M O D U L E 1 . Communication. Cultural diversity and socializing.

 

Unit 1. Communication,

Ways of communication.

A good communicator.

 

Unit 2. Improving communication.

 

Unit 3. Cross-cultural understanding.

Non-verbal communication.

Small talk

 

 

M O D U L E 2. Telephoning.

 

Unit 4. Preparing to make a telephone call.

Objectives.

        A “cold call”.

 

Unit 5. Cross-cultural communication on the telephone.

Handling complains.

Improving a conversation.

 

 

M O D U L E 3. Presentations.

 

Unit 6. Planning and getting started.

Presentation technique.

Using visual aids.

 

Unit 7. The middle of the presentation.

Holding the audience’s attention.

Structure of the main body

 

Unit 8. The end of the presentation.

Summarizing and concluding.

Questions and discussion.

 

 

M O D U L E 1. Communication. Cultural diversity and socializing.

 

Unit 1. Communication,

Ways of communication.

A good communicator.

 

Unit 2. Improving communication.

 

Unit 3. Cross-cultural understanding.

Non-verbal communication.

Small talk

 

 

UNIT 1.

COMMUNICATION

 

“EVERYTHING THAT CAN BE SAID

CAN BE SAID CLEARLY”

Ludwig Wittgenstein (1889-1951)

Austrian philosopher

 

Communication (n) – 1. the process of giving information or of making emotions

or ideas known to someone

e.g. “There was a breakdown in communication.”

nonverbal communication (without speaking)

e.g. “One of the most powerful forms of nonverbal

communication is body language.”

communication skills

e.g. a workshop to improve teachers’ communication

skills

1a. the process of speaking or writing to someone to

exchange information or ideas

to communicate with

in communication

2. communications (plural) a system for sending information

communications system / network

3. (formal) a message such as a letter, phone call or e-mail

 

READING FOR DETAIL.

 

A Understanding a printed text

The following passage introduces the topic of maintaining good communica-

tions and relationships between managers and the people they work with.

Look at the way the passage is constructed, paying attention to the headings.

Then read through the text carefully, looking up anything you do not

understand and answer the questions given below the text.

 

TEXT 1. How Information Travels

 

1.         Managers do not work in isolation; once they acquire

Channeling                 information, they will often wish to pass it on. To be most

Information           effective a message should be sent in the form most suited

to the receiver (and that is not necessarily the form easiest

to you, the sender). When you submit a recommendation to

your boss you will summarize the arguments as best you can

stressing the facts that support your case. When you were

originally collecting the information you may have received

Unit 1

 

some items that later turn out to be irrelevant. You will not

wish to waste the time of senior management with these

items – it is your job to filter out the unnecessary.

 

2            In a similar vein, when decisions are passed down to 

Management and       you, from on high, you will wish to “translate” them into

Communication          appropriate terms for your staff. This can sometimes

take the form of receiving orders and passing on detailed

instructions. The manager is thus the hub of a system of

communications – a one-man communication centre, as

well as being a powerhouse of ideas, an initiator of actions,

and a thinking man to boot. Information and questions

come up to him; answers, decisions, and instructions go

down from him. The junior manager is in the same relation

ship to his superior as are his staff to him. The good

manager is a good communicator – and usually, vice versa.

 

3          Communications of all kinds are what make an

The Formal Route        organization work. Without adequate communications an

organization will soon grind to halt. And communications

are usually intended to follow the route of the established

management hierarchy.

 

4           Formal communications will pass up and down the

The Grapevine         pyramid of management as intended. What is too often

forgotten is that there are other communication paths.

In any organization there are inevitably social links that

are unofficially and informally used to transmit “interesting’

information. (‘Interesting’ information can be defined as

that affecting people.) The ‘grapevine’ includes not only

the social links but also everything from office gossip to

post-room misinformation. Every office, every factory,

every organization has its grapevine.

The good communicator will be aware of the grapevine

and plug into it. Not all that he obtains from it will be

complementary, nor will it always be correct, but it will

always be interesting and often useful. At times the manager

can feed information into the grapevine himself. If he

is not to lose all credence though, his input must always be

correct.

                         5.      Communication is a two-way process. It is not

Two-way               complete until the message has been received and under-

Communication    stood. The extend to which the message is understood

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is more important than the way or form in which it is sent.

This means that the transmission of messages should

always be in the form best understood by the person

receiving them. Some things are better said, some best

written down. The principle is repeated: think first, last

and all the time about the recipient or audience or reader.

Adjust the writing, the speaking and arithmetic to suit him.

And if pictures will help, give him a picture.

Clearly, the style and quality of communication will

depend not just on the sender and the receiver but also on

their relationship to each other. A small, informal organisation

will suggest a different style of communication to a

large rigidly-controlled, hierarchical one. In all cases it is

necessary to select the best mode for communication.

 

Methods of communication

 

6.  Fundamentally, man communicates by sight or by

Communication           sound, but within those categories, there are others. We 

Modes                     can define a manager’s communication modes as:

verbal      – the written word

oral          – the spoken word

visual  – the illustration, and

numerical – the written and interpreted number,

electronic – using a computer.

Further, within the above categories, there are the

receivers of the messages. For every writer there must

be a reader, for every speaker a listener, and for every

artist a viewer.

 

7.     We have explained that a communication is not

When does              made until it is received and understood. The prime

communication       essential in any form of communication is therefore

take place?               to know the audience. It is important to accept the

concept that people tend to receive – to hear, to read,

to see – very largely only what they want to receive.

They seek out what is expected and what is familiar

while trying to ignore or reject what is new. Every

communication should be made with that thought in

mind. The answer is to ensure that every message is

clear, simple and- as far as possible – unambiguous.

However, no matter how much the sender of the message

may try, the taking of that message depends on the past

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experience(the training) of the recipient. This characteristic

can be partially allowed for in the communication process –

by departing from the well known and moving in short,

simple steps towards the really new.

 

8.       It is very important to know that for any

The Purpose of       communication to be worth while, it must have a purpose-

Communication          and that purpose is always persuasion. This is not to say

that there are no purposeless communications: there are  

too many, but they are usually of little value to anyone.

Every genuine communication seeks to influence the  

recipient. It may seek to persuade him to take some course  

of action, to make a decision one way or another, or merely

to apply his mind to accepting more information. 

If we think about persuasion it is clear that we are most

likely to succeed if acceptance of the persuasion is made

easy.

Summary

9. We have identified the fundamental principle of communi-

cation as: transmit all communications in the manner

best suited to the recipient’s understanding. This rather ponderous phrase could itself be better communicated as : write or speak clearly and simply so that the reader or listener can easily understand.

 

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