english communication skills course workbook masjid negara

7/30/2019 English Communication Skills Course Workbook Masjid Negara

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EFFECTIVE COMMUNICATION SKILLS

ECSC/DZ/2012 Page 1

ENGLISH COMMUNICATION SKILLS COURSE

EFFECTIVE COMMUNICATION SKILLS AND INTERPERSONALSKILLS

Learning Objectives:

How to identify basic communication skills How to improve on our basic communication skills for the workplace

Apply these basic communication skills to dealing with the public and theworkplace. Communicate effectively using simple, concise and direct language Enhance your active listening skills Eliminate the barriers that undermine your ability to communicate effectively Being aware of how you communicate with your work group, peers, and

superiors Develop skills and confidence needed for engaging effectively in a variety of

interpersonal settings.


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Task 1


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Task 2

Read the article below. Do you agree with the authors idea of communication?What do you think is effective communication?

The Basics: What is Communication?

Let's start with the most basic definition of communication. Straight from Wikipedia:

Communication is a process of transferring information from one entity to another.

Your next question may be: What is an entity? For now, let's call the entity that transfers

information Sender and the entity that receives the information Receiver.

Information can be a lot of different things depending on the context. People sometimes view

information and the medium to transfer it as one and the same. They aren't. Let's distinguish

between the information being sent that the medium used to send it.

The information can be: Words, gestures, drawings, paintings, songs, music.

The means can be: speeches, emails, blogs, forums, text messages, voice messages, poems,

essays, books, newspapers, ads, articles, and practically anything you can speak through, write

on or draw on.

What is Effective Communication?

Effective Communication is a process where a message is received and understood by the

receiver in the manner that the sender intended it to be.

What is your definition of effective communication? Write down in the box below:


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ECSC/DZ/2012 Page 5

Definition of Interpersonal Communication

Information exchanged between people via

words, gestures/signs and body language. The

entities (sender and receiver) can be:

One sender to one receiver

One sender to many receivers

Many senders to one receiver

Many senders to many receivers. This sounds

crazier than it is, as an example think of a

chorus singing in a concert.

Definition of Business Communication

Business communication takes place in the context of people and organizations transacting

business, so the definition of communication as listed at the top of the page applies.

The entities exchanging information are employees, customers, bosses, boards, stockholders,

companies, departments and so forth.

One specific - and subjective - dynamic that applies to business communication is that it tends to

use its own "language" (business jargon) and the entities (sender and receiver) tend to adopt and

maintain their public identities while communicating. In some sense, business communication is

not as authentic as other types of communication.

Summing UpCommunication in its most basic sense is transferring information from sender to receiver.

The various definitions of communication (organizational, business, interpersonal and so forth) are

just flavors of the basic definition of communication.

Communication in its most expansive sense is everything and anything (not just information) that

gets sent and received. Under this definition, all sentient beings are constantly communicating.

But that's a whole different conversation that we won't get into just yet.

Adapted from http:www.people-communicating.com/what-is-communication.html
http://www.people-communicating.com/what-is-communication.htmlhttp://www.people-communicating.com/what-is-communication.htmlhttp://www.people-communicating.com/what-is-communication.htmlhttp://www.people-communicating.com/what-is-communication.html


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ECSC/DZ/2012 Page 6

Task 3

Methods of Communication

Experts say that communication is composed of different methods: words, voice,

tone and non-verbal clues. Of these, some are more effective in delivering amessage than others.

What is the percentage of communication message conveyed by each of thesecomponents?

a. Words: ________________ %

b. Tone of voice: _________________%

c. Non-verbal clues/ Body language: _________________%

There are five main methods of communication

Written word Spoken Word Symbolic gestures Visual images Multi-media

It is believed that using a combination of methods enhances interest, understandingand retention when communicating. Do you agree?

The table in the next page illustrates the five main methods of communication withexamples and benefits to be gained.

Task 4

Using the table as a guide, which communication method would be best ineach of these situations? Discuss with a partner or in your group.

