Work place Communication.pptx

7/27/2019 Work place Communication.pptx

1/45

Tips for Communicating Effectively

With Your Boss

1) Before you speak to your boss, write down all the topics you want to discussand what you hope to communicate.

2) Make sure youre clear about what you want or need from your boss.

3) In private, rehearse what you want to say to your boss.

4) When speaking to your boss, use qualifying words, such as perhaps andmaybe, rather than absolute words, such as always, every, all the time and

never. Speaking in absolutes can raise a persons defenses and cause resistance. 5) Make I statements, such as I need guidance, instead of you statements,

such as You havent given me guidance.

6) Avoid going to your boss when youre emotional. Give yourself a cooling-offperiod to collect your thoughts and composure.

7) If at all possible, talk to your boss before issues become heated and you

become emotionally involved. 8) Be an active listener. Learn to really listen and understand what your boss

says. If you missed or werent clear about a point, ask your boss to repeat orclarify it.


2/45

Tips for Communicating Effectively

With Your Boss

9) Try to repeat and rephrase the points your boss makes during aconversation to show that youre listening and understanding himor her.

10) Practice good body language. Look at your boss, lean into theconversation and avoid fidgeting.

11) Be assertive, not aggressive. 12) Keep an open mind and be open to compromise.

13) Avoid gossiping or spreading rumors to your boss.

14) Have a positive attitude.

15) Be sure to give your boss praise and recognition when its due.

16) Communicate regularly with your boss to develop and maintaina comfortable relationship.


3/45

You Will Need

Timing

A good attitude Listening skills


4/45

STEP 1

Talk early

Schedule chats with your boss between 9 a.m. and 11 a.m. Research shows thats when employers are most open torequests and suggestionsplus theyre just plain friendlier in the morning.

STEP 2

Choose your seat

Seeing the boss? If its a woman, sit directly across from her. If its a man, subtly park your chair at a right angle. Studiesshow women feel more comfortable face to face, while men are more relaxed at a 90-degree angle.

STEP 3

Dont make excuses Never make excuseseven if youre in the right. Evading responsibility is employers number one pet peeve, according to

surveys. If youre criticized, just say, 'It wont happen again,' and let it go.

STEP 4

Dont mumble

Dont mumble. It makes you seem indecisive and will just plain annoy the boss if she has to strain to understand you.

If youre in the habit of saying 'um'break it! It makes you appear both insecure and stupidnot traits your boss wants tosee in an employee.

STEP 5

Be positive Be positiveeven when you have a beef with the boss. If you approach your employer with a 'heres how we can improve

this' attitude, rather than from a whiney, 'this isnt working' standpoint, youll win major points.

STEP 6

Listen

Talking less and listening more is the best thing you can do to impress the boss. And, hey, you just might learn something.


5/45

How to Communicate With Your Boss

Communicating with your boss doesn't have tobe stressful or daunting. First, thoroughlyunderstand the topic you want to discuss, andplan your approach so you don't waste your boss'

time. Learn about his communicationpreferences, and match your communicationapproach based on the subject matter. If youwant a performance review, that generally occurs

in a face-to-face meeting while a weekly projectupdate or sales-figures report can be sent in anemail.


6/45


Step 1Find out your supervisor's preferred method ofcommunication. Learn this through observation, talking tohis administrative assistant, or asking co-workers who haveworked with him. For bosses who prefer one-on-onemeetings, schedule an appointment to meet with him inperson. If your boss prefers email communications, writedown your points and send them electronically.

Step 2Organize your thoughts on paper before you contactyour boss. Know what you want to say and achieve in yourmessage. For example, provide her with a project update,ask for her assistance with resolving a problem, or ask herfor a performance evaluation. Rehearse or rewrite whatyou want to communicate to your boss until you canpresent it in a respectful and concise manner.


7/45


Step 3Schedule an appointment with your boss if he prefers in-person meetings.Ask him or his administrative assistant about a convenient time to meet, andrequest a block of time appropriate enough to discuss your topic. Keep your toneand format professional and respectful if you request the meeting through email.Give him time to receive and look over your message before contacting him.

