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Communicate in the WorkplaceHSC REVISIONImportance of communication in an entertainment industries workplace/organisation.The development of effective communication skills can greatly affect:398335585090 How could poor communication affect workplace productivity? What are some effective communication skills?0 How could poor communication affect workplace productivity? What are some effective communication skills?? The quality and delivery of customer service? Workplace productivityEffective communication skills can also assist you when:? Resolving complaints and handling confrontations? Participating in staff meetings? Maintaining your personal rights as an employee? In a learning and/or training situationHow to access and validate sources of information relevant to the entertainment industries.To enhance your own knowledge and skills, there are many sources of information to help with this in the workplace. Some examples are:? Reference books at the library ? Company procedural manuals? Equipment instructional manuals ? Company training sessions? Equipment supplier training ? Supervisors? Experienced colleagues ? Industry journals? Job descriptions ? Role statements Find the name of an Entertainment Industry Journal If an information source is valid, what does this mean? How can you validate a source?Strategies for obtaining, understanding and clarifying instructions/procedures ? active listening – What do you think this is?_______________________________________________________________________? open and closed questions – What’s the difference?_______________________________________________________________________Brief overview of the communication process/cycle298323026670The sender must:? Relay the m________ in a clear and easily und__________ manner? Use an appropriate delivery mode to the receiver (face to face, telephone, memo, email)? Avoid technical jar_______ or unfamiliar terminology? Confirm the message has been rec_________00The sender must:? Relay the m________ in a clear and easily und__________ manner? Use an appropriate delivery mode to the receiver (face to face, telephone, memo, email)? Avoid technical jar_______ or unfamiliar terminology? Confirm the message has been rec_________-4318078740The receiver must:? Listen or read the message ? Interpret the message? Separate what is not understood and request clarification through questioning? Provide feedback and confirmation to the senderThis would require the receiver to develop skills in:? Listening and/or reading ? Questioning ? Interpretation of words? Providing feedback Next to each, say whether it is a sender responsibility, receiver responsibility or a responsibility of bothFeedback _______________________Relay clear message ____________________Questioning _____________________Interpretation ________________________Writing ________________________Confirmation _________________________Select delivery mode ______________Clarification __________________________Types of communication: ? verbal - face-to-face - telephone/mobile phone - answering machine/voice mail ? nonverbal ? written. Give some examples of the above:Verbal communication may include: ? answering enquiries from clients Should you try to commit messages to memory? Explain _______________________________________________________________________FACTORS AFFECTING ACCURACY - Examples are:? The person on the other end of the phone is hard to hear? The person giving you a message over the telephone or face-to-face has an accent that is difficult to understand? The message being given is hard to understand? Too many distractions are around when on the telephone or speaking with someone? You are not focusing on what is being said? Your bad listening habits come into play (day dreaming, interrupting, you are easily distracted, etc)Answering telephone callsHow you answer a call has a major effect on the image of the business and leaves a lasting impression on the caller.A caller could get the wrong impression if:? It takes many rings before the phone is answered (or not enough rings, so they are unprepared)? The phone is answered in an unprofessional manner? The person answering the phone is hard to understand, talks too quick, or rushes through the process? The tone of voice indicates boredom, intrusion, lack of interest, unfriendliness What are the correct procedures for answering a phone call?The importance of communicating in language that is: ? clear ? concise ? purposeful? correct ? courteous ? culturally sensitive.Avoid the following (define these terms):Colloquialisms Slang Profanity Thinking about culturally sensitive communication, why are slangs and colloquialism inappropriate? ___________________________________________________________________________________________________________________________________ Who are your ‘communication role models’? _____________________________________Effective verbal communication including:? appropriate language (see above) ? clear voice ? audible volume ? courteous tone? active listening ? asking questions or rephrasing to clarify or confirm understanding.ACTIVE LISTENINGThe most intense form of listening is active listening. The only thing that the listener does is listen. The listener avoids directing the conversation or leading the conversation in a certain direction, and gives the speaker their undivided attention. An active listener empathises with the speaker and only gives feedback if it is beneficial for the speaker. An active listener asks questions regularly to make sure he/she has the information correct. Summarise active listeningEffective communication techniques in relation to nonverbal communication including:? body language ? personal space.Body language