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    Communication Skills

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    AB11A4-Condor, Joana Mie
    This document provides information on communication skills and types of communication. It discusses the importance of communication in the workplace and identifies different communication methods such as verbal, written, electronic, phone calls, email, SMS, instant messaging, video calls, and in-person. Tips are provided on when to use each communication method based on examples. The document also discusses using questions to gather information, identifying primary, secondary and tertiary sources of information, and provides objectives and references.

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    Communication Skills

    Uploaded by

    AB11A4-Condor, Joana Mie
    91 views38 pages
    This document provides information on communication skills and types of communication. It discusses the importance of communication in the workplace and identifies different communication methods such as verbal, written, electronic, phone calls, email, SMS, instant messaging, video calls, and in-person. Tips are provided on when to use each communication method based on examples. The document also discusses using questions to gather information, identifying primary, secondary and tertiary sources of information, and provides objectives and references.

    Original Title

    COMMUNICATION-SKILLS

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    This document provides information on communication skills and types of communication. It discusses the importance of communication in the workplace and identifies different communication methods such as verbal, written, electronic, phone calls, email, SMS, instant messaging, video calls, and in-person. Tips are provided on when to use each communication method based on examples. The document also discusses using questions to gather information, identifying primary, secondary and tertiary sources of information, and provides objectives and references.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    91 views38 pages

    Communication Skills

    Uploaded by

    AB11A4-Condor, Joana Mie
    This document provides information on communication skills and types of communication. It discusses the importance of communication in the workplace and identifies different communication methods such as verbal, written, electronic, phone calls, email, SMS, instant messaging, video calls, and in-person. Tips are provided on when to use each communication method based on examples. The document also discusses using questions to gather information, identifying primary, secondary and tertiary sources of information, and provides objectives and references.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 38

    COMMUNICATION

    SKILLS
    OBJECTIVES :
    • Understand the importance of communication skills and
    its type.
    • Choose the right communication method.
    • Participate in workplace discussion using effective
    communication.
    • Create the correct type of question to gather information.
    • Differentiate sources of information.
    Communication is the ability to convey
    information effectively and efficiently.

    - It is a 2 way process where someone


    sends a message and someone
    receives the message
    Communication is an important part of the
    workplace.

    ** with the improvements in technology


    both hardware and software

    ** decide which communication method is


    the best for any given situation
    TYPES OF COMMUNICATION

    VERBAL – the sharing of information between individuals by


    using speech in a face to face manner.

    WRITTEN – communication which is performed through any


    written document e.g. letters, notes, memo. . .

    ELECTRONIC – all kinds of computer-mediated


    communication
    Tips to help you decide
    which type of
    communication method is
    best for any situation
    When to use Phone Calls
    - much faster than other communication methods

    - should be used if you need to understand or


    explain something to someone that may take a
    bit of time

    - drawback of phone calls


    = you have to know how to speak to other
    people
    When to use Phone Calls
    Examples
    - emergency meeting
    - quick updates
    - relay of short
    information
    When to use Email
    - Used to discuss or explain or work something out
    between
    a group of people
    - Good for explaining complicated topics that
    need supporting information

    - drawback of email
    = prone to be overused
    = tends to be a bit of a clutter if not used
    When to use Email
    Examples
    - business
    letter
    - reports
    - ordering
    When to use SMS (text)
    - it’s handy; allows you to send off a quick
    message to
    someone; wherever you are

    - Good for when you’re out and about


    When to use SMS (text)
    - Good for telling
    people
    - Where to meet
    - Where you are
    - Or you’re running late

    - drawback of SMS
    = not the best communication method for asking
    complicated questions or communicating to
    When to use SMS
    Examples
    - short
    announcement/s
    - emergency meeting
    - quick inquiries
    When to use Instant Messaging (chat)
    - Implementation of an instant messaging service
    - It’s instant
    - Send short message and get quick response
    - Good for sending information that just can’t be done
    over
    the phone or speaking
    When to use Instant Messaging
    Examples
    - quick chit chat
    - fast forwarding of messages and
    files
    - emergency meeting
    - quick inquiries
    When to use Video Calls
    - Similar to voice call, but it allows you to see each other
    on a
    screen
    - Great for engagement
    - Ability to work with people in
    other locations

    - Shouldn’t be overused
    - Can be quite personal with someone you don’t know
    When to use Video calls
    Examples
    - meetings
    - conferences
    - online
    classes
    When to communicate in person (face to face)
    - Get the attention of the person you are talking with.

