Intro Communication Irving ISD
-
Upload
ryan-patton -
Category
Career
-
view
469 -
download
1
description
Transcript of Intro Communication Irving ISD
1
COMMUNICATIONPracticum in Irving ISD
www.gvtc.org/workethicsonline 2
SITE Term
Effective listeningGood organizational skillsGood communications skillsBeing friendly
CommunicationCommunication
www.gvtc.org/workethicsonline 3
COMMUNICATION: Skills Assessment
www.gvtc.org/workethicsonline
What type of communicator are you? Next to each skill listed, rate yourself from 1 to 3 (1 = rarely, 2 = sometimes, 3 = always).
_____When I’m speaking to someone face-to-face, I maintain eye contact.
_____When I’m listening to someone else speak, I maintain eye contact.
_____When I’m having face-to-face conversation, my body language is friendly and relaxed.
_____I’m careful not to interrupt when others are speaking.
_____I take accurate phone messages when others are not home to receive their calls.
_____When I answer the phone, I say hello and let the caller know to whom they’re talking.
_____I know how to read others’ body language.
_____In class, I raise my hand before I answer a question.
www.gvtc.org/workethicsonline 4
COMMUNICATION: Skills Assessment Part 2
www.gvtc.org/workethicsonline
_____In school, I’m careful to keep my voice down when other students are studying nearby.
_____I’m respectful when I speak to my instructors and the school staff.
_____When a lot of people are talking at once, I don’t raise my voice but wait quietly until it’s my
turn to speak.
_____When I’m introduced to someone new, I smile and give him or her a firm handshake.
_____I stand straight and tall when I enter a room.
_____If I walk into a gathering in which I don’t know anybody, I walk up to someone who looks
friendly and introduce myself.
_____People tell me I’m a good listener.
_____I enjoy talking to other people.
_____I know how to argue without getting angry or abusive.
www.gvtc.org/workethicsonline 5
Communication Based on something that conveys meaning: the
message verbal (spoken or written) nonverbal (body language, physical appearance, or
vocal tone) context—or place and time—of the communication
makes a big impact on how it will be received
www.gvtc.org/workethicsonline 6
CommunicationNon-Verbal People telegraph intentions and feelings
whether aware of it or not Unintentional senders Whatever goes on inside shows outside
Conveyed messages go far beyond words spoken Tone of voice Body language Comes particularly from the face, eyes, body,
clothing, gestures, and touch
www.gvtc.org/workethicsonline 7
CommunicationNon-Verbal Be careful to interpret signals correctly
Crossed arms might be expressing defiance, but might also just be feeling cold
Check out facial expressions and other nonverbal signs to determine correct reading
Facial expressions help judge feelings Depend on face as most trustworthy indicator of
emotions such as happiness, surprise, fear, anger, joy, sadness, disgust, contempt, interest, concern, and embarrassment
www.gvtc.org/workethicsonline 8
CommunicationNon-Verbal Look at face for insight into person’s character
(for example, an “open, honest face,” a “strong chin,” or “beady eyes”)
Moustache, beard, or long hair might suggest conformity or nonconformity, depending on time and context
Grooming of hair says much about person’s meticulousness
Narrowed lips or jutted-out chin might mean a person is angry or defiant
www.gvtc.org/workethicsonline 9
CommunicationNon-Verbal Eyes convey much meaning
eye contact—or lack of it—tells about confidence, friendliness, honesty, or desire to dominate
narrowed eyes suggest anger, irritation, or doubt pupils signify interest or disinterest pupils dilate when person is interested or excited …
grow smaller when person is bored or uninterested brow area and narrowing of eyes tell receiver much frowns, scowls, and raised eyebrows indicate
displeasure or intensity
www.gvtc.org/workethicsonline 10
CommunicationNon-Verbal Body is another rich source of nonverbal
confirmation or denial of our verbal message Draw conclusions about people before words
exchanged based on sex, posture, height, weight, and skin color People stereotype others by thinking that tall people
make good leaders, overweight people are jolly, and women are too emotional
