exculsive summery

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EXCULSIVE SUMMERY

In nowadays, it is too fastest to acceptance all of information for learning

and knowing. It can be effectiveness and changing with society and everyone.

We should to be flexible for ability to stand whenever fact. The leadership witha group or organization when you can knew and can following to reach at

every situations but you can forward the step with stability in the same time.

Communication is the first process that everyone will be judging you when

they completed to look at your appearance. The appropriate with

communication is so importance

Communication begins when one person sends a message to another

with the intent of evoking a response. Effective communication occurs when

the receiver interprets the message exactly as the sender intended. Effective

communication uses less time and less recourse; Communicating with each

subordinate as a group. The most efficient communication is not necessarily

the most effective, however. What you want to achieve is effective

communication is the most efficient way.

This business report is to empower participants with effective oral

communication skills to handle interactions with people at workplace and

personal level from our research.

The information in this report identify characteristic of strength and

weaknesses in listening, and eliminate bad habits and attitudes that are

counterproductive to communication effectiveness. We found more description

and researched the right techniques of listening skills and develop appropriate

listening style to sharpen communication skills for building trust, consensus,

relationship and improving efficiency.

The emphasis for every student must learn the effective workplace

communication, for the best teamwork and help the company or group working

grow to new heights. Workplaces are full of employees from different

backgrounds and cultures and it is highly probable that there are differences of

opinion. Therefore, the crucial role of effective workplace communication

becomes more important.

The different thinking of change and communication, effectiveness

workplace communication becomes an important and useful concept. How to



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relate well with others by using the skills to build rapport, communicate

succinctly and powerfully?

While the skills required to achieve this goal can be learned, do not

occur without awareness, commitment and practice. When communicateeffectively, that is signify for succeed. As the range and pace of change

accelerate at work and the demands of doing “more with less” becomes a daily

reality, improving the impact of our workplace communication may be the first

step in turning old challenges into new opportunities.

Ultimately, this report will help you to ensure that you make positive

changes in your personality and adopt the effective communication

techniques…

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TABLE OF CONTENTS

EXCULSIVE SUMMERY………………………………………………...…1-2

TABLE OF CONTENTS………………………………………………………3

INTRODUCTION………………………………………………………………4

1. Communication basics……………………………………..…4

1.1 Check your body language…………………………...4

1.2 Focus on the tone of your voice………………...……4

1.3 Avoid fidgeting when speaking or listening…...……51.4 Show interest…………………………………..………5

1.5 Actively listen…………………………………..………5

1.6 Mirror the body position of others…….……..………5

1.7 Respect the space of others………………….………5

COURSE OVERVIEW

1. Communication basics…………………………………..……6

1.1 Check your body language……………………………71.2 Focus on the tone of your voice………………...……8

1.3 Avoid fidgeting when speaking or listening…..…9-10

1.4 Show interest………………………………...……11-12

1.5 Actively listen………………………………..……13-14

1.6 Mirror the body position of others………………15-16

1.7 Respect the space of others………………..……17-18

CONCLUSION…………………………………………………………………19

REFERENCE………………………………………………..…………………20

APPENDIX………………………………………………………………..……21

APPENDIX I…………………………………APPENDIX 1-2

APPENDIX II……………………………… APPENDIX 2-14

APPENDIX III…………………..…………… APPENDIX 15



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INTRODUCTION

Communication is an essential part of what it means to be a human. It

allows us to express needs, desires and emotions. Communication in the

workplace is just as important; allowing us to convey ideas and thoughts.Reference: Wondershare Software

Written By: Lee Brotherston and Colleen Woodeward

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1. Communication basics

1.1 Check your body language

Something as simple as how you sit or stand whilecommunicating can have a profound effect on how people

receive and respond to your message. For example, consider

the unspoken signs we send out when we interact with others

relaxed hands with open palms are often associated with

sincerity, whereas crossed arms are often associated with

defensiveness or aggression.

So the next time you are in a conversation, think about the

message your body may be communicating to the person you

are speaking to. You can help communicate openness bykeeping your arms relaxed and not crossed and your hands

open and not clenched. Aggressive or impatient physical

signals such as clenched fists, hands on hips or standing with

your feet spread apart can contradict the sincerity and defeat

the goal of what you are trying to say. You may be surprised at

how a few simple non-verbal signals encourage people to

accept what you are communicating.

