Download Communication Unit

Communication
What is Communication?
• The process of
exchanging
information, ideas,
and feelings between
a sender and a
receiver
Why is it important?
• Helps to develop positive interpersonal
relations
• Helps to conduct successful business
activities
The Six Primary Elements of
Communication
1. Senders and
Receivers
2. Messages
3. Channels
4. Feedback
5. Blocks (Barriers)
6. Setting
Senders and Receivers
• Every message must be sent, received,
and understood
• Two kinds of communication
– Verbal : speaking and writing
– Non-verbal : facial expressions and body
language (gestures, movements, and
mannerisms)
Verbal Communication
• Involves the use of
WORDS
–
–
–
–
Reading
Writing
Listening
Speaking
• All of these skills are
necessary to be
successful in
business
Verbal Communication
Reading and Writing Skills
• In work situations, people are expected to
read, write, and understand many types of
written materials
Memos
Instructions
Requests
Books
Letters
Reports
Verbal Communication
Listening Skills
• Active listening is the process of giving the
speaker some type of feedback that
indicates the messages are being received
and understood
– A nod, smile, or simple direct eye contact
Verbal Communication
Speaking Skills
• Used in:
– One on one conversations
– Group settings
– Presentations
• Speaking clearly helps your audience
receive the message correctly
• Your quality of speech influences others
impressions of you.
Non-Verbal Communication
• The sending and
receiving of
messages without
using words
–
–
–
–
Body language
Physical appearance
Pictures/Drawings
Flags
Messages
• The substance of any
form of communication
(the information the
sender wants to share)
• Avoid nonstandard
language (slang) to
ensure that your
message is understood
Channels
• The avenues by which the
message is delivered
– Face to Face
– E-mail
– Telephone
– Faxes
– Business Letters
Feedback
• The receivers response to
the message
• Allows the participant to
clarify the message and
know that both parties are
clear
Blocks (Barriers)
• Something that
interferes with
understanding the
message
• Three primary blocks
– Distractions: noises,
conversations
– Emotional blocks: when
a listeners biases interfere
– Planning a response
Setting
• Where communication
takes place
• Should be size appropriate
depending on the size of
the group
• Should have minimal
distractions
Why is this important…to me?
• Studies have shown
that 70% of our
waking hours are
spent communicating
• Most jobs in business,
particularly marketing,
require good
communication skills