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The importance of literacy or communication skills in office…
The importance of literacy or communication skills in office administration
verbal communicating
call management skills
speak distinctly and clearly
no slang
enthusiasm
pitch
lower pitch gives listeners more confidence in what is being said
relax body, high pitch can be perceived as feelings of nervousness or frightened
formality
avoid slang, representing company
use proper degree of formality when speaking to co-workers and clustomers/clients
tone
conveys attitude or emotion
be aware of tone to send correct message
pace
avoid speaking too quickly - chance of listener missing parts of your message
avoid speaking too slowly - chance of listener losing interest
be aware and speak at a medium pace
volume
avoid speaking too loudly - chance of listener becoming frustrated
avoid speaking too low - chance of listener constantly asking you to repeat yourself
try to speak at a volume that will be understood to avoid miscommunication
written communication
e-mails
short forms of communication
proper grammar
quick way to receive and send information/questions
letters
more formal form of communication
represents company to customer/clients etc.
proper formatting and grammar
reports
minutes
after meeting report
effective note taking skills required
itinerary
agendas
handed out during meetings must be effective and properly formatted/written
formal written report
memos
represents company, create goodwill
must be able to create a written message to communicate with the office
writing notes from voicemails
quick and clear written notes
plays into listening skills
organizational skills
effective writing involves planning, composing, editing, proofreading, and publishing messages.
planning skills
ask yourself the "w" question
who?
what?
when?
where?
why?
make an outline
jot down ideas
composing
organize message content
direct
indirect
persuasive approach
writing based on objectives and a plan developed for the message (ex. business messages)
opening paragraph
developmental paragraphs
closing paragraph
editing
proofreading
publishing
non-verbal communication
eye contact
No eye contact = lack of concern or interest
shows compassion at times
smile
signals care and eagerness
positive energy
asses situation, if customer is angry smile may come off as rude
body language
body motions
gestures
facial expressions
face shows interest and attention
when customer/client is angry avoid using facial expressions that may be perceived as mocking
sitting up straight
slouching suggests bored
shows you are aware and invested
cultural non-verbal communication
how far to stand
hand gestures
aid you in communicating with clients/customers
listening skills - different situations calls for a different listening approach in the office
casual - simple chit chat between co workers
when speaking to colleagues
objective to relate to others
active listening - goal-oriented
Informative (ex. manager gives instructions)
hear, understand, and remember information
remembering important information
emphatic (ex. in customer service)
hear, understand, and offer feedback- showing you have understood the message
let callers know complaints or opinions are understood
evaluative (ex. booking flights for manager)
hear, understand, and judge
evaluate if what is being said is useful, accurate, or interesting
reflective (ex. co worker needs assistance)
hear, understand, and offer feedback- judgement free
help speaker reflect on objectives or feelings
effective- knowing when and how to listen in certain scenarios helps improve workplace relations in office admin
full attention to speaker
open mind
determine what type of active listening is required for specific conversations
focused on understanding