Transcript Chapter 7 Professional and Social Communication

Chapter 7
Professional and Social
Communication
Social and Professional Communication
• #1IC- Effective communication takes into consideration the people
involved, the type of message, and the circumstances.
• #1B- The most successful people are often those who use sound
judgment and sensitivity, whatever the situation might be.
• Social communication is communication that occurs in your personal
and your community life.
• Professional communication is communication that takes place on
the job or is related to your career.
• #2B- Knowing what to do when is a sign of a person who is smart and
who wishes to be in charge of a situation.
• Protocol means a specific “code or system of conduct” that is
followed.
• “Chain-of-command” refers to the correct order of communicating
with people at work. It is sometimes called business protocol.
Social and Professional Communication
• Studies show that 70% of our day is spent interacting with others.
• #2IC- You can show people they matter to you by having eye contact,
shaking hands, introducing them to others, and using preferential
talking.
• The word courtesy means treating people politely.
• The word tact means that you treat situations diplomatically. You try
to say what is most fitting, based on the occasion.
Appropriate Tone
• Tone is the mood of your words.
• #3B- The aggressive tone or approach wants to win at all costs, even
if it means intimidating, manipulating,or belittling others in the
process.
• An aggressive person considers only one point of view: his or hers.
• Studies show that when you use words to bully or steamroll others,
you discourage their creativity and enthusiasm.
• A nonassertive tone shows a lack of energy or action.
• #3IC- A nonassertive tone communicates to others that you have no
self-confidence in your own ideas and you don’t care about what’s
going on.
Appropriate Tone
• #4B- The middle ground between aggressive and nonassertive, the
assertive tone or communication approach is direct, but tactful.
• The assertive tone knows when to talk, when to keep quiet, and how
to give their opinions in a manner that is courteous and respectful.
• #4IC- If you wish to have harmony and an assertive tone, you should
consider the location, the timing, the intensity, and the relationships.
• The assertive tone has a warm, friendly voice; uses respectful words;
has a calm, relaxed appearance; sends positive nonverbal signals to
others; and makes direct, yet nonthreatening eye contact.
People Skills
• People skills is the ability to work well with others because you take
time to make them feel at ease.
• People skills begins with proper introductions.
• #5IC- When introducing a new person to the group, you should use
the following five rules:
– 1. Stop what you’re doing
– 2. Be friendly
– 3. Address everyone by name
– 4. Work to make everyone feel included
– 5. Try to get others talking
People Skills
• #5B- Socially and professionally, the “hand of friendship” is
appropriate and seen as a sign of respect.
• Introducing women and elders first is a sign of respect.
• Be sure to have a firm handshake.
• People skills also involves participating effectively in conversations.
• #6IC- The three conversation killers are talking too much, talking too
little, and interrupting others.
• #6B- Dominating a conversation and talking too much irritates people
and makes them feel left out.
• Talking too little causes long “dead spots” that make everyone
uncomfortable.
• Interrupting others is the quickest way to break up a conversation.
People Skills
• People skills also involves offering and receiving criticism
appropriately.
• Criticism just means “an evaluation of judgment.”
• #7B- Offering criticism is a way of encouraging someone to improve.
• When offering criticism, use an assertive tone, not an aggressive one.
• Remember, criticism should work to build up, not tear down, a
relationship.
• When offering criticism, be friendly; be informative; offer possible
solutions; and offer good news too.
• Never give criticism when you’re angry. Cool off first!
People Skills
• #7IC- When receiving criticism, you should maintain your cool, allow
others to finish, ask questions to make sure you understand, and thank
the person for their opinion.
• When receiving or giving criticism, remember that you are solving
problems- not creating them.
• People skills also involves giving clear and accurate directions.
• #8B- When you give clear directions, people feel more organized and
confident.
• #8IC- The four ABC’s of giving directions are
– 1. Always be clear.
– 2. Always be complete.
– 3. Always be concise.
– 4. Always be considerate.
People Skills
• When giving directions, you should think before you speak; go
slowly; list you directions in sequential order; use transition words;
stress key words; eliminate unnecessary words; watch for signs of
confusion; and ask for the directions to be repeated.
• Never assume people can fill in the blanks when you give directions.
• Being considerate when offering directions means that you consider
where, when, and what tone you use to give the directions.
Language and Dress
• Informal language is the casual language that you use with your
friends.
• #9B- Informal language works well in informal communication
because such terms allow those involved to feel comfortable with each
other.
• Informal language includes slang, or words and phrases that work
well with people with whom you’re familiar.
• Standard language is the language that is commonly accepted and
expected by most social groups, including professionals.
• #9IC- Using standard language is characterized by the following
traits: a varied vocabulary, correct sentence structure, and using good
grammar skills.
• #10B- Rightly or wrongly, some people associate the way you talk
with the type of person you are.
Language and Dress
• Technical language is the language used in a specific professional
field. Sometimes this is called “job speak” or jargon.
• Most people not in that particular profession will not understand the
jargon.
• Save your jargon for those at work, so you don’t confuse others.
• #11B- This chapter encourages you to develop the verbal range
necessary to communicate with different types of people in different
situations.
Language and Dress
• Appropriate dress is key in professional communication.
• #10IC- To communicate with a client in your workplace, you should
dress up as well or better than those around you.
• #12B- A good rule of thumb is to be at least as dressed up as those
around you.
• #13B- Paying attention to you grooming emphasizes you attention to
detail and indicates the respect that you have for yourself and your
job.
• Make sure you wear clothes that match the occasion and the nature of
your work.
• Don’t wear loud jewelry, inappropriate slogans on clothing, revealing
clothes, or clothes that don’t match.
• Don’t let your clothes distract from your words.
Respecting Differences
• #14B- Knowing the appropriate “rules” of communication when
dealing with a diverse group of people not only makes you more
appealing it also allows you to be a more effective communicator with
all types of audiences.
• Today, the world is interconnected with the media, the internet, and
transportation. This means we must be sensitive to other cultures.
• There are 6 billion people in the world with 4,000 languages, 255
nationalities, and 20 major religions.
• Be sure that you treat people of different ages, gender, and ethnicity
fairly.
• Women spend 85% of the money in the U.S. Older Americans spend
more than $800 billion each year. Minorities spend over $500 billion
a year.
Respecting Differences
• #15B- The only factor that should matter in the world of work is that
each individual bring a positive contribution to the work place.
• #11IC- You can promote diversity in your personal and professional
communication by being open-minded, being tolerant, and being
empathetic.
• #16B- People who are open-minded are searchers. They are willing to
look at a problem or situation from different angles.
• #17B- A smart communicator practices tolerance at work and in social
situations. Practice self-control. Recognize and respect the practices
and opinions of others.
• #12IC- Practicing tolerance will improve your communication
because it promotes diversity so that we will communicate in an
understanding and appropriate way.
• Being empathetic means you try to put yourself in someone else’s
shoes.