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A meeting is when two or more people come together to discuss one or more topics, often in a formal or business setting, but meetings also occur in a variety of other environments.

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BUSINESS ETIQUETTE - TELEPHONE ETIQUETTE

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BUSINESS ETIQUETTE - TELEPHONE ETIQUETTE

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There are many communication styles: aggresive, assertive & passive

How to be assertive?
1. Use 'I' statements
e.g.: 'I don't agree' vs 'You are wrong'
'I am treated unfairly' vs ' You are so unfair'

2. Say 'no' when you want to mean it.

3. Use words that convey a clear message
e.g.
Weak : "I would like it if someone could cover this meeting while I'm out on vacation.
'Stronger' : "I need someone to cover this meeting while I'm on vacation.

4. Fogging - when someone criticises you, you acknowledge something in their criticism that you agree with.
e.g. "I agree with you on how you feel about this, though let me explain...."

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How to show people that we are listening?

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How to show people that we are listening?

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1. Pay attention - gestures/eye contact /
2. Provide feedback - sharing points / agreement
3. Show that you are listening
4. Defer judgment
5. Respond appropriately

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1. Communication skills - verbal, non-verbal & Listening skills
2. Emotional Intelligence
3. Problem solving & decision making
4. Teamwork
5. Conflict resolution & mediation
6. Negotiation, persuasion & influencing skills

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GROUP 4
Muhamad Adib
Aizat Imran
Adli luqman
Nurhamizah Aida
Nur Sharafina
Siti Amirah
Negotiation and Persuasion Skills
Negotiation is one of the method by which people settle differences. It is a process by which compromise or agreement is reached while avoiding argument and dispute. However, the principles of fairness, seeking mutual benefit and maintaining a relationship are the keys to a successful. Without negotiation, such conflicts may lead to argument and resentment resulting in one or all of the parties feeling dissatisfied. The point of negotiation is to try to reach agreements without causing future barriers to communications.
Second method is decision making is a way to communicate and analyse the problem in order to solve it. By breaking down the matter into smaller components can help to decide effectively and get a better result. As example discussing the riddle with a group of friend and deciding which a better choice is can help to make out a good outcome.
The third method is mediation is a conflict resolution process in which a neutral mediator assists the parties through constructive discussion and negotiation of their issues in order to reach a mutually acceptable resolution. How to resolve conflict in mediation is to stay calm, listen to understand, accentuate the positive, state your case tactfully, attack the problem, avoid the blame game, focus on the future. Tips to help you mediate a workplace conflict, get an early start, fully flesh-out what happened, encourage each employee to see the other's point of view, outlaw criticism in mediation, move past the conflict and make plans for the future.
Last point is problem solving. The goal of interpersonal problem solving is to help confront problems in a manner that shows respect for the relationship and other person.
Steps in Interpersonal Problem Solving
- 1) Identifying the problem
- 2)Generating potential solutions
- 3) Evaluating potential solutions
- 4) Selecting a solution
- 5) Implementing the solution
- 6) Evaluating the effectiveness of the solution

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Interpersonal skills
Group 3
- Uzair
- Iwani
-Danial Harith
- Raziq
- Firzroy
- Farah
- Shahrul

Interpersonal skills are sometimes referred to as social skills that consist of 2 people or more that communicate to each other. However, these terms can be used both more narrowly and more broadly than ‘interpersonal skills’.
Interpersonal skills is divided into 6, which is:-
- Communication skills, which in turn covers:
o Verbal Communication – what we say and how we say it;
o Non-Verbal Communication – what we communicate without words, for example through body language, or tone of voice; and
o Listening Skills – how we interpret both the verbal and non-verbal messages sent by others.
- Emotional intelligence – being able to understand and manage your own and others’ emotions.
- Team-working – Teamwork are the qualities and abilities that allow you to work well with others during conversations, projects, meetings or other collaboration.
sinfluencing skills – working with others to find a mutually agreeable (Win/Win) outcome. This may be considered a subset of communication, but it is often treated separately.
- Conflict resolution and mediation – working with others to resolve interpersonal conflict and disagreements in a positive way, which again may be considered a subset of communication.
- Problem solving and decision-making – Problem solving is when someone working with others to identify, define and solve problems, which includes making decisions about the best course of action.

