4.01Summarize verbal and non-verbal communication - PowerPoint PPT Presentation

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4.01Summarize verbal and non-verbal communication

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Title: 4.01 Summarize verbal and non-verbal communication Author: Beth Last modified by: WSFCS Workstation Created Date: 5/29/2006 5:50:47 PM Document presentation format – PowerPoint PPT presentation

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Title: 4.01Summarize verbal and non-verbal communication


1
4.01 Summarize verbal and non-verbal
communication
2
COMMUNICATION
  • THE PROCESS OF TRANSMITTING MESSAGES BETWEEN ALL
    INVOLVED PARTIES.
  • TO COMMUNICATE EFFECTIVELY
  • BUSINESS SUCCESS IN MARKETPLACE
  • PERSONS SUCCESS IN WORKPLACE

3
COMMUNICATION PROCESS
SENDER
ENCODE
CHANNEL
DECODE
RECEIVER
FEEDBACK
4
  • MESSAGE
  • Information, ideas, or feelings being
    expressed.

5
  • CHANNEL
  • USED TO DELIVER MESSAGES TO SENDERS AND
    RECEIVERS.
  • (THE APPROPRIATE CHANNEL MAY DEPEND ON THE
    MESSAGE)

6
  • SETTING
  • WHERE COMMUNICATION TAKES PLACE.
  • (Auto salesperson communicates with customer at
    auto dealership)

7
  • BARRIERS
  • ANY INTERFERENCE WITH THE MESSAGE.
  • - NOISE, DISTRACTIONS, OR INTERUPTIONS.
  • - INTERFERENCE WITH SENDING OR RECEIVING THE
    MESSAGE.
  • - LANGUAGE BARRIERS.
  • - INFORMATION OVERLOAD.

8
VERBAL COMMUNICATION
  • THE ABILITY TO CONVEY MESSAGES USING WORDS.
  • ONE-ON-ONE SPEAKING
  • GROUP SPEAKING
  • LISTENING SKILLS

9
  • SPEAKING SKILLS ARE IMPORTANT FOR ONE-ON-ONE
    CONVERSATION OR PRESENTATIONS TO A GROUP.

10
ONE-ON-ONE SPEAKING
  • FACE-TO-FACE OR OVER THE PHONE.
  • - WORD CHOICE, TONE OF VOICE FRIENDLY,
    SINCERE, INTEREST IN CUSTOMER.
  • - FULL ATTENTION SHOULD BE PAID TO THE
    CUSTOMER.
  • - WHEN TAKING A PHONE MESSAGE WHO, WHAT, WHEN,
    WHERE, RETURN PHONE NUMBER, AND MESSAGE.
  • - TELEPHONE ORDERS MUST BE RECORDED COMPLETELY
    AND ACCURATELY REPEAT TO VERIFY.

11
GROUP SPEAKING
  • MAY OCCUR FORMAL OR INFORMAL SETTINGS.
  • WHEN CREATING AND PRESENTING
  • TAILOR FOR SPECIFIC AUDIENCE.
  • ORGANIZE IN A LOGICAL FORMAT.
  • VISUAL AIDS TO ENHANCE PRESENTATION.
  • SPEAK CORRECTLY, CLEARLY, SLOWLY, AND
    DISTINCTLY.
  • REHEARSE BEFORE DELIVERY.

12
LISTENING SKILLS
  • LISTENING SKILLS ARE CRITICAL FOR UNDERSTANDING
    MESSAGES.
  • RECEIVER MUST LISTEN TO AND UNDERSTAND THE
    MESSAGE IN ORDER TO RESPOND.

13
TECHNIQUES TO ACTIVE LISTENING
  • KNOW THE PURPOSE OF THE COMMUNICATION.
  • LISTEN FOR MAIN IDEAS.
  • TAKE NOTES IF NECESSARY.
  • OFFER FEEDBACK.
  • EVALUATE THE MESSAGE.

