Overview - Hadley Institute for the Blind and Visually … · Web viewLesson 6 introduces advanced communication skills, which can lead to higher levels of responsibility within an

Overview

People with effective communication skills have a real advantage in the workplace. No matter what you do, communication plays an important role. Good communicators can exchange ideas and information effectively through writing, listening, and speaking. This course focuses on speaking, listening, and nonverbal communication. It provides you with the information and practice you need to communicate successfully in a business setting.

After completing this course, you will have the necessary tools to communicate successfully in a variety of professional situations. The course is divided into six lessons and an Appendix. Lesson 1 explains the ORATOR principles of effective communication and demonstrates their usefulness. Lesson 2 identifies the basic skills necessary for successful communication. Lesson 3 discusses group dynamics and diversity in the workplace. Lesson 4 discusses how to communicate effectively

Overview i

in team situations. Lesson 5 describes ways to communicate when you experience workplace conflict. Lesson 6 introduces advanced communication skills, which can lead to higher levels of responsibility within an organization. The Appendix, which is a separate component, provides a copy of the ORATOR principles, which you will need throughout the course and to complete assignments.

The lessons include section reviews and practice exercises. The section review questions and practice exercises are for your personal development only. Do not send your responses to your Hadley instructor. Rather, check your comprehension by comparing your answers with those provided. The practice exercises focus on real-life professional situations, allowing you to practice the communication skills presented in the lesson. The more you practice the skills and techniques orally, the more you will benefit from the lesson material.

ii Business Communications

As you progress through the course, remember the following steps for turning information into actions:1. Master the lesson content. Know the

information well enough that you could explain it to other people.

2. Master the skills. Practice using the skills in ways consistent with the lesson content, through role-play and in low-risk settings such as with friends and family.

3. Support your commitment. To change your manner of communication, you have to really want the change. Celebrate small improvements, as change is difficult and slow. Increase your chances of success by telling others about what you are doing and explaining your goals to your supervisor.

To complete the course, you are required to submit six assignments, one at the end of each lesson. Review each question carefully. When a question has several parts, answer each part as presented. Refer to your instructor's Welcome Letter for information about submitting assignments. Assignment 6 requires you to submit an oral

Overview iii

response in addition to your other answers. Find related information for completing the oral portion of Assignment 6 in the accompanying document "Preparing Oral Assignments."

If you are ready to learn how to communicate effectively within business situations, begin Lesson 1: Effective Communication.

iv Business Communications

Lesson 1: Effective Communication

This lesson presents very simple techniques for communicating more effectively. Recognizing and applying these techniques often separates excellent communicators from average communicators. The lesson first discusses the six ORATOR principles of effective communication. Then it describes the components of effective work relationships and includes suggestions for applying the lesson's information. The ability to apply the principles of effective communication will enable you to communicate successfully in a variety of professional situations.

ObjectivesAfter completing this lesson, you will be able toa. explain the principles of effective

communicationb. describe the components of effective work

relationships

Lesson 1: Effective Communication 1

c. apply ORATOR to your business communications

Principles of Effective Communication

Six principles of effective communication form the acronym ORATOR. This acronym is appropriate because orators are known for their speaking skills. You will use these principles frequently throughout this course. Moreover, you will learn how to incorporate the principles in your communications.

ORATOR stands for O wnership R espect A lliance T ruthfulness O pen-mindedness R esponsibility

2 Business Communications

Think about your own experiences while you read each principle's description. Reflect on the relationship between the principles and your own positive and negative communications.

OwnershipThe principle of ownership is significant because people communicate more effectively when they "own," or share, a common goal. Other terms that indicate ownership are win-win and mutual interest. When colleagues own a common goal, it


gives them a concrete reason to work together and communicate effectively. One reason employees often work in teams is it supports ownership: one person's success depends upon the success of others.

Although mutual interest is a strong motivator, you can actively encourage a win-win attitude with certain techniques. To ask others for help is one way to promote mutual interest. Even better is to ask others how you can help them. Doing so encourages teamwork. Examples of questions that support ownership include1. How can we work together so you can do your

job more effectively?2. What are we trying to accomplish?3. How will we reach our goal?4. What obstacles do we have to overcome to

accomplish our goal?5. What resources do we need to accomplish our

goal? Do we have the resources? If not, how will we get them?