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Group 1
Muhammad Irfan
Amani Nazhirah
Siti Nornadiya
Fatin Arifah
Izrinda
Syaidatul Nabihah
Yasmin
Wan Syahirunnisa
Azreen

INTERPERSONAL COMMUNICATION:

- process of exchange of information, ideas and feelings between two or more people through verbal or non-verbal methods. It often includes face-to-face exchange of information, in a form of voice, facial expressions, body language and gestures.

COMMUNICATION SKILLS:

- Being able to communicate effectively is perhaps the most important of all life skills. It is what enables us to pass information to other people, and to understand what is said to us.

VERBAL COMMUNICATION SKILLS:

-Verbal communication is the use of sounds and words to express yourself, especially in contrast to using gestures or mannerisms (non-verbal communication). An example of verbal communication is saying “No” when someone asks you to do something you don't want to do. YourDictionary definition and usage example.

NON-VERBAL COMMUNICATION:

-Nonverbal communication refers to gestures, facial expressions, tone of voice, eye contact (or lack thereof), body language, posture, and other ways people can communicate without using language.

LISTENING SKILLS:

-Listening is the most fundamental component of interpersonal communication skills. Listening is not something that just happens (that is hearing), listening is an active process in which a conscious decision is made to listen to and understand the messages of the speaker. Listening provides reaction and response from the speaker

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MUHAMMAD NUR HAFIZ BIN ROZHAM
MUHAMMAD SHAHEER SINWAN BIN SHAHRIR
AHMAD RAFAEI BIN KHAIRI
TENGKU NURIFFAQIHA BINTI TUAN AZEROZ
NORKHALISAH IZZATI BINTI NORAIZAT
SYAZA RIKA BINTI MOHD AZMI
NUR INTAN RAIHANA BINTI CHE ABD RAHMAN

What is Interpersonal Skills?

Interpersonal skills can be defined as social skills, soft skills, people skills or life skills it is also known as the skills needed to communicate and interact with other people.

Interpersonal skills include:
1. Communication Skills
which then are divided into three parts:
• Verbal Communication
what we say and how we say it.
• Non-Verbal Communication
communicating without words for example through body language or tone of voice.
• Active Listening Skills
how we interpret the verbal and non verbal message sent from the others.
How do we show people we are listening?
- Provide feedback - facial expression/fillers 'aaah' 'hmmm', okay
- Ask questions /pay attention
- Show that you're listening - eye contact/ response
- Defer judgement
- respond appropriately

2.  Emotional Intelligence
being able to understand your own emotions and others' emotion

3. Team-working
the ability to work in a group or team both formal and informal.

4. Negotiation, persuasion and influence skills
working with others with the objective of finding mutual outcomes.

5. Conflict resolution and mediation
working with others to resolve the interpersonal conflict or dissagreement in a positive way.

6. Problem solving and decision making
working with others to identify, define and solve problems which includes making decision.

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Group 2
Adam Danial b. Mohd Raof
Muhammad israq b. Kamarrudin
Amirul hizami b. Muhd arif
Nurshuhaila binti abdullah
Raden fitriniza binti raden shafarie
Nur fazira bt bahuddin
Nur muhd najmuddin b. Yusran
Nur dayana

Interpersonal skills matter because none of us lives in a bubble.  we have to communicate with and interact with other people on a daily if not hourly basis, and sometimes more often. Good interpersonal skills ‘oil the wheels’ of these interactions, making them smoother and pleasanter for all those involved. This is likely to be particularly important with your partner. For example, being able to give and receive feedback effectively with your partner can help to resolve small problems between you before they become big issues. you are required to communicate with and interact with a wide range of people, from suppliers and customers through to your immediate colleagues, colleagues further afield, your team and your manager. These skills involve the ability to communicate and build relationships.

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Interpersonal skills are those we use every day to communicate and interact with others, including listening, speaking and questioning skills. They are the foundation for success in life.

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- Strong interpersonal skills will enable you to talk to and work with all types of people, including managers, coworkers, and customers.
-It helps you to develop relationships with people. Strong relationships with the people you work with will help you succeed in the workplace.

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PERSONAL CHARACTERISTICS THAT MAY AFFECT COMMUNICATION

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PERSONAL CHARACTERISTICS THAT MAY AFFECT COMMUNICATION

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1. Age
- vocabulary may different
- topics may be different
-aware of how communicate in different groups of people
- voice tends to be lower according to age group

2. Gender
- Women has more tones than men.
- Females tend to have higher pitch.

3. Education
- The experiences that you have through education will change the way you communicate.

4. Family background
- People who have close relationships with their families tend to be more respectful to others in communication.

