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Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

11

Communication For
Business
PART A: INTERPERSONAL SKILLS
PART B: WORKING IN TEAMS
PART C: INTERACTING WITH CLIENTS
PART D: WRITING FOR BUSINESS
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

12

Part A:
Interpersonal Skills
Chapter 1
Communicating at work

Chapter 2
Resolving conflict and negotiating

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

13

Communicating at work
Topics Discussed:

Chapter 1

Communication at work
Skills of a good communicator
The communication process
Sending and receiving
Non-verbal communication
Questioning skills
Active listening
Empathy
Cultural awareness

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

14

What is communication?
Communication involves:
Creating a shared meaning between people
Reaching a common understanding of an
idea or concept

Person-to-person
In a small group
In a meeting
In an organisation
In the mass media

Improving efficiency and job satisfaction

Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

15

Communication at Work
Who did I communicate with?
Client, colleague

Why did I need/want to communicate?

Collect information, socialise

How did I communicate?

Face-to-face, email
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

16

Skills of a good
communicator
Good communicators:

Speak and write clearly

Listen actively
Give feedback
Make eye contact
Avoid interrupting
Respect the views of others
Ask questions
Use appropriate non-verbal behaviour
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

17

The Communication
Process

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

18

Sending and Receiving

Factors affecting the sender and
receiver:

Feelings
Attitudes
Values
Experiences
Culture
Self-esteem

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

19

Interference
The message does not reach the receiver
The receiver misunderstands the message
Examples of interference:

Rank, status, power

Equipment failure
Wrong channel
Ambiguity
Bias or prejudice
Emotional state
Fear of change, denial

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

110

Non-verbal
Communication

Non-verbal communication does not

use words. It relies on:

Eye contact
Facial expressions
The way we stand or sit
Gestures
The use of personal space
Voice characteristics
Spatial arrangements
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

111

Questioning
Different types of questions help you
get the information you need:
Closed
Open
Probing

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

112

Active Listening
Listen actively to the answers by:
Attending
Following
Reflecting

Active listening is a skill you

learn by PRACTICE.

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

113

Listening barriers
Barriers to effective listening:
Interrupting
Letting your emotions control your
listening
Inadequate background knowledge

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

114

Empathy
Uncovers
complex
needs and
concerns

Improves
relationships

Empathy
Supports
confidence
and selfknowledge
Copyright 2003 McGraw-Hill Australia Pty Ltd
PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

Encourages
developmen
t and growth

115

Cultural Awareness
Value diversity and create empathy
by:
Valuing others
Taking other peoples needs, concerns and
values seriously
Showing interest
Using inclusive language
Avoiding generalisations and stereotyping

Copyright 2003 McGraw-Hill Australia Pty Ltd

PPT t/a Communication for Business by Access Series
Slides prepared by TAFE NSWAccess Division

116