology, writing has become a lost art

Why Written Communication?

• Creates a permanent record

• Allows you to store information for future reference

• Easily distributed

• All recipients receive the same information

• Necessary for legal and binding documentation

Writing Skills?

• The ability to write does not require a unique talent or an outstanding mental ability

• Everyone has the basic skills necessary to write well

• A basic understanding of writing and a commitment to writing well in all situations is needed as a professional

Questions a writer asks

• How do I begin?• What is my purpose?• How do I make my point clear?• How do I create a logical flow?• How do I say what I mean?• How do I avoid grammatical errors?• How can I make my message brief?• How can I create a visual effect?

The Writing Process

• Planning

• Writing

• Quality Control

The Writing Process

Planning

• Keep objectives in mind and research the topic

• Think about the audience

• Outlining helps organize thoughts

The Writing Process

Writing

• Follow your outline, use your handbook

• Inspiration is acceptable but must be carefully reviewed

• Use the interview approach to supplement the outline (who, what, where, when, how)

The Writing Process

Quality Control

• Reread your work

• Be critical of your own work

Considerations while writing

• Who?

• What?

• When?

• Why?

• Where?

• How?

Good Writing

• Completeness: all information needed is provided• Correctness: relevant and precise information• Credibility: support your argument• Clarity: should not be vague, confusing,

ambiguous• Conciseness: to the point• Consideration: anticipate the reader’s reaction• Vitality: use the active voice rather than the

passive voice

Spelling and Grammar

• It is important in all business communications to use proper grammar and correct spelling

• What you write and how you write could reflect a positive or negative image

• Sloppy and/or poorly written communications could be perceived as a lack of caring

Spelling and Grammar Tips

• Proofread communications before sending

• Use spell and grammar check if available

• Make sure to have subject, verb and tense agreement

• Ensure proper word usage:affect/effect there/theiramong/between shall/willcan/may than/then

10 Commandments

1. Know what you want to say before you say it. 2. Keep it simple.3. Use bullet points.4. WIIFM (What's in It For Me?)5. Don't get bogged down6. Call to action7. Edit8. Spell check9. Take 5 before hitting send10.Follow up