5. Life experiences
- Can change the way we speak based on the emotions that we have experienced during certain life experiences.

6. Communication habits
- Def : habits that you do when you are communicating
- E.g listening / polite / avoid sarcasm / 'you' vs 'i' statement - 'we'

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PROFESSIONAL COMMUNICATION AT THE WORKPLACE

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PROFESSIONAL COMMUNICATION AT THE WORKPLACE

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Amirah Balqis,
Nur Amira Fatihah,
Nurul Afiqah,
Azzuwa Adeera,
Nur Aina Wahidah,
Siti Aisyah Atiqah

Cultural Barrier
The prime dynamics of culture are the mutual social perceptual set with coordinated, meaning and action, and cultural variance. The differences in communication recital and the diverse forms of communication can create diversity among various cultures.

Example: In Generational - Each age group has a different general approach to work, which often leads to conflicts with older workers describing younger workers as "slackers," and younger workers criticizing older workers as being "out of touch."
Physiological  barriers
These may result  from individuals'personal discomfort  caused
For example : by ill heal, poor eyesight or hearing difficulties

Sementic barrier
Misuderstanding between the sender and receiver arising due to the different meanings of words, and other symbols used in the communication.
Example: the message is not formulated properly and the language used is so difficult that it could be misinterpreted by the recipient

Psyschological barrier
-Psychological barrier is the influence of psychological state of the communicator which creates an obstacle for effective communication.

Communication is highly influenced by the mental condition that the communicated are in and is disturbed by mental disturbance.

-Example : when a person is angry, he/she might say things they regret later. Even when listening to someone else speak, an angry person might easily misinterpret the message. Various other emotions like fear, nervousness, confusion, mistrust and jealousy affect communication process.

Physical barrier
- Physical barrier is the environmental and natural condition that act as a barrier in communication in sending message from sender to receiver.
- Example : if the staff in an organization are sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails.

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-NUR SYARAFINA BINTI MOHAMAD ASRI
- ADAM WAZIF BIN AWIRA

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- MUHD SHAHEER SINWAN BIN SHAHRIR
- DANIAL HARITH BIN ADNAN
- MUHD SYAHRUL AQMAL BIN MOHD SAAD
- MUHD ADIB BIN AZMI
- MUHD RAZIQ BIN SHARIFUL YAZAN
- NUR MUHD NAJMUDDIN BIN YUSRAN
- MUHD NUR HAFIZ BIN ROZHAM
- AHMAD RAFAEI BIN KHAIRI

1. Semantic Barrier
Definition: refers to the misunderstanding between the sender and receiver arising due to the different meanings of words, and other symbols used in the communication

Example: The research lead to the discovery of lead”. In this sentence, both the words have the same spelling, but different pronunciation and different meanings. These words can be interpreted wrongly when used unknowingly causing the semantic barrier in a communication process

2. Cultural Barrier
Definition:Cultural barriers is when people of different cultures are unable to understand each other’s customs, resulting in inconveniences and difficulties.

Example: Each age group has a different general approach to work, which often leads to conflicts with older workers describing younger workers as "slackers," and younger workers criticizing older workers as being "out of touch."

3. Physical Barrier
Definition: is the environmental and natural condition that act as a barrier in communication in sending message from sender to receiver. Organizational environment or interior workspace design problems, technological problems and noise are the parts of physical barriers.

Example: If the staff in an organization are made to sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails.

4. Physiological Barrier
Definition: related with the limitations of the human body and the human mind (memory, attention, and perception).

Example:
Physiological barriers may result from individuals' personal discomfort, caused by ill-health, poor eye sight, or hearing difficulties.

5. Physchological Barrier
Definition: The psychological barrier of communication is the influence of psychological state of the communicators which creates an obstacle for effective communication.

Example: when a person is angry, he/she might say things they regret later. Even when listening to someone else speak, an angry person might easily misinterpret the message. Various other emotions will affect the communication process.

