VUMILIA AFRICA Professionalism and Effective Communication Skills COMMUNICATION Learner Guide Details Please Complete this Section Name and Surname |, : 7 . Meno hugo PEDZA | Organisation ‘Unit / Department Facilitator Name Date Started ‘Date of Completion | |.Leamer Guide This guide is part of a learning programme that assis's learners to obtain an understanding on how to conduct themselves professionally in the workplace with a key focus on communication skills. This material is the property of Vumilia Africa Group. Vumilia Africa Group holds the intellectual property and copyright of this Learning Programme. None of the documents in this leaming programme pack may be reproduced or used in any form or by any means, graphic, electronic or mechanical, including photocopying, typing or information and retrievat systems, without permission of Vumilic Africa Group issued by an authorised representative thereof. | Enquiries should be directed to: | Physical : Suite 48, Building 1. Prism Business Park, Ruby Close, Fourways, Johannesburg 1s Floor Chiyedza House, Corner 1 and Kwame Nkrumah Harare, Zimbabwe Telephone: +27 11 3670635 Email: info@vumiliaafrica.coza Web: www.vumiliaatrica.co.za i. © Vumilia Africa Group - info@vumiliaafica.co.zaLearner Guide Professionalism and Effective Communication su) Table of Contents 1. Beha a Professional Understanding Professionalism... LL. Behave professionally in a business environment, 1.1.2. What is Professionalism?... 1.13. Why Professionalism st 1.2, Whatis a Professional? .... . LRA. Characteristics of a Professional. 2. Business Etiquette Definition Importonce of Business Etiquette. 23. Professional Dress Code. 234. _ Rules for dress in the business world 23.2. Tips on Dress Code: Office Behaviour Do's and Don'ts. 2.8.1. General Office Behaviour Do's and Don'ts ;. How important is a smile?. Hints and Tins When deoling with Colleagues... oe 2.6.1. Why itis important to honour one's own working hours 2.6.2. Keeping colleagues informed about work activities. 2.7. Understanding the work environment. 2.7.1. What to look out for: z. 2.7.2. What does this mean for your 2.73, Importance of a Positive Attitude 2 jicate positive attitude 275. ive people have: 3. Communications Skil. 3.2. Define Communication. 3.2. The communication process 3.3, Forms of Communication... 3.3.1, Verbal Communi a 33.2. Non-verbal / Interpersonal Communication 3.3.3. written Communications 3.3.4. Formal and informal Communication 3.35. Visual Communication 3.4, Principles of Effective Communication... 3.5. Identify Communication Styles. 354, Passive. _ 35.2. Aggressive 3.5.3. Passive Aggressive 354, Assertive . 3.6 Identify Communication Borriers 3.6.1. Linguistic Barriers ie 3.6.2. Psychological Barriers... 3.6.3. Emotional BarrietS ume ss a 3.64. Physical Barriers to Communication 0.0 3.65. Cultural Barriers of Communication, 3.6.6. Organisational Structure Barriers. 3.6.7. Attitude Barriers 3.6.8. Perception Barriers. 3.6. Physiological Bartlers. 3.6.10. Technological Barriers & Socio-elgious Barriers 27. Give and receive constructive feedback. 3.7.1. Tips for giving (and receiving) constructive feedback, Meeting and Interacting in Business Setting 4.1. Eight impressions in seven seconds . © Vumilia Africa Group - info@vumiliaatrica.co.za iit5. | Learner Guide Professionalism and Effective Communication Skills 4.2. Creating a positive first impression 0.00.0. 4.3. Greet quests in the reception a7€0.......envnsnn 4.4, Provide superior service... 45. Proper use of a handshake 46. — Making Introductions a 4.6.1. General introductions ...n 4.6.2. Greetings oa 4.6.3. Closing an interaction with a customer. 4.6.4. Welcome guests visiting a manage 4.6.5. Deal with unexpected guests... 4.7. Managing non-verbal cues.. 4.7.1. Positive and negative body language. 4.7.2. Good Posture and Eye Contact 4.7.3. Good Posture and Eye Contact. 4.8. Managing personal spaces. “48.1. Reasons why tis important to respect other people’s space... 4.8.2. Invite Cooperation 4.83. Reactions to an invasion of someone's space. Telephone Communication 5.1. How communication works 5.2. Communication Methods 5.2.1. Forms of Communication 5.2.2, Ways to improve your non-verbal communication skills. 5.3, Listening Skills, eee 34 5.3.1, Hearing versus Listening. 34 5.3.2. Pointers for effective listenin 34 5.4, Telephonic Greeting ..1.0me 34 5.4.1. Answering the phone. . 35 5.4.2. Delivering Excellent Customer Service on the Telephone eons 35 5.5. BCs of Effective Communication. 5.5.1, Clarity 5.5.2. Completeness 5.5.3, Conciseness 5.5.4, Conereteness. 5.5.5, Consideration 5.5.6. Correctness. 5.5.7. Courteous 5.5.8. Coherent 5.5.9. Bridging a call sn 5.5.10. Five forbiddgn telephone phrases: 5.6, Telephone Rules. 5.7. The 10 steps to handle a call correctly. 58. Projecting a Positive Image through your voice Role Ploy Exercises, ne Written Communication Making e-mail effective... E-mail etiquette guideline Business Etiquette Quiz Workplace ethics . 7.4. What is Workplace Ethics? 7.2. Ethical values on the job Good Ethical Behaviors in The Workplace . 7.3.4, Obey The Company's Rules & Regulation 7.3.2, Communicate Effectively 73.3. Develop Professional Relationships. 7.3.4, Take Responsibility, 7.35. Professionalism/Standards. snes 38 © Vumilia Attica Group - info@vumiliaatrica.co.za{ Learner Guid Professionalism and Effective Communication Skills } 73.6, Be Accountable 73.3. Uphold Trust... 73.8, Show Initiative without being tol 7.3.9. Respect Your Colleagues. 73.10. Work Smarter.. 74. Unethical workplace behaviours 743. Ues. —— 74.2. Taking Credit for Others Hard Work... 7.4.3. Verbal Harassment/Abuse.. 7.48, Violence. . 7.45. Non-Office Related Work... 7.46. Extended Breaks. 7.4.7. Theft/Embezzlement 7.48, Sexual Harassment, 7.49. Corrupt Practices. Contact Information. © Vumilia Africa Group - infoSvumiliaatrica.co.za, veee [Learner Guide “Professionalism and Effective Communication sa) 1. Behaving like a Professional Employees play a pivotal role in building on aimosphere of trust, confidence. and loyalty among an organisation's customers. Every member of the team has an opportunity to contribute to creating a compelling customer experience, or one that falls fo deliver on brand promise. Few would argue that staff on the front line greatly influence the customer experience, but the reality is all employees play a role in reinforcing a company’s commitment to the customer. Consider each individual touchpoint along your customer lifecycle. It begins when the customer first hears about your organization. It continues as long as the products or services are used or even considered by the company. Think about all of the people that support the tools, processes, data, systerns, communication, etc. for each interaction. It is easy to see how nearly every employee plays a part in the experience a customer has with your company. Employees can gain the trust and loyalty of customers by becoming ambassadors of the company. They can do this simply by the way that they behave towards each other and to external stakeholders. In simple terms = employees should behave professionally. 1.1. Understanding Professionalism 1.1.1. Behave professionally in a business environment’ Professionalism in the workplace it is required of all staff employed by an organisation to behave in a professional way in the business environment. 1.1.2. What is Professionalism? “the conduct, aims, or qualities that characterize or mark a profession or a professional person.” Merriam-Webster dictionary «The skill, good judgment, and polite behaviour that is expected from a person who is trained to do a job well 1 © Vurnilia Africa Group - info@vumiiaatrica.coza1.1.3. Why Professionalism Formerly perceived as soft skills, busy, results-oriented professionals have found that professional etiquette influences their success because it: . Differentiates them in a competitive market 4 Honours commitments to quality and excelience a Enables them to be confident in a variety of settings with a variety of people from all walks of life . Modifies distracting behaviours and develops admired conduct 1.2. What is a Professional? 1.2.1. Characteristics of a Professional Concemed about improving their standards of performance Committed to self-development and life-long learning Look for what's wrong rather than for who's wrong self-directed Use other's talenis fo complement their own Appreciate the accomplishments of others and make a positive contribution themselves 7. Systematically measure their progress foward realistic goals aoa ere Professionals are flexible, courteous, competent, helpful, responsible, well- groomed, efficient, patient, and knowledgeable. They are good communicators, listeners, and team players. and they consistently demonstrate a positive attitude. AS a representative of your company, your appearance and behavior make an impression on the people you serve as well as on your co-workers. Your work activities often involve interaction with others, and work must often be produced through your co-workers. Professionalism can enhance your self-image and the respect your co-workers have for you. It can also improve the organization's climate, which gffects employees’ attitudes, motivation, and productivity, © Vumilia Attica Group - info@vumiliaatrica.co.70,Leamer Guide Professionalism and Effective 2.3.2. Tips on Dress Code: * Less is more Mirror your company’s image * Be Neat * Don't be revealing * Dress for Daytime * Avoid Tackiness and Trends Office Behaviour Do's and Don'ts . General Office Behaviour Do's and Don'ts a j Dont. a + Say good moming © Talk harshly Say thank you * Condescend * Say please + Backstab + Be helpful © Gossip * Be fiendly + Be rude fo customers * Be polite * Bad mouth the company + Seek help for anger problems ‘Bring your personal life to work + Dress professionally * Take long breaks or lunches © Ask permission to enteraco-workers’ | Say its not your job space or cubicle + Interrupt others + Show appreciation + Have an office romance * Control your emotions Use drugs or alcohol at work * Have a sense of humour Wear provocative clothing * Be courteous and show respect + Be achronic complainer toward others «Take responsibility for your mistakes * Be helpftl; ask if help is needed 2.5. How important is a smile? Do you think that customers notice if we don't smile? How do you react when somebody smiles at you? Where and when in your job is it important to ‘smile? How often have you smiled today? 