Download Communication

Communication
The Main Principles
of Communication
Interpersonal Skills:
• Verbal conversation: so being able to actually
speak to another person, comfortably, with
confidence.
• Lip reading: being able to tell what someone is
saying, even if you cant actually hear them.
• Signing: so for people who cant hear what
your saying e.g. deaf people, you are still able
to get a message across to them
Cues in verbal communication:
• Body language: so being able to understand how
people are feeling or there emotions when they are
talking based on how there body is acting whilst
communicating with them
• Nodding: so being able to ensure that what someone
is saying to you, or you to them is being understood,
simply by nodding your head and showing you agree
with what they are saying.
• Summarising and paraphrasing: shortening down
what you are saying in order to cover more in a
shorter space of time.
Questioning techniques:
• Closed questions: questions which the
answerer is restricted to what they can say,
usually a yes or no answer
• Open questions: questions where the
answerer is able to elaborate on what they
have to say
• Response times: the length of time it takes the
answerer to actually give a final answer
The Main Principle
• What makes good communication:
– The individual has to listen to the speaker to recall
what has been said.
– Either command or information which could be
relevant
– Otherwise work won’t be done to the best
standard
– Not just face-to-face, but can be done in large
groups.
The Main Principle
• Target Audience:
– Message has to suit the target audience it’s sent
to
– E.g. ‘Bradley Hand ITC’ would be a suitable font
to use in a business
• Hard to read and not a suitable colour (informal)
– Places like playgroups would use colours and
interesting fonts to attract a younger audiences.
– Both informal and formal messages need to be
treated in different ways
The Main Principle
• Things to consider:
– When writing a message you need to think about
• What you actually write (formal or informal, the right
information)
• How you want the receiver to interpret the message
• To clearly instruct someone on what to do with a piece
of information (attachments)
– Think ahead to avoid waffling in verbal or written
communication.
Internal and External
Communication
Internal Communication
• What is it?
– Information which is transferred within an
organisation
• Information can be sent from one department
to another
• Information can be transferred from one layer
of management to another
– E.g. Senior manager tells worker/employee what
task needs to be done.
Internal Communication
• Formats used:
– There are many formats that are used to transfer
information.
• E-mail (quick and easy messages which can be sent to a
large group of people)
• Memo’s (Brief reminder for worker about events going
on, e.g. meetings)
• Face-to-face (occurs when a more serious matter
arises)
• Reports (recording information, e.g. end of year
reports)
External Communication
• What is it?
– Information which is transferred to people outside
the organisation
• Type of people involved:
– Employees/Workers (to tell someone if they got
the job working for them)
– Public (advertising, e-mails telling them about
offers available)
– Stakeholders/investors (any future meetings)
– Other organisations (suppliers or curriers)
External Communication
• Communicating with the public:
– This requires clear and directive information about
something the business is offering
• E.g. NEXT could advertise about a 10% discount on all
clothing
• Communication with suppliers/curriers:
– Business would have to inform supplier about
materials needed
– Business would have to inform curriers about
deliveries needed to be made
• E.g. NEXT sending ordered clothes to customers
External Communication
• Types of communication:
– Telephone (Calling up other businesses to organise
either orders or meetings)
– Advertising (only for public, trying to promote
business)
– Websites (social websites such as Facebook or
Twitter)
– E-mails (sending distant e-mails to other
businesses/people outside business)
Verbal and Written
Communication
Verbal Communication
• What is it?
– One person communicating to another through
voice with instant response.
• Verbal communication used every day, even
when we don’t realise.
• As technology has improved, the same has
been done for verbal communication.
Verbal Communication
• Forms of communication
– Face-to-face (speaking to someone straight up,
with instant response)
– Phone calls (speaking to someone instantly, but
work further away)
– Video calls (used for meetings, involves people
from over seas)
Written Communication
• What is it?
– Messages, notes or requests, put onto paper or a
document and sent to other people.
• Written communication can come as:
– E-mails (messages that can include attachments,
can be sent to anyone)
– Letters (detailed message, informing person about
situations or events)
– Advertising (e.g. newspapers, magazines, leaflets,
E-mails, etc.)
Written Communication
• Written communication can include any
business that uses computers or has access to
E-mails.
Thank You for Listening to our
Presentation on Communication