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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-UZAIR HARITH BIN MUSTAFFA
-AMANI NAZHIRAH BINTI MOHD ROSLY
-SITI NORNADIYA BINTI ZAIDI
-MUHAMMAD IRFAN BIN MUHD RASIDI
-MUHAMMAD AIMAN HARIZ BIN MUHAMMAD ALIF

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1. Semantic Barrier
Definition: refers to the misunderstanding between the sender and receiver arising due to the different meanings of words, and other symbols used in the communication

Example: The research lead to the discovery of lead”. In this sentence, both the words have the same spelling, but different pronunciation and different meanings. These words can be interpreted wrongly when used unknowingly causing the semantic barrier in a communication process

2. Cultural Barrier
Definition: Culture is defined by the shared manners, customs, beliefs, rituals, ceremonies, laws, ideas, thought patterns, arts, tools, social institutions, religious beliefs, myths and legends, knowledge, values, a concept of self, morals, ideals and accepted ways of behaving.

Example: Each age group has a different general approach to work, which often leads to conflicts with older workers describing younger workers as "slackers," and younger workers criticizing older workers as being "out of touch."

3. Physical Barrier
Definition: is the environmental and natural condition that act as a barrier in communication in sending message from sender to receiver. Organizational environment or interior workspace design problems, technological problems and noise are the parts of physical barriers.

Example: If the staff in an organization are made to sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails.

4. Physiological Barrier
Definition: related with the limitations of the human body and the human mind (memory, attention, and perception).

Example: Physiological barriers may result from individuals' personal discomfort, caused by ill-health, poor eye sight, or hearing difficulties.

5. Physchological Barrier
Definition: The psychological barrier of communication is the influence of psychological state of the communicators which creates an obstacle for effective communication.

Example: when a person is angry, he/she might say things they regret later. Even when listening to someone else speak, an angry person might easily misinterpret the message. Various other emotions will affect the communication process.

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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CALIPH -
-NURSHUHAILA BINTI ABDULLAH
-SITI AMINAH BINTI ABDULLAH
-WAN SYAHIRUNNISA
-RADEN FITRINIZA BINTI RADEN SHAFARIE

a) Sematic barriers
to communication are the symbolic obstacles that distorts the sent message in some other way than intended, making the message difficult to understand. The meaning of words, signs and symbols might be different from one person to another and the same word might have hundreds of meanings.

example of sematic barriers:
-bad expression
-words with different meanings
-faulty translations.

b)Cultural barriers
a rule or expectation in any culture that prevents or impedes someone, from outside of that culture, from being included or participating equally. Two of the most common cultural barriers are language and religion.

Example: A non-Muslim in a predominately Muslim culture will be prohibited from marrying.

C) Physical barrier is the environmental and natural condition that act as a barrier in communication in sending message from sender to receiver. Organizational environment or interior workspace design problems, technological problems and noise are the parts of physical barriers.

Examples of physical barriers that prevent individuals from effective communication include: For example, if the staff in an organization are made to sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails.

d)There are four psychological barriers. These barriers are perception, homeostasis, conformity and commitment, and personality factors. There are different variations to perception. There is selective perception.

e)Definition of Physiological Barriers
Physiology is the state of human body and mind. Physiological barriers of communication occur due to the physical condition of sender or receiver which might even be physical disabilities. It includes sensory dysfunction and other physical dysfunctions.

example: a person having flu is not able to talk for hours like a person without any physiological ailment.

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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Ultraman TIGA
-IZRINDA NURANI BINTI ROSLI
-ADAM DANIAL BIN MOHD RAOF
-MUHAMAD ISRAQ BIN KAMARUDDIN

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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FIVE BARRIERS THAT CAN OCCUR DURING A COMMUNICATION PROCESS

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Nurhamizah Aida
Nurfatin Arifah
Tengku Nur Iffaqiha
Syaidatul Nabihah
Azreen Shahira
Siti Nur Dayana
Iwani Izzati

a) Sematic Barriers
- Arise when the information is  being interpreted wrongly in a communication process causing misunderstanding between the sender and the receiver.

As an example such as bad expression, faulty translations and words with different meanings. It also arises due to language, education, culture and place of origin dialect or accent or most likely their experience.
b) Cultural Barriers
- When we communicate with a person from a different culture, we encode message in relation to our own cultural practices.

As example, some cultures believe the body need balance if the body is cold, they eat hot foods. Some cultures believe illness is due to demons and evil. Some cultures believe health is a reward from God, and illness is punishment from God.
c)  Physical Barriers
- Physical barrier is the environmental and natural condition that act as a barrier in communication in sending message from sender to receiver. Organizational environment or interior workspace design problems, technological problems and noise are the parts of physical barriers.

