Communication Skill.ppt

CHAPTER
19
Communication
Skills

Objectives
After studying this chapter you will be able to
 explain the importance of feedback in the
communication process.
 list helpful tips for public speaking.
 demonstrate how to make and receive business
telephone calls.
 write a business letter.
 identify several forms of nonverbal
communication.

Words to Know
 communicate
 feedback
 verbal
communication
 multitasking
 nonverbal
communication
 body language

Methods of
Communication
 During communication, two things occur:
a message is sent and one is received.

Methods of
Communication
 Communicate – To share ideas,
feelings, or information, both verbally and
nonverbally.
 Messages are sent in ways such as
 speaking, writing, drawing, touching, singing,
using body language or sign language, and
sending signals
 Messages are received in ways such as
 listening, reading, seeing, and feeling

Listening
 Listening is the most
common method of
receiving messages.
 Listening is a focused
form of hearing.
 Often communication
fails because people
are poor listeners.

Listening
 People become poor listeners when they
 stop concentrating.
 become upset at certain words or phrases.
 pay more attention to the speaker’s
appearance than the message.
 disagree with the speaker and start building
an argument.
 try to “catch” every detail or write everything
down.

In Your Opinion
 When listening to a speaker for the first
time, how can you distinguish details
from the key points?
 Would you recommend taking notes
during the speech?

Listening
 Good listening skills include:
 paying close attention to what the speaker
says
 avoiding the distraction of outside noises
 keeping an open mind
 remaining silent while trying to listen
 concentrating on the main points
 asking questions as needed

Feedback
 Feedback – The return of information to
a sender by a receiver trying to
understand the message.
Feedback Pattern
Sender Receiver
Message
Feedback

Feedback
 Good listeners provide feedback by
restating messages in their own words.
 Without feedback, both sender and
receiver might believe they understand
the same message, but actually have
different meanings in mind.
 With no feedback, both parties assume
only one message exists.

Speaking
 Speaking is the
most widely used
form of
communication.
 Verbal
communication –
Communication
involving the use
of words.

Improving Your Speech
 Your speech affects the impressions
people form about you.
 Always speak clearly and in a normal tone.
 Practice good grammar at all times.
 Think about what you will say.
 Avoid using slang.
 Try not to drop the endings of words.

Public Speaking
 Public speaking is the act of making
speeches in public before an audience.
 Speaking in front of a group is expected
at work.
 An outline keeps a speech on track.
 The introduction announces your topic.
 The discussion develops the main idea.
 The closing summarizes the key points.

Think About It
 Identify school activities that will allow
you to practice public speaking.

Multitasking
 Multitasking – Doing more than one job
at a time.
 One example is a fast-food worker who
takes a customer’s order, collects the
money, makes change, and delivers the
order– often while taking the next
customer’s order.
 Multitasking requires good speaking and
listening skills.

Using the Telephone
 In telephone
conversations, words
and voice tone are
important since
neither person can
see the other’s facial
expressions.

Receiving Calls
 Speak clearly when answering the
phone at work.
 Make the caller feel comfortable.
 Talk directly into the phone using a
pleasant tone, but never shouting.
 Be courteous, polite, and patient.
 Be sure to accurately give and get all
information.

Taking a Message
 Carefully record the
 caller’s name, phone
number, and extension
 name of his or her
company
 reason for the call
 time and date the call
was received

Types of Calls
 When making calls for the company, you
need to be prepared and organized.
 Remind yourself of the call’s purpose:
 to give information?
 to get information?
 to place an order?
 Have the necessary information in front
of you and keep the call brief.

Orders
 When placing orders for your employer,
tell the listener who you represent and
why you are calling.
 Speak clearly and slowly to allow the
person to record your order accurately.
 Give the person a chance to ask
questions and repeat information.

Emergency Calls
 Learn what guidelines the company
expects you to follow.
 Know where emergency telephone
numbers are posted.
 When reporting an accident
 remain calm and describe it clearly.
 give your company’s address.
 follow directions exactly.

Writing Business Letters
 Business letters have
seven key parts:
 return address
 date
 inside address
 salutation
 body
 complimentary close
 signature/typed name
Return
address
Date
Inside
address
Salutation
Body
Complimentary close
Signature and
typed name

Writing Business Letters
 Outline your ideas first.
 Emphasize the following in these letters:
 For events, list them in scheduled order.
 For ideas, cover more important topics first.
 For a thank you, describe the reason for your
appreciation.
 To make a request, explain what you need
and when.
 To answer a request, thank the person for
writing and respond appropriately.

Nonverbal
Communication
 Nonverbal communication – The
sending and receiving of messages
without the use of words.
 Examples include:
 flags
 lights
 whistles
 drawings
 music
 body movements
 facial expressions
 gestures

Body Language
 Body language –
A form of nonverbal
communication in
which a person
“speaks” with the
use of body
movements, facial
expressions, and
hand gestures.

Body Language
on the Job
 Body language tells others about you, so
use it to make a good impression.
 Slouching and staring into space can
signal laziness and disinterest.
 A handshake and a smile signal
friendliness in the workplace.
 Make sure your body language matches
your spoken communication.

Communication Tools
 Each form of communication requires a
tool to allow communication to occur.
 Tools for nonverbal communication
include drums, smoke signals, flags,
lights, whistles, and the human body.
 Tools for verbal communication include
pens, paper, phones, computers, faxes,
and other business machines.

Did You Know?
 Today’s information age began with the
telegraph, the first communication tool to
convert information to electrical form and
reliably transmit it over long distances.

Think About It
 Explain how feedback affects good
communication.
 List several skills for good listening and
effective speaking.
 Describe how to make and receive
phone calls in a businesslike manner.
 Describe how to write a business letter.
 Explain the importance of body
language to clear communications.

Chapter 19:
In the Know
 Feedback is needed for communication
accuracy.
 Listening is more than hearing.
 In the workplace, communications should be
polite, accurate, thorough, and businesslike.
 You must know how to make emergency calls.
 People send wordless messages about
themselves through body language.

Chapter 19:
Think More About It
 What can you do to improve your listening,
speaking, and public speaking skills?
 Are your written communications excellent,
or is there room for improvement?
 Could you handle a phone call in case of an
emergency?
 How well does your body language enhance
your spoken messages?

Communication Skill.ppt

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Communication Skill.ppt