ADAPTING TO WORK
Chapter 4
EFFECTIVE COMMUNICATION
Reading
Writing
Effective
Communication
Speaking
Listening
1. LISTENING
• Hearing is the process of receiving sound.
▫ It requires little thinking and very little effort.
• Listening is an active hearing process that
requires concentration and effort.
What makes a good listener?
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Look at the speaker.
Maintain eye contact.
Ask questions.
Get involved in the conversation.
Avoid interrupting or changing the subject.
Control your emotions.
Listen to speaker and evaluate with an open
mind.
Sympathetic Listening
• Also called empathetic listening.
▫ Being able to sense what the person is feeling.
• Keep your attention on the speaker.
• Do not interrupt.
• Ask questions that lead the speaker to make further
analysis.
• Ask clarifying questions to make sure you fully
understand.
• Try to find out why the speaker thinks or feels a certain
way.
Critical Listening
• The ability to differentiate facts from opinion.
• You may do this when considering a product or service
when you hear claims like “top quality” or “best buy”.
These are opinions, not fact.
• But when you hear “100% cotton” or “1 year guarantee”,
this is useful information.
Creative Listening
• Means listening with an open mind to new ideas.
• Used during the following group situations:
▫ Problem-solving techniques
▫ Brainstorming
▫ Ex: In brainstorming, all ideas are received without
judgment. Then after all ideas are presented, the group
votes on the best ideas and incorporated them in the plan of
action.
2. SPEAKING
• Most oral communication is informal. Some is formal.
• Informal speech can involve:
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Making contact with others
Exchanging information
Influencing others
Solving problems
• Formal speech is prepared in advance and for a
specific purpose.
▫ To inform
▫ To entertain
▫ To persuade or sell
Purposes of Formal Speech
• To Inform
▫ Your goal is to convey information to your audience in
an understandable manner.
▫ You can give facts and then reach your conclusions.
• To Entertain
▫ Purpose is to get your audience to relax and enjoy
themselves.
• To Persuade
▫ Designed to convince your audience to take some
action or to believe something.
▫ You must use solid facts and statistics.
Formal Speech continued…
• To give your formal speech added style, use visual aids
such as:
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Videos
Computerized slide shows
Audio recordings
Charts
Models
Objects
Nervousness
• A lot of you dislike formal speech. Here are some tips to helpful you
get over stage fright…
1. BUILD YOUR CONFIDENCE
1. Talk before small groups, including friends/family.
2. Take speech class.
3. Observe other speakers.
2. BE WELL PREPARED
1. Outline what you want to say.
2. Time yourself.
3. PRACTICE PUBLIC SPEAKING
1. Begin with short speeches and build to longer ones.
2. Practice slowly when expressing your thoughts.
E-mail Communication
• The most common form of communication in business.
• The rules of good writing apply. DON’T write like you text.
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Use correct grammar.
Proofread before sending.
Keep your messages concise.
Make sure you say what you really want to say.
• Remember: Email is not private. Employers can monitor
employees’ email (even if you delete a message).
HUMAN RELATIONS @ WORK
• Human relations: the art of getting along with others.
▫ You must have a good understanding of yourself and others.
▫ You must have a genuine concern for their needs and feelings.
• Helpful ways to be good at human relations:
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Accept differences.
Treat others as individuals.
Empathize with others.
Praise others.
Focus on problems. Not people.
Accept responsibility.
Treat others as equals.
Trust others.
Control your emotions.
Employer Expectations
• Rules
• Attitudes
• Absenteeism
Work Rules
• Most businesses have written and unwritten work rules.
• Work rules: The do’s and don’ts of fitting in
successfully and having a positive work experience.
▫ Unwritten rules: understood without being documented or
verbally communicated.
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Courtesy
Loyalty
Positive attitude
Punctuality
Work Rules
• Work rules: The do’s and don’ts of fitting in
successfully and having a positive work experience.
▫ Written rules: usually posted in employee work areas or
included in an employee manual.
 Companies that deal with hazardous chemicals or potentially
dangerous machinery enforce strict written safety rules.
▫ NEW EMPLOYEES should:
 Arrive early
 Leave on time (or stay a little later)
 Not take extra time on breaks
Work Attitudes
• Attitudes are important because they affect morale,
output, and public relations.
• A good attitude makes a favorable impression.
▫ TIPS
 Remember customer names and preferences.
 Make an extra effort to be helpful.
 Demonstrate knowledge, enthusiasm, and interest in
customers.
 Display genuine concern for the quality of products & services.
 Listen sympathetically.
 Take pride in yourself and your work.
Absenteeism
• The record and pattern of absence rates for workers.
• How to deal with it depends on the reasons for the
absences. Reasons why people call off:
▫ Serious or chronic illnesses, injuries, or family emergencies.
▫ Short-term illnesses, work-related incidents, personal
problems.
▫ Minor illness.
▫ Pretend illness.
Absenteeism
• Consequences for frequent absences:
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Pay deductions
Warnings
Temporary layoffs
Poor recommendations
Lack of respect
Termination
▫ High rates of absenteeism cost companies thousands of
dollars annually.
Maslow’s Hierarchy of Needs
Businesses strive to meet all of these needs for their
employees. Lower needs need to be met 1st. Once the
lower needs are met, the next higher level begins to
motivate people’s behaviors.
Herzberg’s Two Factor Theory
Hygiene Factors
Motivators
• Job elements that dissatisfy
when absent but do not add to
satisfaction when present.
▫ Pay
▫ Fringe benefits
▫ Workplace environment
• Job elements that increase job
satisfaction.
▫ Challenging work
▫ Responsibility
▫ Achievement
▫ Opportunities for personal
growth.
Results of Job Satisfaction
Increased
Productivity
Self-Esteem &
SelfActualization
Rewards
&
Opportunities