can speak as loudly, if not more, than words coming out of your mouth. Body language reinforces what you say. ? Maintain eye contact whether you are speaking or listening to someone? Slightly tilt your head as you listen to the speaker? Gently nod your head as you agree with the speaker? Use appropriate facial expressions in line with the tone of the conversation Why is it important to understand body language?The use of personal space or the acceptance of a person in their space depends on a person’s relationship with the other, the mood the person is in, or the environment in which the conversation may be taking place. Evaluate the following as ‘good’ or ‘bad’ uses of personal spaceHugging a new customer as a greeting ____________Kissing the boss on the cheek _____________Patting one of your close work colleagues on the shoulder ____________You stand near someone and they have their arms tightly folded ___________You shake hands with a visiting company executive _________Effective questioning techniques: ? open ? closed ? reflective.To be able to understand a speaker’s/sender’s message, you may need to ask some clarifying questions. There are three types of questions:Closed questions require very quick and short answers, mainly Yes or No, and often begin with‘Do’, ‘Does’, ‘Can’ or ‘Will’.Open questions require a more extensive answer, and generally begin with ‘How’, ‘When’, ‘Where’,‘Why’, or ‘What’.Reflective questions do not require a Yes or a No answer, and always require some reflective thought to come up with an answer. Write 2 types of each question:Factors affecting the selection of particular communication equipment:? technical and operational features? access of the sender and receiver to necessary equipment? technical skills required to use the medium ? required format? degree of formality required ? urgency and time frames ? portability ? plete the chart for the following communication equipment. Rate each column from 1 to 5. 1 is negative and 5 is positiveAccessTechnical Skills RequiredTime framePortabilityCost As someone working in the Entertainment Industry, list the different types of people that you would need to communicate with?How to get and interpret feedback Highlight the following that would provide you with feedback:Performance review Company policy document Conversations with supervisorWork journal/log Work appraisal Faxes Memorandum An understanding of the purpose and use of a range of written correspondence including:Written CorrespondencePurpose/use? electronic mail? facsimiles? general correspondence? internal/external memorandums? telephone messages? proformas? forms? letters? receipts? customer/client records.The importance of the following skills in written communications: What would the possible consequences be if your communications had poor spelling and grammar? Complete the following:Insert an apostrophe in its proper place.Carols car needed a tune up. The boys bikes were stolen. Ive seen the new movie.Havent you finished the job yet?? Insert parenthesis (brackets) in the appropriate places in each sentence.Carol was washing her car the third time this week when it started to rain.The time it took 3-4 hours was a too long for the job.At the barbeque was Sam he grew a beard and his wife Jane.Layout and features of business documents including:? correspondence (faxes, memos, letters and emails)? database reports (customer/client records)? sales records ? forms (manual and electronic) ? invoices (from suppliers and to debtors).421195537528500173355404495 Correctly NAME each of the following documents and highlight the key information that it contains: No need to highlight anything on this one, but, how does it differ from the others, what is its purpose? ______________________________________________________________________________________________________________________________________________-20764512704659630340995As you have seen, each form of written communication has a ‘standard layout’ with information that is expected to be included.00As you have seen, each form of written communication has a ‘standard layout’ with information that is expected to be included.Barriers to effective communication including:? bias and stereotyping ? lack of empathy ? negative subtext ? gender issues ? individual differences ? inconsistency ? emotions ? physical barriers, eg noise ? inattention ? pressure of timeCommunication breakdown can occur for several reasons and can happen with written or oral delivery. Communication breakdown is a sign that the information communicated has been either misinterpreted or the meaning has been munication breakdowns can occur when:? Inappropriate or unfamiliar words are used? Inadequate language skills are used? Receiver does not possess adequate reading skills? Receiver or sender does not possess adequate writing skills? Other noise or movement has distracted receiver or listener? Irrelevant or incomplete information has been received or sentSome recommendations to help in the prevention of a communication breakdown can include:? Ensuring that the senders and receivers are friendly and courteous to one another? Ensure that care is taken when choosing words for the message? Allowing the receiver to provide adequate feedback to the sender? Choosing the best channel to relay information? Giving the sender proper attention? Monitoring all non-verbal communication so that it does not appear to conflict with the message? Carefully consider timing and speed Write some examples of things that could cause communication breakdownE.g. An email that is difficult to understand because of poor spelling and use of language.___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ................
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