Communication

1. Communication

2. What is Communication? • the exchange of thoughts, ideas, feelings, information, opinions, and knowledge between two or more parties.

3. Characteristics of Communication 1. The communication process happens between or among two or more parties. The sender and the reciever. 2. Communication involves exchange of ideas, feelings, information, thoughts, or knowledge. 3. Communication involves mutual understanding between Sender and Receiver.

4. Types of Communication • Verbal • Nonverbal

5. There are three major parts in human face to face communication which are body language, voice tonality, and words. According to the research: • 55% of impact is determined by body language—postures, gestures, and eye contact, • 38% by the tone of voice, and • 7% by the content or the words used in the communication process.

6. Verbal Communication • Oral Communication: information spoken by mouth; the use of speech. Some of the examplesofOral Communication are: Face to face communication, Telephonic Communication, Public Address System (Speech), Informal rumor mill (Grape Vine), Audio & Visual Media(Radio, TV), Lectures, Conference-Interchange of views, Meetings, etc.

7. Verbal Etiquette • Rule #1 Properly address people • Rule #2 Make proper introductions • Rule #3 Properly use telephone etiquette

8. Rule #1 Properly Address People Generally, it is appropriate to address those to which an informal relationship has been established by their first name. In formal relationships, or when the relationship status is unknown, it is necessary to refer to the individual using the appropriate gender-specific title. When gender-specific titles are necessary, use Mister (Mr.) to address men, Misses (Mrs.) to address married women, and Miss (Ms.) to address women who are single or whose marital status is unknown.

9. Rule #1 Properly Address People Following are more specific rules for addressing others in business settings: • Superiors: Always address superiors with the appropriate gender-specific title, unless he/she gives express permission to do otherwise. (Mr., Mrs. Ms.) • Colleagues: It is generally accepted procedure to address colleagues by first name. Exceptions arise when the relationship is formal or unfamiliar. • Clients and Customers: Most relationships with clients or customers are formal, dictating appropriate gender-specific titles. Occasionally, though, an amiable relationship has been established and would allow the use of first names.

10. Rule #2 Introductions When introducing others: • The most important point about introductions is to always make them, even if you can't remember names. • Failing to do so causes embarrassment and discomfort. • Say both party’s names and titles (if necessary). • Kevin, this is Sarah Thompson, CEO of Global Share. • Mr. Moore this is Lisa Parker my colleague at GRE Systems. • John, I would like you to meet my friend Kelly.

11. Rule #2 Introductions When introducing yourself: • Say your name and your title (if necessary) • Extend your hand to shake theirs and SMILE! • Ask, “What is your name?” If they do not automatically respond. • Say “Nice to meet you _________” • Start conversation

12. Practice Introductions! • Turn to the person next to you and introduce yourself as if you have never met. Remember • Say your name • Extend your hand to shake theirs, make eye contact and SMILE! • Ask, “What is your name?” If they do not automatically respond. • Say “Nice to meet you _________” • Start conversation

13. Practice Introductions! • Now we are going to go out around the school and introduce ourselves to a teacher we have NEVER met! • The teacher will rate your introduction on scale of 1-10. You and your partner must meet different teachers. • You will have 15 minutes. Late = 0 pts. • Do not bother any teachers who have a class. You may go to the main office, meet the nurse, guidance, secretaries, or teachers in planning. • MAKE SURE YOU KNOCK! Say “Can I bother you for a second? I’d like to introduce myself. I am ___________. (Shake hand, Smile) What’s your name? Nice to meet you _____________” Then start a small conversation. Ask them what they teach or how long they have been a teacher at FHS, etc.

14. Rule #3 Telephone Etiquette • Greet the caller and identify yourself when answering the phone with your first and last name. • Return phones calls within 24 hours, and apologize if the call is late. • Identify yourself when you place a call. Say your name, the company, business or department you represent. Then state the nature of your call. (If you do not identify yourself, expect to be asked and do not take offense.) • Keep and pen and paper handy. • Only put a person on hold if you absolutely have to. Ask the caller for permission and be quick! • Be upbeat and positive.

15. Written Communication • Our writing is a reflection of ourselves. • Use correct grammar, spelling and punctuation. Proofread your writing! • Use the correct format for your writing. • Example: We use different formats when writing a business letter than we do when writing a memo.

16. Business Letter The most common format used is called “Block” Format. Using this format, the entire letter is left justified and single spaced except for a double space between paragraphs.

17. Business Letter The 7 main parts of a business letter: 1. Date 2. Return Address (sometimes on letterhead only) 3. Inside Address (recipients address) 4. Salutation (greeting) • Body Paragraphs • Complimentary Closing • Signature

18. Business Memos What is a memo? • Interoffice correspondence sent between employees in a company. • Less formal than business letters. • Today less memos are used. They have been replaced by emails.

19. Business Memos Two Parts • Heading (To, From, Date, Subject) • Body

20. Email Etiquette • Use the subject line • Use a greeting just like a letter • Use standard spelling, punctuation, and grammar • Write clear, short paragraphs • Be friendly but be careful of using humor. It is hard to understand through writing. • Use your email for work related communication only. • Remember—an email is permanent! • Don’t hit “Reply All” unless you want to!