Notice how senders of messages hold their bodies
www.gvtc.org/workethicsonline 11
CommunicationNon-Verbal Crossed arms a sign of defensiveness, defiance,
or withdrawal Hands on hips signal goal oriented or ready and
able to take something on Leaning back in chair with hands clasped behind
the head interpreted as sign of superiority, smugness, or authority
A slouched posture means humiliation, defeat, or submission
www.gvtc.org/workethicsonline 12
CommunicationNon-Verbal Using arms, bodies, and legs to block sign of
territorial feelings Turning shoulder or body slightly away sign of
rejection Appearance discloses pieces of information
Dressing immaculately … careful and detailed “Old-fashioned” dress … conservative opinions and
values Excessive jewelry … materialistic
www.gvtc.org/workethicsonline 13
CommunicationNon-Verbal Clothing during working hours tell what we do
for a living Blue-collar clothes designed to help or protect White-collar clothes are formal, little protection
Most common form of social physical contact—the handshake Indication of welcome, liking, acceptance, and
greeting Considered extremely rude not to accept an offered
hand
www.gvtc.org/workethicsonline 14
CommunicationNon-Verbal Method of shaking hands …
Bone-crushing grip seen as desire to dominate Limp grasp sign of insecurity or negative outlook on
life Mechanical pumping up and down in series of
convulsive jerks suggests mental rigidity, strong will, and inflexibility
Be very careful with touching others at work because of harassment issues
www.gvtc.org/workethicsonline 15
CommunicationNon-Verbal Nonverbal message readers …
Look at totality of cues rather than isolated ones (remember the crossed arms?)
Take context (time and place) of message into account
Compensate for own biases and prejudices
www.gvtc.org/workethicsonline 16
CommunicationOral Successful communicators
Full responsibility for success in process Take responsibility for ensuring what’s heard is
understood Recognize barriers to good communications exist
Speak in simple, grammatical, and understandable terms Give examples, ask for feedback, rephrase, and make it
easy to get true intent of communications
www.gvtc.org/workethicsonline 17
CommunicationListening Without proper listening, communication does
not occur Effective listening is …
Active participation in a conversation Helps speaker become understood
Must hear and not assume what is said
www.gvtc.org/workethicsonline 18
CommunicationListening Listeners …
Passive listener … Attentive Does not assist speaker
Active listener … Sit or stand alertly Maintain eye contact with speaker Concentrate on speaker’s words Make verbal responses Summarize parts for clarification
Difference in speed: speak vs. listen … time lag in conversations
www.gvtc.org/workethicsonline 19
CommunicationListening Good listeners …
Do not daydream during lag Use time to organize what is said and relate message Guards against distractions to message
Speaker’s mannerisms, accent, dress or grooming, language style, or delivery Distracting if not tuned out Avoid letting first impressions of speaker hinder ability
to hear message Don’t interrupt to interject own thoughts
www.gvtc.org/workethicsonline 20
CommunicationListening Pay attention to tone of words and nonverbal
cues Effective listening …
Concentrate so that competing external and internal distractions are eliminated
Probe and reflect by asking questions to seek clarification and greater understanding
Summarize (paraphrase) and feed back to speaker what’s been heard
www.gvtc.org/workethicsonline 21
CommunicationTelephone Skills Easier to be rude to someone not seen Negative ways lack of telephone etiquette
impacts work ethics Anger, irritation, and frustration can be suggested by
tone of voice Ignoring calls and messages suggests that
unconcerned about clients and customers Transfer callers without trying to address concerns
show a disinterest, apathetic attitude Speak on phone with a smile in voice
www.gvtc.org/workethicsonline 22
CommunicationTelephone Skills Voices should be clear and distinct Demonstrate a service attitude by offering
assistance Do not transfer calls blindly: make sure caller’s
problem will be resolved Be discreet when using the phone