1. Congratulating an employee on passing an important examination.

2. Informing employees about an annual dinner and dance.

3. Putting a nervous applicant at ease while waiting for an interview.

4. Displaying the past five years sales figures.

5. Describing the location of a hotel where your company is hosting a seminar.

6. Reminding staff of security procedures at your company.

7. Obtaining reactions of staff to a new canteen recently introduced in yourcompany.


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ECSC/DZ/2012 Page 7

8. Putting forward a proposal for a change in company policy.

9. Sending an urgent message to an overseas client.

10. Bringing your company and its goods and services to the attention of a worldwidemarket.

Method of Communication Examples Benefits

Written word Letters, memos, faxmessages, e-mails, reports,notices, leaflets, agendas,minutes, advertisements,factsheets, newsletters,invitation cards, forms,questionnaires, pressreleases

Permanent record Authority Evidence for the future Can be read at leisure Can include visual aids to

assist understanding

Distance may be useful

Spoken word Telephone calls, discussions,meetings, interviews,speeches, presentations,conferences, seminars,conversations

Voice adds emphasis Immediate feedback Body language or tone of

voice adds emphasis

Symbolic gestures Tone of voice, posture,gestures, facial expressions,actions, silence

We gain extrainformation

We may be able to readbetween the lines

Visual images Cartoons, illustrations,graphics, photographs,slides, drawings

Understanding is oftenaided with visual images

They can conveypowerful conscious andunconscious messages

Hold attention andinterest

Multi-media Newspapers, magazines,

radio, cassettes, television,video, intranet, internet,World Wide Web, CD-ROMs

Can combine any of the

above methods forinterest and participation

Barriers to Communication

TIP BOX

When choosing a method of communication, consider these factors: cost of

communication method, level of confidentiality of the message, urgency of the

message, and level of formality or authority of the message.


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Task 5

Knowing the barriers to effective communication is the first step in learning how toimprove your communication skills.

Often, communication breaks down because of the intended receiver of the messageis simply not present to whats being said, or simply not listening. There are manykinds of barriers to communication. Can you match each barrier to its explanation?

Emotions Listening Pre-judgement

Systems Relationships Non-verbal signals Language

________________ Often called body language, non-verbal signals provide valuablefeedback in oral communication. A lot can be said through facialexpressions, gestures, movements and eye contact.

________________ The effectiveness of any communication, whether oral or written, on ourchoice of words. Some words mean different things to different people.Our understanding is affected by our background knowledge, ourexperience, our culture, and the language we use.

________________ Listening is a critical skill. If a communication is to be understood wemust concentrate. Success at gaining attention depends on the wordswe use, the way we express ourselves, our interest in the topic and ourinterest in the person speaking.

________________ Our background knowledge and experience often affects what we chooseto understand in a communication. Sometimes we hear what we want tohear, or what we think we have heard, instead of listening carefully towhat is actually said.

________________ Our relationship with the sender of any message is critical in theeffectiveness of the communication. Communication may fail or breakdown if the relationship between the sender and recipient is not good.

________________ Communication problems could occur through insecurity, fear, anger, orany other strong emotion. If someone is highly emotional about the topicthen the communication may be unsuccessful. You may considerwaiting for a better time before trying to put across your message.

________________ Without prescribed procedures for getting messages to the people whoneed them, there can be no effective communication.


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Task 6

TOP TEN TIPS FOR BETTER COMMUNICATION

Effective communication can be achieved through a good knowledge of the

communication cycle, awareness of the barriers which exist and by carefullyconsidering these factors:

1. Before communicating any message, ask yourself the four Ws:

a. What is the aim of the communication? Is it to give information, to persuade,

to request, to inform?

b. Who will receive the communication? What is the recipients background

knowledge, experience and culture?

c. What are the circumstances? Is the situation urgent, serious, dangerous,emotive or informative?

d. What will the recipients reaction to be? How will the message affect the

recipient? How can I make it achieve the desired aims?

2. Think and plan before you speak or write.

3. Listen intelligently. Communication is a two-way process. Listening is importantas speaking. Similarly, try reading your written message as if you were therecipient. Consider if it is appropriate.

4. Use appropriate language. Use clear, simple language that will be understood,and appreciate the same used by others.

5. Be open-minded. Consider other peoples viewpoints, be willing to adapt andchange methods or procedures if necessary.

6. Select appropriate media. Consider carefully the method for communicating themessage. It should be appropriate to achieve the desire aim.

7. Time your communication carefully. Consider the best time for thecommunication and how long it should take.

8. Obtain feedback. Feedback is essential to find out if the communication hasbeen effective. If the message is not understood, do not blame the recipient.Ask yourself why the communication failed and how it could have been improved.

