DCP Communication Irving ISD

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COMMUNICATIONPracticum in Irving ISD

www.gvtc.org/workethicsonline 2

Communication Effective listening Good organizational skills Good communications skills Being friendly


“We read, write, speak, listen, and think in

words. The words we know touch everything we do. Increase your

learning power by discovering new words.”

Select Agendas, 2004


CommunicationHas Work Ethics Changed?

Managers and employees complain that many workers no longer have the

work ethic of the past, especially younger workers who have been given

the label of the “me generation.”

Give work to someone only to be disappointed with their lack of

initiative and motivation, a situation experienced by a majority of business

people, both managers and employees.



Employee motivation is contrary to the obvious fact that people generally

want to be successful and perform work tasks to the satisfaction of their

employers.

The lack of motivation of others at work is an example of our own

behavior.



Employee motivation is contrary to the obvious fact that people generally

want to be successful and perform work tasks to the satisfaction of their employers. Supervisors describe the job as they want it to be performed and the workers describe the job as

they understand it should be performed. The description of the job

to be done varies from 25-50% percent between the supervisor and worker.


Communication A sender expresses an emotion or a feeling,

creates an idea, or senses the need to communicate

Process is triggered when the sender makes a conscious or an unconscious decision to share the message with another person—the receiver.


Communication Based on something that conveys meaning: the

message verbal (spoken or written) nonverbal (body language, physical appearance, or

vocal tone) context—or place and time—of the communication

makes a big impact on how it will be received


Communication Message sent and received through one of five

senses Seen Heard Touched Tasted Smelled


Communication Communication channels

Work setting seen through body movement, letters, memos, newsletters,

bulletin board notices, signs, emails, etc. heard come through conversations, interviews,

presentations, telephones, radios, and other audio media sight and sound are the two most frequently used in our

society

Receiver gives feedback (return message) unconsciously or consciously

Process is on-going


Communication Sender’s worst assumption … message

received as intended Assume that something will go wrong Take steps to prevent that occurrence

Barriers to good communications Always present Language itself can be a barrier—unclear wording,

slang, jargon, the tone Failure of the sender to realize that his or her body

language might contradict the spoken message Channel conveying message might be wrong Poor listening skills


CommunicationNon-Verbal People telegraph intentions and feelings

whether aware of it or not Unintentional senders Whatever goes on inside shows outside

Conveyed messages go far beyond words spoken Tone of voice Body language Comes particularly from the face, eyes, body,

clothing, gestures, and touch


CommunicationNon-Verbal Be careful to interpret signals correctly

Crossed arms might be expressing defiance, but might also just be feeling cold

Check out facial expressions and other nonverbal signs to determine correct reading

Facial expressions help judge feelings Depend on face as most trustworthy indicator of

emotions such as happiness, surprise, fear, anger, joy, sadness, disgust, contempt, interest, concern, and embarrassment


CommunicationNon-Verbal Look at face for insight into person’s character

(for example, an “open, honest face,” a “strong chin,” or “beady eyes”)

Moustache, beard, or long hair might suggest conformity or nonconformity, depending on time and context

Grooming of hair says much about person’s meticulousness

Narrowed lips or jutted-out chin might mean a person is angry or defiant


CommunicationNon-Verbal Eyes convey much meaning

eye contact—or lack of it—tells about confidence, friendliness, honesty, or desire to dominate

narrowed eyes suggest anger, irritation, or doubt pupils signify interest or disinterest pupils dilate when person is interested or excited …

grow smaller when person is bored or uninterested brow area and narrowing of eyes tell receiver much frowns, scowls, and raised eyebrows indicate

displeasure or intensity


CommunicationNon-Verbal Body is another rich source of nonverbal

confirmation or denial of our verbal message Draw conclusions about people before words

exchanged based on sex, posture, height, weight, and skin color People stereotype others by thinking that tall people

make good leaders, overweight people are jolly, and women are too emotional

Notice how senders of messages hold their bodies


CommunicationNon-Verbal Crossed arms a sign of defensiveness, defiance,

or withdrawal Hands on hips signal goal oriented or ready and

able to take something on Leaning back in chair with hands clasped behind

the head interpreted as sign of superiority, smugness, or authority

A slouched posture means humiliation, defeat, or submission


CommunicationNon-Verbal Using arms, bodies, and legs to block sign of

territorial feelings Turning shoulder or body slightly away sign of

rejection Appearance discloses pieces of information

Dressing immaculately … careful and detailed “Old-fashioned” dress … conservative opinions and

values Excessive jewelry … materialistic


CommunicationNon-Verbal Clothing during working hours tell what we do

for a living Blue-collar clothes designed to help or protect White-collar clothes are formal, little protection

