Communication Skills

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Communication Skills

• FCNS 426
• Strategic Management
• Joan E. Quinn, M.Ed., RD

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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

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

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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

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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

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Three types of organizational communication

• Upward
• Downward
• Lateral
• Linking-pins

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Definitions

• Feedback
• Any communication in which a person provides
  information about some aspect of anothers
  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

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Barriers to Effective Communication

• Misinterpretation
• Evaluation of sender
• Projection
• Stereotyping
• Arrogance and superiority
• Defensiveness

• Inarticulateness
• Hidden agendas
• Status
• Environment
• Emotions
• Differences in backgrounds
• Poor timing
• Personality conflicts

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Four types of space

• Public
• Social
• Personal
• Intimate

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Three types of listening

• Informational
• Evaluative
• Empathetic

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Parts of a formal presentation

• Introduction
• Main body
• Conclusion

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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.