1.2 Focus on the tone of your voice

How people perceive what you are saying can be impacted

significantly by the tone of your voice. Think of how many ways

you can say "yes" or "no"--you can express doubt, anger,

indifference, or any range of emotions with either of these

simple, short words. Try to keep an even and normal voice

tone and volume. This will avoid any mixed messages and help

people stay focused on your words and their meaning.



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1.3 Avoid fidgeting when speaking or listening

This will only draw attention away from what you have to

say and reduce the impact of your message. Avoid excessive

hand movements, playing with objects (such as a pen or a

cup), constantly wringing your hands or frequent shuffling. Tokeep people focused on your message, try to remain relaxed,

speak clearly and maintain eye contact.

1.4 Show interest

Try leaning forward slightly when listening to others. This

shows interest in what the other person has to say and can be

seen as a strong nonverbal cue indicating 'straight talk.'

1.5 Actively listen

This will ensure that communication remains clear. Try

open questioning, gentle probing, and 'checking in' periodically

throughout the conversation to see if you've understood

everything correctly. In any conversation it's important to show

respect for co-workers' ideas by giving them your full attention

while they speak, and not interrupting or finishing their

sentences.

1.6 Mirror the body position of others

This shows that you are 'in tune' or 'in sync' with what the

other person has to say. For example, if the person you are

with leans forward or crosses their legs while speaking, try

(discreetly) mimicking their body movements. Good

communicators also use this technique to relax other people

and make them feel at home during their conversation.

1.7 Respect the space of othersIt's very appropriate to consider personal space and

boundaries, when you are communicating face-to-face with

another person. A good rule of thumb is to stand about an

arm's length from others when talking. Standing too close can

make people uncomfortable and standing too far away

suggests that you may feel intimidated. Find a middle ground

that makes everyone, including yourself, comfortable.

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1. Communication basics

Communication begins when one person sends a message to another

with the intent of evoking a response. Effective communication occurs when

the receiver interprets the message exactly as the sender intended. Effective

communication uses less time and less recourse; Communicating with each

subordinate as a group. The most efficient communication is not necessarily

the most effective, however. What you want to achieve is effective

communication is the most efficient way.

The Importance of Communication to Workplace Effectiveness

Effective communication is essential for the functioning of any

workplace. The leadership needs to transmit orders and policies, build

cooperation and team spirit, and identify problems and their solutions. Member in workplace or group work need to clarify directives, provide feedback, make

their problems known, share feeling and perceptions to solve problems and

resolve conflicts.

Communication breakdowns contribute to a host of workplace problems,

from failure to carry out simple directives properly to low productivity and

quality. When addressing team member, many leadership engage in one-way

communication, giving team member the impression that their feelings and

input do not matter. To ensure that effective communication occurs, leadership

should be tactful when expressing their own feelings, acknowledge such

expressions, and be tactful when expressing their own feeling.

Communication in workplace serves three major purposes. It allows

members to coordinate actions, share information and satisfy social needs.

When team members are happy with how their supervisors communicate with

them, their job satisfaction and work output increase and they are more

committed to the workplace. Simply asking team member for advice can have

dramatic payoffs.

Communication processes within workplace are rapidly changing. In

addition to still vital face-to-face, telephone, and written communications, voice

mail, electronic mail, video conferencing, faxing, and personal computers

make a vast magnitude of complex. (Robert E. Coffey; Curtis W. Cook;

Phillip L. Hunsaker. 1968. Reference: Management and Organization

Behavior : Page 196-197)

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1.1 Check your body language

When you interact with other people, there are two

ways your message comes through to them. You consciously

covey your message through your words; your body language

unconsciously sends signals as well. Body language iscomprised of the nonverbal gestures and mannerisms that

may indicate a person’s true feelings.

Your body language can reveal things that your

words do not. In fact, your body language – the frown – will

show your true feelings. While most people manage to exert a

great deal of control over the words they let cross their lips,

many have difficultly when it comes to keeping their body

language in check. (Dawn Rpsenberg Mckay. 2009.

Reference:The Everything Practice Interview Book: Page 31)

Use these charts for a quick glance to keep your

body language in check while you are at workplace (Harmony

Stalter. 1976. Reference: Employee Body Language

Revealed: Page 273)

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1.2 Focus on the tone of your voice

The tone that you use can be, either intentionally or

unintentionally, inappropriate and can infuriate customers or

colleagues. An apathetic, droning or listless tone of voice can

convey the message that you don’t care or are not interestedin the customer or colleague and their problem/ query.