Most common form of social physical contact—the handshake Indication of welcome, liking, acceptance, and

greeting Considered extremely rude not to accept an offered

hand


CommunicationNon-Verbal Method of shaking hands …

Bone-crushing grip seen as desire to dominate Limp grasp sign of insecurity or negative outlook on

life Mechanical pumping up and down in series of

convulsive jerks suggests mental rigidity, strong will, and inflexibility

Be very careful with touching others at work because of harassment issues


CommunicationNon-Verbal Nonverbal message readers …

Look at totality of cues rather than isolated ones (remember the crossed arms?)

Take context (time and place) of message into account

Compensate for own biases and prejudices


CommunicationOral Successful communicators

Full responsibility for success in process Take responsibility for ensuring what’s heard is

understood Recognize barriers to good communications exist

Speak in simple, grammatical, and understandable terms Give examples, ask for feedback, rephrase, and make it

easy to get true intent of communications


CommunicationListening Without proper listening, communication does

not occur Effective listening is …

Active participation in a conversation Helps speaker become understood

Must hear and not assume what is said


CommunicationListening Listeners …

Passive listener … Attentive Does not assist speaker

Active listener … Sit or stand alertly Maintain eye contact with speaker Concentrate on speaker’s words Make verbal responses Summarize parts for clarification

Difference in speed: speak vs. listen … time lag in conversations


CommunicationListening Good listeners …

Do not daydream during lag Use time to organize what is said and relate message Guards against distractions to message

Speaker’s mannerisms, accent, dress or grooming, language style, or delivery Distracting if not tuned out Avoid letting first impressions of speaker hinder ability

to hear message Don’t interrupt to interject own thoughts


CommunicationListening Pay attention to tone of words and nonverbal

cues Effective listening …

Concentrate so that competing external and internal distractions are eliminated

Probe and reflect by asking questions to seek clarification and greater understanding

Summarize (paraphrase) and feed back to speaker what’s been heard


CommunicationTelephone Skills Easier to be rude to someone not seen Negative ways lack of telephone etiquette

impacts work ethics Anger, irritation, and frustration can be suggested by

tone of voice Ignoring calls and messages suggests that

unconcerned about clients and customers Transfer callers without trying to address concerns

show a disinterest, apathetic attitude Speak on phone with a smile in voice


CommunicationTelephone Skills Voices should be clear and distinct Demonstrate a service attitude by offering

assistance Do not transfer calls blindly: make sure caller’s

problem will be resolved Be discreet when using the phone

Think through requests for information Give out information really needed by the caller


CommunicationTelephone Skills Caller asks for supervisor

NO: “Mr. Jones is playing golf this afternoon.” … unnecessary information

YES: “Mr. Jones will be in the office tomorrow morning. May I help you or have him return your call?”

Avoid slang in telephone conversations Say “certainly”, not “yeah” ; “goodbye”, not “bye-bye” YES: “I beg your pardon. Would you please repeat that?” if not

understood NO: “Huh?”


CommunicationTelephone Skills Taking telephone messages for others

Do not hurry; may miss necessary information Incomplete messages are frustrating Repeat message to caller to ensure accuracy

Callers placed on hold Ask permission first Offer to call back if unwilling to wait Irritates caller to be left on hold Apologize for having the caller wait when placed

on hold


CommunicationTelephone Skills Unhappy or angry customer

Be very careful Let caller vent (spill anger)

Ready to listen when finished Easier to solve problem

Express understanding/concern when appropriate Nasty/foul language

Warn caller to refrain or will hang up Do not have to listen, but warn caller


CommunicationTelephone Skills Summary

Treat callers as you would want to be treated Treat them as if they were standing in front of you You are the company; company’s sole ambassador

during that phone conversation


CommunicationE-mail Etiquette Rules of Etiquette: Things to Avoid

Profanity Use of slang or street jargon Any words or tone that can be misconstrued as

confrontational


CommunicationE-mail EtiquetteWhy do we need email etiquette? Professionalism: by using proper email

language company will convey a professional image

Efficiency: emails that get to the point are much more effective than poorly worded emails

Protection from liability: employee awareness of email risks will protect company from costly law suits


