COMMUNICATING IN THE WORKPLACE-Events Management.pptx

COMMUNICATING IN THE WORKPLACE Events Management WHAT IS COMMUNICATION? ▪The activity of sending meaningful information INTRODUCTION TO COMMUNICATION ▪When you think of communication, what is the first thing that pops into your mind? ▪Talking, listening, writing? ▪For most people co...

COMMUNICATING IN THE WORKPLACE Events Management WHAT IS COMMUNICATION? ▪The activity of sending meaningful information INTRODUCTION TO COMMUNICATION ▪When you think of communication, what is the first thing that pops into your mind? ▪Talking, listening, writing? ▪For most people communication is just another word for talk. ▪If this is how you define it, then you definitely have communication WHAT IS COMMUNICATION? ▪Communication is: ▪ the two-way process of sending and receiving messages (instructions, information, ideas, thoughts, feelings, etc.) between two or more persons to create a common understanding. WHAT IS COMMUNICATION? ▪Communication is: ▪A Process – this means it is an ongoing activity, a series of actions that has neither beginning nor end. ▪An exchange /interaction between two or more persons CHANNELS OF COMMUNICATION ▪Communication uses a number of different channels including: ▪Face-to-face ▪E-mail ▪Telephone ▪Radio ▪Television ▪Within these channels communication can be verbal and non-verbal. COMMUNICATING EFFECTIVELY ▪To communicate effectively, the meaning of the message must be clearly understood by all parties. COMMUNICATING EFFECTIVELY ▪An effective communicator: ▪Better understands his/her work environment ▪ Works harmoniously with others ▪ Works effectively and efficiently ▪ Avoids accidents ▪ Avoids making mistakes ▪ Improves his/her productivity WHY DO WE COMMUNICATE? ▪People communicate for various reasons: ▪- To make contact with others ▪- To exchange information ▪- To influence others ▪- To resolve problems TYPES OF CUSTOMERS ▪You will have to communicate with different persons including internal and external customers ▪External Customers are persons outside of your organization who are the end-users of your product. ▪Internal customers on the other hand, are the people in your organization who need to use your services in the process of meeting the needs of the external customer. INTERNAL & EXTERNAL CLIENTS Internal Clients External Clients Fellow workers Customers Supervisors Suppliers Managers Designers Trainees Service Providers Janitorial staff Contractors Part-time staff Consultants Casual staff Sales representatives THE COMMUNICATION PROCESS The communication process should include the following components: ⮚Sender – This is the person who transmit the message ⮚Receiver – This is the person who receives the message that was sent by the sender ⮚Message – This refers to your thoughts, feelings, emotions, instructions etc. that is delivered ⮚Channel/ medium – This refers to the medium through which a message is transmitted to its intended audience. For example telephone, email etc. ⮚Feedback – This refers to the response that is given by the receiver. It helps the sender to know whether the message was understood. THE COMMUNICATION PROCESS  THE COMMUNICATION PROCESS ⚫ The type of communication is dependent on the channel, style or purpose. ⚫ There are two major types of communication channel. ⚫ These include verbal and nonverbal communication. BREAKDOWN IN THE COMMUNICATION PROCESS ▪When this happens the fault may lie in any one of several areas: ▪A breakdown at any one of the stages in the communication process ▪Routing disrupted by interference of some sort ▪Context and background of communication may have been misread ▪Conflict may have arisen as a result of a breakdown at any one of the stages MASTERING COMMUNICATION ▪Mastery of the following skills is the hallmark of an effective communicator; ensure that you spend the time required to develop these competencies. ▪Speaking ▪Listening ▪Questioning ▪Using and observing body language (non-verbal communication) EFFECTIVE COMMUNICATOR ▪The effective communicator is always courteous and polite. S/he avoids: ▪Interrupting ▪Contradicting ▪Irritating, unpleasant or discourteous speech mannerisms, gestures or posture ▪Fiddling with a pencil, doodling or indulging in other distractions EFFECTIVE COMMUNICATOR ▪The effective communicator is always courteous and polite. S/he avoids: ▪‘Showing off’ to impress others ▪Making someone look or feel ‘small’ ▪Being over assertive ▪Losing his/her temper ▪Being condescending ▪Showing boredom or impatience EFFECTIVE COMMUNICATOR ▪Listens because s/he understands that not listening to someone is