6. How will we measure whether our goal has been reached?


Also, you can encourage ownership by using indicators that support a common goal. The most effective indicators address both professional and personal goals. For example, professional indicators are mission statements, written descriptions of the goal, lists of deliverables (i.e., outcomes or products), due dates, and quality standards. Personal indicators of a common goal focus on the benefits that everyone with a mutual, or shared, interest receives upon achieving that goal. Personal indicators include salary increases, bonuses, recognition, and advancement.

RespectThe principle of respect is significant because people communicate more effectively when they feel respected by others. When a person is respected, it means others hold a high opinion of that person and value that person as an individual. People are more cooperative when they feel their ideas and feelings are considered equal to those of others.


You have probably heard the saying, "Do unto others as you would wish them to do unto you." Treating other people the way you yourself like to be treated is an essential part of respect. Furthermore, respect promotes a sense of trust between individuals. It creates a climate where learning from mistakes is acceptable.

Certain techniques encourage respect. Maintaining or enhancing the self-esteem of others is one technique. You can do this by being positive when you communicate. For example, the expressions "Please," "Thank you," "I appreciate," and "I was really impressed," all contribute to self-esteem because they indicate that you value the other individual.

You maintain a coworker's self-esteem when you give constructive feedback. This is NOT the same as constructive criticism. Constructive feedback uses the word and instead of the word but. For example, if you say, "Lee, you did a good job on the project, BUT you could do a better job if you checked your facts," the word but negates the


praise. If you say, "Lee, you did a good job on the project, AND if you check your facts carefully next time the project will be even better," you are giving helpful feedback to rather than criticizing the other person.

You enhance people's self-esteem when you acknowledge their good ideas, recognize their accomplishments, and show confidence in their abilities. Notice how the following statements demonstrate respect and ways to enhance self-esteem: "Asking several key people for their input really

helped you develop a solid plan. Everyone was impressed."

"Your knowledge and experience will be very valuable in the development of this plan."

"We almost got off track on two unrelated problems during that meeting. When you suggested that the problems be covered at a separate meeting, it helped everyone refocus."


AllianceThe principle of alliance is significant because people communicate more effectively when they are involved with their organization's decisions. Other terms that indicate alliance are consensus and collaboration. Examine the following definitions of these three terms. Alliance is "an association to further the

common interests of the members." Consensus is "the judgment arrived at by most

of those concerned." Collaboration is "to work in cooperation with

others."

These definitions describe the overall principle of alliance in business communications.

In any collaborative situation, where people work in cooperation with others, understanding the points of view of others is important. Sometimes people struggle with understanding another person's point of view because they do not share that point of view. Remember that understanding something is not the same as agreeing with it.


A good strategy to use when working toward consensus is to first look for points of agreement. Acknowledge those points, and then add elements that may have been left out of the discussion. If significant differences remain, try comparing the different viewpoints and look for other areas of mutual purpose rather than suggesting that other people are wrong. The section on open-mindedness further discusses ways to understand the points of view of others.

Not including people in relevant business decisions is the opposite of alliance, and it often has a negative impact on employees and organizations. For example, when decisions are forced on people, they can react by criticizing and resisting the decision. To quote the seventeenth-century English poet Samuel Butler, "A man convinced against his will is of his own opinion still." Therefore, alliance is essential to effective business communications.

Some examples of communication that expresses alliance include "We are all in this together."


"As a team, let's all work together to solve the problem."

TruthfulnessThe principle of truthfulness is significant because people communicate more effectively when they are honest with each other. Truthfulness helps people concentrate on the real issues.

Focusing on the facts, recognizing feelings, and sharing one's thoughts involve the principle of truthfulness in business communications. Many people believe that if a person communicates an opinion rather than a fact, it should not be considered as "truth." However, most work-related communications deal with both facts and opinions. Recognizing feelings is important because when people feel vulnerable, their ability to successfully communicate disappears. Sharing thoughts or opinions suggests revealing prior knowledge, reactions, opinions, and observations. Sharing opinions does not violate truthfulness when one recognizes an opinion and labels it as such.