3 Putting a smile on your face changes your aititude and posture automatically - so please remember to smile - right now! © Vumila Aftica Group - info@vumilicatfica.coza 4Leamer Guide only. Get fo work ten minutes before it is time to start work. If you are meant to start work at 8 am, you need to be at your desk and ready to work at 8am. 2.6.1. Why it is important to honour one's own working hours People have different attitudes to working hours. Most organisations have fixed hours of business, during which time, employees are expected to be at work. Example John leaves the office 10 minutes earlier than he should. Over a week he is taking almost an extra hour from his normal working hours. John is stealing a significant amount of company time. You are being paid for doing work for a certain amount of time and if you aren't there for that length of time, then you aren't living up to the obligations that you agreed to by taking the job in the first place. It you're late 10 minutes here and 5 minutes there, that adds up. If an employer made an employee stay late every day 10 minutes here and 5 minutes there, would the employee continue to put up with it after a while, or would he say "This is rubbish, Im going to leave when Im supposed t if your employer has 10 staff members coming in 10 minutes late five times a week, that amounts to 500 minutes that the employer is paying for that are going down the drain. That'glike paying an employee over 8 hours of wages for doing nothing. Being on time for work actually means showing up at. the place you work 10-15 min, early. Why? So you have time to go inside, put your Coat away, go to the toilet if you need to, get your cup of coffee, etc. put your lunch away, etc. And, be at your desk/place along the assembly line, etc. a couple of minutes early, ready fo go. © Vumilia Attica Group - info@yumiliaatrica.co.zaLeamer Guide Professionalism and Effective Communication Skis 2.6. Hints and Tips When dealing with Colleagues + Treat all of your colleagues, subordinates and Managers with respect, Remember that you always owe your boss more information. Be sure that they know exactly what you are doing, let them know immediately if there is a problem. Never surprise your boss! + Never treat people differently. Don't treat the company secretary differently to the lady that makes your tea. Don't treat people according to their corporate standing. Show courtesy and respect to everyone - regardless of their position in the company. + This manual has been written from a Westem culture point of view. Remember that etiquette in different cultures requires some flexibility and adaptation. Always take language differences, food customs, dress and holidays into consideration. If there are new employees or guests at your company make sure that they are made to feel welcome. Spend some time showing them cround, introducing them to staff members and explaining procedures. This is not going the extra mile, itis just common courtesy and is the least you can do. Compliment colleagues and customers on work well done, successful business deals and general daily business relationships. Thank customers ‘and colleagues for any help or business that comes your way. Remember thaPthere is no “I” in “team’ Dress for Success! Wear the right clothes for the job. _ If you want to be taken seriously, you need to dress professionally. + Do your job fike a professional with professional standards, all the time. Remain level-headed and optimistic - aways think before you act. Keep your work area clean and tidy. ; + Always give more than you have promised. Never break a promise! Smile - even if you don't feel like it «Avoid using your cell phone during office hours - use it for emergencies 5 © Vumilia Attica Group - info@vumiliaattica.cozaLeamer Guide Skills 2.7.2, What does this mean for you: + Make a life-long commitment to continuous personal growth. Develop your competitive advantage, in other words, what makes you so special? + Assume the responsibility of being the principal driver of your career, with support from your manager and the Organization. + “Go with the flow” so you-can quickly and nimbly adapt in times of uncertainty and rapid change. + Weigh career opportunities based on which ones offer the most learning potential. + Be prepared fo take on new responsibilities on a trial basis. + Pay attention to expanding and improving your transferable skills, that is, those skills and experiences which are useful for a wide range of jobs. + Have an ongoing focus on building professional relationships and expanding your network 2.7.3. Importance of a Positive Attitude We are constantly being told to “Be Positive!” and “Think Positively”, yet it can be hard to do so when life is getting us down. However, most of us would like to have a positive attitude, as it makes people warm to you, it helps you through difficult times, and studies have shown that people who look on the bright side ‘are happier and more successful than those who see problems everywhere they look. 2.7.4. Qualities that indicate positive attitude Take the example of someone who shows up early/ on time for work. What does that tell us about that person's attitude? It shows deperability, reliability, and, most importantly, trustworthiness. It also shows that s/he cares about being on the job to do his/her bit. It also shows s/he is a team player, when s/he is there on time, ready and willing to get to work with co-workers. Showing up early/on time shows that you respect yourself, and your employer, as weil as your co-workers, It shows you care about doing your job, and doing the best you can. You're not just there for the pay cheque: It is not only the attitude of a positive person that makes us admire them, it is also the effect that they have on those around them. It is far more pleasant to work with someone who is upbeat and cheerful than with someone morose and © Vumilla Africa Group ~ info@vumiliaatrica.co.za,2.6.2. Keeping colleagues informed about work activities in every business environment is good work practice to keep colleagues informed about your work activities, such as: © Progress. Absence from workstation * Absence from work * Leave Good work praclice is about keeping others informed about your work activities, where your progress or absence influences someone else's work. Failure 10 follow good work practices will cause you to be in trouble and will make working with you difficult 27, 27.1. Understanding the work environment Keeping up with the rapidly changing workplace is key to your career growth ‘and success. You need to adapt to these trends or tisk being “left behind.” What to look out for: Job change is becoming more common. By the time they have been working from 7 to 10 years, many people have held 3 or more jobs There is a greater emphasis on core competencies, skils, and behaviours— those things which one does well which were the source of past accomplishments—rather than job titles or longevity. Employees need to be increasinaly flexible to organizational changes and new opportunities. Job satisfaction starts to decline dramatically after about five years in the same position Performance-based, shorter-duration, renewable contracts are replacing traditionaflifetime employment and loyalty The location of work is changing. More teams are, global and virtual The increased complexity of work requires more and better collaboration and communication. Technology skills are vital. ° The workplace focuses less on “jobs” per se and more on roles and job profiles. People are assigned to projects and assignments based on their capabilities not just fitles. Successfully moving from assignment to assignment increasingly depends on maintaining multiple networks and developing work search skills. Knowledge work is increasing on all fronts. © Vumila Africa Group - info@vumiliaatrica.co.zaLeamer Guide Professionalism and Effective Communication Sh 3. Communications Skills 3.1. Define Communication Communication is simply the act of transferring information from one place, person or group to another. Every communication involves {at least) one sender, a message and a recipient. This may sound simple, but communication is actually a very complex subject The transmission of the message from sender to recipient can be affected by a huge range of things. These include our emotions, the cuitural situation, the medium used to communication, and even our location. The complexity is why good communication skills are considered so desirable by employers around the world: accurate, effective and unambiguous communication is actually extremely hard. Definition Communication can be defined as the imparting or exchanging of information by speaking, writing, or using some other medium. Itis the successful conveying or sharing of ideas and feelings. The definition above makes it clear, that communication is more than simply the transmission of information. The term requires an element of success in transmitting or imparling a message whether information, ideas or emotions. Acommutication therefore has three parts: the sender, the message, and the recipient. The sender ‘encodes’ the message, usually in a mixture of words and non- verbal communication. It is transmitted in some way (for example, in speech or writing), and the recipient ‘decodes’ it. Of course, there may be more than one recipient, and the complexity of communication means that each one may receive a slightly different message. Two pedple may read very different things into the choice of words ‘and/or body language. It is also possible that neither of them will have quite the same understanding as the sender. © Vumilia Attica Group — info@vumiicaltica.co.za 10Professionalism and Effective Communication Skills miserable. The zest for life is contagious, and the positive outlook spills over on to others, making everyone happier at work Research has shown that people who are generally optimistic and who expect things to.go well rather than expecting things to go badly, lead healthier, happier lives and usually live longer as well. So what are some of the characteristics of @ positive attitude? You have written down some of them in the table above, but here are some others that you may recognise. 