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COMMUNICATING IN THE WORKPLACE

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COMMUNICATING IN THE WORKPLACE ITICOR0041A ELEMENT 1 ESTABLISH CONTACT WITH CLIENTS LEARNING OUTCOMES 1. Receive requests and inquiries from clients in a polite and ... – PowerPoint PPT presentation

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Title: COMMUNICATING IN THE WORKPLACE


1
COMMUNICATING IN THE WORKPLACE
  • ITICOR0041A

2
ELEMENT 1
  • ESTABLISH CONTACT
  • WITH CLIENTS

3
LEARNING OUTCOMES
  • 1. Receive requests and inquiries from clients in
    a polite and courteous manner.
  • 2. Create an effective service environment
    through verbal and non-verbal communication.
  • 3. Use questioning and active listening
    techniques to determine client support needs.

4
INTRODUCTION TO COMMUNICATION
  • Communication - is the two-way process of sending
    and receiving messages (instructions,
    information, ideas, thoughts, feelings, etc.)
    between two or more persons to create a common
    understanding.

COMMUNICATION DOES NOT ALL REQUIRE THE USE OF
WORDS.
5
Key Terms in defining communication
  • Communication is
  • A Process this means it is an ongoing activity,
    a series of actions that has neither beginning
    nor end.
  • An exchange /interaction between two or more
    persons.
  • Goal-oriented the goal is to create a common
    understanding.

6
Communication uses a number of different channels
including
  • Face-to-face
  • E-mail
  • Telephone
  • Radio
  • Television
  • Within these channels communication can be verbal
    and non-verbal.

7
What is meant by communicating effectively?
  • An effective communicator
  • Better understands his/her work environment
  • Works harmoniously with others
  • Works effectively and efficiently
  • Avoids accidents
  • Avoids making mistakes
  • Improves his/her productivity

8
People communicate for various reasons
  • To make contact with others.
  • To exchange information.
  • To influence others.
  • To resolve problems.

9
In a work environment who do we communicate with?
  • Internal and External Customers.
  • External Customers are persons outside of your
    organization who are the end-users of your
    product.
  • Internal customers on the other hand, are the
    people in your organization who need to use your
    services in the process of meeting the needs of
    the external customer.

10
  • You may not always realize how many people you
    come into contact with in the workplace.
  • The table below lists some of the persons with
    whom you may interact as you carry out your
    routine job functions.

Internal clients External clients
Fellow workers Supervisors Managers Trainees Janitorial staff Part-time staff Casual staff Customers Suppliers Designers Service Providers Contractors Consultants Sales representatives
11
The Communication Process
  • The communication process takes place in various
    situations for different reasons and has the
    potential for many different interpretations. It
    has several components. These are
  • A sender or communicator (the person giving the
    message)
  • A receiver or audience (the person/s who is
    getting the message)
  • Message (the information being sent, content.
    This can be written or spoken)
  • Channel/Medium the way the message is sent e.g.
    fax, telephone, or conversations, e-mail,
    letters, etc.
  • Feedback tells how well the message was received
    and consists of (verbal and non-verbal cues from
    the receiver to show he/she has understood the
    message)
  • Noise/Interference - the barriers or things that
    can stop the message being understood.

12
Diagrammatically, the communication process can
be represented as shown below
13
Key Factors/Stages in Successful Communication
  • Conceiving the Message what is the best means
    of getting your message across? For whom is the
    message intended? Ensure that your message suits
    the recipient(s) particular needs.
  • Encoding the message decide in advance the
    medium (or media mix) that will give you the best
    results. Will it be the telephone, letter, or
    e-mail, memo, in person? Choose wisely.
  • Selecting the communication channel make an
    intelligent decision regarding the channel
    selection before sending your message. Consider
    such elements as speed, confidentiality,
    simultaneous delivery of message, cost, accuracy,
    feedback needs, complexity of message, etc.