9. Read. Extend your knowledge of language by reading.

10. Aim high. Set and maintain high standards of language and presentation in allyour methods of communication.


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ECSC/DZ/2012 Page 10

Task 7

Watch these videos on communication. Can you identify the most commonproblems in communication?

Task 8

What makes a good communicator? Choose the three most important factors.

Fluency in the language An extensive vocabulary Being a good listener Physical appearance A sense of humour Grammatical accuracy Not being afraid of making mistakes An awareness of body language

What other factors are important for communication?

______________________________________________________

______________________________________________________

______________________________________________________

Task 9

Which words below apply to good communicators? Which apply to bad

communicators?

Which of the words above have the following meanings?

1. concise ________________________________________

2. reluctant to speak ________________________________________

3. talking in a confused way ________________________________________

articulate coherent eloquent fluent focussed

hesitant inhibited extrovert persuasive rambling responsive

sensitive succinct reserved


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4. able to express ideas well ________________________________________

5. clear and easy to understand ________________________________________

6. good at influencing others ________________________________________

7. outgoing ________________________________________

8. reacting in a positive way ________________________________________

Task 10

Complete this talk by a communication expert with the verbs from the box.

Good communicators really listen to people and take in what is said. They maintain

eye contact and have a relaxed body language, but they seldom ______________

(1) and stop people talking. If they dont understand and want to _______________

(2) something they wait for a suitable opportunity.

When speaking, effective communicators are good at giving information. They do

not ____________________ (3) their listener. They make their points clearly. They

will avoid technical terms, abbreviations or jargon. If they do need to use unfamiliar

terminology they ____________________ (4) by giving an easy to understand

example. Furthermore, although they may _______________________ (5) and

leave the main point to give additional information and details where appropriate,

they will not ___________________ (6) lose sight of their main message. Really

effective communicators who have the ability to ______________________(7) with

colleagues,, customers and suppliers are a valuable asset for any business.

listen digress interrupt explain engage clarify

confuse ramble


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Task 11

Dealing with communication breakdown

What expressions can you use on the phone in the following situations? Use

phrases from the box below:

1. you dont hear what someone says 2. the person speaks too fast or tooquietly

3. you dont understand a word orexpression they use

4. you want to check the spelling ofsomething

5. you want more information about asubject

6. the connection is not good and youcant continue the conversation

7. you want to check the key points

Useful language

Asking for repetition

Sorry, could you repeat that?

I didnt (quite) catch that.Could you speak up, please?Could you say that again, please?

Asking for clarification

Would/Could you spell that, please?

Can I read that back to you?What do you mean by?What does .mean?Sorry, Im not with you.Sorry, I dont follow you.Could you give me some more details,please?Could you let me have more information?Could you explain that in more detail?Could you clarify that?Could be more specific?

Solving a problem

Sorry its a bad line. Can I call you back?

Summarising the call

Let me go over what weve agreed.Let me just summarise


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Task 12


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Task 13


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Task 14

Here are some common messages you may hear when someone speaks. Classifythem into four approaches of speaking: aggressive, non-assertive, passive-aggressive, and assertive.

1. You must .

2. I knew that wouldnt work.

3. If thats the way you want it

4. Because I said so.

5. Yes, that was my mistake.

6. You idiot!

7. I dont know if I could do that.

8. As I understand your point.

9. Ill talk to him soon about the problem: Ive just been really busy.

10.You always/never.

11. How could you even think that?

12. Im sorry to ask you.

13. Let me explain why I disagree with that point.

14. I hate to bother you.

15. When was the last time you helped me?

16.Lets define the issue and then explore some options to help resolve it.

17. Please hear me out and then work with me to resolve my concern.

18.The problem with Siti is.

19.Maybe thats a good idea.

20. Who screwed this up?


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Task 15

Below are examples of different situations.

Identify them according to the four approaches of speaking: aggressive, non-

assertive, passive aggressive and assertive.

Sue look, Im in a jam right now. Youneed to help me get this critical projectdone right away! I dont have time tohear that youre busy with somethingelse. That excuse just wont fly. So

come on, sit down and let me showwhat I need you to do

Hi, Sue. I hate to bother you. I knowyoure probably busy with a lot of otherissues right now. I have one of thosetough assignments. If you have achance, maybe you could lend me a

hand for a little bit. But, uh, its okay ifyou dont want to.