2.7.5. Positive people have: . Resilience - positive people don’t give up the first ime that something goes wrong; they keep trying, Forgiveness - they have the ability to forgive past mistakes, both their own and others. They “move on", rather than dwelling on injustices and wishing they could get revenge. Our former President, Nelson Mandela, is one of the most outstanding examples of a man with this quality, and he has won the hearts of people all over the world as a result of it. «Future orientation - instead of worrying about things in the past that cannot be changed, ¢ person with a postive attitude will focus on the fulure, and on how s/he can prevent things from going wrong next time, + The ability to accept responsibility - Negative people seem to waste time and energy on blaming others, their background, etc. for their failure or misfortune. You can never be truly happy until you recognise your own mistakes and weaknesses and accept responsibility for them. Some indicators of a good altitude while working are: smile, good posture, talking in nice tone of voice, being interested in others, making complaints in appropriate ways at appropriate fimes, being respectful and courteous. being calm, doing good job, and handling anger appropriately. Some indicators*f a bad attitude are: unhappy look on face, slumping in chair or while standing, causing trouble (constant complaining, telling co-workers about ail the bad things about the job, encouraging co-workers to have a bad attitude, etc.) losing temper, whining, mumbling, doing a poor job, and ignoring others Reasons for having a good attitude on the job include: you keep your job and have a better chance of getting promoted or getting a raise; you make friends; customers are easier fo deal with when you are have a good altitude; customers are more likely to come back to your business; and, co- workers work better with you 9 © Vumilia Africa Group - info@vumilicafrica.cozaLeamer Guide Professionalism and Effective Communication Skills Successful encoding of messages for the audience and channel is a vital skill In effective communication Decoding Messages Once received, the recipient needs to decode the message. Successful decoding is also a vital communication skill People will decode and understand messages in different ways. This will depend on their experience and understanding of the context of the message, how well they know the sender, their psychological state and how they feel, and the time and place of receipt. They may also be affected by any Barriers to Communication which might be present. There are therefore a wide range of factors that will affect decoding ond understanding. Successful communicators understand how the message will be decoded, and anticipate and remove as many as possible of the potential sources of understanding. Feedback The final part of a communication is feedback: the recipient lets the sender know tha! they have received and understood the message. Recipients of messages are likely to provide feedback on how they have understood the messages through both verbal and non-verbal reactions. Effective communicators pay close attention to this feedback as it is the only way to assess whether the message has been understood as intended, and it allows any confusion to be corrected. Bear in mind that the extent and form of feedback will vary with the ~~ communigation channel. Feedback during a face-to-face or telephone conversation will be immediate and direct, whilst feedback to messages conveyed via TV or radio will be indirect and may.be delayed, or even convey through other media such as the Internet. Effective communicators pay close attention to this feedback as it is the only way to assess whether the message has been understood as intended, and it allows any confusion to be corrected © Vumilia Affica Group - inlo@vumilicatrica.co.za 12Leamer Guide 3.2, In face-to-face communication, the roles of the sender and recipient are not distinct. The two roles will pass pack and forwards between the two people talking. Both parties communicate with each other, even if in very subtle ways such as through eye-contact (or lack of) and general body language. In written communication, however, the sender and recipient are most distinct, The communication process The Communication Process , Petar ’ = roof « - Barriers 122016 shilstounced com Encoding Messages All messages must be encoded into a form that can be conveyed by the communication channel chosen for the message. We all do this every day when transferring thoughts into spoken words or a written form. However, other communication channels require forms of encoding, e.g. text written for a report will not work wellif broadcast via a radio programme, and the short, abbreviated text used in text messages would be inapproprifte in a letter or in speech. Complex data may be bes! communicated using a graph, chart or other visualisation. Effective communicators encode their messages so that they fit both the channel and, the intended audience. They use appropriate language, conveying the information simply and clearly. They also anticipate and eliminate likely causes of confusion and misunderstanding, They are generally oware of the recipients’ experience in decoding similar communication. © Vumilio Africa Group —info@vumiliaatrica.co.zaLearner Guide - 7 Professionalism and Effective Communication | 3.3. Forms of Communication Let us delve deep into the 5 types of communication observed between the group of people or a formal team. 3.3.1. Verbal Communication Verbal communication can also be called as Oral communication. In very simple terms,,cny communication that happens orally between people is known as verbal communication. The objective of such communications is to ensure that people understand whatever you want fo convey. Because of its very nature, verbal communications is more quick and -precise then email communication. In the era of messaging via WhatsApp or using email, people stilt prefer personal meetings or phone calls (or face to face skype calls) because they are effective and much more convenient in conveying the message. Nowadays, Verbal communication is an important aspect and is looked as a key strength in an individual © Vumilia Africa Group - info@vumilicattica.co.za‘Communication Skills, Leamer Guide 3.3.2. A manager or an executive needs to have good verbal communication skills A manager has to handle a team of people and he needs to be skilled to convince the team of people in acting like he wants them to. Executives meet many customers who are each different in terms of their understanding and talking skills. Thus, Executives to need excellent verbal communication skills The higher up an organization you go, the better should be the verbal skils that you have. This is because you need to ensure that your speech is precise and to the point and does not leavé any scope for any misunderstanding. Example of people who are or were great at the verbal type of communications. + Nelson Mandela L + Martin Luther King «John F Kennedy + Mahatma Gandhi * Barack Obama * Michelle Obama + Dr Myles Munroe Non-Verbal / Interpersonal Communication How do you make people feel when you enter the room? |s your body language strong and are you standing straight and erect or are you slouched and tired? Are you clean shaven, looking your immaculate best for a team meeting or are you shabby with shirts that are not ironed? When you shake hands, do you do so strongly or do you just brush your hand against others? The above were some examples of Non-verbal communications or interpersogal communications. One of the HR requirements for new joiners in an organization is for them to have good interpersonal skills This basically means that the employees should brush up on their non-verbal skills if you were in a sales meeting and you have not achieved your target, how will you react? Will you be steady and calm or will you panic and stutter? These are important non-verbal skills and your growth might depend on them A manager who panics and who is not good at non-verbal communication will generally not be a favourite with his team members. This is because his team members do net look up to him. A manager who stutters, who is not well dressed, who has the wrong body language or someone who is not a strong personality, will not gather a huge following behind him. However, people with good personalities go a long way in motivating the employees below them. If an employee is demotivated, just keeping a hand © Vumilia Africa Group — into@vumiliaatrica.co.za 4| leamer Guide Professionalism and Effective Communication sua) on their shoulder and saying a few motivating words is enough for the employee. Taunting them or making faces when talking to them, ignoring them completely or imitating them will demotivate the employee even further. Thus, non-verbal skills play & major role in office culture As employees grow into managers and as managers grow into leaders, they become better and better at a non-verbal type of communications. They know that their own calm headed behaviour at times of panic is what will keep the team in check. Similarly, they don't let their teams get complacent when the going is good. Example of the Non-verbal type of communications In customer service, non-verbal and interpersonal skis play a huge role. Imagine you were unhappy with a product and you went to the customer service department. Instead of understanding your problem, the customer service executive gives a rude reply. Repeatedly you visit them and even though the problem is not resolved, you don't get a satisfactory answer. Compare that with a customer service department which smiles when you come in. They reassure you that they are on top of your problem. They are proactive and update you themselves on when fo expect the problem to be resolved. Later on. they follow up whether you were satisfied with the response and if there was anything they could do further. This smile, the body language of reassurance, the listening ability are all non- verbal type of communications. A good customer service executive will pay special attention to them and will ensure that you leave satisfied! hiring good customer service executives, who have great interpersonal skill, is the sign of a.good organization which is focused on customer satisfaction. 