14
Key Factors/Stages in Successful Communication
(contd)
  • Decoding the message all incoming messages must
    be given priority treatment, routed promptly and
    time must be devoted to understanding their
    meaning. You must ensure that you do not act as a
    block to the message as a result of hostile
    feelings towards its sender, or from malicious
    rivalry, etc.
  • Interpreting the message Spend sufficient time
    on the incoming message to ensure that you
    interpret it correctly.
  • Feedback Communication is incomplete without
    the element of feedback unless the sender is
    given prompt and unambiguous feedback the
    communication is likely to be frustrated. No
    matter how busy you may be, when you are the
    receiver of a message, you must ensure that you
    give immediate feedback. In person- to -person
    oral communication, this is not generally a
    problem with written messages, you must exercise
    self-discipline and courtesy to ensure that you
    respond immediately to complaints, requests,
    orders, etc.

15
Breakdown in the Communication Process
  • You will find that from time to time that your
    message was not received as you intended.
  • When this happens the fault may lie in any one of
    several areas
  • A breakdown at any one of the stages noted above
  • Routing disrupted by interference of some sort.
  • Context and background of communication may have
    been misread.
  • Conflict may have arisen as a result of a
    breakdown at any one of the stages noted above.

16
Communication Skills
  • Mastery of the following skills is the hallmark
    of an effective communicator ensure that you
    spend the time required to develop these
    competencies.
  • Speaking
  • Listening
  • Questioning
  • Using and observing body language (non-verbal
    communication)
  • Writing
  • Reading

17
You will need all the skills listed previously to
carry out the following communication tasks at
work
  • Communicating with external and internal clients
    (including team members, supervisors and
    management).
  • Handling enquiries related to routine client
    support needs.
  • Clarifying and recording information (does not
    involve technical problem solving).

TIP! Good customer service relies on the good
communication skills of employees.
18
ANSWER THESE QUESTIONS
  • What is communication?
  • Give the difference between an external and
    internal customers.
  • List the ways in which people communicate?
  • What are the communication tasks you are likely
    to perform in your day to day activities?
  • Give three reasons for miscommunication?

19
RECEIVE REQUESTS AND INQUIRIES FROM CLIENTS IN A
POLITE AND COURTEOUS MANNER
  • The nature of the industry in which you work is
    one that has continuous client interface.
  • You will always be interacting with your
    colleagues and perhaps external clients.
  • In other words, you are in an environment that is
    highly customer driven.

This means you must be customer focused.
20
  • When a customer approaches you with a request
    or an enquiry, he/she comes with certain
    expectations and needs.

21
Client Expectations
  • 1. Product Service
  • Right product
  • Right price
  • At the right time
  • With a positive and helpful manner from staff

22
Client Expectations (contd)
  • 2. Treatment
  • Treat them as individuals
  • Treat them with respect and courtesy
  • Treat them intelligently
  • Listen to them
  • Understand them
  • Care about them

23
Client needs
  • To be understood (communication skills are
    required)
  • To feel welcome (be warm and friendly)
  • To feel important. To be treated as someone
    special. (always refer to them by name)
  • To feel comfortable. (Smile, be warm and
    friendly, reassuring, if necessary)

24
  • The way in which you greet your client sets the
    tone for the exchange and determines the way you
    will communicate with him/her in the future.
  • First impressions tend to be lasting and you
    never get a second chance to make a first
    impression!

25
Therefore you want to ensure that you
  • Greet him/her with a smile
  • Make eye-contact
  • Be friendly

26
The effective communicator is always courteous
and polite. S/he avoids
  • Interrupting
  • Contradicting
  • Irritating, unpleasant or discourteous speech
    mannerisms, gestures or posture
  • Fiddling with a pencil, doodling or indulging in
    other distractions
  • Showing off to impress others
  • Making someone look or feel small
  • Being over assertive
  • Losing his/her temper
  • Being condescending
  • Showing boredom or impatience

27
  • Instead s/he
  • Listens because s/he understands that not
    listening to someone is discourteous Pays keen
    attention, considering the implications of what
    is being requested or said. Looks at the client
    and provides him/her with feedback to show
    understanding.
  • Speech is appropriate to the circumstances.
    He/she chooses his/her words and expressions
    carefully, because s/he considers that people
    have different personalities and backgrounds
    that it is easy to offend and difficult to
    overcome its effect.
  • Body language matches spoken word