discourteous ▪Pays keen attention, considering the implications of what is being requested or said. ▪Looks at the client and provides him/her with feedback to show understanding EFFECTIVE COMMUNICATOR ▪Speech is appropriate to the circumstances. He/she chooses his/her words and expressions carefully, because s/he considers that people have different personalities and backgrounds; that it is easy to offend and difficult to overcome its effect. ▪Body language matches spoken word ORGANIZATIONAL STANDARD & ▪ Make sure that you understand clearly POLICIES the company’s policies and procedures that relate to things such as: ▪Answering client support enquiries ▪Answering the telephone ▪Writing messages ▪Handling on-line enquiries ▪The company’s code of conduct ▪Service standards  Verbal Communication Verbal communication involves using oral or written form to communicate. Oral communication is the process of expressing information or ideas by word of mouth. Example: Face to face conversation or telephone conversation Written communication is the process of expressing information or ideas using written expression. Example: Email, facsimile, letters, memorandum etc. ⮚ Non-Verbal Communication THIS INVOLVES USING PARTS OF YOUR BODY, SIGNS OR SYMBOLS TO COMMUNICATE. SOME EXAMPLES OF NON-VERBAL COMMUNICATION INCLUDE: touc eye h contact Non- body movement & gestur Verbal posture es facial expression voic e NON-VERBAL COMMUNICATION ▪Non-verbal communication has several functions. It may: ▪Support or reinforce verbal messages – this clarifies the sender’s intention ▪Contradict/invalidate verbal messages – when the non-verbal cues send a different message from the words then the receiver tends not to trust what is being said NON-VERBAL COMMUNICATION ▪Non-verbal communication has several functions. It may: ▪Replace, or substitute for, verbal messages – using non-verbal messages may be more appropriate in some settings/environment as it may be impossible to send a verbal one. ▪Regulate verbal messages – non-verbal cues can temper or change the content of verbal messages. For example, a confused look on the face of the receiver NON-VERBAL COMMUNICATION ▪Non-verbal communication has several functions. It may: ▪Change the flow of the verbal messages – a speaker, in responding to a non- verbal cue, may decide to talk faster or slower  Barriers to Communication What are barriers to communication? Barriers are factors that block or distort the communication process. Some persons call communication barriers as noise to communication. any barriers to communication?  Barriers to Communication Impairments including visual, hearing, speech etc. Lack of Information Language Can you think of any other? Culture Conflict Bias and stereotype Distractions Fatigue Misinterpretation of cues Assumptions Poor listening skills Misconception LANGUAGE BARRIERS  a barrier to communication between people who are unable to speak a common language.  The difference in Language is the most obvious barrier to communication as two people speaking two different languages cannot communicate with each other. For example, an American goes to Egypt. He does not understand Arabic, and most people in Egypt do not understand English. Forms of Communication ▪Written communication is one of the most reliable channels of communication and is a very important part of a business communication process. ▪WRITTEN COMMUNICATION Written communication in an office may include: ▪Handwritten and printed materials (brochures, flyers, posters) ▪Electronic mail (e-mail) ▪Internal memos ▪Facsimiles ▪General correspondence ▪Telephone messages ▪Documented information 5 C’S OF EFFECTIVE COMMUNICATION 5reading ▪ C’S Write Clear: OF EFFECTIVE clearly so that the person it will not be confused and the COMMUNICATION meaning is unambiguous. Use short paragraphs, short sentences and simple language. ▪Concise: Use as few words as possible to convey your thoughts. Avoid repetition and omit unnecessary information. ▪Correct: Make sure you follow the rules and styles for business writing and that the structure and format for meeting the 5 C’S OF EFFECTIVE COMMUNICATION ▪ Courteous: This is polite and respectful writing. Write a letter to a customer in a business like yet friendly and courteous manner. ▪Complete: Make sure that all the relevant information is included in the correspondence and that no details are left out. ORAL COMMUNICATION ▪Good oral communication skills are critical because many workplace activities require you to speak. These include: ▪Client/colleague reception ▪Telephone conversations ▪Taking part in meetings ▪Handling inquiries ▪Handling client support needs ▪Clarifying information ▪Making presentations NON-VERBAL CUE & MEANING NON-VERBAL CUE & MEANING NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION BODY LANGUAGE ▪Body Language refers to messages sent using parts of the body, such as the hands (gestures), body (posture) and head (nodding, shaking and other head movements), eyes (eye contact) and face (facial expressions). ▪Body language can be either positive as in smiling and nodding or negative as in frowning with your arms folded. BODY LANGUAGE ▪As body language is interpreted at a subconscious level by the receiver it is necessary to be aware of the message you are giving your clients. Follow the following guidelines: ▪Maintain eye contact: When speaking with someone. ▪Use posture: Face the other person and lean towards him/her slightly to indicate you are interested in what he/she is saying. ▪Personal space: Observe a BODY LANGUAGE comfortable distance. On no account should you invade your client’s personal space as this can make him/her uncomfortable and non- receptive. ▪Use facial expressions: Show the person you are listening by looking interested. Watch your smile – different types of smiles send different non- verbal messages. ▪Use gestures: Nod occasionally to show that you understand. ACTIVE LISTENING ▪Listening is not a passive activity but one that requires active participation. ▪An active listener gives his/her full attention to the speaker and demonstrates to the speaker that he/she has understood.  ACTIVE LISTENING ▪There are 3 main types of questions and the combination of all 3 is needed for the communication to be effective. ▪Open Questions (how, why, where, when, what, who, which) ▪ Closed Questions (Do, Is, Can, Could, Will, Would, Shall, Should) ▪ Reflective Questions (used to indicate to the client that you have understood his/her message or to clarify the situation) ▪ Probing Questions (use information already established to drill below the surface to the heart of the matter ) ANSWER QUERIES & REFER ▪Inquiries - are requests for information. REQUEST ▪Inquiries may be oral or written. ▪Written inquires can be received as: ▪ Online enquiries ▪ E-mail –intranet and internet ▪ Facsimiles ▪ Memoranda ▪ Notes ▪ Letters ANSWER QUERIES & REFER ▪Oral communication may be either: REQUEST ▪Face to face ▪Over the telephone ▪The rule of thumb for handling requests and enquiries that are outside of your scope of responsibility or knowledge, is to direct them to the person who is responsible for that area or department so that the client has his/her queries answered in a short period of time. ▪However, be sure to advise the client that you will be referring him/her to someone more knowledgeable than you are.  RECORD & TRANSMIT MESSAGE/INFORMATION ▪Telephone message pad is ideal for recording messages and brief information that you have to pass on. ▪Pre-printed forms are available on the market. ▪Message software is also available which routes phone messages directly, or through an optional connection to the e- mail system. GUIDELINE FOR ▪Complete a new pageRECORDING of the message MESSAGES pad for each caller: ▪Record the name of the person to receive the message ▪Write down the date and time of the call ▪Find out the caller’s name (ask “May I ask who is calling?”) and ask him/her to spell the name if you are uncertain of the spelling ▪Complete a new page of the message pad for GUIDELINE each caller: FOR RECORDING MESSAGES ▪Caller’s telephone number ▪Reason for call ▪Take the message accurately ▪Sign the message, so the receiver will know who took the information on his/her behalf and from whom to seek clarification if necessary. ▪N.B. Determine the most appropriate means of INFORM CLIENTS OF THE PROCESS AND PROGRESS OF ACTION ▪This is done to keep the client abreast of what is happening. ▪Once a request is being handled stay in touch with the client to let/him or her know the progress of the action you are taking or that is being taken. ▪Informing the client can be as simple as a telephone call, an e-mail or a note. TAKE FOLLOW-UP ACTION ▪It is a very good idea to document every interaction with a client. This creates an audit trail for each client. ▪An important rule of client relations is to take follow-up action. If you promised to do something ensure that you do it and advise the client of the action that you have taken. ▪When follow-up action is taken you must ensure that it is consistent with the organization’s policy. CAUTION! REMEMBER, THE MESSAGE MUST BE RECEIVED AND SENT BACK TO ENSURE IT WAS PROPERLY UNDERSTOOD! THE END