Step 4Show up on time and dressed in appropriate business attire. Greet your boss

respectfully. Get to the point promptly, and be direct. Step 5Use "I" statements to avoid the appearance of blaming others for a

situation. Instead of saying "You don't seem to like my work," say "I am concernedI am not meeting your expectations" or ask "How can I improve my performanceto meet your expectations?" This phrasing method shows you're open tosuggestions, take responsibility for your own performance, and want to improve.

Step 6Listen to what your boss says. Take notes to ensure you don't forget

important points and to demonstrate to him that you're taking what he saysseriously. Avoid defensive or emotional responses. Remain calm and respectfulwhether speaking directly to him or writing an email response.


8/45


Tips

If you have a trusted colleague or mentor in theorganization, ask for their input on the contentand style of your proposed communication. Thiscan be particularly useful if she's been successfulin her communications with the boss over time.

Even if you don't have a pressing issue to discuss,keep the lines of communication with your boss

open. That way if something significant doescome up in the future, you'll already have anestablished pattern of communication.


9/45

Five ways to effectively communicate

with your boss First of all, open lines of communication are essentialto any successful business.

Think of communication as water in a pipe line, if not water is flowing there isbound to be a buildup. This buildup will eventually burst causing severe damage.Let that water flow! It may sound easier said than done, however keep in mind thefollowing tips and you should be smooth sailing.

Be Professional.Even if your boss is a close friend, remember that you are in anoffice and certain rules apply. Professionalism is a must! Your boss is your boss fora reason. Regardless if you like it or not, being polite and polished is always a goodidea. Even if the topic of conversation is not work related, such as weekend plans,the same rule of courtesy should apply. Present yourself in a thought out, politemanner regardless of the situation.

Be Honest. We all know that time is money. When talking to your boss, make sureto keep that phrase in mind. Make the conversation to the point and concise.Embellishing, sugar coating and rambling are all in direct opposition to using yourtime wisely. When you talk to your boss, be honest, be direct and straight forward.Cut to the chase! Addressing issues head on will allow both you and your boss todiscuss the issue, find a course of action and proceed easily and in a time effectivemanner.


10/45

Five ways to effectively communicate

with your boss Take a Step Back.Remember in 1st grade when Sam pinched you and you

chased after him so that you could pinch him back? Lets take a lessonfrom the playground, instant retaliation, or perceived gratification, is notalways the best step. Take a moment to step back. What really is the issuehere? Do I really need to take this to my boss, or can I resolve the problemon my own. Are there others that I could talk to in order to figure out the

situation? Take some time to consider what you are bringing to your bossand ask yourself whether or not the course of action you have chosen isthe right one.

Find Your Inner Gumby.When you think Gumby, what do you thinkabout? Flexibility right?! Finding your inner Gumby means being flexible.Understand that your boss is busy and you cant always have the

conversation you want to have exactly when you want to have it. In fact,some things may never reach your boss. This idea falls in line with themantra, pick your battles. Work with your boss. He or she will appreciateyour patience and flexibility, and, in turn, will respect you more for it.


11/45

Communicating Effectively With All

Colleagues, Even Difficult Ones

Let people know who you are.

Be present and accessible.

Be intentional and flexible. Keeping the I out of TEAM.

Use electronic communications

appropriately. Always consider technology etiquette.


12/45

Communicating Effectively With All

Colleagues, Even Difficult Ones Use technology to streamline collaborative workflow.

Be prompt and professional.

Use your personal communication skills all the time.

However, personal communication should not be sacrificed when busy. Thebasic guidelines for effective communication should be followed in meetingswith teachers, whether formal or informal. As school psychologists, it is likelythat we are better communicators/listeners with our students than with ourcolleagues. Use those same skills in meetings. Give your undivided attentionto the speaker. Orient your body toward the person. Look directly at him/herand do not text or e-mail when you should be listening. Let the speaker finishbefore you begin to talk. Ask clarifying questions. Finally, at the end of eachmeeting, if you are the leader, take the last minute to review who will beresponsible for follow-up tasks.

Build and earn trust. In order to have effective communication, individualsmust trust and respect the school psychologist. One of the ways to buildtrust with coworkers is to act consistently and with integrity.

H C i Eff i l


13/45

How to Communicate Effectively at

Work

Be crisp, clear and concise.

Edit yourself, include specifics and keep yourspeech short.

Hit the headline first. Make the most important point at the beginning.