As example, ignorance of Medium - Communication also includes using signs and symbols to convey a feeling or a thought. However, if there is a lack of ignorance about the medium in which sender is sending the message, the conversation can be hampered.
d) Physiological Barriers
- Communication are related with the limitation of the human body and the human mind memory, attention and perception.

Example, may result from individuals personal discomfort, caused by ill-health, poor eye sight or hearing difficulties.
e) Psychological Barriers
- The psychological barrier of communication is the influence of psychological state of the communicators (sender and receiver) which creates an obstacle for effective communication.

As example Poor listening - a psychological barrier used in communication. Most of the people just hear and do not listen attentively. If they listen, they listen selectively; taking the desired part and ignoring the undesired part of the message. They listen to what they want to listen to.

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THE FIVE BARRIERS THAT OCCUR DURING A COMMUNICATION PROCESS

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THE FIVE BARRIERS THAT OCCUR DURING A COMMUNICATION PROCESS

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a) semantic barrier
- refers to the misunderstanding between sender and receiver due to the different meanings of words, and other symbols used in communication . For example ,  bad expressions and unclarified assumptions

b) Cultural barrier
- are a result of living in an ever shrinking world. Different cultures , wether they be a society culture of a race or simply the work culture of a company and can hinder develop communication if two different cultures clash . For example, body language.

c) Physical barrier
- are often due to the nature of the environment. Includes internal and external environment. For example, poor lighting , staff shortage and background noise.

d)Physiological barrier
- may result from receiver's physical state. For example, a receiver with reduced hearing may not grasp to entirety of a spoken conversation especially if there's a significant background noise

e) Psychological barrier
- are directly related to some internal problem of destination or the receiver. Examples , poor listening , egotism , attitude & opinion

Amirul Hizami B MOHD ARIF
012020021821
Mohd Firzroy Imran bin Mohd Nasir
012020021819
Aizat
012020021823

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Five barriers that can occur during communication process

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Five barriers that can occur during communication process

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Nurin Faqihah
Norkhalisah
Nur Fazira
Farra Wahida
Syaza Rika
Nur Intan Raihana
Nurul Yasmin

a) Semantic barrier
- The Semantic Barriers refers to the misunderstanding between the sender and receiver arising due to the different meanings of words, and other symbols used in the communication.
- Examples of Semantics: A toy block could be called a block, a cube, a toy.

b) Cultural barrier
- A cultural barrier is a rule or expectation in any culture that prevents or impedes someone, from outside of that culture, from being included or participating equally.
- Every country has numerous religions practised by its people. so the differences in their values and beliefs are also an example of cultural barriers.

c) Physical barrier
- Physical barrier is the environmental and natural condition that act as a barrier in communication in sending message from sender to receiver.
- For example, if the staff in an organization are made to sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails.

d) Physiological
- Physiological barriers of communication occur due to the physical condition of sender or receiver which might even be physical disabilities.
- Example, a person with short term memory loss is unable to convey the message after a while as he/she forgets the message and hence the communication fails.

e) Psychological
- The psychological barrier of communication is the influence of psychological state of the communicators (sender and receiver) which creates an obstacle for effective communication. Communication is highly influenced by the mental condition that the communicators are in and is disturbed by mental disturbance.
- example, Psychological barriers are beliefs that a person has about himself/helself regarding his ability, potential, self-worth they can be called unhealthy.

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There are FIVE barriers that can occur during a communication process:
a) Semantic barrier
b) Cultural barrier
c) Physical barrier
d) Physiological barrier
e) Psychological barrier

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Celeste Headlee: 10 ways to have a better conversation | TED

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What are safe topics to start a conversation with someone that you have just met?
1. compliment the person's appearance/dressing
2. weather
3. sports
4. hobby
5. current news
6. enquiry about whether the person has eaten.
7. health
8. jobs

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What You Didn’t Know About Fresh Graduate Unemployment in Malaysia 

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What You Didn’t Know About Fresh Graduate Unemployment in Malaysia 

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Find out the truth behind why fresh graduates are unemployed in Malaysia and learn what you can do to increase your employability!

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This chapter is focusing on communication. Can people be successful at work if they are only proficient and skillful in their technical areas of expertise?

Question:
What cultural practices can cause misunderstandings among fellow Malaysians during a conversation?