3.3.3. Written Communications There are, many ways that written communications can be used. The number of ways 8 ever increasing with the penetration of smartphones and the internet. One of the most common forms of written communications used till date is Email. But slowly, written type of communications is becoming more informal with WhatsApp and other online messaging apps being used regularly. All different forms of written communication can be formal or informal. If today, we visit a court of law, you will find that even WhatsApp messages are considered to be legal in nature. In fact, there have been so many cases of celebrities brought under the scanner because of wrong written communications on their social media account. 15 © Vumilia Africa Group — info@yumiliaatrica.co.za[ teainer Guide "Professionalism and Effective Communication sts) Thus, the above example is further proof that written communication needs to be used safely and effectively. in fact, written communication between friends can be informal but this type of communication belween working professionals should always be formal so that any misquoted words are not misused with ill intent. The advantage of written communication is that it acts as the final word once a decision has been taken. When you quote your prices to the customer, when you rank a dealer on top, when you promote an employee or when you launch a new product, you use written communication to communicate the update to your team and your employees. Written communication can be used in the following instances: * Arecord of the message is required & * Acomplex message where further study is needed * Step by step procedures are to be followed * Verbal communication is not possible * Too many receivers of one message * Cheaper to communicate in writing. A problem with written communication is that it becomes too formal and might incite ego or various political problems when written communication is used. Newspapers are perfect examples of written words which create controversy. There is a very apt quotation “Words ore mightier than swords". A wrong email delivered in the wrong hands can cause the world to turn upside down. The many emails and documents released by Edward Snowden which brought the US government under the scanner, are perfect examples of how to use written documents safely and privately otherwise they can bring a whole organization tumbling down (whether justified or not is a different discussion) Formal and Informal Communication There are two types of communication when considering the formality of the communication. One is the formal and official type of communication which can be emails, letterheads, memos, reports and other such kinds of written material. These are considered as documentary evidence and certain formality is associated with them. You cannot submit such formal documents and later deny them. Informal communication is one where there is nothing official about the communication that is happening. it can be known as Grapevine © Vumnilia Africa Group - info@vuriliaatrica.co.za 16Leamer Guide Professionalism and Effecth communication, There is no specific channel of informal communication because there is Social media, WhatsApp, SMS which are all vehicles of informal communication which can be used by people. Advantages of formal communication When you want to finalize policy and want to decide a course to adopt. then formal communication is more effective Formal communication can help in establishing procedures and ensuring that the steps are followed. ‘Any promises or any official plans need to be formally documented so that they can be referred to later. Advantages of informal communication informal communication helps the “Open door policy" and makes people more confident and forthcoming with their ideas and creativity. Informal communication does not incite fear into peoples’ minds Informal talks encourage people to share their problems. The problem with formal communication is that itis not personal and a distance is maintained if you use only formal communications. Whereas on the other hand, informal conversations can get out of hand and there can be negative grapevine generated. 3.3.5. Visual Communication One of the industries which most prominenily uses Visual communication is the medical industry. New medicines which come ino the market have to be shown to doctors and the advantages have to be explained. At such times, the medical representatives carry informative pamphlets which are shown to the doctors and dropped with the doctors. These infotmative pamphlets have all the information about the medicine so that doctors can feel confident in suggesting the medicine to their patients Similarly, many different industries are using vistial communication to help interaction with their customers so that they can communicate their ideas better. Explainer videos as a concept is rising and is becoming as one of the best types of communication observed on websites, . There are many elements in visual communication that can be used by companies. Colors (such as brand colors) Design {logo and brand design) Advertising Animations © Vumilia Attica Group - info@yumilicatrica.co.za‘Communication Si «Illustrations Typography Presentations « Video resume's In person to person communication too visual communication plays a role. Consider the diagrams made by teachers on blackboards when explaining a concept fo a class of students. Or we can also take the example of graphs made in PowerPoint by managers when doing a PowerPoint presentation to a team of executives or seniors. To summarize, the type of communication most common are In teams + Formal Communication = Verbal Communication and Non-verbal communication + Written communication + Visual communication In a group of people + Informal Communication * Verbal and Non-verbal communication + Informal written communications Above were all the different types of communications used by a group of people or between the team. © Vumilia Attica Group - info@vumiliaatrica.co.2za 18| Leamer Guide 3.4. Principles of Effective Communication Communication is a two-way process of giving and receiving information through any number of channels. Whether one is speaking informally to a colleague, addressing a conference or meeting, writing a newsletter article or formal report, the following basic principles apply: + Know your audience. + Know your purpose. + Know your topic. + Anticipate objections. + Present a rounded picture. + Achieve credibility with your audience + Follow through on what you say + Communicate a little at a time. + Present information in several ways. + Develop a practical, useful way to get feedback + Use multiple communication techniques. Communication is complex. When listening to or reading someone else's message, we often filter what's being said through a screen of our own opinions, One of the major barriers to communication is our own ideas and opinions. There's an old communications game, telegraph, that’s played in a circle. A message is whispered around from person to person. What the exercise usually proves is how profoundly the message changes as it passes through the distortion of each person's inner “filter.” . 3.5. Identify Communication Styles Every person has a unique communication style, a way in which they interact and exchange information with others. 19 © Vumilia Afica Group - info@vumiliaairica.co.za3.5.1. 3.5.2. Professionalism and Effective Communic There are four basic communication style: passive, aggressive, passive- aggressive and assertive. It is important to understand each communication style, and why individuals use them. For example, the assertive communication style has been found to be most effective, because it incorporates the best aspects of all the other styles. When we break down these four styles, we'll better understand the characteristics of each style, standard phrases and what makes them unique. Passive Individuals who use the passive communication style often act indifferently yielding to others. Passive communicators usually fall to express their feelings or needs, allowing others to express themselves. Frequently, a passive communicator’s lack of outward =communication can lead to misunderstanding, anger build-up or resentment. At the same time these communicators can be safer to speak with when a conflict arises, because they most likely will avoid a confrontation or defer to others. Passive communicetors offen display a lack of eye contact, poor body posture ‘and on inability to say “no” Passive communicators also act in a way that states “people never consider my feeling.” But passive communicators are alo easy to get along with as they follow others and “go with the flow.” Examples of phrases that those who use a passive communication style would say or may believe include: « “Itreally doesn't matter that much." « “Ijuswant to keep the peace.” Aggressive . {H's offen apparent when someone communicates in an aggressive manner You'll hear it. You'll see it. You may even feel it. The aggressive communication style is emphasized by speaking in a loud and demanding voice, maintaining intense eye contact and dominating or controling others by blaming, intimidating, criticising, threatening or attacking them, among othet traits © Vumilia Africa Group - into@yumiliaairica.coza 203.5.3. 