Communication Skills for Managers

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Communication Skillsfor Managers

• Management Development Program
• Presented By

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Communication Skills for Managers Outline

• I. INTRODUCTION
• A. Presenter/United Behavioral Health
• B. Topic
• II. WHAT DO MANAGERS NEED TO COMMUNICATE
• A. Information
• B. Non-verbal communication
• C. Exercise Giving Directions
• III. THE CLIMATE FOR EFFECTIVE COMMUNICATION
• A. Who creates it
• B. Communication rights and responsibilities
• IV. EMPOWERING EMPLOYEES
• A. Encouraging assertiveness
• B. Enhancing self esteem
• C. Creating opportunities
• D. Enhancing problem solving

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(No Transcript)
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Communication and the Managers Role

• What I need to communicate
• What I need to know

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Communication Rights and Responsibilities

• RIGHTS
• 1. You have the right to be treated with respect.
• 2. You have the right to have and express your
  own opinions.
• 3. You have the right to ask for what you need
  and want in order to be effective.
• 4. You have the right to set reasonable limits.

RESPONSIBILITIES 1. You have the responsibility
to treat others with respect. 2. You have the
responsibility to listen to the opinions of
others. 3. You have the responsibility to
acknowledge and address the needs of
others. 4. You have the responsibility to
respect the limits and boundaries of others.

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Communication Styles
Assertive Communication Direct, Honest,
Respectful
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Interpersonal Communication Options
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Performance Cycle
Feedback
Performance
Self-Talk
Self-Esteem
You can notice, control, and choose the messages
you give to others and influence their
performance accordingly.
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Communication Techniques for Problem Solving

• 1. To the person involved in the problem
• Relate the facts
• Give your interpretation of them
• Explain how you feel about it
• 2. Listen to their response
• How does the other person feel, see, interpret?
• 3. Questions to ask
• Is it possible to change the situation or to
  compromise?
• If the situation cannot be changed, can you or
  the other person accept it?
• 4. When a solution is agreed upon by both
  parties, either through a willingness to change
  on one persons part or through a compromise by
  both parties, put the agreement in writing so
  that both are aware of the terms of the
  agreement.
• 5. Expect improvements to happen in small
  increments. During the early stages encourage
  changes with positive feedback, avoid criticism
  for falling short.
• 6. When you know the person is capable of keeping
  their agreement and they continue to break it,
  state the consequences and most importantly,
  follow through!

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Methods of Communication
80 of working day involves communication

• Used Taught/Addressed
• Listening 45
• Least
• Speaking 30
• Reading 16
• Most
• Writing 9
• Listening
• 45 of Communication
• 25 Efficiency

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Listening Speaking

• Listening takes. . .
• concentration and energy
• curiosity and open-mindedness
• analysis and understanding
• Speaking requires. . .
• sharp focus
• logical thinking
• clear phrasing
• crisp delivery

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Harry always was a poor listener.
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Active Listening

• 1. Setting the stage
• Choose an appropriate physical environment
• Remove distractions
• Be open and accessible
• Listen with empathy
• 2. Insuring mutual understanding
• Reflect feelings
• Paraphrase main ideas
• Interrupt to clarify
• Confirm next steps
• 3. Understanding body language
• Observe position and posturing
• Make eye contact
• Consider expression and gestures
• 4. Suspending judgment
• Concentrate
• Keep an open mind
• Hear the person out

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Effective Listening

• Behaviors that support effective listening
• Maintaining relaxed body posture
• Leaning slightly forward if sitting
• Facing person squarely at eye level
• Maintaining an open posture
• Maintaining appropriate distance
• Offering simple acknowledgments
• Reflecting meaning (paraphrase)
• Reflecting emotions
• Using eye contact
• Providing non-distracting environment
• Behaviors that hinder effective listening
• Acting distracted
• Telling your own story without acknowledging
  theirs first
• No response
• Invalidating response, put downs
• Interrupting
• Criticizing
• Judging

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Exercise - Listening

• 1. Who are the people its easiest to listen to?
• 2. What is it about these people that makes it
  easier to listen to them?
• 3. Who are the people you listen to least?
• 4. What is it about them that makes it difficult
  to listen to them?

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Obstacles to Effective Communication

• Assumptions
• Fears
• Reluctance to confront
• Ridicule, rejection, fear of being wrong
• Authority relationships
• Unmanaged stress
• Corporate culture

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Payoffs to Effective Communication

• A more professional image
• Improved self-confidence
• Improved relationships
• Less stress
• Greater acceptance of yourself and others

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Communication Worksheet

• 1. Identify a communication problem you have
  experienced with an employee
• 2. Identify your contribution to the problem
• 3. Identify the steps you could take to
  effectively resolve the problem

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Writing Skills
Unlike the oral presentation of ideas, the
written presentation of ideas is governed by some
very specific rules. Each of us writes in an
individual style which we have developed over
the years. We are not trying to change that
style, but merely suggesting the guidelines
below. These suggestions will help you edit and
criticize your own (and others) written material.

• 1. Proofread aloud everything going out. By
  reading aloud, your ear will catch mistakes your
  eye misses.
• 2. Make no assumptions. The ideas you are
  presenting must be explained in full to be
  understood. PEOPLE READ ONLY WHAT IS ON THE
  PAGE.
• 3. Do not lecture. Write only what must be
  understood to make the proper decision or choice.
• 4. Rough draft all important letters and reports.
  Check them for content, sequential development
  of ideas, and conciseness.
• 5. Always put yourself in the other persons
  shoes and ask yourself, Would I want to read
  this letter or report? Why? Does it say
  something of value and real importance to me?
• 6. Many people are too busy to read carefully.
  Be sure your ideas are clear and easy to follow.
  As a general rule, the most effective manner in
  which to develop an idea is
• Concept è Benefit Example è Data
• This method leads your reader to the conclusion
  you want because the conclusion is already
  clearly stated as the concept (hypothesis). Your
  examples and data are support for the conclusion.
• 7. Define all terms and eliminate vague
  pronouns. These two traps cause more problems in
  writing than any other set of conditions.
• 8. Grammar, punctuation, and spelling should be
  perfect. Use a dictionary -- either a good
  unabridged volume or the spelling checker
  version on your computer.
• 9. Plan your time to allow for proofreading and
  correcting. When your success depends upon the
  quality of your letters and reports, there are no
  excuses for ineptitude. There is no substitute
  for EXCELLENCE!

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Training Evaluation for Communication
Skills--Mgr
Trainers Name ________________________
Date/Time ________________ Company
_____________________________ Location
_________________ Please circle your responses
and make comments or suggestions
below. Very Little Excellent Good Good V
alue Poor 1. What is your OVERALL opinion of
this course? 5 4 3 2 1 2. The course MATERIALS
were 5 4 3 2 1 3. The course ACTIVITIES
were 5 4 3 2 1 4. The instructors
PRESENTATIONof the information
was 5 4 3 2 1 5. The instructors KNOWLEDGE of
the the subject was 5 4 3 2 1 6. Would you
recommend this training to co-workers? YES NO
What did you feel was the most useful?
What did you feel was the least useful?
What other training programs would you like to
attend?
Comments, questions and concerns
Program..PPT p. 1 Rev. 05/10/00