Make it about them.

Pay attention to your listener and her concerns. Ifyour colleague cares most about return oninvestment, speak to that point.

H C i Eff i l


14/45


Work

Attitude is important.

Stand up straight, look the other person in the eye andput away all gadgets.

Ask open-ended questions. Draw out the other person out with questions like,

"Could you clarify your point?"

If you can't say something nice, don't say anything.

Don't trash-talk colleagues behind their backs. Itidentifies you as a gossip and as someone who can't betrusted.

H C i Eff i l


15/45


Work

No bull.

If you have a negative message to impart, don't beataround the bush. Just say it.

Deliver bad news in person. As tempting as it is to convey a difficult message

electronically, it's always better to say it face to face.

Don't be a naysayer.

If you disagree with your colleague's or boss' message,don't say so. Try to frame your disagreement as aquestion instead.


16/45

Downward Communication

Downward communication involves managerscommunicating to their subordinates.

Effectivedownward communicationis crucial toan organization's success.

Creating concise communications and maintaining arespectful tone may help ensure effectivenessofdownward communication; making sure thatthe subordinateclearly understands the information isalso crucial.

One potential pitfall in utilizing downwardcommunication is the possibility for messagedistortion.
https://www.boundless.com/definition/effective/https://www.boundless.com/definition/organization/https://www.boundless.com/definition/organization/https://www.boundless.com/definition/communication/https://www.boundless.com/definition/organization/https://www.boundless.com/definition/effectiveness/https://www.boundless.com/definition/effectiveness/https://www.boundless.com/definition/subordinate/https://www.boundless.com/definition/subordinate/https://www.boundless.com/definition/subordinate/https://www.boundless.com/definition/effectiveness/https://www.boundless.com/definition/organization/https://www.boundless.com/definition/communication/https://www.boundless.com/definition/effective/


17/45


Effective downward communication is crucial to an organization'ssuccess. Creating and communicating a visionthat employeesidentify with and clearly communicating the path to realizing thatvision increases the chances that an organization will be productiveand efficient. Employees are generally more motivated when theyknow that leadershipis serious about this vision and will followthrough on execution.

In a workplace environment, directivesgiven from superiors tosubordinates is the most basic form of downward communication.This is usually done via manuals andhandbooks, oralcommunication, and/or written communication,

electronic or otherwise. Other examples of downwardcommunication include when a customer gives orders to a supplierand when a board of directorsinstructs management to takespecific action.
https://www.boundless.com/definition/vision/https://www.boundless.com/definition/vision/https://www.boundless.com/definition/efficient/https://www.boundless.com/definition/leadership/https://www.boundless.com/definition/environment/https://www.boundless.com/definition/directive/https://www.boundless.com/definition/oral/https://www.boundless.com/definition/board-of-directors/https://www.boundless.com/definition/board-of-directors/https://www.boundless.com/definition/board-of-directors/https://www.boundless.com/definition/oral/https://www.boundless.com/definition/directive/https://www.boundless.com/definition/environment/https://www.boundless.com/definition/leadership/https://www.boundless.com/definition/efficient/https://www.boundless.com/definition/vision/


18/45


In a study conducted by John Anderson and DaleLevel, the following were cited asbenefitsofeffective downward communication:

Better coordination

Improved individual performancethroughthe developmentof intelligent participation

Improved morale

Improved consumer relations

Improved industrial relations
https://www.boundless.com/definition/benefits/https://www.boundless.com/definition/performance/https://www.boundless.com/definition/development/https://www.boundless.com/definition/development/https://www.boundless.com/definition/performance/https://www.boundless.com/definition/benefits/


19/45


However, ensuring that downward communication iseffective is not necessarily an easy task. Creating concisecommunications and maintaining a respectful tone mayhelp ensure effectiveness; making sure that thesubordinate clearly understands the information is also

crucial. Managersmay also give recognition for strongperformance as a way to maintain motivationamongsubordinates, thereby increasing the effectiveness ofdownward communication.

