Class Code: BAM17B http://elearning.sbta.com.

au Sarwat Hassan

art of getting your message across effectively through:

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`Spoken `Body

Words First and Simplest way

Language Can make or mar words reflects importance leaves the greatest impact

`Written `Visuals

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Communication skills are essential in the workplace. Communication takes place through various communication channels. A communication channel is the means or technique used to signal or convey a message Whatever communication channel is used as the vehicle for a message, we require the skills appropriate to using that particular communication channel.

The communication process takes place in various situations for different reasons, with the potential for many interpretations. It has seven main elements.
Sender Message Receiver Feedback Communication channel Context or setting Noise or interference.

Communication : The Flow

Channel Formulating Delivery

Message

Sender
Response

Receiver
Feedback Perception

Understanding
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Types & Methods

Written Spoken

Letters, Memos, Reports

Conversations, Interviews, Phone Calls, Requests Gestures Facial expressions, Actions, Voice Tone, Silence, Stance Visuals Photographs, Paintings, Videos, Film Multimedia Television, Newspaper, Magazines, Internet
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External communication involves communicating outside the organisation, perhaps with customers, clients, suppliers, competitors, and other organisations. Internal

Internal communication involves communicating inside the organisation, with your colleagues and supervisors - people you work with.

Communication is classified into three forms:

Verbal communication, either spoken or written Nonverbal communication Graphic communication

Version No: NSW1 03/02/2007

Nonverbal communication consists of that part of a message not encoded in words. The nonverbal part of the message tends to be unconscious and often reveals the senders feelings and preferences more spontaneously and honestly than the verbal part. If the verbal message does not match the nonverbal communication, people tend to believe the nonverbal message.

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The total message combines spoken words with nonverbal communication. Nonverbal communication adds meaning to, modifies or change the spoken words in six ways. 1. Repeating e.g., pointing when giving directions. 2. Contradicting e.g., looking at your watch and backing away while telling someone, Im very interested in what youre saying. 3. Substituting using facial expressions as a substitute for words, to show pleasure, disappointment and a range of feelings and experiences. 4. Complementing modifying, emphasising or elaborating words in a way that conveys attitudes and intentions towards others. 5. Accenting moving the head and hands to emphasise parts of the verbal message; e.g., shaking the head as you say No. 6. Controlling the flow of communication nodding your head or changing position can indicate that the speaker should continue or give you a turn.

The business environment includes all the internal and external factors that affect your organisation:
(refer to your textbook pg.4)

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Political issues Legislative issues Social Trends Competitors Technology

Legislative issues
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Political Issues

Competitors

Business Environment
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Economic trends

Technology

Key Components of Organisational Success ` Adapt to changes and trends ` Manage their staff and resources ` Promote their products and services

Identify two workplace situations that require instructions. What type of instructions would you use in each situation? How would you structure the instructions?

Jane Curran was recently appointed supervisor of the Accounts Payable section of her firm. She was flattered by the appointment and determined that her section would be seen as efficient and highly productive. A month after her appointment, Jane summoned you to her office for an interview at 10 am. You arrived on time and waited outside the office for 15 minutes while Jane dealt with two other visitors and a lengthy personal phone call. When you entered the room, Jane remained seated behind a large desk littered with tall piles of documents. She nodded at you briefly and indicated that you should sit in a chair placed six feet from her desk. Without addressing you by name, she folded her arms, leaned back in her chair and, frowning, said Well you seem to have a problem. Student to do: List the negative nonverbal messages sent by Jane. Rewrite the passage, changing the negative cues to positive.

You have been asked to provide on the job training to a new employee. a. consider how you will go about the task b. divide the instructions into what the employee must know, could know and should know c. organise and order your information and materials d. instruct the new employee e. For this exercise you can use one of the following tasks, or any other task that you may have to do on the job. You have to show the new employee how to: y balance the petty cash y use the telephone system y greet a customer or any other task.

Assertiveness v Respect Work in groups to discuss the following statement. Ask students to consider where, in their lives, would assertiveness be considered rude or inappropriate? Assertive communication, that is being clear about what you want or mean, is usually considered a positive attribute in western business situations. However, there are some instances when asserting yourself may not be appropriate. a. When, in your experience, would assertiveness be inappropriate? b. b. What do you think the consequences of being assertive in these situations might be?

Effective Instructions a)What makes a set of instructions easy to understand? b. b)Think of a set of instructions you found difficult to follow. How could the instructions have been improved? c. c)People often learn how to do practical tasks in the work place from instructions given by their work colleagues. Why is it important for these instructions to be clear and complete?

Choose a workplace of your choice in groups of four. Appoint one person as a team leader and another as the Communication Manager of your organisation. Describe the communication channels required in your workplace to communicate with your staff. Think about workplace (employee) instructions, correspondence, announcements, on-going communication tools required to perform organisation goals etc.