Sue, I was just assigned a criticalproject that needs to be done in aweek. I would appreciate it if you couldlend some assistance. The projectinvolves an area in which yourexperience will really come in handy.What Id like to do is take a fewminutes with you now or this afternoonto determine what time and supportcan lend and to fill you in on the needsof the project. Does that work for you,and if so, what time can we meet?

Sue, I know youre the type whodoesnt want to put yourself out toomuch. Hey, Im kidding. But look, whenyou were in a pinch last week, whohelped you out? Thats right me. Solook, Im in the same boat now. Dontworry; I wont have you do most of thework anyway.


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Task 16

Study the situation below.

Sally is a staff member from another group that you have to work with on a cross-

functional project team. Her efforts and yours need to closely coordinate for yourareas of responsibility with the project. You have worked with her in the past andfound her not too well focused in her communication and work efforts.

Now as the two of you meet to plan how youre going to handle your project worktogether, Sally expresses an idea that isnt fully clear to you and that sounds nearlythe opposite of what you think should be done.

Take a look at how each communication approach (aggressive, non-assertive,passive-aggressive and assertive) would respond to Sally in this small conflict

situation:Identify them accordingly.

Response 1

Uh, Sally. Maybe that idea can work here. I dont know but if you dont thinkso, Im uh open to what you have to suggest. Well anyway, lets talk about thisproject some more.

Approach: ___________________________________________

Response 2

Sally why, why do you have to waste our time with your off-the-wall ideas! Icant make sense out of half of what you say anyway. Sally, heres what you

need to do. Just follow my direction and dont question anything, and well bejust fine for this project. Got it?

Approach: ___________________________________________


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Response 3

Sally, your idea here is not fully clear to me, and I dont see how it ties into ourobjectives for this project, If you would, please address these concerns.

Approach: ___________________________________________

Response 4

Another brilliant idea, Sally (chuckle, chuckle). You just have a way with words

that just inspires me so (rolling eyes as remark is said). Just kidding around. Ifyou think your idea can help us, then dontlook at me if it doesnt work.

Approach: ___________________________________________

Task 17

Study the situation below.

You have been working on a critical assignment with Hamzah, a member of yourteam. As the assignment nears deadline, you realize an important task has not beencompleted. Your understanding is that Don was supposed to handle this task. ButHamzah has just sent you and email message asking if you got the task done. Soyou know his thinking was not the same as yours about who was responsible for thetask.

How would each communication approach (aggressive, non-assertive, passive-aggressive and assertive) address this potential conflict with Hamzah?

Identify them accordingly.


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Response 1

After seeing Hamzahs email message, you pick up the phone and ask Hamzah if hehas a moment for the two of you to chat right now. When he says yes, you walk to his

office and initiate your conversation by saying, Hamzah, I got your email messageregarding whether I had done this key task for our assignment and I was worried by it.My understanding was that you were to handle the task and, judging by yourmessage, you thought I was to handle it. So apparently we have a misunderstanding.I think it best if we focus together on what we can each do to help get this task doneon time. What do you think?

Approach: ___________________________________________

Response 2

You walk down to Hamzahs office and say Hamzah, whats wrong with you here!You were supposed to get this key task done for our assignment and now you sendme this message asking if I did it. Dont give me this crap. We had an agreement foryou to do this task, so dont shirk away from your responsibility. You better get thistask done right away and not put us in jeopardy with this assignment!

Approach: ___________________________________________

Response 3

You reply to Hamzahs message with this strongly worded email note: Nifty move,Hamzah. Think you can pull off this I-dont-remember stuff at the last minute? Youknow you were supposed to do this task. All right, maybe this was just an oversighton your part. I can forgive you this time. But please, dont let this happen again; it

really makes you look like a screw-up when you do.

Approach: ___________________________________________


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Response 4

Even though you strongly feel this was Hamzahs job to handle and you know that youhave a good deal of other work to do right now, you respond to Hamzah via email and

dontspeak to him directly. Heres what you say in your email response, Hamzah,Im sorry. It mustve been my mistake. Ill do my best to get this task done.

Approach: ___________________________________________

Task 18

Active Listening

The following list contains a variety of messages. Following each statement areseveral responses. Check the one that is most accurately a paraphrase. The bestparaphrase is one that restates the feeling and meaning heard.