One potential pitfall in utilizing downward communication

is the possibility for message distortion. If managementdoes not take care to ensure that the message is clearly andaccurately represented, there is opportunityformisunderstandings and the spread of mis-information.
https://www.boundless.com/definition/manager/https://www.boundless.com/definition/manager/https://www.boundless.com/definition/motivation/https://www.boundless.com/definition/motivation/https://www.boundless.com/definition/opportunity/https://www.boundless.com/definition/opportunity/https://www.boundless.com/definition/opportunity/https://www.boundless.com/definition/motivation/https://www.boundless.com/definition/manager/


20/45

Effective Workplace Communication

Skills

Communicating Effectively: The Manager

1. Consider the Situation Before Taking Any ActionOur emotions tempt us to make quick decisions basedupon superficial evidence which may not reflect the

true nature of the problem. The manager assumed thatthe poor appearance of the store was due to theemployees lack of effort or attention.

2. Gather and Confirm Information Before Making aDecision

We have a tendency to confuse symptoms withdisease, and consequently treat the symptom ratherthan the underlying illness.


21/45


Skills Communicating Effectively: The Manager

3. Focus on Problems, Not Personalities Whenever dealingwith any issue that might have emotional content, the 24-Hour Rule should be in effect: Dont send any email,message, letter, memo, or report to others until youve hada day to reflect upon its content and are sure itcommunicates the facts and the tone you wish.

4. Manage Individuals, Not Groups Group communicationsare perfect for providing general information, education,and praise; however, they should not be used for individualdirection or criticism. Remember, praise in public andcriticize in private.


22/45


Skills Communicating Effectively: The Manager

5. Meet Subordinates Face-to-Face The meaning and intent of written words without the contextof a physical presence is often misunderstood, and can lead to confusion and conflict. There is nosubstitute for looking someone in the eye and seeing their reaction to your conversation to clarifycontent and assure comprehension and agreement.

Managers often hide behind memos and notes as if their subordinates were robots to be movedinto place and programmed. However, successful leaders seek personable commitment and buildbridges of trust, mutual respect, and shared experience. Be physically available and walk the

walk, and let your people know you are with them through the good and the bad. 6. Assign Tasks Directly and Clearly People work best when they know what is expected of them.

Good managers identify the goals and measures in simple, understandable terms, assignresponsibility unequivocally, and confirm that the information is understood by those to whom it isdirected. Good managers follow up and give corrective input to ensure that each of hissubordinates is on the same page and working toward the same objective.

Managers should always remember that no employee takes a job with the expectation that he orshe will be overlooked, ignored, or insignificant at work. Employees want to be liked and respected

by their peers and proud of their employer. Managements challenge is to maintain and furtherdevelop this employee enthusiasm and commitment, even during times of stress.

Mistakes are part of growing, and falling short and correcting the course are regular occurrences inbusiness and in life. Dealing with subordinates the way you would wish to be dealt with in a similarsituation is the best course any manager can take.


23/45


Skills Communicating Effectively: The Employee

1. Never Personalize Criticism Whether youre giving or receivingcriticism, it should be based upon observed actions and results, not intent.It is impossible to know the motivations behind any activity, only thephysical actions and outcome of the activity. As a consequence, criticismshould be given and accepted unemotionally, considered for its validity

and pertinence, and implemented when action is justified. In other words, dont be too sensitive or defensive when you receive

feedback. Consider the information received as intended to get a differentresult, not a personal attack.

2. Understand the Situation In this case, the precipitating cause for thecriticism was the physical condition and appearance of the store. At other

times, constructive criticism is part of a regular employee performancereview, designed to give both parties feedback. Use both opportunities tobuild your relationship and get information. Use a review as anopportunity to receive and give intelligence that might otherwise bemissed.
http://www.moneycrashers.com/employee-job-performance-review-questions-ask/http://www.moneycrashers.com/employee-job-performance-review-questions-ask/http://www.moneycrashers.com/employee-job-performance-review-questions-ask/http://www.moneycrashers.com/employee-job-performance-review-questions-ask/http://www.moneycrashers.com/employee-job-performance-review-questions-ask/http://www.moneycrashers.com/employee-job-performance-review-questions-ask/


24/45


Skills Communicating Effectively: The Employee

3. Be UnderstandingWhenever you receive what you consider to be an unjustified personal attack orcriticism, recognize the source and their circumstances before jumping to aconclusion. Unfortunately, people have bad days, and they often respond byassailing others for little or no reason. When heads are cooler and pressures areless, contact the assailant to learn more about the problem and how you can bepart of the solution. You may discover that the stimulus for the assault was anoverreaction on the senders part or had nothing to do with you or your work .

