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BTEC L3 Systems The Principles of Effective Communication What is communication? • A way of expressing or exchanging ideas and thoughts between people. • Effective communication needs three main elements: Source Tool Recipient Principles of effective communication • They fall into 3 main areas: – General Communication Skills – Interpersonal Skills – Written Communication Skills GENERAL COMMUNICATION SKILLS... Cultural Differences • Show an awareness of the range of cultures and beliefs in the workplace, e.g. religious festivals, dress code, prayer etc. • What do you think that you would need to adjust, if the audience contained eastern and western people? • In pairs, discuss what types of things would need to be adapted – Make notes and be prepared to discuss these with the class Adapting to suit audience needs • Changing tone of voice can help keep audience attentive • Use of technical language to technical or nontechnical audiences. • Type of communication used – written, images, video, etc. Question and Answer • Q&A can be used to gather information from the audience • Potentially also allows audience to clear up misconceptions • Open and closed questions to assess understanding Q & A Exercise • If you were interviewing a new student for this course and you were trying to find out if they were really interested in Computing and IT, what questions would you ask? – Create 2 open questions – Create 2 closed questions – Create 2 probing questions • In pairs, try the questions out on each other • Make notes about whether the questions worked • Would you enrol this student? Accuracy • Very important that the information you present is accurate to help provide confidence to your audience Unit 1 Communication and Employability Skills Techniques for Engaging an Audience INTERPERSONAL SKILLS Methods • Verbal • Body language • Signing • Lip reading • Etc. Depending on your audience needs Can you think of any others? Techniques and Cues • Use of body language – the way you stand or move. • Tone of voice Active Engagement • Ways of showing engagement: – Nodding – Smiling – Use of hands Barriers • Background noise, distractions, etc. • What are the barriers in this room? • How could you deal with them? Types of Question • Closed Questions: – Is your favourite colour blue? • Open Questions: – What is your favourite colour? • Probing Questions: – Why is your favourite colour blue? WRITTEN COMMUNICATION SKILLS Email, letters & fax • Common forms of written communication in the workplace Spelling and Grammar • Correct spelling and grammar is essential for the recipient to understand and have confidence about the content of the documents that you write ‘Smilies’ or Emoticons • Ways of expressing emotions through text • When would it be appropriate to use them? • When would it not be appropriate to use them? Structure • Some documents have or need a particular structure or layout: – Business letters – Management reports – CV’s • Some others, less so: – Emails – but not always – Blogs, Tweets? – Texts? Proofreading • It is important to check your written communication for errors: – – – – Accuracy Misunderstandings Reputation Spelling, grammar, punctuation, sentence construction Reviewing and Editing • Check through the content and structure to ensure it meets the needs of the audience • Change (edit) the content if necessary Assessment Activity – Task2, P2 • Produce a second leaflet that explains the principles of effective communication. • It must discuss 3 points from each of the following areas: – General communications skills – Interpersonal Skills – Written Communication Skills