MACAPINLAC, Janine Rei S.

BM3A

WHAT IS COMMUNICATION? Communication means sending, giving, or exchanging information and ideas, it is often expressed nonverbally or verbally. Non-verbal is an act of communication that does not use words. For example, Carol smiled when she saw her missing dog. The non-verbal in the sentence is smiled because even though Carol didnt say anything, she was able to express her feeling by smiling. And verbal communication is the act of speaking words by using words. For example, Kathleen and Bea are talking about their experience in Singapore. In Business Communication it is a tool that improves the performance of the employees, the performance of the teams within the company, and it allows to improve the performance of the entire organization, all with the common purpose to execute the organizations strategy, reach its vision, and fulfill its mission. Communication is one of the most important factors in any organization or relationship so that there will be a mutual understanding. Without communication, it will not work properly and can be lead in problems. Communicating properly in a business will help the dealing with the customers run smoothly and will not end up with confusion. With high tech generation of today, technology was able to help and allowed for many opportunities in communicating with other such by the use of cell phones, pagers, email, and even holding old fashioned meetings. To improve communicating skills in business, the tips are: 1. The seller must stay focused. Meaning, the seller must not bring up the past bad experiences or conflicts when dealing with the current clients because it may disregard the current ones and may confuse the discussion. He/she should focus on the present, and understand and focus to his/her client.

2. The seller should listen carefully because some people may look listening, but are really just preparing what he/she will say after the seller stops talking. He/she should listen to them and reflect in what they said or saying so that their audience is listening. In return, he/she will understand better and will be willing to listen to you. 3. Try to see their point of view. In a conflict, most of us want to feel heard and understood. We talk a lot about our point of view to get the other person to see things our way. As a seller, he/she should try to see the other side so that he/she can better explain yourself. Others will more likely be willing to listen if they feel heard.

4. Ask the right questions. Meaning, the seller should ask their clients with right questions because through this, the customers will be able to understand clearly the product of what he/she is selling. 5. Communicate Professionally. Professionalism may be the first impression to you of the customers and communication skills completes the package. As professionals, you should answer the phone professionally like saying Good Morning, *name indicated* and speak articulately and competently at all times and some example is to use business email address. 6. Schedule and proper thoroughly. Scheduled meeting can help you to communicate with your clients clearly, and the seller and client will have the opportunity to prepare fully. 7. Ask for Feedback. One way to maintain long-term relationships with your clients is by keeping open lines of communication. This means asking them for their opinion on how things are going and how they feel about the service youre providing. 8. Notice or Attend to their problems. If a client is unhappy, dont ignore their complaints. Attending to their problems will help you in solving the misunderstanding that may worsen in the future. With this, youll be able to lessen your problems with your customers. 9. Anger Management. He/she must manage anger because this may affect the relationship with their customers. The seller must not show his/her negative feelings because the seller my lose the client if he show negative actions. TYPES OF COMMUNICATION Formal Communication Formal Communication is where a communication has to be set a formal format or process. Typically it includes business communication or corporate communication. In this form the style of communication is formal and official. Examples are, official conferences, meetings, written memos and corporate letters that is used in communication. Informal Communication Informal Communication is a free unrestrained communication between people who share casual chats with each other. Informal communication requires two people to have similar ideas or topic, it is usually occurs between the family. Informal communication does not need rules or any guidelines, scheduled and boundary time.

Internal Communication Internal Communication is a communication within an organization. It is also used in addressing organizational concerns. Good communication may help to increase job satisfaction, safety, productivity, and profits. Upward Communication Upward Communication is a flow of information from employees to management. Without Upward communication the management will not know if the employees understands the messages of the management or if the organization is having a problem. Downward Communication Downward Communication is a Information flowing from the top of the organizational management and telling people in the organization what is important or mission and what is valued or policies. Horizontal/Literal Communication Horizontal/Literal Communication is usually involves coordinating information, and everybody in the organization are allowed to cooperate or collaborate. External Communication External Communication is the people who are outside the organization or company. EXAMPLES OF COMMUNICATION Body Language is a form of non-verbal communication, which consists of body posture, gestures, facial expressions, and eye movements.