21 Aggressive communicators offen issue commands, ask questions rudely and foil to listen to others. But they can also be considered leaders and command respect from those around them. Examples of phrases that an aggressive communicator would use include * “I'm right and you are wrong” * “I'l get my way no matter what” © “it’s all your fault” Passive ~Agaressive Passive-aggressive communication style users appear passive on the surface, but within he or she may feel powerless or stuck, building up a resentment that leads to seething or acting out in subtle, indirect or secret ways. Most passive-aggressive communicators will mutter to themselves rather than, confront a person or issue. They have difficulty acknowledging their anger, use facial expressions that don't correlate with how they feel and even deny there is a problem. Passive-cagressive communicators are mostly likely to communicate with body language or a lack of open communication to another person, such as giving someone the silent treatment, spreading rumours behind people's backs or sabotaging other's efforts. Passive-aggressive communicators may also appear cooperative, but may silently be doing the opposite. Ultimately, passive-aggressive communicators are aware of their needs. but at times struggle to voice them. Examples, of phrases that a passive-aggressive communicator would use include" * “That's fine with me, but don't be surprised’if someone else gets maa” * Sure. we can do things your way" (then mutters fo self that "your way is stupid") © Vumilia Africa Group ~ info@yumiliaatrice.coza| Leamer Guide Professionalism and Effective Communication Skills t ) 3.5.4. Assertive Thought to be the most effective form of communication, the assertive communication style features an open communication link while not being overbearing. Assertive communicators can express their own needs, desire, ideas and feelings, while also considering the needs of others. Assertive communicators aim for both sides to win in a situation, balancing one’s rights with the rights of others. One of the keys to assertive communication is using "I" statements, such as “ feel frustrated when you are late for a meeting” or, “| don't like having to explain this over and over." It indicates ownership of feelings and behaviours without blaming the other person. Examples of phrases an assertive communicator would use include: * “we are equally entitled to express ourselves respectfully to one — another." * “Irealize i have choices in my life, and | consider my options.” * “lrespect the rights of others.” How to become an Assertive Communicator? Understanding how others communicate can be key to getling your message across to them. In order to develop a more assertive communication style, here are a few tips to keep in mind: * Take ownership (use "I" statements) Maintain eye contact * Learn to say “no” * Voice your needs and desires confidently L 3.6. Identify Communication Barriers The process of communication has multiple barriers. The intended communique will often be disturbed and distorted leading to a condition of misunderstanding ‘and failure of communication. The Barriers to effective communication could be ‘of many types like linguistic, psychological, emotional, physical, and cultural etc, We will see all of these types in detail below. © Vumilia Attica Group - infoSvumilicatrica.co.za 22Leamer Guide Professionalism and Effecth 3.6.1. 3.6.2. 3.6.3. 23 Linguistic Barriers The language barrier is one of the main barriers that limit effective communication. Language is the most commonly employed fool of communication. The fact that each major region has its own language is one of the Barriers to effective communication. Sometimes even a thick dialect may render the communication ineffective, ‘As per some estimates, the dialects of every two regions changes within a few kilometres. Even in the same workplace. different employees will have different linguistic skill. As a resulf, the communication channels that span across the organization would be affected by this. Thus keeping this barter in mind, different considerations have to be made for different employees. Some of them are very proficient in a certain language and others will be ok with these languages. Psychological Barriers There are various mental and psychological issues thal may be barriers to effective communication. Some people have stage fear, speech disorders, phobia, depression etc. All of these conditions are very difficult to manage sometimes and will most certainly limit the ease of communication Emotional Barriers The emotional I@ of a person determines the ease and comfort with which they can communicate. A person who is emotionally mature will be able to communicate effectively. On the other hand, people who let their emotions take over will {ate cerlain difficulties. A perfect mixture of emotions and facts is necessary for. effective communication. Emotions like anger, frustration, humour, can blur the decision- making capacities of a person and thus limit the effectiveness of their communication. © Vumilia Attica Group - info@yumiliaatrica.co.zaProfessionalism and Effective Communication Skills 3.6.4. 3.6.5. 3.6.6. 3.6.7. Physical Barriers to Communication They are the most obvious barriers to effective communication. These barriers are mostly easily removable in principle at least. They include barfers like noise, closed doors, faulty equipment used for communication, closed cabins, etc. Sometimes, in a large office, the physical separation between various employees combined with faulty equipment may result in severe barriers fo effective communication. Cultural Barriers of Communication As the world is geting more and more globalized, any large office may have people from several parts of the world. Different cultures have a different meaning for several basic values of society. Dressing. Religions or lack of them, food, drinks, pets, and the general behaviour will change crastically from one culture to another. Hence it is a must that we must take these different cultures into account while communication. This is what we call being culturally appropriate. In many multinational companies, special courses are offered at the orientation stages that let people know about other cultures and how to be courleous and tolerant of others. Organisational Structure Barriers As we saw there are many methods of communication at an organizational level. Each of these methods has its own problems and constraints that may become bariers to effective communication. Most of these barriers arise because of misinformation or lack of appropriate transparency available to the employees. Attitude Barriers * =, Certain people like to be left alone. They are the introverts or just people who are not very social. Others like to be social or sometimes extra clingy! Both these cases could become a barrier to communication. Some people have ‘attitude issues, like huge ego and inconsiderate behaviours. These employees can cause severe strains in the communication channels that they are present in. Certain personality trails like shyness, anger, social anxiety may be removable through courses and proper training. However, problems ike egocentric behaviour and selfishness may not be correctable. © Vumilia Attica Group - info@vumiliaatrica.co.za 243.6.8. 3.6.9. 3.6.10, Technological Barriers & So 3.7. 25 Learner Guide \alism and Effective Communication Skill Perception Barriers Different people perceive the same things differently. Thisis a fact which we must consider during the communication process. Knowledge of the perception levels of the audience is crucial to effective communication. All the messages or communique must be easy and clear. There shouidn't be any room for a diversified interpretational set. Physiological Barriers Certain disorders or diseases or other limitations could alo prevent effective communication between the various channels of an organization. The shriliness of voice, dyslexia, elc are some examples of physiological barriers to effective communication. However, these are not crucial because they can easily be compensated and removed. -religious Barriers Other barriers include the technological barriers. The technology is developing fast and os a resull, it becomes difficultto keep up with the newest developments. Hence sometimes the technological advance may become a barrier. In addition to this, the cost of technology is sometimes very high. Most of the organizations will not be able fo afford a decent tech for the purpose of communication. Hence, this becomes a very crucial barrier. Other barriers are socio-religious barriers. In a patriarchal society, a woman or a transgender may face many difficullies and barriers while communicating Give and receive constructive feedback Learning how to give and receive constructive feedback is an essential tool in both yourpersonal and work life and yet, it scares people half to death just contemplating it - nobody likes to be told they're wrong, and similarly, people don't like being the bearers of bad news. There is a big difference between constructive and destructive feedback. Tips for giving (and receiving) consiruciive feedback. Criticism helps us understand others If a co-worker, manager, customer or amateur fashion critic offers you some feedback, this will allow you to get a better picture of the things they value and the standards they'd like to see upheld. © Vumilla Africa Group - info@vumiliaatrica.co.zaLeamer Guide Communication $i Even if their feedback seems misguided or is delivered with an unnecessary