4. Learn From Your MistakesWhatever the stage of your career, you can and should continue to learn. Overyour working life, youll work for and with superiors of varying capabilities andtalents. Some you will remember because of their great leadership, while othersyoull remember because they were such poor managers. Even the latter can teach

you something. In this case, my friend learned how he felt when unjustly accused of poor

performance. Hopefully, he will remember his feelings before he makes the samemistakes with the people who report to him currently or in the future. Sometimes,the bad examples are more effective than the good.


25/45

Communicating Effectively with

Upper Management Relate to the top brass on their terms and present your ideas

as solutions to problems they face.Relating to uppermanagement boils down to one critical skill:analyzing issues from their perspective, not yours.

Use empathy todeepen your understanding of the bosses' outlook. Step into their shoes. Askyourself what aspects of your operation management cares about most. What do they like tomeasure? What pressures do they face? How do they define success?

Communicating with seniorexecutives requires rigorous preparation. Before you propose ideas,you must anticipate their questions, concerns and objections-and know what to say to address

them. You'll need to collect data, analyze trends and conduct risk-reward analyses with clarity andprecision. Avoid the common mistake of bringing only your idea and your excitement about it to themeeting.

When upper managementrejects your proposal, treat it as a challenge rather than a defeat. Don'ttake it personally or insist repeatedly that you're right. Instead, ask fact-finding questions to learn.Dig for more information. Identify what missing pieces they need to approve your plan. Check thatyou're aware of the key factors driving their thinking.

Strike a low-key, analytical tone when discussing strategy. Adopt a just the facts style and don't

make assertions without proof. If you're upsetat the boss for a broken promise or an abrupt and seemingly foolhardy change in

direction, voice your concern in positive, nonaccusatory language. Begin with phrases such asthese:"Just to clarify where we're at now...""As I understand the developments leading up to this point...""Let me make sure we're on the same page..."


26/45

Communicating Effectively with

Upper Management Dont Panic When You Need To Communicate With Senior

Managers

Senior managers are senior because they have the experience doingroles at more junior levels or other areas of a business. They havebeen in your situation before. They have given presentations and

provided information to other executives before they got to theirposition. So, they know what its like to be where you are. For thisreason, you shouldnt panic. Dont think too much about whatcould go wrong when you speak to others. Try to relax. Focus onwhat youre trying to say or communicate to senior managers, andjust say it.

Dont Go Into Too Much Detail Know What Youre Talking About


27/45

successful communication with

suppliers Strategic and tactic level communication

1. Meet suppliers constantlyBy doing so you can advance the flow of information. You will getinformation about new trends and technologies and you may even getsome free tips suiting your environment.

2. Inquire about their development plansThis will give you ideas that you can use to develop your own services aswell as information on possible new services that your business canbenefit from.

3. Open your business model to suppliers key personsThis is the way for the supplier to understand the priorities and know whatis important for you. The supplier will understand why some small thingsare vital for your business although they seem like background noise tothem. The supplier will work harder for you if they know why.


28/45


suppliers Strategic and tactic level communication

4. Open development roadmapIt is also important for the supplier to know what you are goingto develop in the long run and how. That way the supplier is ableto offer and develop services and technologies for your needs.

5. Define clearly what you wantOften suppliers are accused of poor outcome. Theaccusations are unjust if the definition has been unclear orincorrect.

6. Get important services at the right service levelsIt is not the vendors fault if you dont understand to obtain rightservice levels. It is only supplier kindness, if he still help you.


29/45


suppliers Operational communication

1. Tell about your projects and changes in timeThe supplier has time to organize things and to reserve thenecessary resources and capacity.

2. Use communication channels, methods and methodologyagreed onSuppliers have their reasons to use agreedchannels. Suppliers process isbuilt around these channels.

3. Train and meet with suppliersoperational staffGet to know them personally and working with them willbe easier in the future.


30/45


suppliers Operational communication

4. Communicate changes that is made in-house or by a third partIt is better to hear about changes from the customer than find outit itself and use unnecessary time for the settlement. Sometimesyou need to made changes very quickly, but remember to inform

every time you can.

