Communication Skills

1. Communication Skills FCNS 426 Strategic Management Joan E. Quinn, M.Ed., RD

2. Learning Objectives • Identify seven myths about communication • Describe the sender-receiver model • Describe upward, downward and lateral communication and how “link-pins” are necessary in these types of communication • List the six characteristics of effective feedback

3. Learning Objectives • Summarize barriers to effective communication • Identify four types of interpersonal space, and describe the importance of body language • Summarize the importance of listening well • Describe three types of listening • Describe common barriers to listening

4. Learning Objectives • Outline speaking and presentation skills useful for managers • List and briefly describe the parts of a formal presentation • Describe how visual aids can be used effectively

5. Learning Objectives • Summarize guidelines for better business writing • Give examples of rules for better business writing

6. Seven Communication Myths • We only communicate when we want to communicate • Words mean the same to both the speaker and the listener • We communicate chiefly with words • Nonverbal communication is silent communication • Communication is a one way street • The message we communicate is the message that the listener receives • There is no such thing as too much information

7. Sender-Receiver Model • Sender: • initiates a thought/feeling • Encodes it into words • Transmits it • Receiver: • Decodes the message • Assigns thought/feelings to a response • Encodes a response • Sends a message back

8. Three types of organizational communication • Upward • Downward • Lateral • Linking-pins

9. Definitions • Feedback • Any communication in which a person provides information about some aspect of another’s message, motivation or behavior • Effective Feedback • Immediate or well-timed • Specific • Considers the needs of the receiver • Focuses on behavior rather than personality • Is unemotional • Is two-sided

10. Misinterpretation Evaluation of sender Projection Stereotyping Arrogance and superiority Defensiveness Inarticulateness Hidden agendas Status Environment Emotions Differences in backgrounds Poor timing Personality conflicts Barriers to Effective Communication

11. Four types of space • Public • Social • Personal • Intimate

12. Three types of listening • Informational • Evaluative • Empathetic

13. Parts of a formal presentation • Introduction • Main body • Conclusion

14. Guidelines for better business writing • Have a specific audience in mind • Know your objectives • Decide which information is essential • Decide how to present the information

15. Rule for Better Business Writing • Use specific language • Use active voice • Use plain English and simple sentences • Follow the inverted pyramid rule • Use topic sentences • Avoid cliches • Avoid jargon • Avoid condescending statements • Avoid sexist language • Stress the positive • Take a stand

16. CASE STUDY • How did the lack of effective communication contribute to this problem? Identify the person(s) who did not follow good communication principles • How could effective communication change this situation? List your ideas • Think of a situation in your work experience in which lack of communication caused you or someone else unneeded worry or anxiety. List ways you might have changed the outcome of the situation by using good communication skills

17. CASE STUDY • Choose one task or activity that you perform on a regular basis. Write a detailed memo explaining how to do the task, why it is performed, and when it it performed. Assume you are recording the details to be used to train an employee to do this task while you are on vacation. • Write a brief memo to one of your employees explaining a specific work assignment.