Be concise and to the pointBe concise and to the pointAnswer all questions, and pre-empt further Answer all questions, and pre-empt further

questionsquestionsUse proper spelling, grammar & punctuationUse proper spelling, grammar & punctuationMake it personalMake it personalUse templates for frequently used responsesUse templates for frequently used responsesAnswer swiftlyAnswer swiftlyDo not attach unnecessary filesDo not attach unnecessary filesUse proper structure & layoutUse proper structure & layoutDo not overuse the high priority optionDo not overuse the high priority optionDo not write in CAPITALSDo not write in CAPITALSDon't leave out the message threadDon't leave out the message threadAdd disclaimers to your emailsAdd disclaimers to your emailsRead the email before you send itRead the email before you send itDo not overuse Reply to AllDo not overuse Reply to AllMailings > use the bcc: field or do a mail Mailings > use the bcc: field or do a mail

mergemergeTake care with abbreviations and emoticonsTake care with abbreviations and emoticonsBe careful with formattingBe careful with formattingTake care with rich text and HTML messagesTake care with rich text and HTML messages

What are the email etiquette rules?Do not forward chain lettersDo not forward chain lettersDo not request delivery and read receiptsDo not request delivery and read receiptsDo not ask to recall a messageDo not ask to recall a messageDo not copy a message or attachment without Do not copy a message or attachment without

permissionpermissionDo not use email to discuss confidential Do not use email to discuss confidential

informationinformationUse a meaningful subjectUse a meaningful subjectUse active instead of passiveUse active instead of passiveAvoid using URGENT and IMPORTANTAvoid using URGENT and IMPORTANTAvoid long sentencesAvoid long sentencesDon't send or forward emails containing Don't send or forward emails containing

libelous, defamatory, offensive, racist or libelous, defamatory, offensive, racist or obscene remarksobscene remarks

Don't forward virus hoaxes and chain lettersDon't forward virus hoaxes and chain lettersKeep your language gender neutralKeep your language gender neutralDon't reply to spamDon't reply to spamUse cc: field sparinglyUse cc: field sparinglyBe concise and to the pointBe concise and to the pointDon’t make an e-mail longer than needs to beDon’t make an e-mail longer than needs to be


CommunicationBusiness EtiquetteWhat are the tips for properly handling of an incoming call?

Business phones should be answered with a Business phones should be answered with a phrase like, phrase like, ""Good morning, ABC Company, Carol Good morning, ABC Company, Carol speaking, may I help you?speaking, may I help you?"" In an office that answers In an office that answers a phone hundreds of times daily, this phrase a phone hundreds of times daily, this phrase may be too much to say. It can be shortened; may be too much to say. It can be shortened; but company name needs to be stated as soon but company name needs to be stated as soon as the phone is answered along with person's as the phone is answered along with person's name who answered the phone. This lets name who answered the phone. This lets caller know that they have reached the right caller know that they have reached the right business to whom they are speaking. business to whom they are speaking.



Answer all incoming calls in a timely manner. Answer all incoming calls in a timely manner. Never put a caller on hold; however, if you do, Never put a caller on hold; however, if you do, check back every minute or so and ask if they check back every minute or so and ask if they would like to continue to hold. would like to continue to hold. Speak clearly and slowly when answering a Speak clearly and slowly when answering a business phone. Do not slur or mumble words. business phone. Do not slur or mumble words. Speak with confidence so person on other Speak with confidence so person on other end has the feeling that you know what you end has the feeling that you know what you are doing. Remember your manners too. are doing. Remember your manners too.



Never be rude to a caller, no matter how nasty Never be rude to a caller, no matter how nasty they are. Remember to handle self in a they are. Remember to handle self in a professional, business-like manner, handling professional, business-like manner, handling situation in a calm, cool manner. situation in a calm, cool manner.


CommunicationBusiness EtiquetteWhat are the tips for properly handling of an outgoing call?

Speak clearly and slowly when making a Speak clearly and slowly when making a business call. Time may be money, but if other business call. Time may be money, but if other party cannot understand what is said, might as party cannot understand what is said, might as well have saved breath and not made the call at well have saved breath and not made the call at all.all.All customers expect to work with a professional All customers expect to work with a professional organization. First sign is how they are treated organization. First sign is how they are treated by the employees.by the employees.



When calling a business, proper etiquette is to When calling a business, proper etiquette is to give your name and the company's name you give your name and the company's name you work for to whomever answers the telephone. work for to whomever answers the telephone. Do not make them guess who it is or make them Do not make them guess who it is or make them pry it out of you.pry it out of you.



