Transcript Chapter 7 Professional and Social Communication

Chapter 7
Professional and Social
Communication
How to responsibly
communicate with others
Learning Objectives
Understanding the importance of
assertiveness, courtesy, and tact when
dealing with people.
Use professional etiquette and protocol in
certain situations.
Know the value of appropriate dress,
language, and behavior in social and
business situations.
Learning Objectives
Realize the benefits of understanding
diversity/“difference”, particularly, when is
involves gender, ethnicity, and age.
Use effective communications to build
positive professional and social
interpersonal relationships.
What can you do
to show respect?
Look people in the eye when talking
to them.
Offer a firm handshake.
Introduce people.
Quit talking when the person in
charge is ready to begin.
Considering Your Tone
Aggressive tone
– My way or the highway
– Wants to win at all costs
Nonassertive tone
– Doesn’t talk much
– Backs down
– Hard to read
Assertive tone
– Direct, but tactful
– Considers location, timing, intensity, relationships
– Solves problems
People Skills
An ability to work well with others because
1)
2)
3)
4)
you take the time to make them feel at
ease by knowing and apply polite
communication procedures such as
making introductions,
participating in conversations,
offering and receiving criticism
giving directions.
Introductions
–Address people by name.
–State what you are doing.
–Introduce others.
–Make connections.
–Make people feel included.
What are Conversation
Blockers?
Talking too much
Talking too little
Interrupting
Criticism
Constructive
I’d like for you to…pay greater attention
to detail.
…be on time more
often.
…show more initiative.
Destructive
– You are so
careless and
sloppy!
– You are always
late.
– You’re lazy.
How to receive criticism
Maintain composure
Listen – until they finish
Listen – don’t interrupt
Listen – what did they really say
Ask questions – after they finish
Thank the person for their thoughts
and observations
ABCs of Directions
Always
Be
Clear
Complete
Concise
Considerate
Language and Dress
What are different social settings people
experience and how should they dress for
them?
Do different setting require different types
of speech?
Types of Language
Informal Language
– For friends
– Includes slang and
insider terms
Technical Language
– Used on the job
– Uses abbreviations
and terms
Standard Language
– Commonly accepted
– Used in school and on
the job
– Uses proper grammar
and sentence
structure
Dress
Adapt to the occasion.
– Be as dressed as those around you.
Respect your employer expectations.
Maintain professionalism.
Be neat and well groomed.
Respect Difference
Age
Gender
Ethnicity
Why?
Women spend 85% of consumer $
Older Americans spend more than $600
billion each year
32 million people in the U.S. speak a
language other than English
People spend 70% of their time interacting
with others
How to Promote Diversity
Be open-minded
Be tolerant
Be empathetic
New Speech Terms
Social communication
Professional
communication
Protocol
Chain-of-command
Courtesy
Tact
Tone
Aggressive tone
Nonassertive tone
Assertive tone
People Skills
Dialogue
Informal language
Standard language
Technical language