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Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–1
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 NSW—Access Division
1–2
Part A:
Interpersonal Skills
 Chapter 1
• Communicating at work
 Chapter 2
• Resolving conflict and negotiating
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–3
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
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–4
What is communication?
 Communication involves:
• Creating a shared meaning between people
• Reaching a common understanding of an idea
or concept
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–
–
–
–
Person-to-person
In a small group
In a meeting
In an organisation
In the mass media
• Improving efficiency and job satisfaction
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–5
Communication at Work
 Who did I communicate with?
• Client, colleague …
 Why did I need/want to communicate?
• Collect information, socialise …
 How did I communicate?
• Face-to-face, email …
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–6
Skills of a good
communicator
 Good communicators:
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•
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•
Speak and write clearly
Listen actively
Give feedback
Make eye contact
Avoid interrupting
Respect the views of others
Ask questions
Use appropriate non-verbal behaviour
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–7
The Communication
Process
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–8
Sending and Receiving
 Factors affecting the sender and receiver:
•
•
•
•
•
•
Feelings
Attitudes
Values
Experiences
Culture
Self-esteem
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–9
Interference
 The message does not reach the receiver
 The receiver misunderstands the message
 Examples of interference:
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•
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Rank, status, power
Equipment failure
Wrong channel
Ambiguity
Bias or prejudice
Emotional state
Fear of change, denial
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–10
Non-verbal
Communication
 Non-verbal communication does not use
words. It relies on:
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•
•
•
•
•
•
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 NSW—Access Division
1–11
Questioning
 Different types of questions help you get
the information you need:
• Closed
• Open
• Probing
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–12
Active Listening
 Listen actively to the answers by:
• Attending
• Following
• Reflecting
Active listening is a skill you learn
by PRACTICE.
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–13
Listening barriers
 Barriers to effective listening:
• Interrupting
• Letting your emotions control your listening
• Inadequate background knowledge
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–14
Empathy
Uncovers
complex needs
and concerns
Improves
relationships
Empathy
Supports
confidence and
self-knowledge
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
Encourages
development
and growth
1–15
Cultural Awareness
 Value diversity and create empathy by:
• Valuing others
• Taking other people’s needs, concerns and
values seriously
• Showing interest
• Using inclusive language
• Avoiding generalisations and stereotyping
Copyright  2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSW—Access Division
1–16