Intro Communication Irving ISD
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This document discusses communication skills and etiquette. It covers both verbal and nonverbal communication. Some key points include: - Effective communication requires listening skills like maintaining eye contact, not interrupting, and being a respectful listener. - Nonverbal cues from body language, appearance, tone of voice, and other factors convey significant meaning. Facial expressions, posture, eye contact and other body language must be carefully interpreted in context. - Proper telephone, email, and oral communication etiquette is important for maintaining professionalism. This includes speaking clearly, being concise, avoiding slang or offensive language, and following etiquette conventions for each communication medium.
Intro Communication Irving ISD
- 2. www.gvtc.org/workethicsonline 2 SITE Term Effective listening Good organizational skills Good communications skills Being friendly Communication
- 3. 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.
- 4. 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.
- 5. 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
- 6. www.gvtc.org/workethicsonline 6 Communication Non-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
- 7. www.gvtc.org/workethicsonline 7 Communication Non-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
- 8. www.gvtc.org/workethicsonline 8 Communication Non-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
- 9. www.gvtc.org/workethicsonline 9 Communication Non-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
- 10. www.gvtc.org/workethicsonline 10 Communication Non-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
- 11. www.gvtc.org/workethicsonline 11 Communication Non-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
- 12. www.gvtc.org/workethicsonline 12 Communication Non-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
- 13. www.gvtc.org/workethicsonline 13 Communication Non-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
- 14. www.gvtc.org/workethicsonline 14 Communication Non-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
- 15. www.gvtc.org/workethicsonline 15 Communication Non-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
- 16. www.gvtc.org/workethicsonline 16 Communication Oral 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
- 17. www.gvtc.org/workethicsonline 17 Communication Listening 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
- 18. www.gvtc.org/workethicsonline 18 Communication Listening 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
- 19. www.gvtc.org/workethicsonline 19 Communication Listening 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
- 20. www.gvtc.org/workethicsonline 20 Communication Listening 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
- 21. www.gvtc.org/workethicsonline 21 Communication Telephone 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
- 22. www.gvtc.org/workethicsonline 22 Communication Telephone 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
- 23. www.gvtc.org/workethicsonline 23 Communication Telephone 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
- 24. www.gvtc.org/workethicsonline 24 Communication Telephone 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
- 25. www.gvtc.org/workethicsonline 25 Communication Telephone 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
- 26. www.gvtc.org/workethicsonline 26 Communication E-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
- 27. www.gvtc.org/workethicsonline 27 Communication E-mail Etiquette Why 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
- 28. 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
- 29. 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