CHAPTER 14ESSENTIAL BUSINESS COMMUNICATION

SKILLS

Thursday, June 16, 2011

Management and Information Processing

(cont.)

Odgers, Administrative Office Management with Workbook, 13th edition, Cengage Learning, 2008.

Objectives:

List some basic tips when communicating in the workplace.

Describe the four steps when reading for comprehension.

Identify activities writers should do at each of the five steps in the writing process.

Explain the seven steps followed by presenters when preparing to give a formal presentation.

Distinguish between effective listening skills and active listening.

State some concerns businesses face relative to cell phone usage by employees.

Basics of Workplace Communication

Tips Learn when to talk and when to write Use—don’t abuse—electronic message Be informal in your responses

. . . You must thoroughly understand the information you are communicating. An effective approach is to:

Be straightforward and truthful Use simple, concise language and key sentences as short

as possible Prioritize information Organize information

Effective Reading Skills

When you read, get a general understanding of the framework by following these 4 basic steps: Previewing Questioning Reviewing Mapping

Effective Writing Techniques

Effective writing is an essential career tool.Writing skills are becoming increasingly

important in the workplace. Reasons for the increase include: E-mail Downsizing

The Writing Process Step one: Prewriting

. . . Writers should develop a plan for composing their document

Create a rough-draft Answer 4 basic questions:

Who am I writing to? What is my purpose for writing? What action do I want my reader to take? What is in it for the reader?

Step two: Brainstorming Record as many ideas as possible without sorting or

evaluating them Jot lists of words Use mapping

Step three: Writing and Organizing . . . Select the pattern that best serves the document’s

purpose Keep reader’s preference in mind

Step four: Revising for Style Revisit what you’ve written to search for words to cut Verbiage acts like static on the radio; it just adds

distracting noise to the message. Choose the simplest words possible

Ex. Why say “assist with recuperative maintenance” when “help clean up” will do?

Step five: Proofreading Check the fine details by proofing for spelling,

punctuation, and grammar. Tip:

• If possible, let document sit for a day, or at least one hour, then re-read it.

Business Correspondence, Reports, and Forms Types of business correspondence include:

Letters Memos Reports Minutes Proposal Itinerary

Effective Speaking and Presentation Skills

Speaking Techniques When you speak,

Give clear examples Use appropriate language Repeat information Ask questions, and Use your voice effectively.

Effective Speaking and Presentation Skills (cont.)

Your Voice . . . has a vital role in confirming another person’s first

impression of you. has a physiological effect on your listener is a barometer of your physical and emotional state.

The voice is divided into two components: Verbal and vocal

Verbal is “what you say” Vocal is “how we say it”

Effective Speaking and Presentation Skills (cont.)

The objective of communication is to make your message understood and remembered.

8 step process to deliver a professional presentation: Step 1: the Plan – formulate a precise objective.

Effective Speaking and Presentation Skills (cont.)

Step 2: Structure – format Sequential Argument

Series of linked statements ultimately leading to a logical conclusion Hierarchical Method

Main topic is broken down into subtopics and each subtopic into smaller topics until eventually everything is broken down into very small basic units.

The Sandwich Approach Beginning-middle-end format in which the main part of presentation is

contained in the middle. Question-Oriented

Introduce the problem and any relevant background, and then outline the various solutions to that problem, listing the advantages and disadvantages of each.

Pyramid Style First part of talk introduces the presentation in its entirety; the next

few parts repeat the same information.

Effective Speaking and Presentation Skills (cont.)

Step 3: The Beginning Get their attention Present a structure Establish a rapport

Step 4: The Ending Step 5: Visual Aids Step 6: The Delivery

Whatever you say and whatever you show, it is you, who will remain the focus of the audience’s attention.

When delivering a presentation, pay attention to your: Eyes – during presentation, establish eye contact Voice – vocal intonation Expression – facial expression Appearance – “dress for the audience, not yourself” Stance and Posture - appear professional, yet comfortable with

yourself.

Effective Speaking and Presentation Skills (cont.)

Steps 7: Techniques in Presenting Every speaker has a set of “tricks of the trade”

Memorable stories• Support key points with vivid, relevant stories

Pauses• Good music and good communication contain changes of

pace, pauses, and full rests Using Technology

• Make technology a support to your message, not a crutch Prepare Handouts for your Audience

• It gives them something to take away, and it might be a memory prompt.

• Carefully choose an appropriate to give hand-outs, you don’t want everyone reading during your presentation.

Effective Speaking and Presentation Skills (cont.)

Step 8: Conclusion Evaluate performance

Listening and Helping Skills in Business

Effective Listening Skills Listening is hard work; it is active, not passive. To listen well, you have to mentally prepare yourself and

get ready to listen Roadblocks to Effective Listening

We think we know what is being discussed already We are looking, but not listening We are busy listeners; we try to do too many other things while

we listen We miss the big ideas, we are listening to words, not ideas Our emotions make us deaf when someone offers opposing

thoughts on matters EFFECTIVE LISTENING ENCOURAGES THE OTHER

PERSON TO TALK.

Listening and Helping Skills in Business (cont.)

Active Listening A restatement of the sender’s total communication

(thoughts and feelings) that help the sender to understand both the thoughts and feelings of his or her communication as the listener views them.

How do you listen actively? By feeding back the underlying feelings you hear as well

as the content

Listening and Helping Skills in Business (cont.)

Effective Helping Skills When you perceive cues that the other person is experiencing a

communication problem, (being upset and needing someone to listen) and you choose to be a helping agent, there are a number of communication skills that you can use: Silence

Listening passively with accompanying nonverbal gestures (eye contact, posture, nodding your head, etc.)

Noncommittal acknowledgment Brief expressions that encourage the person to continue talking, i.e.

“Oh, I see,” and “Mm-hmm.” Door openers

Gently invite the speaker to expand, explain, or continue, i.e. “Tell me about it,” and “Would you like to talk about it?”

Content paraphrasing Putting the factual portion of the message into your own words and

sending it back to check your accuracy.

Communicating Effectively on the Telephone

Telephone Techniques Talk directly into the mouthpiece Speak at a normal volume Enunciate clearly Tell the other person what you are doing if you have to

leave the line Handle the receiver gently

Communicating Effectively on the Telephone (cont.)

Cell Phone Usage A work/life tool Cell Phone Hazards

DWP - driving while phone Creates distractions

Visual Biomechanical cognitive

Communicating Effectively on the Telephone (cont.)

Guidelines for cell phone use for drivers: If safe, consider pulling over and stopping Invest in hands-free models Have a passenger send or receive calls Keep calls short, less than one or two minutes Familiarize yourself with the features on your phone Limit additional distractions while using the phone, such

as drinking, eating, changing CD, etc.

Communicating Effectively on the Telephone (cont.)

Other Business Liabilities Technology has created a 24-hour workplace, but

there are hazards in creating a 24-hour employee is not a member of management (overtime vs. off-duty).. To minimize liability, companies need clear written

guidelines and regular employee meetings about unauthorized overtime.