Unintelligible Communication: Overcoming Language Barriers

1. Sample Art, replace with originals or better images # Um.. What Did They Say!? An voicemail from a customer with missing details… A request from a coworker whose first language is not the same as yours… A confusing email from your supervisor.. Speech bubble from computer says [“…so then you finish the RPQ report and drop it off at the KLM department in Zone 42”.. A thought bubble coming from guy could say “Zone 42? Where is Zone 1!!??” ** Note this image (with desk and tie) is probably too corporate Speech bubble says “Hi, this is <mumble>. How are you? How is your <mumble> doing?> I wanted to place a new order for <mumble>. Can you please call me back at.. 555-<mumble>2<mumble>6. Thanks so much! Coworker speech bubble has many different language characters mixed together.. Chinese .. Arabic.. Etc. The other person’s though bubble just has a question mark **Note this image should be less corporate looking (no ties, etc.) How Would You Feel? What would you do if you found yourself in one of these situations? What does it feel like when you can’t understand what someone is trying to say? Well, how do you think your dog feels all the time?! Most people agree that good communication is critical, especially in the workplace. We’ll revisit some more situations like these later in the course.

2. Experiences with Communication • Think of a time when you couldn’t communicate with someone very well and there were real consequences – a wrong move, a missed opportunity, or another not-so-great result. Was it with a friend? Teacher? Coach? Boss? • Ask Yourself: • What went wrong? • Could the miscommunication have been avoided? • What could you have done better? • What could the other party have done better? • Miscommunications can be really challenging. When you don’t try to fix them, relationships can be impacted in negative ways– sometimes forever. • Further complicating matters, not everyone is born a great communicator. You’ve probably witnessed this firsthand! Plus, not everyone communicates in exactly the same way. • So Then What? • Fortunately, most everyone can learn to become a better communicator. This includes improving skills for speaking, writing, and (very importantly) even listening.

3. Communication is about expressing your feelings, opinions, and ideas to another person or a group of people. In the workplace and in your personal life, people are more likely to listen to you if you can express your thoughts clearly. • At the end of this module, you will be able to: • Describe the importance of good workplace communication • Explain the common causes of miscommunication • Name several ways to be a better communicator at work (use active listening, body language, and so on) • Evaluate the pros and cons of using various communication channels (e.g., email, in-person, text, and so on) • Identify important aspects of communicating with critical individuals (supervisors, customers, and so on) • Use strategies for overcoming language barriers on the job • Apply best practices for communicating in-person, via the phone and over Email • Compare the benefits of communicating passively, aggressively, or assertively

4. # Importance of Good Communication • From ordering your breakfast in the morning to calling someone to say goodnight, chances are that you communicate with other people throughout your day in a lot of different ways. • Good communication helps us connect with others, get what we need, and help others get what they need. • Think About It: • Over the past 24 hours, about how many people have you interacted with in some way? [1] <dropdown list with number 1-30 or more> • How did you communicate with those people? Check all the ways below. <checkboxes> • In-Person • Phone Call • Phone Text • Email • Social Media • Letter • <other, fill in> • Did this surprise you? You may spend almost your entire day communicating! When you think about that, its pretty easy to see why it’s so important to communicate in the most effective way possible.

5. Choosing A Channel Choose the best way to communicate the following message. You want to let your top customers know about an upcoming sales promotion -- just for them. Text Social Media Email Phone Feedback: A: Chances are that communicating the details of the sale will require more words than you can easily send over text. Plus texts can be considered more personal than other forms of communication. Some customers may consider it too personal. Make sure to check your company’s policies on using text as a communication channel. Try again. B. While social media can be great for communicating information with customers, this is a deal for only “select” customers, so a public social media blast may not be your best bet. Plus, how will you know that they saw it? Try again. C. Correct! Email is a fast, reliable way of sending messages to a large number of people. It’s also considered appropriate for formal business communication. You can also attach further details if needed. D. You may want to call a few of your very best customers to alert them of the sale, but to reach more customers, phone is probably not your best bet. Try again. [Use this for Multiple-Choice question]

6. Identifying Facial Expressions Facial expressions are an important part of body language. How good are you at interpreting facial expressions? Match the image on the left with the correct emotion on the right. To do so, first click or tap the image on the left. Then, click or tap the corresponding correct emotion to the right to pair them together. When you're done, click the Submit button to check your answers. • Anger • Happiness • Fear • Disgust • Surprise I feel like we could do something with emoticons here.. Like…A discover more where they look at different sets and determine if they really represent complex human motion? Feedback – incorrect match state: You have not correctly matched each facial expression and emotion. Try Again. Correct match state. That’s right! You have correctly matched each facial expressions with its corresponding emotion. [Use this for Matching question]

7. Would be great to find images .. Sort of tricky… Identifying Body Language How good are you at interpreting body language? What does the action on the left signal to you? Match the action on the left with the correct explanation on the right. To do so, first click or tap the action on the left. Then, click or tap the corresponding correct text to the right to pair them together. When you're done, click the Submit button to check your answers. • Being defensive; not agreeing with what is being said • Agreement • Bored or inpatient • Excited or eager of what is to come next • Frustration • Head in both hands • Crossed arms in front of chest • Chin resting in one hand • Head nodding • Rubbing hands together Feedback – incorrect match state: You have not correctly matched the action and meaning. Try Again. Correct match state. That’s right! You have correctly matched the action and meaning. [Use this for Matching question]

