Communication_jamaica - Effective Communication in the...

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Kevin J. Geban, M.Phil., CHDT Effective Communication in the Workplace Sunset Jamaica Grande Thursday May 21, 2009
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Communication Communication Functions 1. Control member behavior. 2. Foster motivation for what is to be done. 3. Provide a release for emotional expression. 4. Provide information needed to make decisions. Communication The transference and the understanding of meaning
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The Communication Process Channel The medium selected by the sender through which the message travels to the receiver Types of Channels Formal Channels Are established by the organization and transmit messages that are related to the professional activities of members Informal Channels Used to transmit personal or social messages in the organization. These informal channels are spontaneous and emerge as a response to individual choices.
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Elements of the Communication Process The sender Encoding The message The channel Decoding The receiver Noise Feedback
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The Communication Process Model Communication Process The steps between a source and a receiver that result in the transference and understanding of meaning
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Attitude: I Want to deal with you Today! You are a channel! Enthusiasm! Passion! Love what you do and communicate it! Friendly, inviting face [Smiling/Greeting Exercise] Tone of voice [Tone of voice exercise]
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Processing Information… “Weh dis laydi di aks mi dis kewschan fa?! Understand WHY the query Elicit queries that small/ medium enterprises would get from foreign and local tourists/customers . Contribute to the solution: knowing when and how to direct and/or refer) BE HONEST PREVENT COMPLAINTS: Leave YOUR bad feelings at home: You can cry at 10 tonight – this customer needs you now and you need them!
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Direction of Communication Upward Lateral Downward
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Interpersonal Communication Oral Communication Advantages: Speed and feedback
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Communication_jamaica - Effective Communication in the...

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