Confidentiality is sometimes misunderstood when people consider truthfulness in business communications. Many times information is confidential and cannot be shared. Nonetheless, it is possible to be truthful and maintain confidentiality. One option is simply to say nothing in connection with the confidential subject matter, so it is not even a topic for conversation. On the other hand, if business reasons make it necessary that you refer to the confidential subject matter, you can handle this truthfully as well. Simply discuss all essential information, and add "I cannot say anything else, due to confidentiality." This method is completely truthful, ensures that work continues to get done appropriately, and does not violate confidentiality.

Do not, however, confuse truthfulness with saying whatever you think. These are not the same thing. To determine if truthfulness is being used appropriately, evaluate whether the truthful communication will make others feel safe or defensive. Truthfulness that expresses safety enhances communication, while truthfulness that


makes others defensive prevents effective communication. In this context, safety means feeling secure from the threat of risk or harm. For example, what if someone begins with "I value honesty, so I'm going to tell you what I think ..."? The listener's initial reaction most likely will be, "Oh no, I am about to hear something that will hurt me. I do not want to listen." Truthfulness does not stand for this type of communication. On the other hand, if someone begins with "I believe that we could both do our jobs more effectively if ...," the listener is less likely to immediately feel defensive. This type of communication is an example of truthfulness that expresses safety.

Open-mindednessThe principle of open-mindedness is significant because communication is more effective when participants are open to others' ideas and opinions. Although keeping an open mind is sometimes difficult, it is possible by applying the following techniques:


Enter a conversation without any preconceived ideas or hidden agenda.

Listen to everyone who has a stake, or share, in the issue.

Understand all opinions. If you feel you do not understand, ask questions for clarification.

Weigh everyone's opinions, and be tolerant of people going off on tangents. Avoid dismissing anyone's opinions before fully considering them.

Paraphrase all the ideas; that is, restate them in your own words. Then ask, "Am I understanding what you said?"

In summary, to be open to all ideas and opinions, do not dismiss the ideas until you fully understand them yourself.

On a final note, if you manage other people, you may already know that changing people is not a manager's job. Instead, building on employees' strengths maximizes the organization's overall performance. Employees have a much easier time


being open-minded when managers adopt this attitude.

Some examples of communication that express open-mindedness include "Those are my thoughts, what do you think?" "What are your ideas for resolving the

problem?"

ResponsibilityThe principle of responsibility is significant because people communicate more effectively when all participants actually do what they say they will do. Responsibility means people hold themselves accountable for their actions, tasks, and assignments; they accept their roles and duties. Twentieth-century Indian leader Mahatma Ghandi's statement "You must be the change you wish to see in the world" describes this principle in a powerful way.

You may have experienced times when people failed to take responsibility for their actions and blamed everything and everyone else for the


failure. How did that make you feel? What if one person's failure had an impact on your success? How would it make you feel? Unfortunately, this is a common occurrence. The result is negative feelings, which hurt effective communication.

You can accept responsibility and accountability for yourself. However, what can you do to help others do the same? You can provide support without removing the responsibility of others. For example, you could say, "How can I help you make progress with your project?" This question helps coworkers recognize the difference between empowering and enabling. When you empower people, or encourage personal responsibility, you give them the information and skills they need to successfully do their jobs. When you enable people, you take away their personal responsibility. That is, you do the task for them, but by doing so you prevent them from getting the information or skills they need to successfully do their job. Accepting personal responsibility and accountability is a skill, which means it can be learned.


Think of how the following statements communicate responsibility: "Did I communicate my expectations clearly?" "This is the approach I'll take to finish my

project."

Section ReviewReview the information in this section by indicating whether the following statements are true or false. An answer follows each statement.1. Asking for help encourages ownership.

True. One way to promote ownership is to ask for help. Even better is to ask others how you can help them.

2. When a person is respected, it means others hold a high opinion of that person and value the person as an individual.

True. When a person is respected, it means others hold a high opinion of that person and value the person as an individual. People are more cooperative when they feel their ideas


and feelings considered equal to those of others.

3. The principle of alliance is present in a business decision when people do not participate in the decision-making process.

