Communication What is Communication?

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Communication

What is Communication?

the exchange of thoughts, ideas, feelings, information

, opinions

, and knowledge between two or more parties.

Characteristics of Communication

1. The communication

process happens between or among

two or more parties.

The sender and the

reciever

.2. Communication involves exchange of ideas, feelings, information, thoughts, or knowledge.3. Communication involves mutual understanding between Sender and Receiver.

Types of Communication

Verbal

Nonverbal

There are three major parts in human face to face communication which are body language, voice tonality, and words.

According to the research:

55%

of impact is determined by body language—postures, gestures, and eye contact,

38%

by the tone of voice, and

7% by the content or the words used in the communication process.

Verbal Communication

Oral Communication:

information

spoken by mouth; the use of speech.

Some

of the examples

of Oral Communication are: Face to face communication, Telephonic Communication, Public Address System (Speech), Informal rumor mill (Grape Vine), Audio & Visual Media(Radio, TV), Lectures, Conference-Interchange of views, Meetings, etc.

Verbal Etiquette

Rule #1

Properly address people

Rule #2

Make proper introductions

Rule #3

Properly use telephone etiquette

Rule #1 Properly Address People

Generally, it is appropriate to address those to which an

informal relationship

has been established by their first name.

In

formal relationships

, or when the relationship status is unknown, it is necessary to refer to the individual using the appropriate gender-specific title. When gender-specific titles are necessary, use Mister (Mr.) to address men, Misses (Mrs.) to address married women, and Miss (Ms.) to address women who are single or whose marital status is unknown.

Rule #1 Properly Address People

Following are more specific rules for addressing others in business settings:

Superiors:

Always address superiors with the appropriate gender-specific

title,

unless he/she gives express

permission to do otherwise. (Mr., Mrs. Ms.)Colleagues: It is generally accepted procedure to address colleagues by first name. Exceptions arise when the relationship is formal or unfamiliar. Clients and Customers

:

Most relationships with clients or customers are

formal

, dictating appropriate gender-specific titles. Occasionally, though, an amiable relationship has been established and would allow the use of first names.

Rule #2 Introductions

When introducing others:

The most important point about introductions is to always make them, even if you can't remember names.

Failing to do so causes embarrassment and

discomfort

.

Say both party’s names and titles (if necessary).Kevin, this is Sarah Thompson, CEO of Global Share.Mr. Moore this is Lisa Parker my colleague at GRE Systems. John, I would like you to meet my friend Kelly.

Rule #2 Introductions

When introducing yourself:

Say your name and your title (if necessary)

Extend your hand to shake theirs and

SMILE!

Ask, “What is your name?” If they do not automatically respond.

Say “Nice to meet you _________”Start conversation

Practice Introductions!

Turn to the person next to you and introduce yourself as if you have never met.

Remember

Say your name

Extend your hand to shake theirs, make eye contact and SMILE!

Ask, “What is your name?” If they do not automatically respond.

Say “Nice to meet you _________”Start conversation

Practice Introductions!

Now we are going to go out around the school and introduce ourselves to a teacher we have

NEVER

met!

The teacher will rate your introduction on scale of 1-10. You and your partner must meet different teachers.

You will have

15 minutes. Late = 0 pts.Do not bother any teachers who have a class. You may go to the main office, meet the nurse, guidance, secretaries, or teachers in planning. MAKE SURE YOU KNOCK! Say “Can I bother you for a second? I’d like to introduce myself. I am ___________. (Shake hand, Smile) What’s your name? Nice to meet you _____________” Then start a small conversation. Ask them what they teach or how long they have been a teacher at FHS, etc.

Rule #3 Telephone Etiquette

Greet

the caller and identify yourself when answering the phone with your first and last name.

Return phones calls within

24 hours

, and apologize if the call is late.

Identify yourself when you place a call. Say your name, the company, business or department you represent. Then state the nature of your call. (If you do not identify yourself, expect to be asked and do not take offense.)Keep and pen and paper handy.Only put a person on hold if you absolutely have to. Ask the caller for permission and be quick!

Be upbeat and

positive

.

Written Communication

Our writing is a reflection of ourselves.

Use correct grammar, spelling and punctuation. Proofread your writing!

Use the correct format for your writing.

Example: We use different formats when writing a business letter than we do when writing a memo

.

Business Letter

The most common format used is called

“Block” Format

.

Using this format, the entire letter is left justified and single spaced except for a double space between paragraphs.

Business Letter

The 7 main parts of a business letter:

1. Date

2. Return Address (sometimes on letterhead only)

3. Inside Address (recipients address)

4. Salutation (greeting)

Body ParagraphsComplimentary ClosingSignature

Business Memos

What is a memo?

Interoffice correspondence sent between employees in a company.

Less formal than business letters.

Today less memos are used. They have been replaced by emails.

Business Memos

Two Parts

Heading (To, From, Date, Subject)

Body

Email Etiquette

Use the

subject

line

Use a

greeting

just like a letterUse standard spelling, punctuation, and grammarWrite clear, short paragraphsBe friendly but be careful of using humor. It is hard to understand through writing.Use your email for work related communication only.Remember—an email is permanent!