    - Can judge body language, write and draw together to


    help the discussion.

    - Always ends with an outcome


    for the people involved located
    together
    When to communicate in person (face to face)
    - Lets you find out the real information or get a real
    judgement

    - Drawback : you do need to be


    located together
    When to communicate in person
    Examples
    - meetings
    - conferences
    - trainings / seminars /
    workshops
    USE QUESTIONS TO GATHER AND
    GAIN EXTRA INFORMATION

    How do questions improve communication at work?


    ** asking questions provides feedback
    ** the answers receive offers insight into the
    situation at hand

    ** the answers reassure you that you’re being


    helpful, through just asking the question
    USE QUESTIONS TO
    GATHER AND GAIN
    EXTRA INFORMATION
    TYPES OF QUESTIONS

     OPEN QUESTIONS

     CLOSE QUESTIONS

     PROBING QUESTIONS
    TYPES OF QUESTIONS
    • OPEN QUESTIONS
    • ask for elaborate / explanatory answers

    • begin with what, why, how, describe,


    explain, where, which, when etc.
    TYPES OF QUESTIONS
    • OPEN QUESTIONS
    • It can be questions :
    • asking someone to explain what happened at a situation
    or place,
    • asking why it happened
    • asking for details of an incident, history of some
    happenings,
    TYPES OF QUESTIONS
    • OPEN QUESTIONS
    • It can be questions :
    • explanation about their circumstances
    • explanation of needs
    • thoughts about something
    • ideas and feedback
    TYPES OF QUESTIONS
    • CLOSE QUESTIONS
    • Have very short answers like “yes” or “no”

    • Answers with a word or two

    • Used to gather information or exact details


    TYPES OF QUESTIONS
    • CLOSE QUESTIONS
    • Will I get a response by tomorrow?
    • Do we agree on this decision?
    • Are you happy with the services that we provide?
    • Which is your hometown?
    • What do you do for a living?
    TYPES OF QUESTIONS
    • PROBING QUESTIONS / TRIGGER QUESTIONS
    • Used to gather more details and information

    • Asked to clarify doubts and misunderstandings

    • These questions help you pull out information from people


    who are hiding information or avoiding from telling you
    something
    TYPES OF QUESTIONS
    • PROBING QUESTIONS / TRIGGER QUESTIONS
    • What is exactly is the current situation?
    • Who exactly is requiring these details?
    • When you need these data by?
    • What is exactly this information needed for?
    • What is the other process?
    IDENTIFY CORRECT
    SOURCES OF
    INFORMATION
    TYPES OF INFORMATION SOURCES

     PRIMARY SOURCES

     SECONDARY SOURCES

     TERTIARY SOURCES
    TYPES OF INFORMATION SOURCES
    • PRIMARY SOURCES
    • Original materials on which other research
    is based

    • Includes :
     Poems  interviews
     Diaries  surveys
     Court records  original research/fieldwork
     Research published in scholarly /
    academic journals
    TYPES OF INFORMATION SOURCES
    • SECONDARY SOURCES
    • Describe or analyse primary sources

    • Includes :
     dictionaries,
     Encyclopedias
     Textbooks
     Books and articles that interpret, review or synthesize
    original research/fieldwork
    TYPES OF INFORMATION SOURCES
    • TERTIARY SOURCES
    • Used to organize and locate secondary
    and primary sources

    • Includes :
     Indexes
     Abstracts
     databases
    REFEREN
    CES
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    &ved=2ah UKEwiRkvungM_sAhULCpQKHYjVAZ0Q4lYoAnoECAEQHA&biw=1263&bih=619#imgrc=wCwep6mdEf5n6M

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