False. The principle of alliance is present in a business decision when people do participate in decision making.

4. Truthfulness means saying whatever you think.

False. Truthfulness does not mean saying whatever you think. Truthfulness that expresses safety enhances communication, while truthfulness that makes others defensive prevents effective communication.

5. Open-mindedness requires that you fully understand the ideas and opinions of others.

True. Communication is more effective when participants are open to others' ideas and opinions.


6. People who do not accept responsibility and accountability for their own actions will never be able to do so.

False. Accepting personal responsibility and accountability is a skill, which means it can be learned.

This section introduced six principles of effective communication, which were described using the acronym ORATOR. So when communicating in a business setting, ask yourself these questions: Ownership: Does what I am saying to this

person help us achieve our common goals? Respect: Do my statements and tone of voice

consider the other person's feelings and self-esteem?

Alliance: Am I trying to collaborate and really work together with this person?

Truthfulness: Am I telling the truth? Have I expressed facts, or are these my opinions?

Open-mindedness: Did I give the other person a chance to talk? Did I listen? Am I open to that person's ideas?


Responsibility: Did someone else take responsibility because of what I said, or did I accept responsibility for my role?

If your statements truly reflect these questions, you have the basis for a positive work relationship with another person. You reveal yourself as someone whom others can trust and count on to meet their personal and professional needs.

Work RelationshipsThis section discusses work relationships. It identifies the components of successful work relationships and provides methods to build such relationships through effective communication.


What makes a business relationship work? Whatever the situation, relationships are most successful when these components are present: building a sense of trust supporting the ability to talk openly meeting both professional and personal needs

TrustA trusting relationship is not automatic. This is especially true in a business setting where people cannot choose their coworkers, and where a lot of


fear, ego, and competition often are present. How does a person build trust within the typical organizational structure?

Trust can be built in many ways. As you read the following methods for building trust, think about how similar they are to the ORATOR principles of effective communication. Communicate frequently, directly, and

honestly. Treat all employees consistently, whatever

their official status. Listen carefully to others, and respond with

empathy, which is sensitivity to another's situation.

Ask for help when needed. Encourage everyone's involvement whenever

possible. Share your thoughts and feelings. Provide support to others without removing

their responsibility for the process. If you supervise others, tell them what they do

right as well as what needs improvement.


Many people wonder how they can develop trust with coworkers whom they cannot choose and may not even like. The existence of trust between individuals, however, does not depend on their liking each other. Review the methods for building trust; none rely on liking the other person. What these methods do rely on is understanding and respecting others as unique and valuable individuals.

OpennessThe second component of developing effective work relationships, openness, depends upon the first, trust. Why? Strong work relationships depend on the ability to talk openly about important and sometimes emotional work-related topics. These topics may include a variety of opinions, strong emotions, and tough issues. Examples include stating your opinion in a meeting or to your supervisor, disagreeing with coworkers, making suggestions for different ways of getting work done, and starting conversations about poor hygiene, dishonesty, and gossip. Most people find


it uncomfortable discussing these things even under the best of circumstances. If you do not trust the person with whom you are communicating, it will be difficult, if not impossible, to speak openly about many important work-related topics.

NeedsAnother relationship-building component is based upon human needs. When people communicate, they seek to meet two needs. These include professional needs, or the need to reach a desired outcome within the business setting, and personal needs, or the need to be understood and involved. Often business communications focus entirely on professional needs. Addressing both types of needs, however, leads to more successful outcomes.

You can meet people's personal needs by using the following techniques in your business communications: Enhance others' self-esteem. Listen carefully to others. Respond with empathy.


Ask for help when needed. Encourage everyone's involvement whenever

possible. Share your thoughts and feelings. Provide support to others without removing

their responsibility for the process.

Do these techniques look familiar? Yes, they are similar to techniques that contribute to a trusting relationship. Do you think these techniques also contribute to the ability to talk openly with people? You are right again, because if you do not trust someone, you will not feel comfortable speaking openly. What else do these techniques remind you of? Yes, they remind you of the ORATOR principles of effective communication.

ScenarioRead the following scenario and responses. One response is an example of poor communication, while the other response is an example of good communication skills.