A rushed tone can make you sound impatient. In fact,

different tones of voice can change the meaning of the same

words. By changing the inflection in your voice, you can say

the words “Your statement is ready now” in an angry way,

sarcastically, apologetically, shyly and even in humorous way.

Customer or Colleague obviously wants to be greeted

or spoken to by someone whose tone of voice sounds

interested, helpful and patient. If they have been treated

unfairly or a mistake has been made they will expect an

apologetic and sincere tone to be used. It helps to smile whilst

you are taking even when you are on the phone you will be

surprised how doing this simple thing lifts the tone of your

voice.

Consider the expression “Oh, that’s just great”. A

different message can be conveyed depending on how the

voice is used to express the words. For example, said in afriendly tone of voice when someone has receives something

they are pleased with, it conveys a friendly, grateful in fact they

are not pleased with something and things are not in fact

“great”.

Pitch is also used to change the emphasis of the

message. If they were speak in very quiet voice that you could

hardly hear, you would probably feel they were not confident in

what they were saying to you. If they were shout, you would

feel that they were treating you as an inferior person, notrespecting the role you can play in the learning process. A

well-modulated pitch, at a level that all can hear, is what we

expect.

So the tone of voice, volume and pitch that are used

can affect the message being conveyed. (Maggie Jones.

2006. Reference:The Official CIM Course Book: Page 65)

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1.3 Avoid fidgeting when speaking or listening

Listen or thy tongue will keep the deaf. - Native

American ProverbListening is an essential part of communication, and it

is different from hearing. Being a good and patient listener

helps you not only solve many problems at work or home, but

also to see the world through the eyes of others, thereby

opening your understanding and enhancing your capacity for

empathy. In addition, you learn a lot from listening. As simple

as listening to and acknowledging other people may seem,

doing it well, particularly when disagreements arise, takes

sincere effort and lots of practice.

Be attentive:

Use your face, voice and body to show that you are

interested in what that person is talking about; Listen with an

accepting attitude; Ask questions which show that you like to

listen.; Use ideas and emotions to try to communicate to the

person; Test yours understand.

Encouraging words to show you are listening:Mmm,hmm; I see; Right; Uh,huh.

Encouraging words to continue them:

Tell me more; let’s talk about it.

Things to avoid:

Do not interrupt; do not interrogate; do not try to think

of your response in your head while listening; do not change

the subject.

Things to avoid:

Do not interrupt; do not interrogate; do not try to thinkof your response in your head while listening; do not change

the subject.

Tips:

Never criticize while listening, and never attack another person

for his or her feelings.

The more difficult listening becomes, the more important it is to

listen.



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Remember that when your counterpart feels that he or she has

been listened to, he or she is much more likely to listen to your

ideas.

Postpone an important conversation if you are not in the mood

to listen. It is better to not talk about it if you are not ready thanto try to force through a conversation where you are too

distracted by emotions, worries, and other things that prevent

you from listening.

Avoid phrases that imply that you have not listened fully to the

points communicated to you such as "Yeah but..." Instead,

learn to use phrases that provide confirmation that you have

heard the other side fully, such as "I see. Now tell me what you

would say to this..."

Keep in mind that sometimes we need to listen "between the

lines," but there are times when we need to absorb things at

face value. When we listen intensively, our minds are often

busy placing what we hear into the situation and our emotions,

which creates barriers to our ability to listen fully what is being

said. This is similar to making judgments and drawing

conclusions before all has been said. Don't do that. Take it at

its face value and go with the flow.

When you look at the person you are listening to, look into their eyes. This shows that you are 100% focused on them, and not

distracted by other things going on. Avoid staring or looks of

disbelief.

Try and be optimistic as often as possible.

Never poke fun at or ridicule the person you are listening to.

Avoid trivializing. Avoid comments like, "Thousands of people

have this problem so don't worry about it".

Avoid parroting by repeating the sentences word for word. This

can be quiet annoying to the person you are trying to listen to. Refrain from telling or imposing advice.

(Reference: http://m.wikihow.com/Be-a-Good-Listener)

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1.4 Show interest

There are many possibilities for corporate outings.

