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Copy of COMMUNICATING WORK-RELATED INFORMATION UNIT 201

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rhian lewis

on 30 September 2015

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Transcript of Copy of COMMUNICATING WORK-RELATED INFORMATION UNIT 201

COMMUNICATING WORK-RELATED INFORMATION
UNIT 201
OBJECTIVES
Understand the principles and techniques of work related communication
Explain the principles of effective written business communications
Be able to communicate work related information verbally
Be able to communicate work related information in writing
Lets define what is meant by the word Communication.
The Concise Oxford Dictionary: -

Communicate is to
transmit or pass on by speaking or writing

Communication is
the act of imparting, especially news
You must select the most appropriate technique
The receiver of the information must be able to understand. To gain interest they must select the most appropriate technique to send it...
Written techniques include letters, email, work rotas and notices
Spoken techniques include interviews, presentations, meetings and telephone conversations
Good practice requires any communication should:
Have a clear purpose
Be planned and structured to suit the purpose
Use language that the receiver / audience will understand and accept
Use supporting non verbal techniques if they improve the clarity of the message
Allow for feedback from the receiver / audience so that the communicator can be sure the information is correctly understood

1. Lets have a look at the Shannon and Weaver Model handout
People have needs and expectations when communicating
Abraham Maslow
Motivation Theory

The communicator wants to persuade or influence.
People have needs and expectations
and the communicator should link these to the needs of the message.
Pg 5 activity " Misunderstanding"
Pg 7 & 8
What are the adverse consequences of ineffective communication?
Pg 9 & 10
Communicating alone is not
enough. The communicator
wants to persuade or influence.
The communicator should link these
to the message!
NEXT ...........................................................
2. Pg 11 & 12
Principles of effective verbal communications
Albert Mehrabian
The Decoding of inconsistent Communications
Lets read page 12

Barriers to communication
Lets complete page 14

Common barriers in the workplace
A Volunteer for the white board?
Lets list as many barriers
in the workplace as we can
Age
Power (position)
Authority (status)
Gender
Expertise and knowledge
Language (including jargon, acronyms
Perceptions
Disability (physical and learning)
Not listening
Environment
Personality and behavior of sender and receiver
Confidence
Culture
Peer Pressure
Values and beliefs
Inappropriate audience
Personal style
Advantages and disadvantages of different methods of communication


Pg 15 & 16
Effective Communication
C = Conciseness
C = Completeness
C = Courtesy
C = Clarity
C = Correctness
Pg 17
Behaviors for active listening
Non Verbal Behaviour
Open alert posture
Good eye contact
Encouraging gestures
Mirroring and pacing
Suspending judgement
Distinguish facts/feelings
Verbal Behaviour
Encouraging words
Clarifying
Paraphrasing
Summarising
Reflecting
open and probing questions
Pausing
Lets complete the self evaluation
on page 31 - 34
What techniques can be used to gain and maintain the interest of an audience?
Lets complete page 36.
Word search handout
Principles of effective
written communication

Lets work through
pg 38 - 46
Why is it important to check accuracy and the currency of information?
What level of confidence is needed with the information?
Distinguishing fact from opinion.
Lets look at
page 48 -49
Communicating in writing effectively
What house styles, if any does your organisation have?

pg 52 - 56 will refresh you.
HOMEWORK
Turn to unit 202 in your portfolios.
Answer 1.1 - 1.6 using the ILM key verbs
Write a personal statement for 2.1 - 2.5 on communicating verbally. Have this signed by your manager as a witness.
Gather a variety of evidence you have produced in writing
Croeso
I
Talk Training
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