COMMUNICATION @ WORK PLACE

Apitha Bhat

Learning Attributes

How n Why of Communication

HOW WELL DO I COMMUNICATE……...

SELFIE

The Chair

WHY DO I COMMUNICATE LIKE THIS………

STYLE

Communication Style

Assertive Communication Takes responsibility Takes initiative Listens actively Speaks up, is direct and constructive Shows sincerity Is solutions focused Assumes a confident voice and body

language Addresses concerns directly to the source Requests needs

Some Assertive Messages

“Yes, that was my mistake.”“As I understand your point…”“Let me explain why I disagree with that

point.”“Let’s define the issue and then explore

some options to help resolve it.”“Please hear me out and then work with

me to resolve my concern.”

It Isn’t Just What You Say, But How You Say It

Nonverbal Assertiveness

SWOT – WHERE DO I STAND????

Seeing a Different Angle

Video - Assumption

Assumption

Something taken for granted or accepted as true without proof

Assumption?

Presumption

My Job???

04/28/2317

Tear Me!!!

an idea that is taken to be true on the basis of probability

Presumption?

Perception

Illusions

the way in which something is understood, or interpreted

Perception?

One Leads to Another

The Envelope!!!

SWOT – WHERE DO I STAND????

How do you Perceive Other?

What are ACTIONS

Communication and Relationships

Communication Pie

Gestures – 55%

Non Verbal Cues (BEHAVIOR)

The First Seven Seconds Respecting time; yours and others Understanding the power of appearance The attitude you are projecting Losing people at 'hello' The handshake; what, why and how How prepared are you, really? Consistency

Tonality – 38%

Non Verbal Cues (BEHVAIOR)

Create Me!

What influences the Listener? Volume Rate Pauses Silence Ending of Sentences

Reinforce Tonality!!

Human Machines

ToneAccording to Mehrabian tone affects 35-

40% of message communicatedTone includes: VOLUME EMOTION or the Pitch EMPHASIS or the Stress

Analyze This!!! I told you to bring me a bunch of red roses not lilies. I told you to bring me a bunch of red roses not lilies. I told you to bring me a bunch of red roses not lilies. I told you to bring me a bunch of red roses not lilies. I told you to bring me a bunch of red roses not lilies. I told you to bring me a bunch of red roses not lilies. I told you to bring me a bunch of red roses not lilies.

What are these sentences expressing?

What would you like us to do now?

What would you like us to do now?

What would you like us to do now?

Improve Tonality Be positive Be inquisitive Talk to them and not AT THEM Understand Space Animate your voice Practice before expression if a difficult

conversation

Words 7%

Wonder of Words

Picture This!!

See, Explain n Do!

WORDS

Quiz

Strangler Vs Wrangler

Video

The power of Word

Words Influence!!

Listening Quotient

Count to win

Are you listening?

Listen to Respond

SWOT – WHERE DO I STAND????

Biz Writing

Medium – the influencer!!

Again the Communication Process!?!

Spoilt by Choices!

How to choose MEDIUM? When Is Email the Right Medium?

Matters of relatively low importance. It’s great for sharing information. It’s awful for important conversations.

When Is a Phone Call the Right Medium? You need to have a conversation. It’s for matters that

are more important than you would send through email.

When Is a Face-to-Face Meeting the Right Medium? When the conversation you need to have is really

important, you need a face-to-face meeting.

SWOT – WHERE DO I STAND????

MISS COMMUNICATION!!

Call from CEO to manager:

Today at 11 o’clock there will be a total eclipse of the sun. This is when the sun disappears behind the moon for two minutes. As this is something that cannot be seen every day, time will be allowed for employees to view the eclipse in the parking lot. Staff should meet in the lot at 10 to eleven when I will deliver a short speech introducing the eclipse and give some background information. Safety goggles will be made available at a small cost.

Memo From manager to department head:

Today at 10 to eleven, all staff should meet in the car park. This will be followed by a total eclipse of the sun which will appear for two minutes. For a moderate cost this will be made safe with goggles. The CEO will deliver a short speech beforehand to give us all some information. This is not something that can be seen every day.