Gestures are motion of body made to express or help express thought or to emphasize speech.

Signs are an act used to convey an idea, a desire, information, or a command.

WHAT IS COUNSELING? Counseling is a process in which a counselor, or therapist, holds face to face talks with another person to help you understand the causes for your problems and guides you through the process of learning to make good life decisions. There are expectations in counseling and those are, you will able to work with your counselor, to understand why you have a problem in or out of the organization. Youll work to find out what negative beliefs you have. The purpose of counseling is to enable you to resolve your issues so that you can have more happiness and joy in your life. You will be more self-aware in understanding why things happen in your life. A counseling session helps the client create positive changes and a counselor can be there to help through the tough times of the employee. TIPS IN COUNSELING y Active listening, it involves active and attentively listening to the words an employee is saying
and observing manners and nonverbal behaviors to address thoughts and feelings.

Responding, the counselor must respond to his/her employee verbally and non-verbally. Verbal
responses should consist of summarizing and interpreting communicated messages. The counselor must refrain in talking to him/her long or over-talking and constant interruptions in the middle of the employees sharing. Maintaining of eye contact will help by having the employees sincere interest.

Body posture, as a professional counselor he/she must be presentable. He/she should avoid slouching, but should be relaxed. Open posture such as facing the employee and leaning forward to sincerity. Head nods, it helps the employee when the counselor is nodding his/her head because it demonstrate agreement, the employee will know that his/her counselor listens and it will encourage them to continue to communicate. Facial expressions, as a counselor you should hide your own feeling and give importance to your employee. You should be looked relaxed and appear natural. Respect, mutual respect or respect for one another improves the chances of changing and maintaining behavior. And may achieve outline goals. Self-awareness and cultural awareness, meaning you should be fully aware of our values, needs and biases in counseling employees. Counselors need to be aware of the

similarities and differences between individuals of different cultural backgrounds and how these factors may influence values and actions. THREE APPROACHES IN COUNSELING THE COMMONLY EMPLOYED 1. Telling
y

The supervisor or counselor does most of the talking during the counseling session and directs the employee on what to do and when to do it. The major disadvantage to employing the telling approach is that it discourages employees from taking part in consequently inhibiting personal and professional growth.

2. Coaching y Supervisors/ counselors using this approach spend most of their time listening rather than talking. Employees are encouraged to develop action plans and counselors ensure that action plans support goals and objectives. For this approach in order to be effective employees must openly communicate, present goals and actively uncover their alternatives. 3. Selling y It is a combined approach that uses coaching (non-directive) and telling (directive). Using this approach the counselor provides guidance, but avoids directing. Planning and decision-making are responsibilities of the employee, with the counselor assisting with the development and evaluation of the employees alternatives. TYPES OF COUNSELING 1. Direct Counseling y Direct Counseling it is the process of listening to an employees problem, deciding with the employee what should be done and then telling and motivating the employee to do it.

2. Nondirective or client-centered Counseling y Nondirective Counseling is the process of skillfully listening to and encouraging a counselee to explain troublesome problems, understand them and determine appropriate solutions.

3. Participative Counseling y Participative Counseling is a mutual counselor-counselee relationship that establishes a cooperative exchange of ideas to help solve a counselees problems. It is a modern approach of counseling.

4. Informal Counseling y Informal Counseling is used to correct minor problems or to advise an employee of performance or behavior adjustments that are necessary. Informal counseling may be confirmed in a follow-up letter to the staff member.

5. Formal Counseling y Formal Counseling is used to provide structured, written feedback that includes a draft action plan for achieving successful performance. Human Resources Consultant (HRC) are the one who gives assistance/guidance/review. Action plan should identify each performance problem, the actions necessary to correct the problem/s, and the time frames within which the problem/s must be corrected.

There are also common types of counseling, Some are:

y y y y y y

Marriage and family counseling Guidance and career counseling Rehabilitation counseling Mental health counseling Substance abuse counseling Educational Counseling

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