sting, that doesn't mean it should be disregarded. Nor does it mean we should respond defensively. By remaining patient and considering the crux of someone's review, you can get a better understanding of how they think and improve communication going forward. Negative feedback doesn't need fo be buffered by superfluous compliments If you're relating negative feedback to someone, then you'd better include plenty of niceties along the way, right? Well, not exactly. Protecting people's self-esteem is a fair aim, but more often than not cushioning negative feedback with compliments isn't constructive. Given the flimsiness of this approach, the attempted positivity will often be transparent, causing the whole thing to smack of insincerity. Or else the person will choose only to hear the nice bits and digest none of the essential criticisms. Give direct feedback and focus on the outcomes I'm not saying it's better to bellow angry feedback at someone before demanding their immediate disappearance. Rather, direct communication will be much more constructive - focusing on the possibility for change and improvement will reassure someone of your trust and belief in them. For this to be effective, you need to be clear about what you're asking for. and these objectives need to be achievable. Explain to someone where they've been successful and how the skills displayed will serve them in the required tasks. This way you needn't resort to commenting on how nice someone's rucksack is just fo maintain civility Remember that people want to improve and succeed Now I'd again emphasise there's « big difference between constructive and destructive feedback. but next time you're dreading giving feedback, it’s important keep in mind how highly it's valued. After all, if you suppress what you have to say and no improvement is seen, it'ljust compound your concerns and create a festering tension. Give feedback, not a lecture After arranging a time to speak to someone, begin by asking them to review the relevant situation — a late pizza delivery, say. See if they admit to any mishaps or ways in which they failed to excel This is a good pivo! from which to deliver your feedback — the actions and events you witnessed and the unexpected outcomes produced. Then, before © Vumilla Africa Group - info@vumiliaafrica.co.za 2627 Professionalism and Effective Communicati making any demands, give the other person another chance to speak. In responding to your description, they'll probably also develop a better understanding of the impact of their tardy pizza delivery. if they value the job [or at least the pay packet), then they'll be motivated to make amends moving forward. Don't only give feedback about negative issues There's a mistaken notion that people only learn valuable lessons from negative feedback, while positive feedback is just ego-fuel. According to this principle, negolive feedback makes people review weaknesses and work harder to improve. Positive feedback, on the other hand, is mere flattery, which inevitably produces complacency and decreased concentration. However, we disagree and see both positive and negative feedback as constructive modes of communication. Positive feedback, instead of making people narcissistic, breeds trust and mutual respect. People who work hard or do good deeds obviously appreciate being noticed. And afler receiving positive feedback, people are more inclined to uphold this standard and look for new ways fo innovate and make a positive impact. Class Activity What are your tips for giving and receiving constructive feedback? © Vumilia Africa Group ~ info@yumiliaatrica.co.za4. 4.1. 4.2. 43. 4.4, Professionalism and Effective Communication Skills, Meeting and Interacting in Business Setting Eight impressions in seven seconds How you carry yourself creates an impression in other people's minds. In 7 seconds, other people will be able to make the following impressions. How much money you make How much education you haye How much | can trust you Your personality style How confident you are + Howintelligent you are © What your work ethic is «How dependable you are & Creating a positive first impression Below are a few ways in which you can create a positive first impression. «Good grooming — Dress the way you want to be addressed. * Civilised behaviour - giving others a chance to talk, Listening more. * Knowledgeable conversation - Engage in conversations «Polite manners - Be polite in how you speak to other in a respectful manner. + A Smile - Always endeavour to wear a smile all the time. Our appearance and behaviour can transiate into power and increase our self confidence Greet guests in the reception area When dealing with guests, you need to provide excellent customer service Provide your guests with: A positive ond helpful attitude A pleasant and friendly greeting (on arrival and departure) An apology for any delay : A delivery that meets their needs Provide superior service Superior service means you are ... Providing quality products and services Learning as much as you can about the products and services your organisation provides Dealing effectively with guesis {internal and external customers) in a professional way © Vumilia Attica Group - info@yumiliaafrica.coza 28Professionalism and Effective Communic: 45. 29 Proper use of a handshake Not every culture allows for handshakes. Do. not be offended when someone does not accept your handshake. In this era of covid, handshakes are not allowed and yet in a number of cultures this is seen as a great way to show that you are friendly. Should you do handshakes please observe the following: «Involve your entire hand in the handshake «Make eye contact Women as well as men should shake hands Making introductions General introductions Give people a clue as to why you are making the introduction Use a professional fitle, ke Doctor, Professor, Minister, etc. In different cultures different people are introduced first Within a company, junior employees are always introduced to the senior Greetings Phrases to use How do you do? Nice to meet you Good afternoon lam pleased to meet you. Phrases to avoid Wow, I've been dying to meet you You look amazing for your age Can you believe what is happening on the news? . Closing an interaction with a customer Thank youYtor your visit and enjoy the rest of your day It was wonderful to meet you Thank you for your continued support and we look forward to seeing you next week : |. Welcome guests visiting a manager Greet them immediately (as soon as they enter the reception area) Make sure they feel welcome Be friendly Inform the manager that his / her guest has arrived Show the guest through to the managers office if he / she does not come and fetch them © Vumilia Africa Group - info@vumiliaatrica.co.za4.6.5. 47. 47.1. 4.7.2, Deal with unexpected guests Find out: * Who they have come to see What is the purpose of the visit * if they have an appointment +f the manager will see them without an appointment if there is anybody else to assist If they can wait If they require any refreshments Managing non-verbal cues In your interactions wilh customers and other colleagues, you must be able to check such issues as Position of speakers body, Gestures and mannerisms as well as Eye contact and posture. Positive and negative body language Positive Relaxed and open facial expression Eye contact smiling Relaxed and attentive movements Negative * Closed and angry facial expression Lack of eye contact Insincere smile + Rushed movements Good Postd¥e and Eye Contact ‘A good posture and eye contact has a number of, benefits. I «Shows interest * Shows confidence * Shows contentment . + Shows active listening © Vumilia Afica Group ~ info@vumiliaatrica.co.za 30Leamer Guide 4.7.3, Good Posture and Eye Contact «Establish eye contact before starling to speak * Look at alllof the people when speaking to an audience * Watch the speaker when listening When you break eye contact — don't look at the person's body Look at the whole panel when being asked questions Do not blink for a significant time - too offen - too quickly Don't look at people over the top of your glasses frame Maintain ‘soft’ eye contact Speak with a sparkle in your eyes (enthusiasm) 4.8. Managing personal spaces itis important to note that everyone has their own personal space which when violated may lead to conflicts. 48.1. Reasons why it is important to respect other people's space * Intimate space is used for intimate interaction * Different people have different likes and dislikes © Touching © Sharing * People that are comfortable in an environment will be more generous with their space 4.8.2. Invite Cooperation Below are some guidelines that invite others to cooperate. * Do you approach close enough to shake hands? + Do you step closer to somebody so that they can hear you ~ instead of shouting across the office? * Do you give a friendly pat on the back to a colleague in congratulations? 4.8.3, Reactionso an invasion of someone's space When people's personal spaces are invaded or violated, a number of possible reactions follow. These include: . * Person Feeling troubled * Person Gelling defensive or * Becomes aggressive or Retaliates 31 © Vumilia Africa Group - info@yumilicattica.coza5. Telephone Commut 5.1, Leamer Guide ‘ation How communication works Who? -> Says What? -> ToWhom? -> — With what effect? Two way communication between you and the customer or your colleague conveys different needs, feelings and attitudes. When you communicate well, you let them knowthat they are being taken seriously and, at the same time, make a major contribution fotheir peace of mind. Good communications skills will ensure that you put yourself in aposition where you can provide the customer or your colleague with sound information or advice. There can only be active feedback with two way communication, example: One way communication means that the information flows only from the sender and thereceiver ignores the reaction. Two way communication takes place when there is a fo-and-fro flow of information beiween the sender and the receiver. Feedback can take the form of: Words; facial expressions; or gestures. Sometimes thereceiver does not understand what the sender has meant and therefore, it is important for the sender to make sure that the message has been received correctly. © Vumilia Africa Group -info@vumilicattica.co.za, for 32{ Learner Guide Professionalism and Effective Communication Skills 5.2. Communication Methods 5.2.1. Forms of Communication 1. Verbal. Writing Pictures. Music. Ar. Body language. oy sey In business, we use almost all of these different forms of communication at some time. ° 38% By) ad eed patie alee eek Statistics show that: 55% of a message is derived from body language 38% is delivered through intonation 7% comes from words alone. 