Communicate with Tact & Credibility Rutherford County Communication & Conflict Resolution Training Series

1. Communicate with Tact & CredibilityRutherford County Communication & Conflict Resolution Training Series

2. Objectives • Upon the completion of training, you will be able to… • Understand the basics of communication. • Identify characteristics of poor communication and good communication. • Know the differences between formal and informal communication. • Understand the 4 different communication types and their uses.

3. Communication Basics • Communication is the process of transferring a message from one individual to another. • The person communicating the message is identified as the sender. • The person receiving the message is identified as the receiver.

4. Poor Communication Sender attacks receiver Receiver doesn’t listen to sender One or both parties are distracted Message is ambiguous One or both parties are over-emotional Good Communication Sender is neutral or positive towards receiver Receiver listens effectively Both parties are present and paying attention Message is clear and direct Emotions are kept in check Poor vs. Good Communication Adapted from http://www.people-communicating.com

5. Communication Impacts • Impact of effective communication • Effective communication may contribute to success in many ways: • Builds morale, satisfaction and engagement. • Helps others understand important messages. • Avoids misunderstandings and potentially reduces workplace conflict. • Improves processes and procedures and increases efficiency. • Impact of ineffective communication • The results of ineffective communication may include: misunderstanding, damaged relationships, broken trust, anger and hostility. • Ineffective communication may stem from poorly aligned strategy, the wrong communication format, word choice or tone of voice.

6. Formal vs. Informal Communication • Formal Communication is often used to convey a important or complicated message in an organization. Methods of formal communication include manuals, memos, reports and official meetings. • Informal Communication is used for messages that are less complicated. Methods of informal communication include e-mail, quick phone calls and brief face-to-face conversations.

7. Types of Communication • There are 4 main types of communication: • Verbal • Non-Verbal • Written • Visual

8. Verbal Communication • Verbal communication includes sounds, words, language and speaking. • Effective verbal communication can be achieved with these simple tips: • Speak clearly and at a moderate pace. • Use appropriate language. • Be concise and to the point. • Avoid filler words. • Answer and ask questions precisely.

9. Non-Verbal Communication • Non-Verbal communication involves subtle and physical methods of communication such as facial expressions, tone of voice and gestures. • Effective non-verbal communication can be achieved with these simple tips: • Greet others with a hand shake. • Maintain eye contact. • Use appropriate facial expressions such as smiling. • Stand or sit up straight. • Vary the speed and tone of your voice when speaking. • Use expressive, positive hand gestures.

10. Written Communication • Written communication is the use of written words to convey a message. Written communication is a very common method used in the workplace. • Effective written communication can be achieved with these simple tips: • Use correct spelling and grammar. • Avoid jargon or overusing big words. • If you are angry, give yourself a cooling off period before writing a message. • Be specific to avoid any confusion. • Be concise and use paragraph breaks for readability. • Use a positive and professional tone. • Edit and proofread your message before sending.

11. Visual Communication • Visual communication is a visual display of information through images, charts, symbols or videos. • Visual communication can quickly illustrate an idea in combination with a verbal presentation or written report.

12. Listening • Effective communication involves more than just sending a message. Listening is also crucial for effective communication. • For information on how to become a more effective listener, please see the “Listening Skills” training module in the Communication & Conflict Resolution training series.

13. Summary • In conclusion, understanding the different methods of communication is helpful in both professional and personal settings. • Effective communication increases efficiency and decreases misunderstandings that can lead to conflict.