TIP! The polite and courteous handling of your
clients promotes a positive image of the
organization and its employees.
28
Organizational policies and standards
  • One of the first things you should do when you
    join an organization is to become very familiar
    with your responsibilities and job functions.
  • Make sure that you understand clearly the
    companys policies and procedures that relate to
    things such as
  • Answering client support enquiries
  • Answering the telephone
  • Writing messages
  • Handling on-line enquiries
  • The companys code of conduct
  • Service standards

29
Get into groups and act out the following
scenario
  • You are working at the Help Desk at Cyberspace
    Solutions during a time when new computers are
    being introduced.
  • One of the supervisors has difficulty using his
    computer.
  • On Friday morning the help desk phone rings.
    You recognize your supervisors voice. He doesnt
    greet you nor identify himself all you hear is
    my printer isnt working. It didnt work
    yesterday, or the day before, or the day before
    that. I have a conference to prepare for and I
    want fixed now!!
  • handle this situation in a polite and courteous
    manner.

30
CREATE AN EFFECTIVE SERVICE ENVIRONMENT THROUGH
VERBAL AND NON-VERBAL COMMUNICATION
31
  • The key to creating an effective service
    environment is to use communication skills to
    maintain a customer friendly atmosphere. This
    will not be possible if you confuse service
    with servitude.

32
Service - Assistance or benefit given to another.
Servitude - Slavery subjection bondage.
  • As you can see from the definitions above, there
    is no meeting ground between the two terms.
  • Hence every aspect of your communication must
    send the message, I am here to help you and It
    is my pleasure to assist you.
  • Effective communication generally involves both
    verbal and non-verbal messages.

33
VERBAL COMMUNICATION
  • Verbal communication is the use of words in a
    written or spoken form.

34
Written Forms
  • Written communication is one of the most reliable
    channels of communication and is a very important
    part of a business communication process.
  • Written communication in an office may include
  • Handwritten and printed materials (brochures,
    flyers, posters)
  • Electronic mail (e-mail)
  • Internal memos
  • Facsimiles (An exact copy or fake of an
    original. )
  • General correspondence
  • Telephone messages
  • Documented information

35
  • Effective Written Communication
  • There are 5 Cs of effective communication
  • Clear Write clearly so that the person reading
    it will not be confused and the meaning is
    unambiguous. Use short paragraphs, short
    sentences and simple language.
  • Concise Use as few words as possible to convey
    your thoughts. Avoid repetition and omit
    unnecessary information.
  • Correct Make sure you follow the rules and
    styles for business writing and that the
    structure and format for meeting the
    organizations standards.
  • Courteous This is polite and respectful
    writing. Write a letter to a customer in a
    business like yet friendly and courteous manner.
  • Complete Make sure that all the relevant
    information is included in the correspondence and
    that no details are left out.

36
Additional Guidelines
  • Respond to all correspondence in a timely manner.
  • Be sure to observe the rules of grammar,
    punctuation, and spelling
  • TIP! Check the style and format of all written
    correspondence. Both the hard copy and the soft
    copy should be proofread and corrections made to
    spelling, grammar, style and format before the
    document is dispatched.

37
ACTIVITY
  • Your supervisor has asked you to handle an
    electronic request for 2 printers to be installed
    in one of your regional offices immediately.
  • However, you will not be able to fulfill that
    request for another ten days when a new shipment
    arrives.
  • Respond to the writer of the request by e-mail.

38
Oral Communication
  • This is the simplest form of communication.
  • However, it is not successful or effective unless
    the sender and the receiver of the message
    understand the information in the same way.
  • Good oral communication skills are critical
    because many workplace activities require you to
    speak.
  • These include
  • Client/colleague reception
  • Telephone conversations
  • Taking part in meetings
  • Handling inquiries
  • Handling client support needs
  • Clarifying information
  • Making presentations

39
  • Oral communication has two basic components-
    what and how.
  • What relates to content, the skill in
    organizing thoughts and ideas in a structured and
    sequenced order that listeners can easily follow
    and absorb.
  • How relates to the tone of the message, the way
    you use your voice intonation, expression and
    emphasis to promote its successful delivery.
    Thus, successful oral communication is a happy
    blend of organization and delivery skills.