21. Practice Oral Communication • Think Speed Dating  • You will have 1 minute to have a conversation with a person sitting across from you. Both parties must use oral communication continuously! (Take Turns! Don’t Stop Talking!!) • I will give you a topic to discuss in that minute. After one minute we will rotate seats and get a new topic.

22. Public Speaking Who: Who am I speaking to? Know the needs of your audience and meet those needs. What: What am I going to speak about? Make it relevant. Know your material thoroughly and be excited about it. Where: What is the best setting for this presentation? How should the room be arranged?

23. Public Speaking When: Put what you have to say in a logical sequence. Know when to pause for your audience to think. Know when you should conclude your presentation. Why: Give meaning to what you a saying. Add value or worth. Why should people listen to you? How: How can you best convey your message? Choose the best words to use. PRACTICE PRACTICEPRACTICE to avoid saying “um” and “ah” which would distract listeners from your presentation. Use notes but do not read right off of them!

24. Nonverbal Communication

25. Review • There are two types of Communication: • Verbal • Nonverbal Verbal Communication includes: Oral Communication Written Communication Today we will look at Nonverbal Communication

26. Nonverbal Communication Icebreaker  Play “Rock, Paper, Scissors” with facial expressions. “Happy, Sad, Mad”

27. Happy Sad Mad Winner Winner Winner

28. Nonverbal Communication What is it? the process of communication through sending and receiving wordless messages.

29. Types of Nonverbal Communication • Facial Expressions • Gestures • Paralinguistics • Body language and posture • Proxemics • Eye Gaze • Haptics • Appearance

30. Facial Expressions • Convey the emotional state of the individual to the observer • Often are involuntary actions but can be voluntary Photographs from the 1862 book Mécanisme de la PhysionomieHumaine by Guillaume Duchenne. Through electric stimulation, Duchenne determined which muscles were responsible for different facial expressions.

31. Gestures • Visible bodily actions are used to communicate particular messages, either in place of speech all together and in parallel with spoken words. • Gestures include movement of the hands, face, or other parts of the body. • Examples: Waving, pointing, using fingers indicate number amounts.

32. Paralinguistics • Vocal communication that is separate from actual language. • Includes tone of voice, loudness, inflection, and pitch. Example: When said in a strong tone of voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone of voice might convey disapproval and a lack of interest.

33. Body Language and Posture • Body language may provide cues as to the attitude or state of mind of a person. Hands on knees: indicates readiness. Hands on hips: indicates impatience. Lock your hands behind your back: indicates self-control. Locked hands behind head: states confidence. Sitting with a leg over the arm of the chair: suggests indifference. Legs and feet pointed in a particular direction: the direction where more interest is felt Crossed arms: indicates that a person is putting up an unconscious barrier between themselves and others

34. Proxemics • the study of set measurable distances between people as they interact • The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social norms, situational factors, personality characteristics, and level of familiarity. For example, the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet.

35. Eye Gaze • Includes looking, staring, and blinking. • Looking at another person can indicate a range of emotions, including hostility, interest, and attraction. • Example: Making eye contact during a conversation.

36. Haptics • Communicating through touch • Different types of haptic communication are appropriate for different situations. • Touch can be used to communicate positive emotions such as support, appreciation, and affection.

37. Appearance • Our choice of color, clothing, hairstyles, and other factors affecting appearance are also considered a means of nonverbal communication. • Colors can invoke different moods • Appearance can also alter physiological reactions, judgment, and interpretations.

38. Interaction of Verbal and Nonverbal Communication When communicating, nonverbal messages can interact with verbal messages in six ways: • Repeating • Conflicting • Complementing • Substituting • Regulating • Accenting

39. Repeating The use of nonverbal behavior to say what you are saying in words Examples: Pointing to the object of discussion with your finger Nodding your head and saying “yes” at the same time.

40. Conflicting When people are saying one thing yet their nonverbal behavior is telling us something completely different. Example: A friend says, “I am so sorry” while smiling

41. Complimenting The use of nonverbal behaviors to strengthen what is being said with words. Example: A friend says “I am so sorry” and at the same time makes a sincerely sad face

42. Substituting The use of nonverbal behaviors to say things rather than words We often answer questions others ask by responding nonverbally rather than verbally Example: Nodding your head to answer a question rather than saying “yes”

43. Regulating Nonverbal behaviors that control the flow of the conversation, and tell us when it is our turn to talk, or when the other person is finished talking. Example: while telling a story to a friend, one may pause to allow room for comments

44. Accenting Emphasizing certain words in order to clarify what we mean. Example: “NO!” or “No????”

45. Practice Nonverbal Communication • Without talking get in order by birthday month while standing on the line of tape. • You may not step off of the line while getting in order.

46. Practice Nonverbal Communication Charades! Two teams will compete against each other. One team will choose someone to act out a phrase—and only that team can guess the phrase. There is a two minute time limit. (Example: Walking a dog) The team with the most guessed phrases wins!

48. Barriers to Successful Communication • Effective listening