electronic communication. Keep in mind that
there are verbal and nonverbal aspects to these
communication skills.
Listening and Speaking
Listening and speaking are the most basic
communication skills. However, that does not
mean that they are the easiest. Listening is an
active process. You must pay attention when
you listen to someone. Focus on the speaker’s
face and eyes, 23-6. Observe their nonverbal as
well as their verbal communication. You will use
your listening skills on the job whenever your
supervisor or coworkers give you instructions or
information. You will also use your listening
skills when you interact with customers.
Speaking occurs whenever you say some-
thing. Speaking includes the words you choose,
your posture, and your tone of voice. It also
includes how you organize and present your
thoughts. Speaking on the job ranges from formal
presentations to informal conversations, 23-7.
Two very important communication skills
that involve listening and speaking are conflict
resolution and negotiation. Conflict is a fact of
life. Whether or not conflict becomes a problem
depends on how people deal with it. One of the
most useful communication and interpersonal
skills a person can have is conflict resolution.
Conflict resolution is the process of resolving a
disagreement in a peaceful way. One of the main
tools of conflict resolution is negotiation.
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Part 5 Careers
23-5 Body language includes facial expressions, posture, hand gestures, and tone of voice.