Unit: The Communication Process

Deliverable Length: 8-12 slides or 5-8 paragraphs

Choose only 1 assignment.

Choice 1:

Deliverable length: 5-8 paragraphs

Communication can happen anywhere and for a number of reasons; there is no one defined function of communication, nor is there one direct influence on how we communicate with one another.

First, think about the reasons people communicate with one another and the various settings in which communication can occur. Then consider the factors that impact communication to respond to the following:

How might those factors change the delivery or the understanding of the message? At minimum, your response should include the following:

A description of the 3 functions of communication

An explanation of various factors that could change or influence the message

-OR-

Choice 2:

Deliverable length: 8-12 slides

You are asked to lead a type of sensitivity training in the workplace with a focus on listening and responding. The training will be provided for employees who are:

Responsible for communicating topics of a sensitive nature to customers

Expected to empathize with the customers as part of the organization's mission

Fearful of really being there for someone who is in need of emotional support

Uncertain of how the customer will react to any given news

For this assignment, prepare a PowerPoint presentation to train employees to listen and respond to a customer who may have just received unpleasant news.

How should the employee listen as the customer reacts to this news?

How should you frame both your verbal and nonverbal messages while listening?

What differentiates effective listening from ineffective listening?

What considerations of the other person, in this case the customer, should you have during the conversation?

Your response should include at least 3 techniques for effective listening and 3 techniques to effectively respond.

Presentation Guidelines

The following guidelines for your PowerPoint presentation will be used to grade your work as well:

Limit the number of words on slides. Slides are designed to supplement your presentation, not to be your presentation (in this assignment, it is to supplement your research paper).

Avoid paragraphs

Use bullet points

Use succinct phrases instead of sentences

Limit each slide to 6 bullet points.

Simple fonts

Fonts "with feet" are easier to read (in a paragraph)

Fonts "without feet" make nice titles

Choose color combinations that make your presentation easy to read.

Limit graphics to 1-3 per page. Too many graphics can be distracting.

Bells and whistles tend to be distracting for the viewer. Make sure that special effects have a purpose.

Proofread and spell check your work.