5.2.2. Ways to improve your non-verbal communication skills 1. Always maintain eye contact. Have a good posture. Stand with appropriate and comfortable proximity. Change your facial expressions to suit the conversation. Have a sense of humour. Smilell! ~ eA ROD Did you know that you can “hear” a smile over the telephone? 33 © Vurilia Africa Group - info@vumiliaatrica.co.za,Lean Guide Professionalism and Effective Communication Skills 5.3. Listening Skills Listening isan art and most people only register one-fifth of what they hear! People whohave a reputation for caring are usually good listeners. When dealing with a customer, you must never ask them the same question more than once as they will get annoyed. It is important that you understand the difference befween hearing and listening. 5.3.1. Hearing versus Listening HEARING USTENING, Hearing is defined as: Perceiving Listening is defined sounds with the ear Hearing with attention or giving | attention to L Active listening is the most powerful and useful form of listening. The listener responds through non-verbal behaviour thaf signals attention, interest and concern for what thespeaker is saying. Active listeners will take notes and will not interrupt the speaker and they will receive the total message through both verbal communication and body language. 5.3.2. Pointers for effective listening: 5.4. You have two ears and one mouth, use them in that proportion.Focus alll of your attention to the person that is speaking. Take notes and make eye contact every now and again. Only ask questions once the speaker is finished speaking. Clarity what the person has said before asking questions. Respond to their emotions (anger or sadness} with empathy. Do not fedge or evaluate what the other person is saying. Keep an open mind about what the speaker is saying.Do not interrupt. Thank the caller / customer for letting you know / bringing the problem to your attention and then repeat the main pointers. . Telephonic Greeting Good telephone skills are a fundamental part of providing great customer service and reflect directly on you and your company. Because telephone calls are one of the main sources of contact between a customer and a supplier. itis essential to project a professional and intelligent image. When you answer the phone. what do you usually say? © Vumiilia Africa Group - info@vumilicattica.co.za, 34and Effective Communication S 5.4.1. Answering the phone Three steps to answering the phone / switchboard correctly | Greeting - for example: good moming: Good afternoon; or good doy | "dently the Company - for example: You've reached ABC Industial Cleaners: You're through to the accounts department; or This is Mr James’ | office oe Offer assistance - for example: How can |help you?; How can we be of assistance toyou?; or May |help you? NB: You may also identify yourself, for example: Good day, you've reached the financedepartment, this is Jane, how may |help you? Now, rewrite your greeting, using the above ideas fo help you: 5.4.2. Delivering Excellent Customer Service on the Telephone The telephone is sometimes the only form of communication that our clients have with usand that is why itis so important that we use this tool correctly! Always: ™ «Answer the telephone quickly (within 3 rings is usually the minimum standard). «Speak clearly & always make sure that the caller cah hear & understand you. «Smile; it conveys a positive attitude. 35 © Vumilia Africa Group - info@vumilicatrica.co.zasarner Guide Professionalism and Effective Communication Skills | 5.5. 8Cs of Effective Communication 5.5.1. Clarity When waiting or speaking to someone, be clear about your goal or message What is your purpose in communicating wilh this person? If you are not sure, then your audience won't be either. To be clear, try to minimize the number of ideas in each sentence. Make sure that it's easy for your reader to understand your meaning. People shouldn't’ have to “read between the lines” and make assumptions on their own to understand what you are trying to say. Clarity implies emphasizing on a specific message or goal at a time, fime than frying to achieve too much at once. Clarity in communication has following features: «It mgkes understanding easier. * Complete clarity of thoughts and ideas enhances the meaning of message. é * Clear message makes use of exact, appropriate and concrete words. Tips on clear communication * Choose’ precise words * Choose short, familiar, conversational words + Construct effective sentences and paragraphs * Achieve appropriate readability and listening ablity * Include examples, illustrations and other visual aids, Seven tips for improving the clarity of your communication © Vumilia Atrica Group - infoOvumiiaattica.co.za 36Guide Professionalism and Effective Communic Skills J Consider your audience Say exactly what you mean Avoid jargon Keep it short and simple Ask for a playback Over-communicate Choose the right medium for the message 5.5.2. Completeness The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receiver's mind set and convey the message accordingly. A complete communication has following features: « Complete communication develops and enhances reputation of an organisation. * Moreover, they are cost saving as no crucial information is missing and no additional cost is incured in conveying extra message if the communication is complete. * Acomplete communication always gives additional information wherever required. It leaves no questions in the mind of the receiver. « Complete communication helps in better decision-making by the audience/readers/receivers of message as they get all desired and crucial information. «It persuades the audience. in a complete message, the audience has everything they need to be informed and, if applicable, taken action. + Does your message inciude a “call to action”, so that your audience clearly what you want them to do? * Have yo® included all relevant information - contact names, dates, times, locations and so on? Tips on Complete Communication The communication must be complete. It should convey alll facts required by the audience. The sender of the message must take into consideration the receiver's mind se! and convey the message accordingly. A complete communication has following features: E * Complete communication develops and enhances reputation of an organisation. 37 © Vumillic Africa Group - infoSvumiliaatrica.cozaProfessionalism and Effective Communication Skills, * Moreover, they are cost saving as no crucial information is missing and no additional cost in incumed in conveying extra message if the communication is complete. * Acomplete communication always gives additional information wherever required. It leaves no questions in the mind of the receiver. * Complete communication helps in better decision-making by the audience/readers/receivers of message as they get alll desired and crucial information. * It persuades the audience. * The sentence or the message to be communicated should be complete and unambiguous to prevent any blunder while communicating. ‘* Answer all questions asked ~ give something extra, when desirable * Check for the Ws and an H (Who, what, when where, why and how) 5.5.3, Conciseness Conciseness means wordiness i.e. communicating what you want to convey in least possible words without forgoing the other C's of communication Conciseness is a necessity for effective communication. Concise communication has following features: + tis both time-saving as well as cost-saving. * It underlines and highlights the main message as it avoids using excessive and needless words * Concise communication provides short and essential message in limited words to the audience. * Concise message is more appealing and comprehensible to the audience * Concise message is non-repetitive in nature. When you are concise in your communication, you stick to the peintand keep it brief. Your audience does not wan! fo read six sentences when you could communid&te your message in three. * Are there any adjectives or “filler words” that you delete? You can offen eliminate words like “for instance" “you see” “definitely” “kind of; literally." “basically,” or “| mean," * Are there any unnecessary sentences? ; * Have you repeated the point several times, in different ways? Eliminate wordy expressions - include only relevant statements - avoid unnecessary repetition. © Vumilic Africa Group - info@vumiliaatrica.co.za, 38m and Effective Communication SI Tips on Concise Communication $5.4. «Think before you speak * Main idea first * Necessary supporting details only = Use meaningful, descriptive verbs + Focus on your audience Concreteness You need to believe in what you want to convey to the audience. Communicating concretely means being specific, definite and vivid rather than vague and general. Concreteness is a quality which needs to come to the fore especially during presenting/promoting yourself or a product or a service. There need to be details that capture the attention of the audience, not bore them. Ensure your message has important details and facts, but that nothing deters the focus of your message. Tips on Concrete Communication 5.5.5. 