5. Prioritize and rush the supplier only when there is a real need foritThe supplier shall retain supervision and systems to prioritize work.Do not hurry every meaningless ticket, remember the big picture.

This will guarantee that you will get help when you need it sorely.


31/45


suppliers Be demanding (including with yourself)

1. Do your shareRun the project and other tasks given to you at the same time window andpiety than you expect the supplier to do theirs. There are always situationswhere you are unable to fulfill agreed tasks on time. Indicate this as soonas you find out about it.

2. The supplier's success will benefit youThink of ways how you can simplify the tasks that supplier is running foryour services. Normally such cooperation will yield better results. Thesupplier is not performing his duties for themself but for your businesspurposes.

3. Admit honestly when you made a mistake.The supplier will most likely notice if you try to blame in-house or thirdpart mistakes on them. This will cause bad blood. The old clich says thatwe all make mistakes and that is absolutely true in this case too.


32/45


suppliers Be demanding (including with yourself)

4. Ask yourself: are we a good customer to the suppliers?Every once in a while it is a good idea to ask ourselves if weconsider ourselves good customers? This should however be carriedout continuously and meters should be developed so that its

evolution can be monitored. This is a systematic way to developthis.

5. A good bell can be heard wideRecommend a good supplier when you come across one. This iscertainly heard by the supplier and will probably benefit the future.

6. Pay bills on timeThis is taken for granted, but please keep in mind that the supplierearns their living by servicing you. This is the prerequisite ofcooperation.

10 ways to communicate more


33/45


effectively with customers and co-

workers #1: Beware of interrupting Titanicwireless operator Jack Phillips interrupted

a wireless message from a nearby ship, tellingthem to shut up. In doing so, he prevented that

ship from sending Titanican iceberg warning. Be careful about interrupting others, particularly

your customers. They'll be especially upset if,while they're explaining a problem, you interrupt

them and start offering a solution. #2: Listen actively

#3: Avoid negative questions



34/45



workers #3: Avoid negative questions Suppose you say to a customer, "You don't have Word installed?"

and he answers "Yes." What does he mean? Yes, you're right, Wordis not installed? Or yes, he DOES have Word installed?

Asking a negative question creates confusion. It's clearer if you

phrase the question positively (e.g., "Do you have Word installed?")or ask an open-ended question ("What applications do you haveinstalled?"). If you mustuse the negative, try a question such as"Am I correct that you don't have Word installed?"

#4: Be sensitive to differences in technical knowledge

Chances are, your customers have less technical knowledge thanyou do. Be careful, therefore, when explaining things to them. Ifyou use acronyms, be sure you identify what the acronym means.The same acronym can mean different things



35/45



workers #5: Use analogies to explain technical concepts #6: Use positive instead of negative statements

Your customers are more interested in your capabilities than in yourlimitations. In other words, they're interested in what you cando, ratherthan what you can'tdo. The way you say things to them influences howthey perceive you and your department.

#7: Be careful of misinterpreted words and phrases

Sometimes we say something with innocent intent, but the other personmisinterprets it. We mean to say one thing, but our pronunciation orinflection causes us to convey something else. For example, in Chinese,the sound "ma" said in a high level tone means "mother in law." However,said in a falling and rising tone, it means "horse."

Be especially careful of the word "you." Overusing this word can make theperson you're talking to feel defensive or threatened. Instead of saying,"You need to speak louder," try saying, "I'm having trouble hearing."



36/45



workers #8: Remember that technical problems involve emotional reactions When customers have a technical problem (for example, they're having

trouble printing), keep in mind that they'll almost always have anemotional reaction as well. Those emotions can range from simpleannoyance to outright panic, depending on the importance of thedocument and the time element involved. I'm not saying you have to be

Dr. Phil, but it's important to acknowledge and recognize these emotionalreactions. If all you do is solve the technical problem and walk away,chances are the customer will still be upset.

#9: Anticipate customer objections and questions

In his book The Art of War, the ancient Chinese author and strategist SunTzu said, "If you know the enemy and you know yourself, you need not

fear the result of a hundred battles." Apply this principle whencommunicating with customers. In particular, try to anticipate theobjections your customers will have to your message and address thoseobjections.



37/45



workers #10: Keep the customer informed Your customers will become upset if you treat them the same way.

