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Review. Internal customers and external customers Communication channel; communication barriers. Two main forms of workplace communication (formal / informal). Learning objectives. Seven steps of effective communication Oral communication a. Verbal communication

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Review

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  1. Review Internal customers and external customers Communication channel; communication barriers. Two main forms of workplace communication (formal / informal)

  2. Learning objectives Seven steps of effective communication Oral communication a. Verbal communication b. Vocal communication c. Visual communication Written communication

  3. For communication to be effective: Each message communicated must have a purpose each message should be planned so that it matches the interests and abilities of the receiver of the communication unnecessary words in the communication should be eliminated words used in the message should be within the experience range of the receiver, that is avoid talking about issues which are not well known to the other person the message should be clear and should include correct pronunciation, inflection, tone, speed and volume of voice

  4. Seven steps of effective communication

  5. Effective Communication Effective communication can be oral (verbal, vocal, visual) or written (writing and reading). Most information communicated in the workplace will be oral and written.

  6. Oral communication Three elements of communication are involved when we speak: The verbal(口头的) element is what we actually say---the message and words. The vocal（声音的） element is how we say it---our tone（声调）, pitch（音高）, accent（重音）, diction（发音，措辞）, rhythm（节奏）, loudness（音量）. The visual （视觉的）element is what the receiver sees---posture, facial expression, movement.

  7. Verbal communication Verbal communication is the what component of speech (what we actually say). That is, it relies on the words used to communicate the message.

  8. Verbal communication (Cont’d) Take an example: A customer has just booked a flight for two people to Tokyo. The travel agent, follow the procedure, confirms the details with the customer: “Mr. Jenkins, I have booked CA 929 for two pax departing PVG at 09:55 , arriving NRT at 13:50 on the 13th of November”. How much of this information do you think the customer understood?

  9. Verbal communication (Cont’d) Speaking rules: ---speak clearly; ---avoid slang（俚语） and jargon（行话）; ---develop our vocabulary; ---make the content appropriate and relevant; and ---put the words in the correct context.

  10. Vocal communication Vocal communication is the how component of speech (how we say it). Vocal communication includes our voice projection, tone, pitch, speed and breathing techniques.

  11. Vocal communication (CN) • Although the words are important, how we say them is often more important. We should: • vary our tone to give the words emphasis or appropriate meaning; • be aware of pitch---put in the context to the situation;

  12. Vocal communication (Cont’d) • Project our voice as much as is necessary for clarity and for it to be heard; • Speak at a consistent speed (not too fast and not too slow) to aid understanding; and • Remember to breathe! If we forget to breathe, the words don’t come out!

  13. Visual communication The visual element of communication is very important for getting the message cross. Ensure that the visual communication does not conflict with the verbal and the vocal. Visual communication includes our personal presentation and hygiene and specific body language.

  14. Visual communication (Cont’d) • In visual communication, we need to: • Be aware of individual personal space; • Maintain eye contact and be aware of facial expressions; • Maintain strong posture and develop appropriate hand and body movements; and • Maintain a high standard of personal presentation.

  15. Written communication Like verbal communication, effective written communication is reliant on the words we choose, how we express them, how we present them, and the proper use of grammar. E.g. Letters, plans, reports…

  16. Written communication (Cont’d) • Good written communication depends on several elements: • Clarity; • Conciseness; • Tone (serious, light-hearted, demanding); • Presentation; • Reason for writing; • Correct language (i.e.the words used) and grammar; and • Ability of the receiver.

  17. Written communication (Cont’d) • The types of written communication include: • Personal or business letter; • Reports and proposals; • Business plans; • Fax or email; • Memorandums;( memos) • Stock orders; • Resume and job applications; and • Policies and procedures.

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