Think through requests for information Give out information really needed by the caller
www.gvtc.org/workethicsonline 23
CommunicationTelephone Skills Taking telephone messages for others
Do not hurry; may miss necessary information Incomplete messages are frustrating Repeat message to caller to ensure accuracy
Callers placed on hold Ask permission first Offer to call back if unwilling to wait Irritates caller to be left on hold Apologize for having the caller wait when placed
on hold
www.gvtc.org/workethicsonline 24
CommunicationTelephone Skills Unhappy or angry customer
Be very careful Let caller vent (spill anger)
Ready to listen when finished Easier to solve problem
Express understanding/concern when appropriate Nasty/foul language
Warn caller to refrain or will hang up Do not have to listen, but warn caller
www.gvtc.org/workethicsonline 25
CommunicationTelephone Skills Summary
Treat callers as you would want to be treated Treat them as if they were standing in front of you You are the company; company’s sole ambassador
during that phone conversation
www.gvtc.org/workethicsonline 26
CommunicationE-mail Etiquette Rules of Etiquette: Things to Avoid
Profanity Use of slang or street jargon Any words or tone that can be misconstrued as
confrontational
www.gvtc.org/workethicsonline 27
CommunicationE-mail EtiquetteWhy do we need email etiquette? Professionalism: by using proper email
language company will convey a professional image
Efficiency: emails that get to the point are much more effective than poorly worded emails
Protection from liability: employee awareness of email risks will protect company from costly law suits
www.gvtc.org/workethicsonline 28
• Be concise and to the pointBe concise and to the point• Answer all questions, and pre-empt further questionsAnswer all questions, and pre-empt further questions• Use proper spelling, grammar & punctuationUse proper spelling, grammar & punctuation• Make it personalMake it personal• Use templates for frequently used responsesUse templates for frequently used responses• Answer swiftlyAnswer swiftly• Do not attach unnecessary filesDo not attach unnecessary files• Use proper structure & layoutUse proper structure & layout• Do not overuse the high priority optionDo not overuse the high priority option• Do not write in CAPITALSDo not write in CAPITALS• Don't leave out the message threadDon't leave out the message thread• Add disclaimers to your emailsAdd disclaimers to your emails• Read the email before you send itRead the email before you send it• Do not overuse Reply to AllDo not overuse Reply to All• Mailings > use the bcc: field or do a mail mergeMailings > use the bcc: field or do a mail merge• Take care with abbreviations and emoticonsTake care with abbreviations and emoticons• Be careful with formattingBe careful with formatting• Take care with rich text and HTML messagesTake care with rich text and HTML messages
What are the email etiquette rules? Part 1
www.gvtc.org/workethicsonline 29
What are the email etiquette rules?Part 2• Do not forward chain lettersDo not forward chain letters• Do not request delivery and read receiptsDo not request delivery and read receipts• Do not ask to recall a messageDo not ask to recall a message• Do not copy a message or attachment without permissionDo not copy a message or attachment without permission• Do not use email to discuss confidential informationDo not use email to discuss confidential information• Use a meaningful subjectUse a meaningful subject• Use active instead of passiveUse active instead of passive• Avoid using URGENT and IMPORTANTAvoid using URGENT and IMPORTANT• Avoid long sentencesAvoid long sentences• Don't send or forward emails containing libelous, defamatory, offensive, Don't send or forward emails containing libelous, defamatory, offensive,
racist or obscene remarksracist or obscene remarks• Don't forward virus hoaxes and chain lettersDon't forward virus hoaxes and chain letters• Keep your language gender neutralKeep your language gender neutral• Don't reply to spamDon't reply to spam• Use cc: field sparinglyUse cc: field sparingly• Be concise and to the pointBe concise and to the point• Don’t make an e-mail longer than needs to beDon’t make an e-mail longer than needs to be
30
COMMUNICATIONPracticum in Irving ISD