Transcript Communication Skills

Communication Skills
FCNS 426
Strategic Management
Joan E. Quinn, M.Ed., RD
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
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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
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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
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Learning Objectives
Summarize guidelines for better business
writing
 Give examples of rules for better business
writing
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Seven Communication Myths
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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
Sender-Receiver Model
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Sender:
– initiates a thought/feeling
– Encodes it into words
– Transmits it
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Receiver:
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Decodes the message
Assigns thought/feelings to a response
Encodes a response
Sends a message back
Three types of organizational
communication
 Upward
 Downward
 Lateral
– Linking-pins
Definitions
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Feedback
– Any communication in which a person provides
information about some aspect of another’s message,
motivation or behavior
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Effective Feedback
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Immediate or well-timed
Specific
Considers the needs of the receiver
Focuses on behavior rather than personality
Is unemotional
Is two-sided
Barriers to Effective
Communication
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Misinterpretation
Evaluation of sender
Projection
Stereotyping
Arrogance and
superiority
Defensiveness
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Inarticulateness
Hidden agendas
Status
Environment
Emotions
Differences in
backgrounds
Poor timing
Personality conflicts
Four types of space
 Public
 Social
 Personal
 Intimate
Three types of listening
 Informational
 Evaluative
 Empathetic
Parts of a formal presentation
 Introduction
 Main body
 Conclusion
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
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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
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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
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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.
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