8. # Be an Active Listener • Many people don’t realize that listening is actually a skill, an important skill that you can improve with practice. When actively listening to someone, you’re not just hearing the words someone is saying, you’re also understanding the emotions behind the words. • When listening, use the following steps: • Pay attention, especially to non-verbal cues; don’t just think about what you will say next • Don’t interrupt, let the speaker finish sharing before offering your opinion • Consider body language; use open and inviting posture, nod your head • Summarize or paraphrase in your own words what you’re hearing, maintain eye contact • Ask questions to show you are paying attention and want to learn more; get clarification when needed [launch active listening video]

9. This could be a pop up / modal or just an image depending on if it fits/looks right Face-to-Face Skills Lisa has been tasked with rolling out some new safety guidelines to other people at her job. She’s going over the new procedures with Jim one-on-one, but she keeps getting text messages about her plans for later that night. They are short texts, so she can easily read them and still focus on the conversation with Jim. How would you rate Lisa on her face-to-face communication skills? Good Could Be Better Image Feedback: A: Digital communication allows you to multitask, but that doesn’t mean you should! Even quickly reading a text shows the other person that you have more important priorities. You can’t make eye contact when they are buried in your phone. Try again. B. Correct. Lisa is not giving Jim her full attention by periodically looking at her phone. Plus, she is going over safety guidelines! That’s pretty important! Lisa needs to show Jim that she values him and the conversation and put the phone away – eyes on him! [Use this for Drag/Drop question]

10. Assertive Are the following quotes examples of passive, aggressive, or assertive communication styles? Drag and drop each quote described on the left to the correct boxes on the right. List Drag Items Here: “I don’t care. Where do you want to hang the new signage? [passive] “[interrupting] Oh, you would feel that way!”][aggressive] “I understand what you’re saying that customers will like the orange shirts, but I would prefer we put the blue ones In the front of the store.” [assertive] “”I just brought those boxes from the warehouse. You’re always moving things around on me!” [aggressive] “I’m feeling a little overwhelmed lately. Can we talk about getting some additional help? [assertive] Feedback – incorrect match state: You have not correctly matched each example. Correct match state. That’s right! You have correctly matched each example. [Use this for Drag/Drop question]

11. Look on next slide for actual mockup of email # Communicating via Email • Email works best when you need to reach someone who isn’t readily available by phone or when you need a written record of communication. When used incorrectly, however; Email can cause embarrassment or make you seem unprofessional. • Click each of the areas in the Email to uncover important tips. Use your professional email address, not a personal email address Include a clear, direct subject line Use “reply all” selectively Use a formal greeting Keep your message clear and concise Use whitespace to separate paragraphs and make email easier to read Use bullets to organize your thoughts Use bold and capitals sparingly to highlight critical information or action items Proofread before sending to avoid typos Don’t use emoticons Use exclamation points sparingly Be careful with humor unless you know the recipient well Use a brief and friendly closing

12. To: janicez@jamservcorp.com • From: jake@bestinco.com • Subject: Scheduling Dishwasher Service; Request Number:43576 • [buttons for replay and reply all and send] • Dear Ms. Zanowski, • I am contacting you to try to schedule your dishwasher service visit. Your local technician is currently available on the following dates: • 3/18 from 8AM-11AM • 3/21 from 8AM-11AM • 3/22 from 1PM-4PM • Please let me know which of the previous dates and times wrks for you, or if you would like to request additional dates. • Before the technician’s arrival, please be sure to: • Remove all the dishes from the dishwasher • Have your warranty certificate ready to present to the technician • PLEASE NOTE: We are currently unable to accommodate weekend service requests. • Hope you’re not washing dishes in the tub until then! • I look forward to hearing from you, • Jake Morris • Bestco Service Representative • 1-555-800-1234 1 2 Use your professional email address, not a personal email address Include a clear, direct subject line Use “reply all” selectively Use a formal greeting Keep your message clear and concise Use whitespace to separate paragraphs and make email easier to read Use bullets to organize your thoughts Use bold and capitals sparingly to highlight critical information or action items Proofread before sending to avoid typos Don’t use emoticons Use exclamation points sparingly Be careful with humor unless you know the recipient well Use a brief and friendly closing 3 4 5 7 6 9 7 8 11 10 13

13. Not goofy monster people! Replace with realistic images # Communicating via Phone • The telephone plays a major role in many business’ daily operations. Before picking up the phone, you should plan what you are going to say. While you are speaking, speak clearly and be sure to limit distractions. • Review the conversation below for additional tips during a phone conversation. Thank you for returning my call. Yes, it is a good time to chat. Hello Mrs James. It’s Robert Louis from the Sunrise Hotel calling. Is now a good time to chat? • Introduce yourself properly • Address person formally (not first name) • Avoid slang, use “yes” or “no”, not “yeah” or “yep” I’m not very happy with how long it’s taking to finalize the details of my daughter’s wedding. So the planning process has been taking too long? Why don’t you tell me what’s happening? • Exhibit good listening skills (don’t interrupt; repeat back what he or she is saying) Actually, I have to run out. Why don’t I call back and leave a brief voicemail with my questions. • Ask if its okay to put the person on hold I’m so sorry. Our wedding planner is calling on the other line to give a status on the delay. Would you mind if I put you on hold? • Avoid leaving long messages on voicemail