WORK ETHICS MODULE 8

COMMUNICATION

COMMUNICATIONOBJECTIVES Understand importance of good

communication skills Understand how nonverbal

communication skills affect overall communication

Use effective listening techniques Use proper oral communication skills

COMMUNICATION OVERVIEW We are constantly in a state of giving and

receiving communications. Problems occur when one does not receive, or

understand, the message sent--or when one subconsciously sends a nonverbal message that contradicts the spoken word.

This module helps a student understand the importance of good communication skills at school and work.

COMMUNICATION

Communication occurs when a sender expresses an emotion or a feeling, creates an idea, or senses the need to communicate.

Every communicative act is based on the message, which may be either verbal (spoken/written) or nonverbal (body language, appearance, or tone)

Place and Time also impact the context of the message (Knowing when to make a critical comment)

COMMUNICATION

Every message is sent and received through our 5 senses: seen, heard, touched, tasted, smelled.

Sight and sound are two most frequent communication channels used in our society

Worst assumption sender can make is that the message will be received as intended.

Assume that something will go wrong and take steps to prevent that occurrence

COMMUNICATION

BARRIERS: Language: unclear wording, slang, jargon, the

tone. Body Language contradicting spoken message Wrong channel used to convey message:

would not use the phone to relay a lot of statistical information

Poor Listening Skills

NONVERBAL COMMUNICATION Message we convey to others goes far

beyond the words we speak--whatever goes on inside shows outside.

Over 50% of the meaning others attach to our message comes from tone of voice and body language.

NONVERBAL COMMUNICATION Nonverbal Impact comes from:

face, body, eyes, clothing, gestures, touch To correctly interpret nonverbal signals,

look at the whole cluster of signals Crossed arms--may mean defiance or just

feeling cold--check out other non-verbal clues

NONVERBAL COMMUNICATION

The face is the most trustworthy indicator of emotions happiness, surprise, fear, anger, joy, sadness,

disgust, contempt, interest, concern, embarrassment

grooming of hair says much about a person’s meticulousness

NONVERBAL COMMUNICATION Eyes convey much of the facial meaning:

Eye contact-or lack of- tells us something about a person’s confidence, friendliness, honesty, or desire to dominate

Pupils signify interest (dilate-larger) or disinterest (grow smaller)

Frowns, scowls, and raised eyebrows might indicate displeasure or intensity

NONVERBAL COMMUNICATION Narrowed eyes suggest anger, irritation

or doubt

NONVERBAL COMMUNICATION Body: we draw conclusions before words

are ever exchanged based on: sex, posture, height, weight, and skin color

Common Stereotypes: Tall people--good leaders Overweight people--jolly Women--too emotional

NONVERBAL COMMUNICATION We notice how message sender holds body:

Crossed arms: defensive, defiance, withdrawal Hands on hips: goal oriented, ready and able to

take something on Leaning back in chair: sign of superiority,

smugness, authority Slouched: humiliation, defeat, submission

NONVERBAL COMMUNICATION

Using arms, bodies, and legs to block in others or things can be a sign of territorial feelings

Turning your shoulder or body slightly away from someone can be a sign or rejection of that person

NONVERBAL COMMUNICATION Appearance discloses info about us:

Immaculate dress--careful person who attends to detail

“old-fashioned” dress--very conservative in his/her opinions and values

Excessive jewelry--possibly displaying signs of a materialistic nature

NONVERBAL COMMUNICATION Our clothing during working hours tells

others what we do for a living: Blue-collar clothes: designed to help or protect

while doing a job White-collar clothes: more formal clothes

considered appropriate for business but having little to do with protection

NONVERBAL COMMUNICATION Most common form of social physical contact--

HANDSHAKE--source of data about another person: Indication of welcome, liking, acceptance, and

greeting--rude not to accept an offered hand Bone-crushing grip: desire to dominate Limp grasp: sign of insecurity or negative outlook Mechanical pumping/convulsive jerks: suggests mental

rigidity, strong will, inflexibility

NONVERBAL COMMUNICATION Better readers of nonverbal messages tend

to do the following: They look at the totality of cues rather than

isolated ones They take context (time/place) of the message

into account They attempt to compensate for their own

biases and prejudices

ORAL COMMUNICATIONS

Successful Communicators: Take full responsibility for success in communication

process They are certain you understand what they are saying They recognize barriers to good communications exist

speak in simple, grammatical, and understandable terms give examples, ask for feedback express differently what was said previously

Without proper listening, communication does not occur

LISTENING SKILLS

Effective listening is active participation in a conversation Active listener: actually hears; does not assume what is

said sit or stand alertly; maintain eye contact concentrate on words makes verbal responses summarizes what has been said

Passive listener: attentive but does nothing to assist the speaker

LISTENING SKILLS

Listening Distractions: Lag in how fast one can speak and how fast others can

listen: Do not daydream during lag Use the time to organize what is said and relate to the message

Guard against distractions to message: Tune out--speaker’s mannerisms, accent, dress or grooming,

language style, or delivery Avoid letting first impressions of a speaker color your ability

to hear the message

LISTENING SKILLS

You cannot learn anything from others if you do all the talking Let speakers finish out their own sentences. Don’t interrupt to interject your own thoughts Pay attention to tone and nonverbal cues

TELEPHONE SKILLS

Negative ways lack of telephone etiquette impacts your work ethics: We tend to forget that the other person on the other end

of the line is a human being Easier to be rude Anger, irritation, and frustration can be suggested by our one of

voice Ignoring calls/messages suggests that we are

unconcerned about our clients/customers Transferring calls without trying to address callers

concerns; shows disinterest, apathetic attitude

TELEPHONE SKILLS

Speak with a smile in your voice (smile when you answer the phone)

Voice should be clear and distinct Offer to give assistance--however and

whenever Do not transfer calls blindly without making

sure the receiving party can take care of the caller’s problem

TELEPHONE SKILLS

Be discreet when using the phone Think through requests for info; give out

only info that is really needed by caller “Mr. Jones is playing golf this afternoon.” “Mr. Jones will be in the office tomorrow

morning. May I help you or have him return your call?”

TELEPHONE SKILLS

Avoid slang in telephone conversations yeah--certainly bye-bye--goodbye Huh?--Would you please repeat that

When taking telephone messages: Get all info: name, date, time, your initials,

regarding, phone #’s, etc. Repeat message to caller to be certain accurate

TELEPHONE SKILLS

If you need to gather info to handle call: Ask for permission to put caller on hold Offer to call them back if you think you will

need extra time When you return to phone apologize for having

the caller wait for you

TELEPHONE SKILLS

How to handle a unhappy or angry caller: Let the caller vent When they are finished--express your

understanding of and concern for the situation After venting, caller is more ready to listen and

be reasonable If venting gets nasty or involves foul language--

warn the caller to refrain or that you will hang up.

TELEPHONE SKILLS

Treat callers as you would want to be treated yourself.

Treat them as if they were standing in front of you Remember: You are the company’s sole

ambassador during the time of the phone conversation