Katie works on a production line making clocks. Her job involves removing parts from a bin, which she uses to assemble the clocks. The bin is so shallow that she has trouble keeping the parts from spilling out of the bin. Katie believes she can improve the process by simply changing the design of the bins, so she brings the idea to her supervisor, Nate. He listens to what Katie has to say, and then he responds to her idea for improvement.

Response 1"I'm glad you came to me about this, Katie, because I always encourage my workers to bring me new ideas. That way I can keep you from getting in trouble with upper management. You probably don't know this, but a couple of years ago an employee made a similar suggestion. As a result, the employee caused a lot of conflict. You don't want the reputation of being an unhappy person who can't fit in."

Response 2


"Thank you for bringing this suggestion to me, Katie. You probably don't know this, but a couple of years ago an employee made a similar suggestion. Although upper management was not willing to redesign the bins at that time, I think the idea has merit. Why don't you draft your recommendations into a proposal? Then we can present it to management as a potential cost-savings option. I will set a time for us to take your idea to management. What do you think?"

Did you notice how in the first response Nate displays a lack of trust, closed-mindedness, and an unwillingness to consider Katie's needs? In the second response, the opposite is true. Nate trusts Katie's experience on the production line, he is open to exploring her ideas, and he cares about what she needs to make her job better. If Nate were your supervisor, which response would you prefer? Do you think you could have a good working relationship with someone who gave the first response? How about with someone who gave the second response?


Section ReviewReview the information in this section by indicating whether the following statements are true or false. An answer follows each statement.1. Effective work relationships rely on only two

components.

False. Effective work relationships rely on three components: building a sense of trust, supporting the ability to talk openly, and meeting both professional and personal needs.

2. You have to like people to trust them.

False. Liking a person is an added bonus but not a requirement for trust. Trust is dependent on understanding and respecting others as unique and valuable individuals.

3. The ability to talk openly with colleagues means a person can say anything as long as it is honest.

False. It is important not to confuse talking openly with being offensive.


4. When people communicate effectively, they seek to meet two types of needs.

True. When people communicate, they seek to meet two needs. These include professional needs, or the need to reach a desired outcome within a business setting, and personal needs, or the need to be understood and involved.

5. Nate's second response in the scenario is an example of the three areas necessary for building effective work relationships: trust, openness and needs.

True. Nate trusts Katie's experience on the production line, he's open to exploring her idea, and he cares about what she needs to make her job better.

This section discussed the three components of effective work relationships. Effective work relationships are essential because whatever your professional responsibilities are, no one works in a vacuum.


Applying the ORATOR PrinciplesThe purpose of this course is for you to improve your business communication skills. Using the ORATOR principles in real-life situations is the best way to do this.


This section presents an example of how to apply ORATOR to business situations. Read the following scenario.

Edith, a woman with a visual impairment, works for an organization that provides a phone in the break room for employees' personal use. For safety reasons, one rule states that the phone must remain on the shelf near the plug.


One day when Edith goes to the break room for a snack, one of her coworkers, Simon, is on the phone talking to his wife. Edith thinks nothing of this and goes to a table to sit down and relax, unaware that Simon has taken the phone from the shelf. She trips over the phone cord, which is in her path, disconnecting Simon from his wife and pulling the phone out from the jack.

Although Simon is at fault for moving the phone, he is furious that Edith disconnected his phone call. Ever since this incident, Simon has refused to speak to Edith. He refuses to even say hello to her when she greets him.

Using the ORATOR principles of effective communication, how might Edith respond to Simon? Although it is difficult, Edith should address the situation with Simon in a direct, honest manner so they can continue to work together effectively. Edith could successfully resolve the situation in


many different ways, so there is no single right answer. However, she might begin the conversation by saying,

I'm not sure you intended this. Nonetheless, I feel as though you're angry with me, because you seem to avoid speaking to me. I'd like for us to talk about this so we can put the situation behind us. How can we work it out? Our goal is a safe workplace for everybody. Perhaps we could compromise by placing a chair next to the phone. That way you have a place to sit when you're on the phone and the phone cord won't present a tripping hazard.

