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“The most important thing in communication is to hear what isn’t being said.” Peter Drucker

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“The most important thing in communication is to hear what isn’t being said.” Peter Drucker. OBJECTIVES. Define the impact effective communication has in the workplace Name the key elements of the communication process Name the three types of communication media

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Presentation Transcript
objectives
OBJECTIVES

Define the impact effective communication has in the workplace

Name the key elements of the communication process

Name the three types of communication media

Describe the dangers of becoming emotional at work

Demonstrate proper formatting for business letters,memos, and emails

workplace communication and its channels
WORKPLACE COMMUNICATION and its CHANNELS

Effective communication is vital to business. What if there is no communication?

Formal communication:Vertical communication, Horizontal communication

Informal communication: Grapevine, Gossip

the communication process
THE COMMUNICATION PROCESS

The process of a sender sending a message to a receiver with the purpose of creating mutual understanding

the communication process1
THE COMMUNICATION PROCESS

MESSAGE

SENDER

NOISE

RECEIVER

FEEDBACK

the communication process2
THE COMMUNICATION PROCESS
  • Sender: individual sending a message
    • Encoding: process of sender identifying how the message will be sent (verbal, non-verbal, or written)
  • Receiver: individual that receives the message
    • Decoding: how the receiver interprets the message that was sent
    • Feedback: the message the receiver sends based upon the receiver’s interpretation of the message
  • Noise: anything that interferes with the communication process (audible or not)
talk it out
TALK IT OUT

Identify the noises you experience during class

Communication exercise: one group use non-verbal medium to send a message (given by the instructor) to another group.

emotions at work
Emotions at Work

Make every attempt to not become emotional at work

Emotions take away our ability to think logically

If you cry or become angry, excuse yourself from the situation

Deal with your emotion in private

Open displays of anger are inappropriate

the business letter
THE BUSINESS LETTER

Business letter: formal written form of communication used when message is being sent to an individual outside the organization

Use proper business format

Sent on company letterhead

Error-free

Proofread, sign, and date prior to mailing

Include follow-up activity

Use company #10 mailing envelope

the business letter1
THE BUSINESS LETTER

Read example on page 130 and do activity 9-3

the business memo
THE BUSINESS MEMO

Business Memo: a formal form of written business communication set to a receiver within an organization

Sometimes called Interoffice Memorandum

Used for internal communication

Include receiver’s name, date, and subject

Include all facts, but be brief

Memos should be no longer than one page

the business memo1
THE BUSINESS MEMO

Read page 130- 131 and do activity 9-4

the business e mail
THE BUSINESS E-MAIL

Popular for both internal and external communications

Utilize software template

Include subject in subject line

Avoid “Hi,” “Hello,” “Urgent,” “Important,” or “Test”

Only use for business purposes

Avoid use of emoticons

Maintain confidentiality of electronic address book

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