Soft Skills for a Digital Workplace: Verbal Communication Unit A: Understanding the Basics of Verbal Communication

1
Soft Skills for a Digital Workplace Verbal
Communication Unit AUnderstanding the Basics
of Verbal Communication
2
Objectives

• Organize your messages
• Use vocal elements effectively
• Understand nonverbal language
• Develop credibility
• Give and receive feedback

3
Objectives

• Overcome barriers to communication
• Communicate ethically
• Understand cross-cultural issues

4
Organizing Your Messages

• In verbal communication, one person sends a
  message to another person or group using speech.
• Communication is successful when the speaker and
  listener understand each other.
• After receiving a message, the listener must
  decode its meaning.

5
Organizing Your Messages

• To organize your messages and clarify their
  meaning
• Start with what your listener needs to know
• Limit the amount of information
• Eliminate unnecessary words
• Make your messages relevant to your listener
• Take a direct approach
• Pause occasionally

6
Organizing Your Messages

• Spoken communication process

7
Using Vocal Elements Effectively

• In conversation, your voice is the channel you
  use to communicate.
• People listen to the vocal elements of your
  speech.
• Vocal elements include
• Voice inflections
• Rate of speech
• Volume
• Tone

8
Using Vocal Elements Effectively

• To use vocal techniques effectively
• Change the speed of your voice
• Shift the pitch of your voice
• Control the volume of your voice
• Punctuate with pauses
• Articulate clearly

9
Using Vocal Elements Effectively

• Effective vocal elements

10
Understanding Nonverbal Language

• Body language and nonverbal signals add meaning
  to your message.
• Nonverbal language includes
• Hand and arm gestures
• Eye contact and movement
• Facial expressions
• The position of your body
• Your overall appearance
• Your audience uses nonverbal language to help
  interpret your message

11
Understanding Nonverbal Language

• Guidelines for nonverbal language
• Maintain eye contact
• Present pleasant facial expressions
• Gesture appropriately
• Maintain good posture
• Keep your distance

12
Understanding Nonverbal Language

• Nonverbal language in the workplace

13
Developing Credibility

• Credibility is a perception that others have of
  your believability.
• Credibility is closely associated with trust, a
  crucial element in personal and professional
  relationships.
• A lack of trust can undermine what you say.

14
Developing Credibility

• To develop credibility
• Speak objectively and accurately
• Strive for clarity
• Be consistent
• Demonstrate empathy and concern
• Remember Aristotles triangle

15
Developing Credibility

• Credibility and empathy in speaking

16
Giving and Receiving Feedback

• Giving and receiving feedback lets speakers know
  that listeners received and understood the
  message.
• As a speaker, you receive feedback about how
  others perceive you and your message.
• As a listener, you can improve communication by
  providing feedback such as nodding if you
  understand the message, paraphrasing to make sure
  youre interpreting the message correctly, and
  asking questions.

17
Giving and Receiving Feedback

• Guidelines for giving and receiving feedback
• Emphasize the positive
• Be tactful
• Depersonalize negative messages
• Provide solutions
• Choose your location and timing
• Give others permission to disagree with you

18
Giving and Receiving Feedback

• Examples of positive and negative feedback

19
Overcoming Barriers to Communication

• Obstacles can prevent or disrupt the effective
  communication of meaning.
• To overcome barriers of communication
• Use appropriate language
• Make your messages clear
• Send consistent signals
• Use the appropriate medium
• Reduce physical distractions

20
Overcoming Barriers to Communication

• Language that creates and avoids
  misunderstandings

21
Communicating Ethically

• Ethics deals with principles for acceptable
  conduct, and usually refers to honest, fair
  behavior and decisions.
• Ethical and legal behaviors often overlap, but
  are not the same.

22
Communicating Ethically

• Guidelines for communicating ethically
• Be truthful
• Present a balanced viewpoint
• Differentiate fact from opinion
• Disclose information clearly
• Be consistent

23
Understanding Cross-Cultural Issues

• Your cultural influences can affect your
  communication.
• Guidelines for cross-cultural communication
• Keep your messages simple
• Speak slowly and clearly
• Watch for signs of understanding
• Listen carefully and uncritically
• Avoid cliches and idioms

24
Technology_at_Work Web Conferencing

• Web conferencing tools are software and services
  that let you use an Internet-connected computer
  to meet with others and communicate orally.
• Web conferences are popular for training and
  demonstrations.

25
Technology_at_Work Web Conferencing

• Guidelines for web conferencing
• Find a conference host
• Reserve a time
• Invite meeting participants
• Plan the visuals
• Record the conference

26
Summary

• Effective communicators organize their messages
  so they are clear, logical, and easy for the
  listener to understand.
• Use vocal elements effectively.
• Use nonverbal language appropriately.
• Develop credibility.
• Give and receive feedback appropriately.

27
Summary

• Overcome barriers to communication.
• Communicate ethically.
• Keep cross-cultural issues in mind.