Review the ORATOR principles of effective communication, which follow, before applying them to Edith's response. As you will use these principles frequently throughout the course, the separate Appendix also provides the ORATOR principles for your convenience.


ORATOR Principles of Effective CommunicationPrinciple: Ownership

Ask yourself: Am I helping establish a common goal? Examples "We all agree on a common goal." "Our goal is to get this done."

Principle: Respect

Ask yourself: Have I maintained or enhanced people's self-esteem? Examples "We're a team with common interests, so let's

treat each other kindly." "I appreciate your input on this report."

Principle: Alliance

Ask yourself: Am I treating other people as equal partners? Examples


"We're going to collaborate to identify an approach we all agree on."

"We are all in this together."

Principle: Truthfulness

Ask yourself: Do my words accurately reflect my opinions and feelings?Examples "Since we're working together, let's be open

with each other." "In my opinion, this isn't the best approach,

because the deadline is tomorrow."

Principle: Open-mindedness

Ask yourself: Can I change my position when other people make good points? Examples "I might be wrong; let's examine the facts." "We should hear everyone's point of view

before making any decisions."

Principle: Responsibility


Ask yourself: Am I willing to hold myself accountable for what I say and do? Examples "Did I communicate my expectations clearly?" "This is the approach I'll take to finish my

project."

Now apply the ORATOR principles to determine if Edith's response to Simon is consistent with ORATOR.1. Ownership: Is Edith helping establish ownership

of a common goal? Yes, as she says, "Our goal is a safe workplace for everybody."

2. Respect: Has Edith showed respect by maintaining or enhancing Simon's self-esteem? Yes, as she says, "I'm not sure you intended this."

3. Alliance: Do Edith's words show alliance, treating Simon as an equal partner? Yes, as she asks, "How can we work it out?"

4. Truthfulness: Do Edith's words show truthfulness, accurately reflecting her opinions and feelings? Yes, as she says, "Nonetheless, I


feel as though you're angry with me since you seem to avoid speaking to me."

5. Open-mindedness: Is Edith open-minded? Can she change her position if Simon makes good points? Yes, as she says, "I'd like for us to talk about this so we can put the situation behind us."

6. Responsibility: Is Edith showing responsibility and a willingness to hold herself accountable for what she says and does? Yes, as she says, "Perhaps we could compromise by placing a chair next to the phone. That way you have a place to sit when you're on the phone and the phone cord won't present a tripping hazard."

Edith's use of the ORATOR principles of effective communication should lead to a much-needed discussion between Simon and Edith. The ideal end result is they both benefit from a more effective work relationship.

Practice Exercise Review the information in this section by using the ORATOR principles in a practice exercise. The


exercises and responses are presented in a written format. However, the more you apply these skills and techniques orally, the more you will benefit from this course. Practice them through role-play, and use the methods in low-risk settings such as with family and friends.

Think back to a situation where you did not communicate well. Reflect on why you believe the communication did not go as you wished and how you might have used the ORATOR principles of effective communication to improve the exchange. Then have someone role-play the improved communication with you. Continue to practice the role-play until you feel comfortable using the new techniques.

Feedback

Everyone's situation is different, but your role-play may have helped you apply all the ORATOR principles. Use the ORATOR principles until you have them memorized. If you are not entirely comfortable using the acronym yet, do not worry. You will have many more opportunities to practice.


This section introduced steps for applying the ORATOR principles of effective communication to your professional communications.

SummaryThis lesson introduced the acronym ORATOR, which stands for ownership, respect, alliance, truthfulness, open-mindedness, and responsibility. The lesson also discussed the components of effective work relationships. From this lesson forward, ORATOR will be used in the practice and application of the presented information. As you progress through the course, keep in mind that everyone can communicate well and establish effective business relationships.


Assignment 1

For general instructions on completing assignments, refer to the Welcome Letter. Then start this assignment by giving your full name, address, and phone number. Also list the name of this course, Assignment 1, your instructor's name, and the date. Be sure to include the question number along with each answer. This assignment is worth 100 points.

