English Communication Skills Course Workbook Masjid Negara

EFFECTIVE COMMUNICATION SKILLS
ENGLISH COMMUNICATION SKILLS COURSE

EFFECTIVE COMMUNICATION SKILLS AND INTERPERSONAL SKILLS
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 the workplace. 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.
ECSC/DZ/2012
Page 1
Task 1
ECSC/DZ/2012
Page 2
ECSC/DZ/2012
Page 3
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:
ECSC/DZ/2012
Page 4
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 Up
Communication 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
ECSC/DZ/2012
Page 5
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 a message than others. What is the percentage of communication message conveyed by each of these components? a. b. c. Words: ________________ % Tone of voice: _________________% 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, understanding and retention when communicating. Do you agree? The table in the next page illustrates the five main methods of communication with examples and benefits to be gained. Task 4 Using the table as a guide, which communication method would be best in each 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 your company.
ECSC/DZ/2012
Page 6
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 worldwide market.
Method of Communication Written word Examples Letters, memos, fax messages, e-mails, reports, notices, leaflets, agendas, minutes, advertisements, factsheets, newsletters, invitation cards, forms, questionnaires, press releases Benefits
Permanent record Authority Evidence for the future Can be read at leisure Can include visual aids to assist understanding Distance may be useful Voice adds emphasis Immediate feedback Body language or tone of voice adds emphasis We gain extra information We may be able to read between the lines
Spoken word
Telephone calls, discussions, meetings, interviews, speeches, presentations, conferences, seminars, conversations Tone of voice, posture, gestures, facial expressions, actions, silence
Symbolic gestures
Visual images
Cartoons, illustrations, graphics, photographs, slides, drawings
Understanding is often aided with visual images They can convey powerful conscious and unconscious messages Hold attention and interest
Multi-media
Newspapers, magazines, radio, cassettes, television, video, intranet, internet, World Wide Web, CD-ROMs
Can combine any of the above methods for interest and participation
TIP BOX When choosing a method of Barriers to Communication 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.
ECSC/DZ/2012
Page 7
Task 5 Knowing the barriers to effective communication is the first step in learning how to improve your communication skills. Often, communication breaks down because of the intended receiver of the message is simply not present to whats being said, or simply not listening. There are many kinds of barriers to communication. Can you match each barrier to its explanation? Emotions Systems ________________ Listening Relationships Pre-judgement Non-verbal signals Language
Often called body language, non-verbal signals provide valuable feedback in oral communication. A lot can be said through facial expressions, gestures, movements and eye contact. The effectiveness of any communication, whether oral or written, on our choice of words. Some words mean different things to different people. Our understanding is affected by our background knowledge, our experience, our culture, and the language we use. Listening is a critical skill. If a communication is to be understood we must concentrate. Success at gaining attention depends on the words we use, the way we express ourselves, our interest in the topic and our interest in the person speaking. Our background knowledge and experience often affects what we choose to understand in a communication. Sometimes we hear what we want to hear, or what we think we have heard, instead of listening carefully to what is actually said. Our relationship with the sender of any message is critical in the effectiveness of the communication. Communication may fail or break down if the relationship between the sender and recipient is not good. Communication problems could occur through insecurity, fear, anger, or any other strong emotion. If someone is highly emotional about the topic then the communication may be unsuccessful. You may consider waiting for a better time before trying to put across your message. Without prescribed procedures for getting messages to the people who need them, there can be no effective communication.
________________
________________
________________
________________
________________
________________
ECSC/DZ/2012
Page 8
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 carefully considering 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? emotive or informative? Is the situation urgent, serious, dangerous,
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 important as speaking. Similarly, try reading your written message as if you were the recipient. 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 and change methods or procedures if necessary. 6. Select appropriate media. Consider carefully the method for communicating the message. It should be appropriate to achieve the desire aim. 7. Time your communication carefully. Consider the best time for the communication and how long it should take. 8. Obtain feedback. Feedback is essential to find out if the communication has been 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 all your methods of communication.
ECSC/DZ/2012
Page 9
Task 7 Watch these videos on communication. problems in communication? Can you identify the most common
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? articulate hesitant coherent eloquent fluent focussed rambling responsive
inhibited sensitive
extrovert succinct
persuasive reserved
Which of the words above have the following meanings? 1. concise 2. reluctant to speak 3. talking in a confused way
ECSC/DZ/2012
________________________________________ ________________________________________ ________________________________________