Keep them informed of developments involving them, particularlywith regard to technical problems and outages. In particular, keepthem apprised even if nothing is going on. For example, let them

know you've contacted the vendor but still haven't heard anythingback. No news is still news.

If a customer leaves you a request via voicemail or e-mail, let thecustomer know you received it, even if you are still in the process ofhandling it. Doing so gives the customer one less matter to worryabout.

When a problem is resolved, let the customer know that, too.Nothing is more frustrating to customers than finding out that theycould have been working sooner if they had only known.


38/45

speaking skills in a meeting

"Just because the spotlight isn't shining directly on you doesn't meanthat you can't be seen,

1. Keep it upbeat. Rather than criticizing, stay focused on the implicitvalue of what someone else says. A study suggests that a preponderanceof positive remarks at business meetings genuinely contributes tosuccessful companies. "Stay solution focused, offering up twice as many

positive comments as you do negative," "When it's possible, affirm others'ideas by using active and constructive feedback. For example: 'I really likeAmit's idea on how we can use a different approach when responding tocustomer complaints.'"

2. Talk to the entire group. We've all been treated like a fifth wheelbeing part of a group, but somehow off the planet when someone is

supposedly addressing everyone in the room. Don't make the sameblunder. When speaking in a group, move your eyes around and talk toanyone who's listening to what you have to say. "When responding to aquestion, address the entire group, not just the person who asked thequestion," "In this way, everyone feels included."


39/45


3. Reach out and encourage feedback. Another meeting pitfall is that hollow sound of silencecomments by speakers that disappear over the horizon leaving no follow-up discussion in theirwake. This silence is not golden. So actively encourage comment and feedback based on what youhave to contribute. Not only does that make for a better meeting, but it can broaden, amplify andsubstantiate your remarks. "Get your point across but also open it up for discussion," "Call onpeople and ask them what they think. The point is not just to be a participant, but also a facilitator."

4. Mirror the tenor of the meeting. Another business meeting basic is establishing a comfortableatmosphere where everyone feels at ease. One effective way to achieve that is to establish a

consistency in communication. If, for instance, most participants are keeping their remarks short,do the same. If their tone is low and reserved, follow their lead. The point is not to mindlesslymimic but, rather, to affirm and contribute to the overall tenor of the meeting. And that makes forproductive and efficient give and take. "You can also mirror other behaviors such as leaningforward, crossing your legs and other movements,".

5. Don't be a time hog. Anyone speaking in a business gathering wants to take enough time toidentify and, if need be, dissect the point he's trying to convey. But it's all too easy to slip into afilibuster. This can be called as "conversational balance": Be thorough, but don't take so much timeto get your message across that you lose others' attention or, even worse, alienate someone who

may be waiting his turn to talk. Again, if others are being succinct, try to do the same. If need be,keep an eye on your watch when you've got the floor so a comment meant to be short doesn'tstretch into a diatribe.


40/45


6. Check the cliches and rhetoric. A central tenet of powerful business-meetingcommunication is being as clear as possible. Don't muddy your message bywallowing in tired catch phrases -- just watch for facial tics when you suggest"pushing the envelope"or too many rhetorical questions that don't advance thediscussion. "Be particularly careful with negative rhetorical remarks like 'Whatwere you thinking?'" says Gaddis.

7. When and if necessary, take it offline. Not every in-meeting topic warrants

brain surgery. Don't derail meetings or drag them on endlessly by going into detailthat can be addressed at another time. "If you make a point that warrants a lotmore discussion, tell someone that you'll talk about it in greater detail at someother time," Baldoni says. Or address the issue one-on-one with the questionerafter the meeting.

8. Be aware of your body. Not everything you convey to others comes by way ofyour mouth. How you say what you say is equally telling in your ability to share

your thoughts with others. Here are a few body language precepts you may wishto embrace (pun definitely intended): Don't limit supportive interaction to justwhat you say. Show it by nodding your head, making eye contact, raising youreyebrows and making other gestures that demonstrate that your interest andinvolvement in the discussion aren't mere lip service.


41/45

Ways to Communicate Effectively in

the Workplace 1. Open Meeting It is easier to communicate your passion and how you feel to your team via open

meetings. In this kind of forum, they will not only hear what you are saying, theywill also see and feel it. This approach still remains one of the best approaches tocommunicate effectively with a team.

