WHAT IS COMMUNICATION Giving receiving or exchanging information

WHAT IS COMMUNICATION? Giving, receiving or exchanging information, opinions or ideas by writing, speech, visual means, so that the material communicated is completely understood by everyone concerned.

Why is communication important to business? • Good communication matters because business organizations are made up of people. “In business, communication is everything. ”

FACE TO FACE Face-to-Face Communication The sender and receiver of information can communicate in a timely manner. The receiver may disagree, ask a question, or repeat information. The sender and receiver can engage in a dialogue about the message. In face-to-face communication, there is an opportunity for feedback.

Oral Communication - Oral communication is a process whereby information is transferred from a sender to receiver usually by a verbal means but visual aid can support the process. - The receiver could be an individual person, a group of persons or even an audience. There a few of oral communication types: discussion, speeches, presentations, etc. - However, often when you communicate face to face, the body language and your voice tonality has a bigger impact than the actual words that you are saying.

Body Language • To be a great presenter you need to start becoming aware of your body language and what it is saying. • Gestures need to be expressive, emphasizing what you are saying but at the same time neutral. • Body language, is the dominant factor including, posture, handshake and the way we are dressed. If you want to send out the message of professionalism ensure you have good upright posture, use good eye contact, open body language and have a firm handshake. Make sure your clothing is appropriate to the work situation, and is neat and tidy.

Tone of Voice • A high-pitched shrill voice is very difficult to listen to. • Ensure we are producing a good resonant sound that can be heard by our audience. • A resonant voice is a deep rich, low voice produced mainly in the chest, which is pleasing to the ear. • Women naturally tend to have high pitched, nasal voices • Men's naturally have lower and louder voices.

The Importance of Face-to-Face Communication at Work • A global survey shows that 67 percent of senior executives and managers say their organization would be more productive if their superiors communicated more often by personal discussion. • People-to-people (P 2 P) communication skills remain one of the primary success factors in business, even in this age of technology. • One of the most critical areas of communication to get right in business is the one-on-one situations - especially offering advice, constructive feedback, and annual performance appraisals. • Nonverbal communication, such as tone of voice, facial gestures and eye contact help individuals understand the importance of a task and the need to complete it on time.

Effective Telephone Calls 1) Before Calling q q q Choose the right time to call. Check the number Plan the call Be prepared Avoid interruptions

2) During the calling 3) q Be courteous & establish a rapport q Put a smile in your voice q Check your notes q Obtain feedback q Close in a positive, courteous manner 3) After the call q Make notes q Take action

How to be effective on the phone • How to be effective on the phone • Have an aim: When making an outgoing call, always know what you want to discuss. Always ensure that you have all the documentation you need to achieve your aim. This saves both your time and the time of the person you are talking to. • Tailor your style to that of the person you are talking to: Busy people often prefer a clean cut, direct approach with a bare minimum of social chat. Others may prefer a more sociable approach. Tailor your approach to their style. • Limit social conversation: Social chat may be pleasant, but taken to extremes it wastes time. It can be intensely frustrating if you have a lot of work to do.

• Give concise answers to questions: Long rambling answers are unprofessional, dull and confusing. • If you don't know an answer, say so: If someone relies on you when you are guessing, and you guess wrong, then they will never trust you again. If you do not know something, say you will get back to them with a firm answer. • At the end of a call, summarize the points made: This ensures that both people agree on what has been said, and know what action will be taken. • Don't talk to anyone else when on the phone: This makes your organization look small. Put the other person on hold, then talk.