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Office Administration. Chapter 4: Verbal Communication— Fundamentals. The Oral Communications Process. An ongoing process involving an exchange of information and meanings between senders and receivers, both knowingly and unknowingly Simultaneously sending and receiving

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Office Administration

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office administration

Office Administration

Chapter 4: Verbal Communication— Fundamentals

the oral communications process
The Oral Communications Process
  • An ongoing process involving an exchange of information and meanings between senders and receivers, both knowingly and unknowingly
    • Simultaneously sending and receiving
    • Also communicating internally
the importance of verbal communication
The Importance of Verbal Communication
  • Influencing task performance
  • Linking plans and actions
  • Making effective decisions
  • Enhancing effective work relationships
  • Sharing emotions
  • Fulfilling social need for belonging
  • Providing training aids
  • Assisting in problem solving
sharing and transmitting information
Sharing and Transmitting Information
  • Intended meaning of the message
    • Should be the same as the perceived meaning
  • Transmission of information
    • How something is said is as important as what is said
  • Response of the receiver
    • Feedback tells the sender a lot
the communication process
The Communication Process
  • The speaker is the source of the message, avoid communication problems
  • The message is developed through the encoding process, avoid sources of misinterpretation
  • The channel connects the speaker and the listener(s), different channels are available, number of channels will vary
  • The listener is where the message is directed, others may also receive, effective listening is a practiced skill
  • Feedback comes from the receiver
  • Distractions serve as barriers, blocks, and problems in communication
  • The communication environment may be relaxing or stressful, context of the situation and personal moods impact
effective speaking on the telephone
Effective Speaking on the Telephone
  • Project voice quality at a moderate rate
  • Answer incoming calls quickly, identify yourself and attend to the caller
  • Take and deliver accurate phone messages with details
  • Place calls accurately
  • Listen to voice mail from anywhere
  • Use good voice mail effectively
  • Techniques for Internet phones
using directories and the internet
Using Directories and the Internet
  • White pages provide an alphabetic listing, yellow pages classify sections of the phone book
  • Emergency telephone procedures are accessible
  • Government listings (federal, state, county, local)
  • or
other telephoning techniques
Other Telephoning Techniques
  • Computer long-distance log to analyze for accuracy and accountability
  • Conference calls for three or more to talk from different locations
  • Transferred calls within the organization
  • Use of cellular phones to conduct business

Telephone communication is more

important today than ever before.

communicating praise and criticism
Praise is acknowledging effective work of others

Give it sincerely and publicly

Tell how it was deserved

Receive praise with a thank you

Appreciate the recognition

Criticism is given to enhance a person’s knowledge and skill

Privately and respectfully recognize the positive and constructive criticism

Do not become defensive, see other opinions, make changes

Communicating Praise and Criticism
the listening process
Receive the message

Perceive the message

Interpret the message

Remember the message

Evaluate the message

React to the message

3 Types of Listening

Content listening

Critical listening

Empathetic listening

The Listening Process
problems in the process
Problems in the Process
  • Paying attention . . . attention span, wandering, and concentration
  • Understanding the meaning . . . comprehension. . . speaking and listening speed
  • Remembering information . . . attention and understanding . . . short-term memory . . . information recall
behaviors that inhibit listening
Behaviors That Inhibit Listening
  • Calling the subject uninteresting
  • Judging delivery instead of content
  • Jumping to conclusions
  • Listening for details, not the “big picture”
  • Taking excessive notes
  • Attentive listing
  • Creating or tolerating distractions
  • Failing to listen to difficult material
improving listening
Improving Listening
  • Deciding to listen
    • Focus attention on the message, clear mind
  • Getting rest and food for better concentration
  • Finding comfortable seating close to the speaker to keep yourself focused
nonverbal cues
Nonverbal Cues
  • Body language refers to posture and facial expressions
  • Paralanguage includes vocal attributes
  • Space and distance affects comfort
  • Touch is taboo in most office, occasional “high-five”
  • Clothing and accessories send a message
  • Use of time communicates responsibility
interpreting the nonverbal
Interpreting the Nonverbal
  • Nonverbal signs occur in clusters, examine together
  • Consistency with personality and with other cues
  • Culture influences communication styles
  • Communication (asking) is the key to finding out