Don’t hit “Reply All” unless you want to!

Practice Oral Communication

Think Speed Dating



You will have 1 minute to have a conversation with a person sitting across from you. Both parties must use oral communication continuously! (Take Turns! Don’t Stop Talking!!)

I will give you a topic to discuss in that minute. After one minute we will rotate seats and get a new topic.

Public Speaking

Who:

Who am I speaking to? Know the needs of your audience and

meet

those needs.

What:

What am I going to speak about? Make it relevant. Know your material thoroughly and be excited about it.Where: What is the best setting for this presentation? How should the room be arranged?

Public Speaking

When:

Put what you have to say in a logical sequence. Know when to pause for your audience to think. Know when you should conclude your presentation.

Why:

Give meaning to what you a saying. Add value or worth. Why should people listen to you?

How:

How can you best convey your message? Choose the best words to use. PRACTICE PRACTICE

PRACTICE

to avoid saying “um” and “ah” which would distract listeners from your presentation. Use notes but do not read right off of them!

Nonverbal Communication

Review

There are two types of Communication:

Verbal

Nonverbal

Verbal Communication includes:

Oral Communication

Written CommunicationToday we will look at Nonverbal Communication

Nonverbal Communication

Icebreaker



Play “Rock, Paper, Scissors” with facial expressions. “Happy, Sad, Mad”

Happy Sad Mad

Winner

Winner

Winner

Nonverbal Communication

What is it?

the process of communication through sending and receiving wordless messages

.

Types of Nonverbal Communication

Facial Expressions

Gestures

Paralinguistics

Body language and posture

Proxemics

Eye GazeHapticsAppearance

Facial Expressions

Convey the

emotional

state of the individual to the observer

Often

are involuntary actions but can be voluntaryPhotographs from the 1862 book Mécanisme de la Physionomie

Humaine

by Guillaume

Duchenne

. Through electric stimulation,

Duchenne

determined which muscles were responsible for different facial expressions

.

Gestures

Visible

bodily actions are used to communicate particular messages, either in place of speech all together and in

parallel

with spoken words.

Gestures include movement of the hands, face, or other parts of the body.

Examples: Waving, pointing, using fingers indicate number amounts.

Paralinguistics

Vocal communication that is

separate

from actual language.

Includes

tone

of voice, loudness, inflection, and pitch.Example: When said in a strong tone of voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone of voice might convey disapproval and a lack of interest.

Body Language and Posture

Body language may provide cues as to the

attitude

or state of mind of a person.

Hands on knees

: indicates readiness.

Hands on hips: indicates impatience.Lock your hands behind your back: indicates self-control.Locked hands behind head: states confidence.Sitting with a leg over the arm of the chair: suggests indifference.Legs and feet pointed in a particular direction

: the direction where more interest is felt

Crossed arms

: indicates that a person is putting up an unconscious

barrier

between themselves and others

Proxemics

the study of set measurable

distances

between people as they interact

The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including

social

norms, situational factors, personality characteristics, and level of familiarity.For example, the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet.

Eye Gaze

Includes

looking

, staring, and blinking.Looking at another person can indicate a range of emotions, including hostility,

interest

, and attraction.

Example: Making eye contact during a conversation.

Haptics

Communicating through

touch

Different types of haptic

communication are appropriate for different situations.

Touch can be used to communicate

positive emotions such as support, appreciation, and affection.

Appearance

Our choice of color, clothing, hairstyles, and other factors affecting appearance are also considered a means of nonverbal communication.

Colors can invoke different

moodsAppearance can also alter physiological reactions,

judgment,

and interpretations.

Interaction of Verbal and Nonverbal Communication

When communicating, nonverbal messages can interact with verbal messages in six ways:

Repeating

Conflicting

Complementing

Substituting

Regulating Accenting

Repeating

The use of

nonverbal

behavior to say what you are saying in words

Examples:

Pointing to the object of discussion with your finger

Nodding your head and saying “yes” at the same time.

Conflicting

When people are saying one thing yet their nonverbal behavior is telling us something completely

different.

Example: A friend says, “I am so sorry” while smiling

Complimenting

The use of nonverbal behaviors to

strengthen

what is being said with words.

Example:

A friend says “I am so sorry” and at the same time makes a sincerely sad face

Substituting

The use of nonverbal behaviors to say things

rather

than words

We often answer questions others ask by responding nonverbally rather than verbally

Example: Nodding your head to answer a question rather than saying “yes”

Regulating

Nonverbal behaviors that

control

the flow of the conversation, and tell us when it is our turn to talk, or when the other person is finished talking.

Example: while telling a story to a friend, one may pause to allow room for comments

Accenting

Emphasizing certain words in order to

clarify

what we mean.

Example: “NO!” or “No????”

Practice Nonverbal Communication

Without talking get in order by birthday month while standing on the line of tape.

You may not step off of the line while getting in order.

Practice Nonverbal Communication

Charades!

Two teams will compete against each other.

One team will choose someone to act out a phrase—and only that team can guess the phrase. There is a two minute time limit. (Example: Walking a dog)

The team with the most guessed phrases wins!

Barriers to Successful Communication

Effective listening