If you get a wrong number, apologize to the If you get a wrong number, apologize to the person who answers phone -- do not just hang person who answers phone -- do not just hang up. This is important since people have Caller up. This is important since people have Caller ID. All they have to do is to check their device to ID. All they have to do is to check their device to find out who just rudely hung up on them.find out who just rudely hung up on them.When leaving a phone message; always state When leaving a phone message; always state your name, company, phone number and reason your name, company, phone number and reason for calling. Do not stammer or stutter for calling. Do not stammer or stutter and use up an unreasonable amount of time. and use up an unreasonable amount of time.


Appearance: Educational NetiquetteOne of the major problems that I have encountered in administering web courses is that of email communication. It has become such an issue that I did a little research myself to find out what is wrong and what is right. Sending an email message to an instructor is not quite the same as the informal messages you send to your friends. Educational email should be slightly more professional. I know I personally take special care to show respect in my emails to students and have grown to expect the same thing from them. Don’t labor over your emails too long but please proofread and be certain you are conveying the content and emotion appropriate to the situation.

According to Kaitlin Sherwood at Webfoot.com, by 1998 about 30% of adults in the US and Canada used email. Because of its speed and broadcasting ability, email is different from paper-based communication. Email also tends to be more conversational. In a paper document it is essential to be clear and concise because your audience can’t ask about it. With email however, the recipient can ask questions immediately. Thus email may tend to be sloppier like a personal conversation. You need to be aware that the recipient will not have certain cues such as dress, diction, and dialect. You have to decide when to be sloppy and when to be professional. Email cannot convey emotions like face-to-face or telephone conversations. It lacks vocal inflection, gestures, and a shared environment. Your recipient may have difficulty deciding if you are serious or kidding, happy or sad, frustrated or excited. Sarcasm is particularly dangerous to use in email.

Another difference between email and other media is that what the sender sees may not be what the reader sees. Your vocal cords make sound waves that are perceived the same by everyone’s ears. However, with email the software and hardware you use for composing, sending, storing, downloading, and reading may be completely different from what your correspondent uses. The message’s visual qualities may be different by the time it reaches the recipient. So your email compositions should be different from both your paper compositions and your speech.

by Sharon Wilson


Appearance: Educational NetiquetteKnow when email should be informal or professional. When the message is of a professional nature you should use punctuation and capitalize the word “I” as you would in a letter.Write descriptive subject lines so people can prioritize mail. Do not use “chat” English in any of type of email.Be sure and identify yourself in each email. Don’t type in all caps. It is perceived as shouting. You don’t want to shout! Do not send flames (rude emails) in a professional setting. Do not send email when you are angry. Wait until you have calmed down. Consider carefully what you write. Proofread and realize what emotion you may evoke in the recipient. Don’t attach large files (50K or more) without getting permission from the recipient. When sending a web address be sure to include http:// in the address. Don’t use acronyms when sending professional emails. Read over your email before sending. Emails to professionals are not as informal as messages to friends. Use your spell-check. Your email may be devalued because of misspelled words. Be careful with punctuation. When you use several exclamation marks or questions marks it makes you appear angry. A basic rule for professional/educational netiquette is to treat the person at the other end of the message the same way you want to be treated. Just because you cannot see them is no excuse for rudeness.

by Sharon Wilson


Why are good communication skills important? Allows you to express your feelings or emotions

about a situation Allows you to get the appropriate feedback from

the listener To make sure that the message that you want to

send is received properly.


Non-Verbal Communication Received through your tone of voice Through your body language Through your eye contact, facial expression and Even through the way your dress


Oral Communications You must be a successful

communicator for your message to be received as intended

You should be grammatically correct when you speak

Try to have an extended vocabulary, reading can help you to develop one.


Listening Skills Be an active listener, participate in the

conversation that you are having. Give verbal responses to let the speaker know

that you are listening. Use eye contact and maybe gestures if they

apply to the situation. Let the speaker finish their own sentences


Telephone skills When placing a call, introduce yourself when

phone is answered. Speak clearly Use good grammar and an extended vocabulary Always be respectful to callers and answer the

person as clearly and accurately as possible Treat callers the way that you would want to be

treated.