Alas, many of them are never explored fully. Here are five ideas

to consider, as part of making your next company outing more

successful: Include competitive elements to make your next outing

more fun. If everyone in the outing agrees, you can

include friendly competition as one way to keep people

interested. Perhaps some part of the outing requires

cooperation, where people in teams (who normally do

not work together much) have to unite to accomplish

objectives. You might also include prizes for different

achievements as part of the friendly competition.

Take an outing to a place representative of a team

member's culture. This does not have to be too

elaborate; a simple trip to a cultural center, or even a

local restaurant with ethnic cuisine can provide the

opportunity to learn more about each team member's

cultural heritage, values, and unique contributions to not

only the company, but to larger society as well.

Certainly, this should only be the beginning of learning

more about the diversity within your team, but acompany outing can be a good way to get the topic

started in your company, in a non-threatening way.

Have a company outing which helps the disadvantaged

While charity events are good in their own right, a

company outing can help to get a sense of the larger role your

company plays within society. This also helps to give your firm a

good reputation in the event that problems are discovered later on within the company. There are many worthwhile organizations

within each community, and a company outing to see the work

they do can inspire employees within your company to see the

larger purposes which you are all working towards.

Have an outing which visits a successful business in a

different industry. Businesses which are highly

successful generally are doing many things right. By

having more than one person visit, it is more likely one

of your team will get some new ideas which you can



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adapt, and include in your own business. Look for

companies which are expanding operations, those

which are hiring, or those which have been in the news

recently. You may even be able to get a tour, with some

advance notice. Have an outing which is a team member's hobby (which

others have not tried). These outings can not only build

bonds of camaraderie, but they can also serve as useful

skill building opportunities. Who knows, perhaps some

of your team may become interested in adopting the

hobby, once they have actually tried it. New hobbies can

be a great way to learn more about the world, as well as

the specialized vocabulary common to some activities.

There may even be a hidden business opportunity or

two as well.

Put simply, there are many ways to make your

corporate outing more interesting. You can include some

competitive elements, visit culturally significant locations, help the

disadvantaged, visit another business which is doing well, or even

have an outing involving team members' interests. In doing so, it

is more likely that your next company outing will be a memorablesuccess.

(Reference: http://EzineArticles.com/5606759)

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that build a subtle awareness of collective thought that

profoundly transforms our experience of what is

possible.”

Conscious listening should be a goal for

anyone in business. Here are a few exercises to assistwith skill-building. Break into groups discuss the

following:

Discuss how you would work in a group with a

non-native speaker

List strategies for overcoming gender barriers to

communications.

Discuss strategies for overcoming a negative

communication history with a colleague.

Identify at least four strategies for conscious

listening

Identify several strategies for listening during a

conflict and with chronic complainers.

(Reference: http://faculty.winthrop.edu/burgessb)

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1.6 Mirror the body position of others

Whether your manager is agreeing or interested in

your conversation can be understood from his body language.

If he is standing with his foot and body turned towards you,

i.e. mirroring your body pose, then it is a sure sign he isagreeing with you. When his body posture is not mirroring that

of yours it means he is not in agreement with you. A manager

and an employee who want to establish a good rapport with

one another should mirror their body postures. This is a non-

verbal sign that two people are thinking along the similar lines.

Body posture and facial expression is very important to

capture the attention of someone you are meeting for the first

time. Scientific research has proved that body language andvoice is responsible for creating 38% of your overall first

impression. Therefore the nonverbal communication using

your body posture has great communication impacts.

You should take care to practice in front of the mirror to

analyze your body posture before meeting someone of great

importance for the first time. Your body movements and

gestures must be carefully analyzed before the meeting. Be

careful about the way you look and act. Your actions are nonverbal messages and it should coincide with what you are

saying.

The initial impressions on the way you act, sit or stand

are more important than what you have to say. Your body

posture expresses many things about you. If you want to

attract the attention of the person to whom you are

communicating your body posture must be pleasant.

Always maintain a sweet smile on your face during the

meeting. Smile has a wonderful and pleasant effect on others.

A genuine smile will always work in attracting others

especially women. It lets everybody feel that you are a friendly

and harmless person. You cannot go wrong in attracting a

person if you are carrying a smile on your face.

A powerful eye contact is essential for attracting people.

You should deliberately practice developing the ability to

maintain positive eye contact with people you are



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communicating. Be natural in the way you are making the eye

contact and don’t stare at the person.

You must ensure that you are standing upright when

you are talking to a person for the first time. The upright

posture will always generate a positive impression on you.