Page 10
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.
listen confuse
digress ramble
interrupt
explain
engage
clarify
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.
ECSC/DZ/2012
Page 11
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 3. you dont understand a word or expression they use 5. you want more information about a subject 7. you want to check the key points
2. the person speaks too fast or too quietly 4. you want to check the spelling of something 6. the connection is not good and you cant continue the conversation
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? 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 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?
ECSC/DZ/2012
Page 12
Task 12
ECSC/DZ/2012
Page 13
ECSC/DZ/2012
Page 14
Task 13
ECSC/DZ/2012
Page 15
ECSC/DZ/2012
Page 16
Task 14 Here are some common messages you may hear when someone speaks. Classify them into four approaches of speaking: aggressive, non-assertive, passiveaggressive, 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?
ECSC/DZ/2012
Page 17
Task 15 Below are examples of different situations. Identify them according to the four approaches of speaking: aggressive, nonassertive, passive aggressive and assertive.
Sue look, Im in a jam right now. You need to help me get this critical project done right away! I dont have time to hear that youre busy with something else. That excuse just wont fly. So come on, sit down and let me show what I need you to do
Hi, Sue. I hate to bother you. I know youre probably busy with a lot of other issues right now. I have one of those tough assignments. If you have a chance, maybe you could lend me a hand for a little bit. But, uh, its okay if you dont want to.
Sue, I was just assigned a critical project that needs to be done in a week. I would appreciate it if you could lend some assistance. The project involves an area in which your experience will really come in handy. What Id like to do is take a few minutes with you now or this afternoon to determine what time and support can lend and to fill you in on the needs of the project. Does that work for you, and if so, what time can we meet?
Sue, I know youre the type who doesnt want to put yourself out too much. Hey, Im kidding. But look, when you were in a pinch last week, who helped you out? Thats right me. So look, Im in the same boat now. Dont worry; I wont have you do most of the work anyway.
ECSC/DZ/2012
Page 18
Task 16 Study the situation below. Sally is a staff member from another group that you have to work with on a crossfunctional project team. Her efforts and yours need to closely coordinate for your areas of responsibility with the project. You have worked with her in the past and found 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 work together, Sally expresses an idea that isnt fully clear to you and that sounds nearly the 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 think so, Im uh open to what you have to suggest. Well anyway, lets talk about this project some more.
Approach: ___________________________________________ Response 2
Sally why, why do you have to waste our time with your off-the-wall ideas! I cant 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 be just fine for this project. Got it?
Approach: ___________________________________________
ECSC/DZ/2012
Page 19
Response 3
Sally, your idea here is not fully clear to me, and I dont see how it ties into our objectives 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. If you think your idea can help us, then dont look 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 your team. As the assignment nears deadline, you realize an important task has not been completed. Your understanding is that Don was supposed to handle this task. But Hamzah has just sent you and email message asking if you got the task done. So you know his thinking was not the same as yours about who was responsible for the task. How would each communication approach (aggressive, non-assertive, passiveaggressive and assertive) address this potential conflict with Hamzah? Identify them accordingly.
ECSC/DZ/2012
Page 20
Response 1 After seeing Hamzahs email message, you pick up the phone and ask Hamzah if he has 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 message regarding 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 your message, 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 done on 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 send me this message asking if I did it. Dont give me this crap. We had an agreement for you to do this task, so dont shirk away from your responsibility. You better get this task 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? You know you were supposed to do this task. All right, maybe this was just an oversight on 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: ___________________________________________
ECSC/DZ/2012
Page 21
Response 4
Even though you strongly feel this was Hamzahs job to handle and you know that you have a good deal of other work to do right now, you respond to Hamzah via email and dont speak 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 are several responses. Check the one that is most accurately a paraphrase. The best paraphrase is one that restates the feeling and meaning heard. Remember that your goal is to listen only not to disagree, give advice or end the feeling. 1. I hate working for this company. They have the cheapest wage and salary programme I have ever heard of, and they make us work like dogs. ( ( ( ( 2. ) ) ) ) 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. 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 up getting 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. Did you see that car? It was a 55 Chevy. I sure hope that Ill be the one who gets 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?
Page 22
( ) ( ) ( ) ( ) 3.
( ) ( ) ( ) ( )
ECSC/DZ/2012
4.
Geez was that customer angry! This is the third time the computer has been brought in here, and we still havent fixed it right. I never know how to handle customers 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 his concert? That English teacher is really a jerk. The other day we were told that we would not have any tests for a while; then the teacher comes in and gives us a 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?
( ( ( (
6.
( ( ( (
Task 19 Here are some techniques that listeners use or say to draw out speakers message and 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. 2. 3. 4. 5. 6. What happened at the meeting yesterday? Please explain your thinking on the handling on this issue. How do you perform that new procedure? Giving a sincere smile for an upbeat message. Your situation sounds like something similar to what I went through. If I understand your point correctly
Page 23
ECSC/DZ/2012
7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18.
Showing a sincere smile for an upbeat message. Um-hum. I see. Showing a look of interest Why do you think the client opposes that idea that was offered? Yeah. Yes. Elaborate on the pros and cons of that strategy. Youre talking about.? Now you wanted to review that proposal with me, right? I encountered this, that, and the other. Neat. Tell me more about that. Oh. Speaker says: We got an MRP system that Im not sure will help us Listener says: MRP system? What Im hearing you say. When is the meeting Right. How would you go about implementing that new programme? Explain to me your thinking on that issue. Providing a patient look with silence. Turning and facing the speaker. Describe the features of that product Please give me an example of what you mean.
Page 24
19. 20. 21.
22. 23. 24. 25. 26. 27. 28. 29. 30.
Answer: 2.00
ECSC/DZ/2012
31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50.
Really. Please explain how that can help the team. Wow. Offering steady eye contact. You mean? Speaker says: Fine, Just fine! Youre talking about.? Sounds like youre excited by that opportunity. Is that right? Seems like that was a frustrating experience for you? Leaning in slightly toward the speaker. I sense youre irritated with Don. Is that correct? In other words What you mean is Okay. What youre telling me is Sounds like youre saying . So you are feeling a loss of enthusiasm..Is that right? You are feeling frustrated..Is that correct? Much like youve experienced right? What do you think of my idea? Listener says: Fine?
ECSC/DZ/2012
Page 25
Task 20
ECSC/DZ/2012
Page 26
ECSC/DZ/2012
Page 27
ECSC/DZ/2012
Page 28
ECSC/DZ/2012
Page 29
ECSC/DZ/2012
Page 30
ECSC/DZ/2012
Page 31
ECSC/DZ/2012
Page 32

English Communication Skills Course Workbook Masjid Negara

Transféré par

Informations du document

Description originale:

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

English Communication Skills Course Workbook Masjid Negara

Transféré par

Droits d'auteur :

Formats disponibles

EFFECTIVE COMMUNICATION SKILLS