Telephone Etiquette The person who answers the phone for a

company gives the customer his first impression of the company

The receptionist is the ambassador for the company

You must be a professional at all times


Telephone Etiquette Techniques Answer the phone AS SOON AS it rings Always remember that the person at the other

end is a human—talk to them as if they are standing in front of you You must rely on your voice (pleasant tone and

medium speed) and what you say Always answer the phone with a smile—this will

convey a smile in your voice Be natural


Telephone Etiquette Techniques Be attentive

If a caller is angry, do not interrupt Most angry callers are easier to handle once they have

vented Interrupting will only make the caller madder Do not hang up on the caller unless he is physically

threatening you Get your supervisor’s help if needed

Respond to what the caller wants (if possible)

Transfer caller to a person that can help him if you can’t


Telephone Etiquette Techniques Be discreet

Be helpful, but not specific Correct: “Mrs. Smith is unavailable at the moment; can I

take a message?” Incorrect: “Mrs. Smith is using the bathroom.”

Never give any personal information like addresses, work schedules, home telephone numbers to anyone!


Telephone Etiquette Techniques Avoid slang words Take messages carefully

Always repeat numbers Ask for the correct spelling of names

Ask questions tactfully—not bluntly Correct: “May I tell Mrs. Smith the purpose of the

call?” Incorrect: “Why are you calling?”


Telephone Etiquette Techniques Speak distinctly and clearly

Use words to identify letters when spelling out a name or something; enunciate numerals carefully

Do not chew gum or eat while on the phone Use correct posture Speak loud enough to be heard, but not loud enough

to bust an eardrum Avoid gender bias—do not assume that all executives

are men


COMMUNICATION: Self-Appraisal

www.gvtc.org/workethicsonline

The purpose of this survey is to determine your susceptibility to being a source of communication breakdown. Since no one but you will see the results of this questionnaire, answer the questions as honestly as possible. Respond not as you would like to be seen as a communicator but as you really are. Indicate how frequently you engage in the following behaviors when communicating with another person or persons. Use this scale to describe your behavior.

4 – I always do this. 3 – I often do this. 2 – I sometimes do this. 1 – I seldom do this. 0 – I never do this.

____ 1. When I have something to say, I am open and honest about my need to say it.____ 2. I communicate with an awareness that the words I choose may not mean the same thing to other people that

they do to me.____ 3. I recognize that the message I receive may not be the same one the other person intended to send.____ 4. Before I communicate, I ask myself questions about who my receiver is and how that will affect his or her

reception of my message.____ 5. As I communicate to someone, I keep a watchful eye and ear out for an indication that I am understood.____ 6. I make my messages as brief and to the point as possible.


COMMUNICATION: Self-Appraisal Part 2


____ 7. I consciously avoid the use of jargon with those who may not understand it.____ 8. I consciously avoid the use of slang words and colloquialisms with those who may be put off by them.____ 9. I try not to use red-flag words (words that might trigger an emotional response) that may upset or distract the

receiver of my message.____ 10. I recognize that how I say something is just as important as what I say.____ 11. I analyze my communication style to determine what nonverbal messages I send and how well they conform

to the meaning I desire to get across.____ 12. I carefully consider whether my message would be best understood by my receiver in a face-to-face meeting,

over the telephone, or in writing.____ 13. I form opinions about what others say to me based on what I hear them saying rather than what I think of

them as a person.____ 14. I make a genuine effort to listen to ideas with which I don't agree.____ 15. I look for ways to improve my listening skills. ____ TOTAL SCORETOTAL SCORE




Analyze Survey Results: Find your score on the following table.

Score Interpretations

50 – 60

Are you sure you were honest? If so, you are an extremely effective communicator who almost never contributes to misunderstanding.

40 – 49

You are an effective communicator who only infrequently causes communication breakdown. The goal of these exercises is to move everyone up to this level.

30 – 39

You are an above average communicator with occasional lapses. You cause some misunderstandings but less than your share.




Analyze Survey Results: Find your score on the following table.

Score Interpretations

20 – 29

Many people (at least those who are honest) fall into this category. While things could be worse, there is much room for improvement in your communication style. The goal of these exercises is to move you to a higher category.

10 – 19

You are a frequent source of communication problems. Enthusiastically tackle the rest of these exercises and consider their implications for you personally.

Less

Than 9

Your honesty is commendable, but it will take more than honesty to improve your communication effectiveness. Consider taking a communication course.


COMMUNICATION: Netiquette Questions


1. What is the difference between professional and personal email? 2. What is a flaming email? 3. What is the best thing to do if an email you read upsets you? 4. Why is it important to proofread your email? 5. What is a good rule to remember when sending email?


COMMUNICATIONPracticum in Irving ISD

DCP Communication Irving ISD

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Transcript of DCP Communication Irving ISD