14
NON VERBAL COMMUNICATION
  • THE ABILITY TO CONVEY MESSAGES WITHOUT USING
    WORDS.

15
NON VERBAL COMMUNICATION
  • BODY LANGUAGE
  • FIRST IMPRESSIONS
  • PERSONAL APPEARANCE

16
BODY LANGUAGE
  • HAND GESTURES
  • FACIAL EXPRESSIONS
  • EYE CONTACT
  • BODY MOVEMENTS

17
FIRST IMPRESSIONS
  • LASTING IMAGES
  • MAKE JUDGMENTS
  • HANDSHAKE

18
PERSONAL EXPERIENCE
  • DRESS
  • GROOMING
  • POSTURE

19
WRITTEN COMMUNICATION
  • WRITING SKILLS ARE IMPORTANT
  • FOR EFFECTIVE COMMUNICATION WITHIN A BUSINESS.
  • AND BETWEEN BUSINESSES.
  • WRITTEN DOCUMENTATION IS IMPORTANT
  • OFTEN REQUIRED IN THE WORKPLACE.
  • SPELLING, GRAMMAR, AND SENTENCE STRUCTURE IS
    CRITICAL.

20
FORMS OF WRITTEN COMMUNICATION
  • BUSINESS LETTERS FORMAL METHOD TO COMMUNICATE
    OUSIDE A BUINESS.
  • EMAIL FAST, INFORMAL COMMUNICATION INSIDE AND
    OUTSIDE A BUSINESS.
  • MEMORANDUM BRIEF WRITTEN MESSAGE USED WITHIN A
    BUSINESS.

21
  • BUSINESS REPORTS LENGTHY FORMAL DOCUMENTS
    COVERING A VARIETY OF SUBJECTS.
  • COMPANY PUBLICATIONS GRAPHICALLY DESIGNED
    MATEIALS PRODUCES FOR INTERNAL OR EXTERNAL USES.
  • READING SKILLS
  • ESSENTIAL TO OBTAIN A JOB.
  • USED DAILY IN ALL OCCUPATIONS.

22
TECHNIQUES TO IMPROVE READING
  • HAVING A PURPOSE
  • SCAN THE MATERIAL
  • FOCUS ON THE MATERIAL

23
WORKPLACE COMMUICATION INCLUDES
  • FACE-TO-FACE COMMUNICATION
  • ADVANTAGES
  • DIRECT CONTACT
  • USE OF NON-VERBAL COMMUNICATION
  • IMMEDIATE FEEDBACK
  • DISADVANTAGES
  • SCHEDULES MAY BE DIFFICULT TO ARRANGE
  • TRAVEL MAY BE COSTLY
  • EMOTIONS MAY GET OUT OF CONTROL

24
WORKPLACE COMMUICATION INCLUDES
  • VIDEOCONFERENCING
  • ADVANTAGES
  • ALMOST AS GOOD AS BEING IN THE SAME LOCATION.
  • LESS EXPENSIVE THAN TRAVELING.
  • ALLOWS NON-VERBAL COMMUNICATION AND VISUALS.
  • DISADVANTAGES
  • EQUIPMENT, SOFTWARE EXPENSIVE.
  • LACK OF INFORMAL CONVERSATION AMONG PARTIES
    INVOLVED.

25
WORKPLACE COMMUICATION INCLUDES
  • VOICE ONLY TELEPHONE
  • ADVANTAGES
  • IMMEDIATE FEEDBACK.
  • INEXPENSIVE AND CONVENIENT.
  • MAY LEAVE MESSAGES/VOICE MAIL.
  • DISADVANTAGES
  • NO VISUAL FEEDBACK OR NON-VERBAL COMMUNICATION.
  • MAY BE DIFFICULT TO REACH THE PARTY.
  • LACK OF OPPORTUNITY FOR PRODUCT DEMONSTRATIONS.

26
WORKPLACE COMMUICATION INCLUDES
  • WRITTEN MESSAGES (LETTERS, MEMOS, AND EMAILS)
  • ADVANTAGES
  • ABILITY TO CAREFULLY PREPARE THE MESSAGE.
  • CONSISTENT INFORMATION DELIVERED TO PARTIES.
  • PROVIDES WRITTEN RECORD.
  • DISADVANTAGES
  • LACKS IMMEDIATE FEEDBACK.
  • WRITTEN MESSAGES MAY BE MISUNDERSTOOD.
  • MESSAGES CAN BE LOST, IGNORED, OR PICKED UP BY
    THE WRONG PERSON.

27
HOW TO ORGANIZE AND PRESENT IDEAS
  • KNOW THE AUDIENCE
  • KNOW THE PURPOSE
  • KNOW THE SUBJECT
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