Remember that your goal is to listen only not to disagree, give advice or end thefeeling.

1. I hate working for this company. They have the cheapest wage and salaryprogramme I have ever heard of, and they make us work like dogs.

( ) A lot of places are like that. Just forget it.( ) Why do you say that?( ) This company doesnt pay you what you deserve and youre irritated by that?( ) You just complain too much. If its not one thing its another.

2. If that supervisor tells me to change the setup on that machine one more time,Im going to scream!

( ) Screaming is not going to solve the problem. Youll probably just end upgetting fired .

( ) Youre furious at being told to change the machine setup so often?( ) What do you mean when you say machine setup?( ) I know what you mean. I worked for a supervisor that did the same thing.

3. Did you see that car? It was a 55 Chevy. I sure hope that Ill be the one whogets to work on that nice ride.

( ) Why do you want to work on that car so badly?( ) I hope that I get to work on that car rather than you.( ) Youre just looking for some extra work so that you can earn some overtime

pay.( ) Youre excited about working on that vehicle?


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4. Geez was that customer angry! This is the third time the computer has beenbrought in here, and we still havent fixed it right. I never know how to handlecustomers who complain like that.

( ) Just be nice as possible. Remember that the customer always comes first.

( ) An angry customer has you wondering how to deal with irate people?( ) Whats wrong with that machine?( ) Id be mad as hell, too, if I brought my computer in three times.

5. Did you ever notice that when all the dirty work comes in, I have to do it?Thats really unfair.

( ) You feel cheated because you have to do all the unpleasant work.( ) You should have seen the work I had to do for my company.( ) What kind of work are you talking about?

( ) Justin Bieber is going to be in town tonight. Do you want to go see hisconcert?

6. That English teacher is really a jerk. The other day we were told that wewould not have any tests for a while; then the teacher comes in and gives usa unit exam.

( ) Yeah, I had that teacher before, and the same thing happened in our class.( ) When was the test on? Do you think you did well?( ) Maybe the teacher had a fight with a student and is taking it out on your class.( ) Youre irritated with a teacher who gave a test after saying that there wouldnt

be one?

Task 19

Here are some techniques that listeners use or say to draw out speakers messageand verify understanding of the message.

Classify them into the eight categories they fall under: door openers, echoing,probing, checking the subject, reflecting feelings, paraphrasing, reflective

paraphrasing, sharing a relevant example)

1. What happened at the meeting yesterday?

2. Please explain your thinking on the handling on this issue.

3. How do you perform that new procedure?

4. Giving a sincere smile for an upbeat message.

5. Your situation sounds like something similar to what I went through.

6. If I understand your point correctly


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7. Showing a sincere smile for an upbeat message.

8. Um-hum.

9. I see.

10. Showing a look of interest

11. Why do you think theclient opposes that idea that was offered?

12. Yeah.

13. Yes.

14. Elaborate on the pros and cons of that strategy.

15. Youre talking about.?

16. Now you wanted to review that proposal with me, right?

17. I encountered this, that, and the other.

18. Neat.

19. Tell me more about that.

20. Oh.

21. Speaker says: We got an MRP system that Im not sure will help usListener says: MRP system?

22. What Im hearing you say.

23. When is the meeting Answer: 2.00

24. Right.

25. How would you go about implementing that new programme?

26. Explain to me your thinking on that issue.

27. Providing a patient look with silence.

28. Turning and facing the speaker.

29. Describe the features of that product

30. Please give me an example of what you mean.


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31. Really.

32. Please explain how that can help the team.

33. Wow.

34. Offering steady eye contact.

35. You mean?

36. Speaker says: Fine, Just fine! Listener says: Fine?

37. Youre talking about.?

38. Sounds like youre excited by that opportunity. Is that right?

39. Seems like that was a frustrating experience for you?

40. Leaning in slightly toward the speaker.

41. I sense youre irritated with Don. Is that correct?

42. In other words

43. What you mean is

44. Okay.

45. What youre telling me is

46. Sounds like youre saying .

47. So you are feeling a loss of enthusiasm..Is that right?

48. You are feeling frustrated..Is that correct?

49. Much like youve experienced right?

50. What do you think of my idea?


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Task 20


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english communication skills course workbook masjid negara

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