Download Computer Concepts-Illustrated Introductory, Sixth Edition

Soft Skills for a Digital Workplace:
Verbal Communication
Unit A:
Understanding the Basics
of Verbal Communication
Objectives
Organize your messages
Use vocal elements effectively
Understand nonverbal language
Develop credibility
Give and receive feedback
Objectives
Overcome barriers to communication
Communicate ethically
Understand cross-cultural issues
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.
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
Organizing Your Messages
Spoken communication process
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
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
Using Vocal Elements Effectively
Effective vocal elements
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
Understanding Nonverbal
Language
Guidelines for nonverbal language:
 Maintain eye contact
 Present pleasant facial expressions
 Gesture appropriately
 Maintain good posture
 Keep your distance
Understanding Nonverbal
Language
Nonverbal language in the workplace
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.
Developing Credibility
To develop credibility:
 Speak objectively and accurately
 Strive for clarity
 Be consistent
 Demonstrate empathy and concern
 Remember Aristotle’s triangle
Developing Credibility
Credibility and empathy in speaking
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
you’re interpreting the message
correctly, and asking questions.
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
Giving and Receiving Feedback
Examples of positive and negative
feedback
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
Overcoming Barriers to
Communication
Language that creates and avoids
misunderstandings
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.
Communicating Ethically
Guidelines for communicating
ethically:
 Be truthful
 Present a balanced viewpoint
 Differentiate fact from opinion
 Disclose information clearly
 Be consistent
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
Technology@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.
Technology@Work: Web
Conferencing
Guidelines for web conferencing:
 Find a conference host
 Reserve a time
 Invite meeting participants
 Plan the visuals
 Record the conference
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.
Summary
Overcome barriers to communication.
Communicate ethically.
Keep cross-cultural issues in mind.