39 * Use specific facts and figures * Choose image building words * Avoid uncertainty Consideration Consideration implies “stepping into the shoes of others". Effective communication must take the audience into consideration, i.e. the audience's view points, background, education level, etc. Make an attempt fo envisage your audience, their requirements, emotions as well as problems. Ensure that the self-respect of the audience is maintained and their emotions are not at harm. Modify your words in message to suit the audience's needs while making your mestuge complete. Features of considerate communication are as follows: «Emphasize on "you" approach 3 Empathize with the audience and exhibit interest in the audience. This will stimulate a positive reaction from the audience. «Show optimism towards you audience. Emphasize on “what is possible: rather than “what is imoossible”. Lay stress on-positive words such as jovial, committed, thanks, warm, healthy, help etc: Tips on Concise Communication © Vumilia Africa Group - info@yumiliaatrica.co.za5.5.6. 5.5.7. Leamer Guide Professionalism and Efective Communication Skills| + The type of audience who will be actually reading or willbe communicating with should be always kept in mind. Since it is very easy for the communicator to explain a particular concept or theory but if it is not explained by keeping the average audience or receiver in mind it is very easy to loose their attention. «Focus on “You” instead of land we «Show receiver benefit or inter in reader «Emphasize the positive, pleasant facts «Apply integrity and ethics > Correctness When your communication is correct, it fits your audience. And correct communication is also error-free-communication. Do the technical terms you use fit your audience's level of education or — knowledge? Have you checked your writing for grammatical errors? Remember, spell checkers will not catch everything. Are all names and fitles spelled correctly? Tips for Correct Communication Correct communication has following features: * The message is exact, correct and well-timed. + Ifthe communication is correct, it boosts up the confidence level. * Correct message has greater impact on the audience/readers. + lichecks for the precision and accurateness of facis and figures used in the message. «|i makes use of appropriate and correct language in the message * Maintain acceptable writing mechanics Choose non-discriminatory expression. Courteous™ Courteous communication is friendly, open and honest. There are no hidden insults or passive-aggressive tones. You keep your reader's viewpoint in mind, and your empathetic to their needs Tips on Courteous Communication Courtesy in message implies the message should show the sender's expression as well as should respect the receiver. The sendér of the message should be sincerely polite. judicious, reflective and enthusiastic. Courteous message has following features: © Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of the message. © Vumilia Africa Group ~ inlo@vumiliaatrica.co.za 40Learner Guide Professionalism and Effective Communi Skills * Courteous message is positive and focused at the audience. One should have the civilily to respect the other persons’ dignity and self-esteem. The message, which will be communicated, should not be cruel or ruthless. «Be sincere, thoughtful and appreciative ‘Omit expressions that irritate, hurt or belittle. Frank and apologise good- naturedly. ‘+ It makes use of terms showing respect for the receiver of message. itis not at all biased. 5.5.8. Coherent 4l Your message needs to have a logical flow. Check to see that all your points are relevant and that everything is consistent with the tone and flow or your text. Without coherence, the reader will easily lose track of what you have conveyed. Tips on Coherent Communication The First Principle of Cohesion: Old First Cohesion: Begin your sentences with information familiar to your readers This can be information you have recently introduced within the text. This can be anything assumed to be part of the audience's general knowledge The Second Principle of Cohesion: New Last Cohesion: End your sentences with information your readers cannot anticipate i.e. the new information you are trying to convey. The principle of old-before-new is built into our perception of time and story. The principle forms the conceptual basis of the introduction or background sections of an essay Readers idgnlify the topics of individual sentences clearly. Topics of sentences come in a paragraph: a coherent group of sentences all clearly related to one point. Do not begin a sentence with a bit of new information. Do no! begin a sentence with a bit of technical iformation (unless you have already defined or explained it} Use your openings to refer back to previous material or introduce a new topic. Do not end a sentence with old information. Put the new, technical, and difficult information at the end of the sentence Clearly signal when the end of a sentence begins Exercise: (Circle the corect answer) 1. Should you say, “Please hold” to a caller? © Vumilia Afica Group - info@vumiliaafrica.co.zaProfessionalism and Effe: a) Yes b) No 2. How long do you think it takes a person on hold to become annoyed? a) 2minutes b) 30seconds c) I minute d) 17seconds 3. When you're talking on the phone and a visitor walks in the door, which one gets priority? a) The walkin visitor b) The caller on the phone ~ 4. When you have to tell the caller that the person that they need to speak to is not in, doyou say? a) “Susan is not in right now, so please call back later.” b) “Susan is on lunch, can | take a message?” ©) "Susan is having a smoke bieak, so I'll have to take amesage.” 5, Should you ever say "idon'tknow\" to a caller? a) Yes b) No © Vumilic Africa Group ~ inlo@yumiliaafrica.co.za 42{ Leamer Guide Professionalism and Effective Communication Skils) 5.5.9. Bridging a call Bridging o call is letting the customer know exactly what you're doing with the call Example 1: Caller; “Good morning, may | please speak to somebody in your sales department?” Reply: “Certainly si, lam going fo put you through to Sioho Mokoena in internal sales." Example 2: Caller: “Good day, I need fo urgently speak to Janet Simons in your accounts department!" Reply: “Unfortunately, Janet is onleave this week, could | perhaps transfer you to Delia whocovering for her while she is away?” Caller: "i there, can | please speak to David Ndlela?"David is not available, so your reply will be: Caller: “Good afternoon, ! need fo speak to your sales department regarding your discount policy, who can! speak to?” This can only be approved by the Sales Manager, so you will say: Asking q.Client fo ‘hold’ means you must ask them and not tell them! Here are someexamples (note the question mark at the end of each sentence — itis a question): * “Unfortunately, Natalie’s line is busy. would you like to hold for her orcan! take a message?” = "lam sony, but Mr James is busy on another call right now, do you mind holding, corcan somebody else help you?” * "Susan's|line is busy, would you like to hold for her, or can! take a message?" 5.5.10. Five forbidden telephone phrases: 43, 1, “Idon't know...” © Vumilia Africa Group - info@vumiliaafrica.co.z02. “We don't offer." 3, “You'll have to.." 4, “Hold on!” 5, “No, ...." at the beginning of a sentence Here are some alternative phrases for you to use: «Instead of -"idon'tknow"You sould say — "I will find out for you if you wouldn't mind holding on for a moment." Instead of -"We don'toffer” You should say - “Let me see what we can offer you instead of... © instead of - “You'll have fo ..........---" You should say -"You may need to; or "In future, perhaps you should.. «Instead of -"Hold on!” You should say - “Would you mind holding on?"; or "can you please hold?" * Instead of - “No!” af the beginning of a sentence You should say - “Unfortunately, we won't... however we can..."; of “iam aftaid, Leonard is not in today, luckily James's " Always think carefully when you talk to customers. You can change every negative answer into a positive response. Soften the answer ‘no! with an alternative solution. 1f the customerdoes not respond favourably, atleast you'll know that you tried your best! «Write down negative words or gestures that you use: * Be aware that they are negative and avoid this behaviour! © Vumnilia Africa Group - info@vumilicattica.co.za, 44Learner Guide Professionalism and Effective Communication Skils| 5.6. Telephone Rules There are tules fo answering telephone cats * Incoming caiis should be answered within 3 rings. * Always answer with the correct answering phrase and in English.Use the customer's name if you know it * Never just put a caller through to somebody without ‘bridging’ the call.Never just say “hold on”. «Speak clearly and never eat while you're talking on the phone. * Moke sure that you always retum fo a caller who is on hold. Ask them if they would fike to continue holding. For example, "Susan's line fs sil busy, Mr Klein, would you still like to hold, or can! fake a message?" Never be rude fo a caller, they are your customer, and they pay your salary! « ifyouare going to call across the office to ask @ question, place the caller on holdso that they ore not subjected to your whole conversation. * Smile! 5.7. The 10 steps to handle a call correctly: Step | [listen Do not interupi the caller Siep2 | Use the bridging technique | Always tell the caller what is happening Step 3 | Empathise Respond fo the caller's emotions Siep4 _ | Ask questions Obicin all the details Siep 5 | Take notes “Write down names and numbers i _ correctly ‘step 6 — | Clarify Make sure that you understand the | caller Siep7 | Summarise all facts ‘Agree with the caller that you understand ‘Step8 | Remain positive Let the client know that you can assist them : Step? _| Provide details Tell the. caller what is happening Step 10 _| Smile and say thank you ‘Thank the Caller for holding / calling / their patience 45 © Vurrilio Africa Group - info@yumiliaatrica.co.2za