Communication Skills
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1 The Communication Process Effective communication starts with the sender, who uses words or actions to send a message to the receiver. If the receiver understands the message the way the sender intended, effective communication has taken place. Feedback is an important part of effective communication. By clarifying understanding of the message by asking a question or repeating the information, you are ensuring the intended message has been communicated and interpreted effectively. Communication is the responsibility of the s and r How Do We Communicate? Working with a partner, discuss and list examples of the following types of communication: Verbal : Careers Program Page 1
2 Non-Verbal: Vocally / Tone: Using Technology: Do you prefer to communicate verbally or in writing? Why? How do you confirm that a message you send is interpreted correctly? What problems might you encounter when messages are passed on verbally? Careers Program Page 2
3 Non-Verbal Communication / Body Language Non-Verbal Communication examples: Body Language examples: Think about how your body language makes you readable. What message do you think you might be portraying right now? Careers Program Page 3
4 Symbols in Communication. Communication Skills The following are examples of symbols used internationally. Can you identify what each means? Try to sketch or list other symbols you know of that would be widely recognised. Why are symbols used, and why are they so effective? Careers Program Page 4
5 Effective Listening. In the workplace is important that you don t just hear, and that you listen. Listening effectively requires you to concentrate. It is a skill that can be developed and improved on with practice. Some methods of actively listening include: using attentive body language don t speak over someone or interrupt have an open mind accept differences, such as culture, languages, accents, speech, gender etc. Activity. In pairs, you are to take turns to tell each other what you did on the weekend. One person is to talk without interruption. The other actively listens. To check for effective communication, the listener will report back to the group what the speaker had to say. The speaker will indicate how accurate the listener s account was. How effectively did you listen? What body language did you use to indicate active listening? Why is actively listening in the workplace extremely important? Careers Program Page 5
6 Telephone Communication % of all first time inquiries to most businesses are via the phone. Tips for using the phone in the workplace. The following points are for good customer service. Attitude - smile when speaking on the phone as this will portray a positive attitude and customers can hear it. Be prepared have pen and paper ready to write messages. Know your purpose if answering the phone, know how to do this correctly. If making a business call, know how to do this professionally. Show interest ask relevant questions and actively listen Take accurate messages record callers full name, company / position, number and time / day of calling. Summarise the message and note the action to be taken. Clarify you have the message accurately by repeating it to the caller Forward message as soon as possible to appropriate recipient. Close call with thankyou and let them hang up first. Forbidden Phone Phrases I don t know I can t You will have to call Just a second Hang on I won t No Also: Smile always Avoid keeping people on hold Breathe normally Avoid eating, smoking or chewing gum on the phone Slow down. Careers Program Page 6
7 Activity. Role play a telephone conversation you might have in the workplace. Eg: You are working at the Service Desk of Big W and take a customer phone enquiry. You have to leave a message for the Garden manager, Terry, to call Mr Smith about some pots he had on order. After the role play, complete the telephone message template below. Careers Program Page 7
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