cos Communication a. OVERVIEWY vestry eenimears | tsening improving pee een tetera cmmuricaon ines oven idoms skits Lt Qaaling with ‘communication __. breakdown Dearie 7) Sk Sue ‘ oe eae What makes a good communicator? Choose the three most important factors. * fluency in the language * asense of humour + an extensive vocabulary * grammatical accuracy + being a good listener ‘* not being afraid of making mistakes * physical appearance * an awareness of body language What other factors are important for communication? Discuss these questions. +1. Wheat forms of written and spoken communication can you think of? For example: e-mails, interviews 2 Which of the above do you like using? Why? 3. What problems can people have with them? 4 How can these problems be solved? ‘Which words below apply to good communicators? Which apply to bad communicators - articulate coherent eloquent fluent focussed sitant inhibited extrovert persuasive rambling responsive sensitive succinct reserved wulary file page 156© Which of the words in Exercise A have the following meanings? 1 concise 5 dlearand easy to understand 2 reluctant to speak © good at influencing people a 3 takking in confused way 7 outgoing 44 able to express ideas well 8 reacting ina positive way @ Complete this talk by a communication expert with the verbs from the box. listen digress interrupt explain engage clarify confuse ramble “Good communicators really .. _topeople If they do need to use unfamiliar terminology they and take in whatis said. They maintain eye contact sess Abby giving an easy to understand and have a relaxed body language, but they seldom example. Furthermore, although they may “and stop people talking. If they don’t 5 and leave the main point to give Understand and want. something addtional information and details where they wait for a suitable opportunity. appropriate, they willnot ............. Sandlose sight of their main message. Realy effective When speaking, effective communicators are good at guine CRT eeree se S_ communicators who have the abilty to thelrstener. They make theirpoints dearly. They wthcolleagues, avec customers and will avoid technical terms, abbreviations orjargon. _ SuPPlers are a valuable asset for any business.’ © OF Ut Ustenta the tatkand check your answers. @ Think ota good communicator you know. Explain why they are good at communicating. D sweadteryflepage 156 © © 12 Listentothe first part of an interview with Anuj Khanna, Marketing Manager of Netsize, a marketing agency for mobile media, and answer the Improving | questions. communications 4 According to Anuj Khanné a) why have communications improved in recent years? 'b) how can they improve in the future? 2 What example does he give of banks improving communications with customers? © 17 15 ustento the second part ofthe interview. 4 What are the consequences of the following communication breakdowns? ) problems in air traffic control systems 8) delays in fixing communication systems faults in cash machines 2 Which of the following developments in communication does Anuj Khanna expect to see in the future? 2) mote privacy for customers 'b) more freedom for companies to communicate with customers ©) more control by customers over the messages they recelve 4) mote communication between machines @ How do you think business communication will change in the future?(Unit 1 Communication Internal ation © whatare the advantages and disadvantages for comparties of using e-mail? © Select three of the items below which, in your opinion, best contribute to improving communication. ‘rust open plan offices smallteams voice mail strong corporate identity ~ e-mall frequent meetings mobile phonies staff parties Communication — it’s much easier said than done ‘By Clare Gascoigne Trust is key in an open organisation Gotting staff fo talk to each other ‘ought to be the least of your problems, ot internal communication can be one of the hardest mats to erack in business “Communication comes up in every department. The repercussions of ot communicating are vast’ says ‘Tho Theobald, co-author of Skat Up and Listen’ The Truth About How lo Communicate et Work Poor communication ca be ‘purely practical problem, Gearbulk, a global shipping Dposinese ith branches around the ‘worl, faced language and seograpbical difficulties, as wel a huge amount of paperwork. With ‘upto 60 documents per cargo, it ‘was a logistical nightmare to track And monitor jobs, while tighter securlty regulations after ® | 1. ‘meant customs dociments had to be realy before ship was allowed ot Installing an automated system means data is now entered only once but can be accessed by anyone in the company, wherever they are- ‘Reporting is faster by @ matter of months, says Ramon Ferrer, Vice President of Global FT at ‘Goarhulk. ‘An operational team carrying a voyage all the way across the world doesnt always have to be talkin to each other — ‘and we don’t waste time duplicating 90 Alex Haslam, Professor of ‘ie same information,’ 4 Given today’s variety of communication tools, it seems ‘strange that we still have a problem communicating, Bur the brave new world of high-tech ean 45 ereate barriers — senior managers Jhide behing their eommptors, staff ruse voice mail to screen calls, and ‘employees sitting next to each ‘tar wil send emails rather than 50 speak. ‘Danagers should get up, walle ound the office and talk to people’ says Matt Rogan, Head of ‘Marketing at Laned, a leadership 55 and communications consultancy. “Faceto.tace comuneaication can't bbe beaten. ‘Theobald recommends checking ‘email ony three times a day, @ allocating a sot period of time to deal with iL. ‘If you leave the sound ‘on, the temptation is as groat asa ‘ringing phone, Poople wil interrupt ‘meetings to chock their emails’ 6 Another problem is simply Intting the ‘repay al! button, ‘bombarding people with {nformation. ‘We had unstractured data coming at staff from left, 7 right and centre, leaving it up to {individuals to sort out, says Gearbulk’s Ferrer, ‘Our new system. hhas reduced e-mails and changed ‘he way people work. It will remind 75 you about work flow" Information ovuriond also means people stop listening. But there may ‘bea deeper reason why a message Talls to get through, according to Psychology at Exeter University. “Everyone thinks @ failure to ‘communicate is just an individual's error of judgment, but i's not ‘© about the person: is about the ‘group and the group dynamics” he says. ‘Just traning people to be ‘200d communicators isn't the ‘ssue," oo The problem is that exployoos develop common loyalties that are far stronger than the need to share information. This ean even extend to questions of safety ‘9 “Tethe mid-1980s there were a lot of light air crashes in Australia Decause the two government epartments responsibie for air ‘safety weren't communicating? 100 says Haslam, ‘The government was trying to save money and both groups fet titeatened, ‘The individuals were highly identified with their own organisation and 15 useing to communicate with the ‘other department.” ‘A company is particularly at risk ‘when cost-cutting is inthe ai. Individuals withdraw into tio departmental joyalties out of fear. Sending such people on yet another “how to communicate’ course will be pointless. Instond, Haslam believes that identifying the sub- 22» groupe within an organisation and making sure each group feels valued and respected can do far ‘more to encourage the sharing of ‘information. “The key to 120 communication’ he says, “is trust FINANCIAL TIMESUnits Communication @ Read the article and complete the chart below. © Read the article again and answer these questions. 4. What communication problems did Gearbulk have? 2 How did Gearbulk overcome the problems? 3, What solitions does Theobald recommend for the above problems? ‘4 According tothe author, why do staff often recelve too many e-mails? 5, Why weren't the two goverment departments (responsible for alr safety) communicating? 6 What does the author think about sending people on communication courses? @ Which word in each group does not form a word partnership with the word inbald? 4 waste time resources information 2 face trouble problems difficulties 3 duplicate information _ time work 4 install systems factories equipment 5 save money time experience 6 develop truth loyatty motivation 7 share support information ideas B allocate time ideas resources, 9 interrupt e-mails conversations meetings @ Discuss these questions. 4 “Face-to‘face communication can't be beaten.’ Doyou agree? 2 How could communication be improved in your organisation? 3, How will communication change inthe office ofthe Future? 2D Vecaduiery flepage 158(Units Communication © complete these idioms with the missing words from the box. point bush grapevine stick wavelength - nutshell picture tall purposes ines 2) 0 putting nn 'b) to get straight to the 9 tohearitonthe 4) to put you inthe i e) to get the wrong end of the .. £) tobe on the same 8) carrtmake head or. h) to talk at cross 1) to beat about the .. D togetour - crossed © Which of the idioms in Exercise A mean the following? 4 tofailto understand anything to share similar opinions and ideas to summarise briefly to misunderstand to delay talking about something to give the latest information 7 totalk about the most important thing 8 tohear about something passed fram one person to another auewn @ Complete the sentences with the idioms learned from Exercise A. 4 OK, I'l I'm afraid we're going to have toet yau go. 2 “Youand your boss seem to agree on most things.’ ‘Yes, we are .... 3 Some important decisions were taken at yesterday’s meeting. Let me 1 think we are 4 sss meaninext month, not this month, 5 Henever gives youa straight answer. He’s always 6b cacesesaesnes that he’s been fired, Is ittrue? 7 It’s avery complicated system, but to. kettle. 8 Ifyou think our biggest problem is market share then youhave 9 This report makes no sense atall. |. z 40 Everyone artived forthe meeting at diferent times. We must have itworks exadty tke a big, © Askyour partner the following questions. 4. What have you heard on the grapevine recently? 2 When was the lat time you got the wrong end of the stick? 3 Whenis itnecessary to put someone inthe picture? 4 Inywhat situations is it good to beat about the bush? 5. Inwhat situations is it good to get straight tothe point? 6 Can you give an example of when you were talking at cross purposes? 