40
  • The first rule of speaking is to think about what
    you are going to say before you say it.
  • Consider the following
  • What you want to say
  • How you want to say it
  • Whether the message is getting through

Ask yourself, is the message acceptable?
41
Think first!!
  • Prepare what you want to say.
  • If you dont, you may have to start again and the
    client will lose confidence in you.
  • Avoid using slang it is unprofessional and will
    annoy some clients

42
How must you say it?
DO DONT
Speak clearly. (Some clients may have difficulty in hearing you. Your mouth should be free of chewing gum and other food). Let your sentences trail off. (It gives the impression that you are uncertain).
Keep the volume moderate Use a sharp tone. (You could sound aggressive).
Put expression in your voice and watch your rate of speech. Do not sound monotonous or sing-song nor speak too fast. (Customer may not be able to follow you).
Speak too slowly. You could sound patronizing
43
ACTIVITY
  • READ PAGE 17 OF YOUR LEARNER GUIDE

44
Non-verbal Communication
  • Everything you do carries a non-verbal message.
  • For example, a well-typed letter on good quality
    paper with an attractive letterhead will carry a
    non-verbal message that this organization is
    efficient and takes pride in its work.
  • On the other hand, a few words hastily scribbled
    on cheap and tattered paper with dirty
    fingerprints on it will carry quite a different
    message.

45
  • The importance of non-verbal communication is
    increasingly being recognized. Estimates vary,
    but it is generally understood that only
  • 7 per cent of any message is conveyed by words.
  • 38 per cent of any message is conveyed by vocal
    non-verbal communication (e.g. tone, volume,
    speed).
  • 55 per cent of messages are interpreted by face
    and body non-verbal communication.

46
Non-verbal communication may be classified as
  • Body language communicating with parts of your
    body.
  • Voice - the quality, volume, pitch, tone, etc.
    of the voice hint at your emotions and will
    indicate things about you that are not expressed
    in the words.
  • Space how near or far you stand away from
    others (distance) conveys a message. This varies
    from intimate distances with close friends or
    family to social distances with strangers.
  • Physical characteristics and appearance - a
    persons build, hairstyle, clothes and general
    appearance send very strong messages.
  • Posture indicates your feelings or attitudes at
    the time. Posture can be open or closed
    (defensive).
  • Symbols, signs, visual displays and signals

47
Non-verbal communication has several functions.
It may
  • Support or reinforce verbal messages this
    clarifies the senders intention.
  • Contradict/invalidate verbal messages when the
    non-verbal cues send a different message from the
    words then the receiver tends not to trust what
    is being said.
  • Replace, or substitute for, verbal messages
    using non-verbal messages may be more appropriate
    in some settings/environment as it may be
    impossible to send a verbal one.
  • Regulate verbal messages non-verbal cues can
    temper or change the content of verbal messages.
    For example, a confused look on the face of the
    receiver may cause the sender to rephrase or
    repeat the message.
  • Change the flow of the verbal messages a
    speaker, in responding to a non-verbal cue, may
    decide to talk faster or slower.

48
Generally, communication is most effective when
the non-verbal cues support/reinforce the spoken
word.
  • Despite their power to communicate, however,
    non-verbal cues can be misinterpreted,
    particularly since they are culturally biased.
  • The following slide provides a list of the
    non-verbal communication common in the work
    environment and their usual associated meanings
    in western societies.

49
NON-VERBAL CUE ASSOCIATED MEANING
Gestures
Finger wagging Disagreement
Open palms with fingers pointing up, palms out and hands moving forward. Emphasis Very important information.
Baton-like pointing movements of the arms and hands. Punctuate words Control.
Hand or finger covering the mouth. Embarrassment Reluctance to speak.




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