Transcript CM 1.02 7 C`s

Objective 1.02
Effective Communication skills
 Written Communication
 The seven C’s of business communication
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1. Correctness
2. Completeness
3. Conciseness
4. Clearness
5. Concreteness
6. Courtesy
7. Consideration
Correctness
Is the communication accurate
Completeness
Does the communication include
all necessary information
Conciseness
Does the communication include
only necessary information.
Avoid repetition
Clearness
Is the communication easy to
understand. Simple words.
Concreteness
Is the communication specific
and definite
Courtesy
Is communication sincere and
polite. Think about readers
feelings.
Consideration
Does the communication keep
the receiver in mind.
You vs. I
Effective communication skills
 Written Communication
 Plagiarism
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: the act of using another person's words or ideas without
giving credit to that person
Effective communication skills
Business Mem0
Internal Document sent to
employees to convey information
about the Company
Effective communication skills
Business Letter
More formal communication to
external readers outside the
Company
Effective communication skills
 Verbal/Nonverbal Communication
 Importance of both verbal and nonverbal
communication
 Tone of Voice
 Body Language
Ethics vs. Values
 Ethics
 Concerned with how someone should
behave
 Values
 Determine how a person actually behaves
Six signs of
 Trustworthiness
 Respect
 Responsibility
 Fairness
 Caring
 Citizenship
Character
Positive social skills
(e.g., good manners and showing gratitude)
Positive Social Skills
Positive Attitude
 Digital etiquette
 Attitudes
 Positive & Negative
 Optimists & Pessimists
 Social networking
 Etiquette
 Gossip
 Professionalism
 Tact
 Punctuality
Teamwork
Effort on the part of a group of
persons acting together in the
interests of a common cause.
Conflict Resolution Skills
 Conflict Resolution Process
 Identify the problem.
 Identify possible solutions.
 Evaluate each suggested solution.
 Pick the best solution.
 See if the solution is working.
 If necessary, agree to disagree.
Conflict Resolution Skills
 I-messages
 I feel _________________________________
 When you _____________________________
 Because _______________________________
 And I want ____________________________
 Private locations
 You’ve been waiting in the lunch line for ten
minutes to get some fries and finally make it
over to your lunch table where you put down
your food and darn, you forgot ketchup…you
run over to the counter to pick some up and
when you return, your not-much-of-a-friend
has moved your food and bookbag to another
table where none of your friends are sitting.
 You have been texting and talking to
someone you have a crush on for the last two
weeks. Both of you have kept it quiet but you
decide it is safe to tell your best friend. The
next day, a picture of you with your name
and “I heart your crush’s name” is all over
your best friend’s Instagram and Snapchat.
 You are finally old enough to get a job and start
making some money on the side. Your neighbor
tells you about your dream job having a position
available and you are ready to jump into it. You
are so excited you tell your classmate during a
math project that you have an interview after
school when they ask why you are all dressed
up. When you arrive to your interview, you are
shocked to see that same classmate there. As
you walk in, the manager apologizes and says
they are sorry but they just hired your
classmate…if you had only been there five
minutes earlier.
Recognize the difference between appropriate and
inappropriate behavior in specific school, social and
work situations
 Appropriate behavior in specific situations
i.
Courtesy
ii. Respecting privacy
iii. Appropriate dress
iv. Working with supervisors and coworkers
v. Punctuality
vi. Time management
vii. Accountability
viii. Motivation
ix. Integrity
x. Self-discipline
xi. Personal code of ethics
Recognize the difference between appropriate and
inappropriate behavior in specific school, social and
work situations
 Demonstrate Self-Control
i. Self-control
ii. Self-observation
iii. Reward technique
iv. Extinction
v. Alternate behavior
vi. Stimulus control
Handling outside pressure on you.
Sources of pressure
Physical
ii. Mental
iii. Emotional
iv. Intellectual
i.
Roadblocks in your personal life
Self-esteem
Self-concept
ii. Affirmation
iii. Visualization
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Accepting responsibility for your
behavior
 Responsible personal
behavior
 Responsible behavior in
the work environment
Knowledge about, respect for, openness to and
appreciation for all kinds of human diversity.
 Cultural Sensitivity
 Diversity
 Discrimination
 Prejudice
 Bias
 Stereotype
Interacting positively with diverse groups of people is
often essential to maintain employment.
 Positive working relationships
 Human relations
 Interdependence
 Attitudes
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Defeatist
Inferior
Superior
Mature
 Types of Leaders
 Authoritarian
 Democratic
 Laissez-Faire