Having a proper upright posture conveys the message that

you are a healthy, strong and self confident person. It makes

a person look more attractive.

You body movements should be confident. You

movements and actions during the communication will be

carefully noticed by others. It reflects the confidence in you.

You can practice the body movements in front of mirror to

make it perfect. Self confidence is most important for a

person’s success.

You have to touch the person on the body during the

process of communication. Light touches are harmless during

a conversation. The way you shake hand with the person is

also important. A slight pat on the hand or shoulder often

exhibits your level of affection. Gentle touches during the

conversation have the ability to break the ice.

Walk confidently with you head up. The positioning of

you head shows your level of self confidence. You should also

give a firm handshake. When you are sitting on a chair, sit

straight and lean forward. This indicates your level of interest

and attentiveness to the person.

You must be careful to control nervous gestures like

hair twisting, nail biting or pen clicking. You must instead show

warm and positive gestures like smiling and gentle touching.You must also avoid cold gestures like not smiling or avoiding

eye contact and placing hands on the hips.

(Reference:http://conversationalhypnosiscritic.com/Must-

Know-About-Your-Body-Posture.php)

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1.7 Respect the space of others

“Everybody needs a little respect

everybody needs a little time

everybody needs a little respect

everybody needs a little.”

Everybody needs a little respect. You know when you

have respect. You know when you don’t. But what is respect

really? And, how is respect demonstrated at work?

You can demonstrate respect with simple, yet powerful

actions. These ideas will help you avoid needless, insensitive,

unmeant disrespect, too.

Treat people with courtesy, politeness, and kindness.

Encourage coworkers to express opinions and ideas.

Listen to what others have to say before expressing your

viewpoint. Never speak over, butt in, or cut off another person.

Use people’s ideas to change or improve work. Let employees

know you used their idea, or, better yet, encourage the person

with the idea to implement the idea.

Never insult people, name call, disparage or put down people

or their ideas.

Do not nit-pick, constantly criticize over little things, belittle, judge, demeanor patronize. A series of seemingly trivial

actions, added up over time, constitutes bullying.

Treat people the same no matter their race, religion, gender,

size, age, or country of origin. Implement policies and

procedures consistently so people feel that they are treated

fairly and equally. Treating people differently can constitute

harassment or a hostile work environment.

Include all coworkers in meetings, discussions, training, and

events. While not every person can participate in every activity,do not marginalize, exclude or leave any one person out.

Provide an equal opportunity for employees to participate in

committees, task forces, or continuous improvement teams.

Solicit volunteers and try to involve every volunteer.

Praise much more frequently than you criticize. Encourage

praise and recognition from employee to employee as well as

from the supervisor.



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The golden rule does apply at work, or, as professional

speaker Leslie Charles, says, “Implement the platinum rule:

treat others as they wish to be treated.”

There are many other ways to demonstrate respect atwork. These ten constitute a solid foundation. Implemented

consistently at work, these respectful actions help ensure a

respectful, considerate, professional work place.

(Reference:http://humanresources.about.com/od/workrela

tionships/a/demo_respect.htm)

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CONCLUSION

In summary, effective

communication in the workplace

really boils down to setting clear

goals for teams and making sure

management are keeping all team

members informed on a regular

basis through clear messages.

Communication channels within

the team will naturally form as

individuals collaborate so you

should try to nurture this throughregular meetings and conference

calls to establish team identity,

trust and open communications.

Remember that communication is

vital and it needs to be constantly

worked at. Be conscious of what

you communicate and how it is

done. A failure in communication

will result in a failure of performance.

At least; we try all the

best with this report business and

wish all of you who reading on our

report will be get knowledge or

information what you want.

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REFERENCE LIST

Wondershare Software

Lee Brotherston and Colleen Woodeward

Robert E. Coffey;

Curtis W. Cook;

Phillip L. Hunsaker. 1968.

Management and Organization Behavior

“Page 196-197”

Harmony Stalter. 1976.

Employee Body Language Revealed “Page 273”

Maggie Jones. 2006.

The Official CIM Course Book

“Page 65”

http://m.wikihow.com/Be-a-Good-Listener

http://EzineArticles.com/5606759

http://faculty.winthrop.edu/burgessb

http://conversationalhypnosiscritic.com

http://humanresources.about.com

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APPENDIX

exculsive summery

Documents