Professional Documents
Culture Documents
11
Communication For
Business
PART A: INTERPERSONAL SKILLS
PART B: WORKING IN TEAMS
PART C: INTERACTING WITH CLIENTS
PART D: WRITING FOR BUSINESS
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division
12
Part A:
Interpersonal Skills
Chapter 1
Communicating at work
Chapter 2
Resolving conflict and negotiating
13
Communicating at work
Topics Discussed:
Chapter 1
Communication at work
Skills of a good communicator
The communication process
Sending and receiving
Non-verbal communication
Questioning skills
Active listening
Empathy
Cultural awareness
14
What is communication?
Communication involves:
Creating a shared meaning between people
Reaching a common understanding of an
idea or concept
Person-to-person
In a small group
In a meeting
In an organisation
In the mass media
15
Communication at Work
Who did I communicate with?
Client, colleague
16
Skills of a good
communicator
Good communicators:
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The Communication
Process
18
Feelings
Attitudes
Values
Experiences
Culture
Self-esteem
19
Interference
The message does not reach the receiver
The receiver misunderstands the message
Examples of interference:
110
Non-verbal
Communication
Eye contact
Facial expressions
The way we stand or sit
Gestures
The use of personal space
Voice characteristics
Spatial arrangements
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division
111
Questioning
Different types of questions help you
get the information you need:
Closed
Open
Probing
112
Active Listening
Listen actively to the answers by:
Attending
Following
Reflecting
113
Listening barriers
Barriers to effective listening:
Interrupting
Letting your emotions control your
listening
Inadequate background knowledge
114
Empathy
Uncovers
complex
needs and
concerns
Improves
relationships
Empathy
Supports
confidence
and selfknowledge
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division
Encourages
developmen
t and growth
115
Cultural Awareness
Value diversity and create empathy
by:
Valuing others
Taking other peoples needs, concerns and
values seriously
Showing interest
Using inclusive language
Avoiding generalisations and stereotyping
116