Communication Skills FCNS 426 Strategic 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 Upward Downward 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 Public Social Personal Intimate

Three types of listening Informational Evaluative Empathetic

Parts of a formal presentation Introduction Main body Conclusion

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.