Email From department head to floor manager:

The CEO will today deliver a short speech to make the sun disappear for two minutes in the form of an eclipse. This is something that cannot be seen every day, so staff will meet in the car park at 10 to eleven. This will be safe, if you pay a moderate cost.

Call From floor manager to supervisor:

10 or 11 staff are to go to the car park where the CEO will eclipse the sun for two minutes. This doesn’t happen every day. It will be safe and as usual it will cost you.

Announcement From supervisor to staff:

Some staff will go to the car park today to see the CEO disappear. It is a pity this doesn’t happen every day.

Effective Business Communication

Bloopers

Ouch Words!! Uninterested Chronic Ultimate Terrific Accept and Except Affect and Effect

Phrase them right!! Supposed to: Do not omit the d. Suppose

to is incorrect. Used to: Same as above. Do not write use

to. Toward: There is no s at the end of the

word. Anyway: Also has no ending s. Anyways is

nonstandard. Couldn't care less: Be sure to make it

negative. (Not I could care less.)

Email Etiquette

Etiquette – The Basics

Get to the point Plain text still rules Abbreviations Smilies

Smilies

:-) Smiley Face

;-) Wink

:-| Indifference

8-) Eye-glasses

:-D Surprise

:-0 Yell

Email Threads

Include previous message when replying or answering

Number your points if the email is complex – makes replying easier

Remove part of the thread as the email grows.

Don’t Don’t Type in UPPER CASE DON’T forget to check for spelling and

grammar DON’T forward email without permission DON’T “reply to all” unless you are

sending a response appropriate for group viewing

DON’T fill in the “TO” line until you’ve written and proofed/edited your message

Dos DO include a heading in the subject line

and make the subject line meaningful DO personalize your message to the

recipient DO account for tone DO look at your email address and

determine how it represents you DO include your name or a signature with

additional details and contact information

Examples of bad emailsRemember these emails are fake!

To: Group@massmails.comFrom: big@yahoo.com

Topic: Attn Marc

Subject:This is for marc only and if you are not

him delete.

Marc the ballgame the other day was just sweet , I know we are the best team.

Marc you are the coolest!!!!!

Tim

To: Members@thelist.comFrom: billy@hotmail.com

Topic: Officers Meeting (officers only)

Subject:I was emailing you to tell you that we

will have a meeting this Thursday at MacDonald's.

We will be going over the months community service projects.

See you there

BobPresident

Reasons why both were bad!

1st Email The first email was just

plain rude and stupid It is rude to fill up other

peoples emails with personal stuff that you could take the time to find marc’s email and email him directly.

Also what if there were people from other teams reading that email.

Personal emails are meant for personal addresses!

2nd Email This email might seem to be

ok but really it is not. The non officers might over

look the topic read the email and show up at the meeting

Only to waste their time and GAS!!!!!

If you want to email the officers make a separate list serve or put the emails in, do not email the club list serve.

Examples of good emailsRemember these emails are fake!

To: Group@massmail.comFrom: Songsinger@email.com

Topic: problems at the club office

Subject: This week the construction going on

around the office has been sort of destructive.

The power has been cut at the office and there is no power.

If you were planning on going by the office to work on project please try next week

Jan

To: Tech@ga4h.orgFrom: Robbie@robsworld.com

Topic: The web page assignments

Subject:As you all know the deadline for

turning in you pages you are designing is March 24th

Please have these completed by this time and up on FTP.

Hope everyone gets these done ASAP

Robbie

Reasons why both are good! 1st Email This email is

informative for all the members

It also is meant for everyone!

It in no way makes any personal remarks

It is ok if you want to add jokes or comments that the whole group understands.

2nd Email This email is a perfect

example of a deadline or meeting time email!

It was not sent for just the select few but for the entire club

Make sure if you email at anytime you make sure the email is similar to these formats.

If not, thinks about emailing it before you fill up others inboxes!

Tips to better your EMAIL Be informal, not sloppy Keep messages brief and to the point Use the blind copy and courtesy copy

appropriately Don't use e-mail as an excuse to avoid

personal contact When there is more than one recipient list

them alphabetically Respond to emails within the day they are

sent

SWOT – WHERE DO I STAND????

MY Individual Development Plan I need to improvise the following:

QUESTIONS?Thank You