Communication in the Workplace

1. Communication in the Workplace Ms. Smith

2. What is Communication? • Communication is the process of exchanging messages between a sender and receiver. • In order to have communication skills, you must be able to: • Listen • Read • Speak • Write

3. Channels vs. Media… • Channels are the avenues through which messages are delivered. • Ex.) Face-to-face conversations, telephone calls, written memos, letters, reports, and e-mail. • Media differs from channels in terms of how much content they can carry, the speed in which the message is delivered, cost, accuracy, & quality of content. • Ex.) Television, radio, print media, & the Internet.

4. How Do You Know Your Message is Clear? • Feedback is a receiver’s response to a message. • It allows participants to clarify the message and make sure that all parties gave the message the same meaning. • Ex.) Class activity!

5. Barriers to Communication… • Are obstacles that interfere with the understanding of a message. • Ex.) What do you call a carbonated, sugary beverage that comes in cans or bottles? • Soda, pop, soda pop. • Therefore, marketing professionals need to make sure the language they are using is appropriate and understood by their target audience.

6. One of the factors that need to be taken into account when considering communication is ability of the human brain to create meaning where, perhaps, none exists. Sometimes this is a block to communication, but it can also be a great benefit… • Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae. The rset can be a ttoal mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.

7. Does it Matter Where You Are? • Setting is the circumstance under which communication takes place; they include: • Place • Time • Sights • Sounds • Setting can help or hinder the ability to exchange messages. • Ex.) Class activity!

8. Speaking • People use speech in marketing for: • Customer relations • Presenting marketing plans • Advertising

9. General Rules for Effective Speaking: • Show respect • In most business situations, the most important rule is to show courtesy and respect for others. • Know the purpose • Inform: be clear, concise, and to the point. • Persuade: convince a person to change a perception in order to get them to do what you want. • Entertain: helps create a comfortable atmosphere, build friendships, and improve customer relations. • Use your voice & nonverbal cues • Good tone and pace. • Use of body language and eye contact.

10. Speaking Formally… • A good speech begins with an opening statement, and ends with a concluding statement. • In between, 4 basic patterns can be used to structure the message: • Enumeration: listing items in order. (first, second, third) • Generalization: statements that is accepted as true by most people. Support with evidence. (for example) • Cause & Effect: Demonstrate that one event is the cause of another. (therefore, consequently, as a result) • Compare & Contrast: new concepts are explained by showing how they are similar or unlike those listeners already know. (similarly, however, nevertheless, on the other hand)

11. Listening in Business *Listening, like all skills, MUST be learned!

12. Listening Techniques • Identify the purpose • Look for a plan • Give feedback • Search for a common interest • Evaluate the message • Listen for more than verbal content • Listen for a conclusion • Take notes

13. Barriers to Listening for Understanding • Distractions: things that compete with the message for the listener’s attention. • Noises • Conversations • Competing thoughts • Emotional Barriers: biases against the sender’s opinions that prevent the listener from understanding. • Planning a Response: occurs when a receiver of the message stops listening and instead begins to think about what to say next.

14. Apprentice Clip • Task: • How did this clip display the importance of listening? • What happened to the interviewees as a result of their poor listening? • What barriers to listening were being presented in this clip?

15. Reading in Business

16. Techniques for Effective Reading • Reading skills are essential on any job; in fact, they are usually needed to get a job in the first place. • Know your purpose of your reading: • It is helpful when reading to look for a plan, search for an interest, and evaluate the message. • Read for meaning: • Focus your mind • Summarize as you read • Make connections • Form mental pictures • Beware of jargon

17. Writing • People in marketing use writing for: • Marketing plans • Packaging • Advertisements

18. When writing… • Know your audience • Know your purpose • Know your subject • Writing style differs from industry to industry, therefore it is important to: • Use Language Effectively: translate your ideas and feelings into language that makes sense to reader. • Organize Your Thoughts: construct your message in 3 parts- an opening paragraph, persuasive body, and concluding paragraph.

19. Activity Time!!! • Using the “Business Letter Format” handout provided, you are to write a letter to a business. • In this letter, you are to write about an issue you are having, or to tell them about their excellent customer service. • This can be a real or imagined scenario.