7 Is there anything you can't make head otailaf?Unit 1 Communication J @ What expressions can you use on the phone in the following situations? Dealing wi 4 you don’t hear what someone says, communication | 2 the person speaks too fastortoo quietly breakdown 3. you don't understand a word or expression they use 4 youwant to check the spelling of something 5 youwant more information about a subject 6 the connection is not good and you can't continue the conversation 7. youwant to check the key points ©) s.4 Listen to the telephone conversation between Bernard and Koichi, Which of the problems mentioned in Exercise A do the speakers have when communicating? 1) is Listentothe two speakers in a similar conversation. Explain why the second conversation is better. Give as many reasons as youcan, Os Listento the conversation again and complete these extracts with words or expressions from the conversation. 4 That's good. while | get a pen, 2 Somy Bernard, | = Could you é a lite, please? I need to take notes. 3 Letme sn. that, 200 posters, penis and pencils and 50 bags. it. a: Seal. sorycould you Bernard, | don’t think | Know the company? 5 “They've placed an order for 18 of the new lasers...” Sorry, me, please, Bolasers?" 6 Som, | dow tfOlow you Whats nnsunens TOMOU 7. But! need detals about the company, Som IS. Could you 2 hear you very well. 8 Sorry, | stil can’ theas you. maybe the line will be better. 2Yean't Now match each extract 1~8 to the points you discussed in Exercise A. e e Workin pairs. Role play. Marketing Manager: turn to page 451; Overseas agent: turn to page 150. While doing the role play, practise some of the expressions you canuse for dealing with breakdowns in communication. Useful language | ] ‘Asking for repetition What does .. mean? Solving a problem | Sorry, couldyourepeat that? Sony, "mnotwith you. ‘Sony, i's abadline. Cant | didn’t (quite) catch that. ‘Sorry, | don’t follow you. call you back? | Could youspeak up, please? Could you give me some Could you say that again more details, lease? Summarisingthecall please? Couldyou etme have more Let me gooverwhatwe've information? agreed Asking for clarification Could you explain thatin Let me just summarise ‘Would / Could you spell that, detail? please? ‘can I read that back to you? What do you mean by vou clarify that? be more specific,=} ‘The HCPS group was formed a year ago, following a takeover Background - HCPSis a private health care GF CP by Sanicorp. another organisation based in Geneva, health care organisation. | Switzerland. It offers advice Since the akeoven the and treatment 10 wealthy company has become more oe people and company centralised, with more employees all over the world. decisions being made by the Its advertising emphasises op management at head thatit provides a personal office. The working language health service tailored tothe Sr the groupis English. individual's needs. } |Gloria Rienter From...) |Glorie Rien Subject: [Emais; staff lounge Communication problems Following the takeover, a number of serious communication problems ‘ave arisen. Read the e-mails sent by Gloria Richter, Office Manager, and by Ursula Krieger; Sales Director. vate: [arene There are some communication problems | wish to bring 10 your attention, } 5 1 Each day we receive a huge number of e-mails from I Taliep tania Ue carping mgm iverene Sastomers. Some are important, many are not My tres ieee a ey vec Subd ert | itis whkshs umeseraiining ard venat them neglecting her te. > In your opinion, whatis the ‘most important problem mentioned in the e-mails? 2 My staff don't understand why you got rid of the staff ; lounge after the takeover. They say that it used to be @ {good place to meet people irom other departments and to exchange ideas. Most of them still have not, met anyone from Sanicorp yet.Unit Carmmunication | To. (Chris Wright Sar Kray From... Subject: Date: [March 18 ymvurieations problems he takeover, problems hav j@ managers are really confused iho they ehauld report to. We kc pent at ne they planning a reocganisat id us what's happening depertment heads are get a quick answer happy spend money, even sll sums. When th heir present line manager for authority to buy somathing, for examele, sual repiy Ws “t's MOL uy pesttee Desiree Roland Consultants SA The President of HCPS, Susan Westbrook eibsultan cs, Desiree Roland Cone dan ts $A, based in France. She asked them to HICPS and to send in a report. The You are members of Desiree Roland Consultants. Work in small groups. Make alt of all the communication rabies inthe compan. Then rank the problems inorder of importance. What actions do you suggest to soive the communication problems? venoeees Discuss your idezs in groups, then meet as one a P group and work outan action pan. Which actions should be taken: Organisation a) immediately? Db) inthe near future? ©) later, when convenient? Documents Which actions wil requir: a) alot investment? b) some investment? pecation ©) very little investment? of premises ) 1.6 Listen to some typical comments jete the table with informatior rom the listening extracts. Description of problem Customer relations Other problems IE Writing Write follow-up emaif'from the aan acceali ag ier ) Writing file page 139 D Writing fue page 1 §) 1.7 Now listen to the President of the company, Susan Westbrook, talking to Ch Wright, Managing Director. Who do you a wish, the President or the Managing Director?