2. Emails

In official settings, communication via email remains potent. It will enable you topass messages to members of your team without pulling them out of their workstations.

3. One on One

Experts have been able to prove that some people understand better when youtake them aside and talk to them on a one-on-one basis. Ensure that you maintaineye contact with them to enable the message to sink in.

4. Use Presentations Some people grasp messages easily when pictures and sounds are involved. Using

presentations like Microsoft Power Point to communicate with your team will givethem the opportunity to refer back to it if they arent clear about certain things.


42/45


the Workplace 5. Communication via Training Your training should be tailored towards communicating certain information to

your team members. Most employees take training serious, especially when itspart of their appraisal.

6. Display Confidence and Seriousness

Ensure that you display confidence and seriousness to ensure that you will not be

taken for granted. When your team members notice any uncertainty and lack ofseriousness when youre communicating with them, they are likely to treat theinformation with disdain or disregard.

7. Use Simple Words

The truth is that everybody cannot be on same page when it comes to vocabulary.Therefore, to be effective in your communications with your team members, usewords that can be easily understood. When ambiguous words are used, you can be

misunderstood and/or waste precious time having to explain yourself. 8. Use Visuals

Place visuals at strategic positionsaround the work stations of your team. Theyshould not just hear the message, they should also see it. This gives room forbetter comprehension.


43/45


the Workplace 9. Listen to Your Team Members

Communication is intended to be a two way street. Dont just talk because you are the leader without

listening to anyone else. Encourage them to open up so you can be well guided when communicating in

the future with them. You have two ears and one mouthso you must listen more than you speak.

10. Use Body Language

Your body language will pass your message faster and better. Master the art of using body language when

communicating with your team. Stand/sit up straight, use smiles, handshakes and eye contact.

11. Act Out Your Message

Someone once said, Tell me what you want me to do and I might forget it, but do it in front of me and I

will never forget it.Acting out your message is a very potent way of communicating with your team. Let

them see you do what you want them to do, and watch their excuses disappear.

12. Use The Appropriate Tone of Voice

One word can mean a different thing when said in a different tone of voice. Make sure you use the

appropriate tone of voice to communicate your message to your team so that you wont bemisunderstood and discourage or demotivate members or cause them to shut down completely out of

fear.

13. Avoid Unnecessary Repetition

If you want your team members to take you serious, never sound like a broken record and dont beat a

dead horse. Tell your team members what you want them to know or do and ask them if they are clear

about it. If they are not, only then do you repeat what you have said.


44/45


the Workplace 14. Create a Receptive Atmosphere

To effectively communicate with your team, you must create a receptive atmosphere. Avoid a tense

environment at all costs because when you communicate in an overly intense manner, the message you

are trying to share might not be well understood or retained.

15. Be Humorous

Using friendly jokes when communicating with your team members will help pass your message along in a

more relaxed way. This method of communication has been proven to be a highly effective way of dousing

tension. When the atmosphere is unfriendly and intense, being humorous does the trick. If you must use

jokes, please dont overdo it. Remember, you are not a stand-up comedian.

16. Be Articulate

Communication is indeed a skill that must be learned by all, especially if you want to lead any group of

people. Being articulate when you communicate to your team members makes it easier for them to

understand your message.

17. Avoid Mumbling

Your team members should be able to hear you clearly. When communicating with them, try as much as

possible to speak clearly and not mumble words. When you mumble words or speak too quickly, you may

assume that they are clear on the subject. But the truth is, they might not be. It also shows a lack of

confidence on your part.

ff


45/45


the Workplace 18. Encourage Feedback

Dont just talk and walk away. Give room for feedback so that you can measure the effectiveness of your

style of communication. It will also afford you the privilege of knowing if your message was well

understood.

19. Gesticulate

Use your hands to demonstrate your message. Make hand motions and signals to establish the

seriousness of your subject matter when communicating with your team members. This shows that you

understand what you are trying to relay to them. Just dont let your body movement become too

exaggerated and intense.

20. Be Appreciative

After every communication session, via whatever means you have decided, always remember to thank

your listeners for their time. It will cost you nothing and its a

Work place Communication.pptx

Documents

Transcript of Work place Communication.pptx