Part 1: Multiple ChoiceSelect the best item to answer each of the following questions. (4 points each, 40 points total)1. Which behavior gives people a feeling of

ownership?a. telling people what you thinkb. focusing only on the benefits for youc. asking for help d. doing what you say you will do

Assignment 1 39

2. Which technique encourages respect?a. Maintain or enhance others' self-esteem.b. Create a climate in which mistakes are

penalized.c. Give constructive criticism.d. all of the above

3. Why do people sometimes struggle with understanding another person's point of view? a. Understanding something is the same as

agreeing with it.b. They do not share that point of view.c. It is impossible to find a common purpose. d. They cannot add anything new to the

discussion.

4. What does the term safety mean when referring to the principle of truthfulness? a. protection from an accidentb. feeling secure from the threat of risk or

harmc. a defensive position on a football teamd. none of the above


5. Which technique encourages open-mindedness? a. Speak more than you listen.b. Have a hidden agenda.c. Ask questions if you do not understand.d. Do not allow people to go off on tangents.

6. Which principle does Mahatma Ghandi's statement "You must be the change you wish to see in the world" apply to?a. allianceb. truthfulnessc. open-mindednessd. responsibility

7. What are the components of an effective work relationship?a. building a sense of trustb. supporting the ability to talk openlyc. meeting both professional and personal

needsd. all of the above


8. Which method contributes to an effective work relationship?a. Think about what you want to say while

others are talking.b. Listen carefully to others, and respond with

empathy.c. Offer to do others' work for them.d. all of the above

9. What needs should business communications focus on?

a. personal needsb. professional needsc. personal and professional needsd. none of the above

10. What do the ORATOR principles help you do?a. check off each item when you are

communicatingb. read them to others while you are

communicatingc. apply the principles of effective business

communicationd. all of the above


Part 2: Either/OrRead the following pairs of sentences. Each pair represents one of the ORATOR principles. One sentence is an example of good communication, while the other is an example of poor communication. Select the sentence that is an example of good communication. (24 points total)11. a. What are we working toward

accomplishing?b. I expect to see the project completed by

next week.

12. a. I appreciate you getting the report to me on time.b. What were you thinking when you gave me

this report?

13. a. You have a lot to overcome.b. What do we have to overcome?

14. a. I have to be brutally honest.b. I believe there is a better way to do things.


15. a. You said all of the feedback was positive.b. Let me try to understand what you said by

putting it in my own words.

16. a. What approach will you take to finish that task?

b. I want you to complete the first of the five tasks for this project.

Part 3: Short Answer Read the following scenario. Then respond to the questions with complete answers. (36 points total)Scenario

A production-line employee, Melissa, has been with the Hometown Bread Company for more than fifteen years, which is longer than 95 percent of the other employees. The company is located in a major metropolitan city and manufactures bread and bakery products, which are distributed to retail stores internationally.

Melissa is an excellent employee who possesses an incredible amount of


knowledge about the company. Nevertheless, Melissa lacks good communication skills. If someone makes a suggestion to her, she responds by attacking the suggestion because she "knows more than anyone else here." No one wants to work on a team with Melissa, as she is only willing to do things her way. She believes that everyone else must do things her way, too. And when people disagree with her, she talks unkindly about them when they are not present. You are especially concerned about Melissa's behavior because you must work on a team with her to address productivity problems.

17. Using the ORATOR principles of effective communication, what might you say to Melissa to establish a good working relationship with her from the beginning? Follow these steps to answer the question.a. Indicate which of the following two roles

you will play in your answer: (2 points)


Melissa's manager Melissa's coworker

b. Using the ORATOR principles, write a scenario describing how you would communicate with Melissa about the project and your expectations. What would you say to Melissa to have a good working relationship with her? Your scenario should be between 50 and 150 words. (14 points) Remember to stay in character throughout your scenario. (2 points)

18. Apply the ORATOR principles to determine if your statement to Melissa in the scenario you described in Question 17 is consistent with ORATOR. This part of your response should be between 100 and 200 words. (18 points)

Once you have completed this assignment, send it to your instructor. Then begin Lesson 2: Basic Communication Skills.


Documents

Overview - Hadley Institute for the Blind and Visually … · Web viewLesson 6 introduces advanced communication skills, which can lead to higher levels of responsibility within an