Communication Skills

FCNS 426Strategic 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

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

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

Learning Objectives

Summarize guidelines for better business writing

Give examples of rules for better business writing

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

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

Three types of organizational communication

UpwardDownward

Lateral– Linking-pins

Definitions

Feedback– Any communication in which a person provides information

about some aspect of another’s 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

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

Four types of space

PublicSocial

PersonalIntimate

Three types of listening

InformationalEvaluativeEmpathetic

Parts of a formal presentation

IntroductionMain bodyConclusion

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

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

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

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.