Communication Skills
L/O: To understand the key points of effective verbal
communication.
Key term: Communication = a way of expressing or exchanging ideas
and thoughts between one group and another.
Which way would a person communicate:
●
To the person next to them
●
To a person in the office two floors above them.
●
To an audience of 200 people.
●
To a person in another country.
Formalit
y
Geograp
hy
Potential
problem
Method
of
Communi
cation
Expense
Time
For 3 types of
communication
give a short
analysis. Check
the email
analysis on the
next slide.
Convenie
nce
People
may not
know
how to
use the
company
email
Potentialsystem
problem
Can be
formal
or
informal
Can be
sent all
over the
World.
Geography
Written
Skill
E mail
Cheap to
send
Very
quick
Time
Formality
Easy
to send
can
be sent
at
any time.
Cost
Convenience
Task 2: The ways that ICTIB communicate.
You need to create a presentation using Microsoft Office software.
This presentation needs to explore the ways that a company such as ICTIB
communicate with each other, their customers and their suppliers. Your
presentation needs to cover both face to face and remote forms of communication.
For example:
Situation
Giving a presentation to 200 students who may be thinking of buying a laptop.
Method of delivery
Powerpoint presentation.
Potential Problems
●The audience may not be able to hear the persons voice.
●The speaker may have a monotonous voice and the audience get bored.
●Some of the audience may have special needs e.g. hearing impaired.
Possible solutions to those problems.
●Use a microphone.
●The speaker rehearses and modulates the tone and pitch of their voice.
See the next slide for a list of possible situations where the company will
rely on good communication skills
Situations where the company will need to communicate well and may have problems.
With customers
On their customer helpdesk.
Manning stands at trade fairs and talking to customers 1:1 and face to face.
On line forums
With suppliers.
Talking to suppliers from another country.
Emailing suppliers
Writing letters
With each other
Having meetings.
Using email.
Using social networking sites.
Mobile phone talk/text
Twitter
Skype
You have 2 hrs class time to create
the presentation, you will be
presenting this presentation in front
of a small audience
General communication skills: cultural differences; adapting content and style
to audience eg modulating voice, terminology, format; providing accurate
information; differentiating between facts and opinions; techniques for engaging
audience interest eg changing intonation, use of technology such as multimedia or
use of animation in presentations; question and answer sessions
Interpersonal skills: methods for communicating interpersonally eg verbal
exchanges, signing, lip reading; techniques and cues eg body language, use of
intonation, use of ‘smileys’, capitalisation of text in emails; positive and negative
language; paying attention and active engagement eg nodding, summarising or
paraphrasing; understanding barriers eg background noise, distractions, lack of
concentration; types of question eg open, closed, probing; appropriate speeds of
Response.
Communicate in writing: following organisational guidelines and procedures;
identifying and conveying key messages in writing eg letter, fax, email; using
correct grammar and spelling; structuring writing into a logical framework;
identifying relevant information in written communications; reviewing and proof
reading own written work; conveying alternative viewpoints; reviewing and
editing documents created by others; note taking