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PROFESSIONAL ENGLISH, Relation, Importance, Importance, Because to avoid…
PROFESSIONAL ENGLISH
PROFESSIONAL COMMUNICATION & SKILLS
COMMUNICATION & CULTURE AT WORK
Factors that affect communication
people we communicating with (audience: employer, family members)
reason for communication (purpose: to inform, to instruct, to persuade, to ask for something, to disagree, to apologize)
Elements of effective communication
(a) politeness (concern for other people: addressing correctly, polite req vs giving orders, not wasting their time, used polite expressions, used careful and accurate language)
(b) formal rather than informal (guided by: formal vocab, contraction in writing, objectivity)
(c) considers the view point of readers and listeners
(d) used simple direct language
Reasons for communicating at work
(a) to feel respected and be respected
(b) to give and get credible information
(c) to create excitement
(d) to avoid something uncomfortable
Characters of communication process
(b) complete system (verbal, non-verbal, and written)
(d) mostly irreversible
(e) intentional and unintentional
(a) continuous process (interaction all the time)
(c) interactive, timely (formal & informal) and ever changing
(f) multi-directional (communicating with many people)
Types of communication at work
written (papers, emails, memos, notices, letters)
verbal (meetings, conferences, discussions)
non-verbal (body gestures, eye contact, attire)
Communication misconception
(a) communication could solve all problems
(b) more communication is better
(c) communication is always positive
(d) words can't be misinteprated
(e) communication is a natural ability
personal characteristics (age, gender, education, family background, life experiences, & communication habits)
VERBAL & NON-VERBAL COMMUNICATION
Verbal
def: process of communication through sending & receiving messages with the use of words
verbal message: spoken words (face to face or through telephone)
2 types communication: (a) interpersonal (b) mass
(a) inform others of our needs to impart knowledge; (b) gain clarification; (c) clarify misunderstandings & provide missing information
Theory of language (Charles Morris)
(a) semantics: study of the relationship between words & their referents, or the things designated
(b) syntactics: study of relationships among signs
(c) pragmatics: study of signs as used in actual situations
Non-verbal
def: process of communication through sending & receiving wordless messages
made of tone of voice, body language, gestures, eye contact, facial expression & proximity
support verbal communication; 93% contributuion
(a) express emotions; (b) communicate interpersonal relationships; (c) support verbal interaction; (d) reflect personality; (e) perform rituals; (f) reinforce the sincerity of verbal message
visual communication: conveyance of ideas & info in forms that can be looked upon
oral communication: conveyance of ideas & info in forms that can be listened to or spoken
Studies
(a) in Charles Darwin's book, "The Expression of the Emotions in Man and Animals" : argues that all mammals shows reliably in their faces
(b) Ray Birdwhistell: the most human communication occurs through gestures, postures, position & distance
(c) Albert Mehrabian: 3 main elements of communication
(i) verbal (7%) words that are spoken, the message
(ii) vocal (38%): intonation, projection, & resonance of the voice through which the message is conveyed
(iii) visual (55%): depicts the NV behaviors while speaking
Type
EFFECTIVE LISTENING
Facts
people listen to & understand only about a fourth of what is being communicated; and listening skills poorest when people interact with those closest to them
5 steps listening process
Bad listening habits
tunes out dry subjects; tunes out if delivery is poor; enters argument; listening to only facts; fakes attention; easily distracted; resists difficult material; & reacts to emotional words
Listening vs Hearing
listening: active; skill; intermittent
hearing: passive; natural; continuous
Guidelines for effective listening
(a) control the environment
(b) be alert
(c) be mentally prepared
(d) be emotionally prepared
(e) judge content, not delivery
provide feedback
Good listeners listen actively by
listen for concepts, key ideas, facts
able to differentiate: evidence vs argument, idea vs example, fact vs principle
analyze key points
look for unspoken messages
open minded
asked questions that clarify
take meaningful notes
INTERPERSONAL SKILLS
Types
(a) effective communication: goals are to listen & comprehend the message, and nodding to shows that you're listening
(b) assertive communication: able to deliver a message or issue in an effective manner, and should be concise & clear -- get feedback from coworkers
(c) anger management: don't direct anger at anyone & breaths to calm down or walk away
(d) conflict resolution: make direct compromises & listen to their side of the story,
(e) teamwork
Definition
skills that allows to communicate effectively using various techniques
INTRODUCTION TO COMMUNICATION
Definition
exchange of ideas, feelings, and information whether by speaking (verbally), writing, signals, or behavior (non-verbally)
3 steps
(a) thought: information exists in the mind of the sender (ideas, information, feelings)
(b) encoding: message is sent to receiver in words or other symbols
(c) decoding: receiver translates the words or symbols into an information where the receiver can understands
Barrier in communication
physical barrier
system design
attitudinal barrier
individual linguistic ability
physiological barrier
Relation
NV plays 5 different roles in conjunction to V message
NV can support, contradict, emphasize, substitute or complement a message
employers & managers should used NV to create respect, delegate responsibility & trust, solve problems & resolve conflict
Importance
Importance
Because to avoid poor performances and in need of feedback
most controllable & the most unconscious element