HM113 - Communication and

Presentation Skills
Module 1: Communicating in Business
Methods of Communication
Learning Outcomes: Methods of Communication

1.2 Differentiate between different methods of communication

1.2.1 Discuss the importance of listening
1.2.2 Discuss verbal communication and its role in business
1.2.3 Discuss nonverbal communication and its role in business
Five Keys Skills For Active Listening

During active
listening, listeners give
feedback to the
speaker, confirming
an understanding of
what the speaker has
said by asking
questions and making
clarifying statements
Five Keys Skills For Active Listening
1. Pay close attention and paraphrase to ensure understanding: If you can step into
the conversation by saying, “So let me see if I understand this correctly. What you’re
saying is….” then you’re listening hard enough. If you’re saying, “Uh-huh, uh-huh,”
but not really recapping a set of statements, then try listening a little harder.
2. Ask open ended questions: These questions can encourage the speaker to
elaborate on a point, rather than forcing them to say yes or no. This elaboration can
also help you understand better what the speaker is trying to communicate.
3. Give good body cues: Make eye contact, lean in while the speaker is talking, and
don’t let your gaze drift away. If you’re leaning back in a chair reading what’s on
your computer monitor, the speaker isn’t going to feel like you’re paying attention
even if you are. You can also use body cues to reflect the speaker’s emotions—you
don’t have to laugh or cry along, but you can indicate a level of understanding with
a facial expression or a nod.
Five Keys Skills For Active Listening (Cont’d)
4. Minimize distractions: Turn off your radio or push your monitor in another direction
in order to pay closer attention to what your guest has to say. When someone is
talking to you, do your best to minimize anything that could steal your attention
away from the conversation.
5. Keep yourself out of the conversation: Avoid sharing how you handled a similar
issue, unless you’re specifically asked for advice. Keep an open mind about the
subject matter, even if you don’t agree. If someone is complaining about your
previous behavior or choices, wait until he or she is done before you launch into a
defense. Better yet, don’t launch into a defense. Instead, ask clarifying questions
and make sure that you totally understand the other person’s point of view before
crafting your response.
 To ensure that you’re heard
1. Help your audience by paraphrasing: If no one in your audience is being kind
enough to break in to clarify his understanding of your point, then do it for them!
Pause mid-point and say, “Let me stop here for a moment. Am I being clear about
what I’m trying to say? Is there anything up to this point that you’d like me to go over
again?” By posing these questions, you’re encouraging your audience to participate
in active listening.
2. Minimize things that could be distracting during your conversation: Don’t be afraid
to ask your audience to turn off the television for a moment while you make an
important point.
3. Keep your audience out of the conversation: In much the same way you kept
yourself out of the conversation when someone else was talking, don’t invite them to
share their own personal stories. It distracts from the point you’re trying to make.
Verbal Communication
Verbal Communication: is the sharing of information using words. These
words may be spoken or written.
Spoken vs. written communication:
• Formal versus Informal: We generally use spoken communication
informally while we use written communication formally.
• Synchronous versus Asynchronous: Synchronous communication is
communication that takes place in real time, such as a conversation
with a friend. In contrast, asynchronous communication is
communication that is not immediate and occurs over longer periods
of time, such as letters, email, or even text messages.
• Recorded versus Unrecorded: Written communication is generally
archived and recorded for later retrieval while spoken communication
is generally not recorded.
Verbal Communication: Spoken vs. written
communication:

Spoken Communication Written Communication

• Less Formal • More Formal
• Synchronous • Asynchronous
• Build a sense of trust • More impersonal
Verbal Communication

What are the benefits of spoken communication?

• easier to understand
• allows chances for feedback
• may be emotional
• allows for input
• creates relationships and bonds to listeners
• creates a higher degree of certainty
Nonverbal Communication
Here are some types of nonverbal communication and the effects they can
have on the success of your communication:
• Facial expressions: see the effects of your words on audiences' faces.
• Gestures: e.g. When you speak point-out something, move warmly.
• Proximity: How close you are to your audience when you speak sends a
nonverbal message. If your size is imposing and you leave a very small
distance between you and your listener, it’s likely your nonverbal
communication will be a bit threatening. On the other hand, giving
someone too much space is an awkward nonverbal communication that
might confuse your listener.
• Touch: e.g. Shaking an audience member’s hand, putting your hand on his
shoulder:
• Eye contact
• Appearance: e.g. Your clothing, hair, and jewelry are also a part of
nonverbal communication.
Ethics in Business Communication
Learning Outcomes: Ethics in Business
Communication
1.3 Discuss the importance of ethical communication
1.3.1 Identify key guidelines for ethical business communication
1.3.2 Describe how to communicate ethically online
Guidelines for Ethical Communication

Follow the seven principles with your communication:

Clear
Concise
Objective
Consistent
Complete
Relevant
Understanding of Audience Knowledge

Fake news is an unethical communication example

Guidelines for Ethical Communication

I am honest—my actions bring respect for and trust in the communication

profession.
I communicate accurate information and promptly correct any errors.
I obey laws and public policies; if I violate any law or public policy, I act
promptly to correct the situation.
I protect confidential information while acting within the law.
I support the ideals of free speech, freedom of assembly, and access to an
open marketplace of ideas.
I am sensitive to others’ cultural values and beliefs.
Guidelines for Ethical Communication (Continued)

I give credit to others for their work and cite my sources.

I do not use confidential information for personal benefit.
I do not represent conflicting or competing interests without full disclosure and
the written consent of those involved.
I do not accept undisclosed gifts or payments for professional services from
anyone other than a client or employer.
I do not guarantee results that are beyond my power to deliver.
Practice Question 2

As a communicator, you are nearly assured of composing an ethical

communication if you

a) stick to the seven principles of communication

b) use tricky language that your audience might not understand
c) give credit to your sources
Being Ethical Online
• When posting create factual
information and ensure confidentiality
e.g. posting information that violates
patient confidentiality -> posting a
picture of yourself and your patient and
say, “That kidney transplant has been
very successful!” Even if you work for the
Cleveland Clinic, that’s not appropriate
unless you have the correct forms from
the patient saying it’s okay to release that
information.
• When using materials, be sure to check
the integrity of the source and the
copyright
Staying Connected
Learning Outcomes: Staying Connected

1.4 Discuss the importance of staying connected with colleagues, other

professionals, and customers in the digital age
1.4.1 Discuss the importance of staying connected with colleagues
and other professionals in the digital age
1.4.2 Discuss the importance of staying connected with customers in
the digital age
Staying Connected: Colleagues

List document and work sharing tools

Describe private messaging and “chat” tools

Share ideas of quality video communication

Staying Connected: Customers

Digital communication tools can provide those avenues, but they also need to
facilitate various methods of communication and complete the social
communication model’s circuit if they’re going to be effective.

Here are some tools:

Project and document sharing tools
Websites
Blogging and Social Media
Private message and “chat” tools
Video chat
Quick Review
• What are the principles of effective communication? Give an example to
take a look at how each of these principles figures in a message.
• Identify the types of your audience in communication, give an example.
• Draw and Discuss the process of the social communication model
• What is meant by active listening? List the active listening skills? give an
example in each skill.
• What is meant by verbal communication? Compare between the spoken
and written communications
• What are the benefits of spoken communication?
• List the nonverbal skills? give an example in each skill.
• List at least six Guidelines for Ethical Communication, and how you are Being
Ethical Online
• What are some ways that you can stay connected with coworkers and
customers?