1. Chapter 12 Communications Skills

2. I. Methods of Communication A. sharing of ideas, feelings, or information B. a message is sent C. a message is received D. 2 people, or millions

3. Ways to Send Messages speaking writing drawing touching singing using body language sending signals using sign language

4. Ways to Receive Messages listening reading seeing feeling

5. Channels of Communication conversations meetings speeches lectures newspapers magazines books letters memos photographs art music telephones

6. A. Listen is paying attention B. Hearing is NOT paying attention C. Be a full-time listener 1. won ’ t miss part of what was said D. Good listening skills 1. pay close attention 2. don ’ t let outside noise distract you 3. keep an open mind 4. don ’ t try to listen and talk at the same time 5. don ’ t try to memorize all the details 6. only write down important notes 7. ask questions II. Listening

7. E. Poor listeners 1. daydreamers 2. emotional listeners 3. critics 4. arguers

8. A. Return of information back to the sender (example on bottom of page 152) B. Good feedback = speaker (boss) knows you understand III. Feedback

9. A. most widely used VERBAL COMMUNICATION B. Improving Your Speech 1. speak slowly and clearly 2. use good grammar 3. think about what you are going to say before you say it 4. avoid slang 5. don ’ t drop the endings of words IV. Speaking

10. C. Public Speaking 1. making speeches to public audiences 2. Reasons? a. inform b. convince 3. Work--expected that you speak in public 4. Preparing a speech--use and Outline a. introduction b. discussion c. closing

11. 5. Important points a. speak clearly b. be loud enough c. be enthusiastic d. use gestures e. dress neatly f. use good posture

12. A. use words wisely, other person can ’ t see you B. Receiving calls 1. speak clearly 2. use a pleasant tone of voice 3. never shout 4. be polite 5. speak directly into the phone 6. be patient 7. be thorough V. Using the Telephone

13. C. directing calls 1. caller ’ s name 2. name of the caller ’ s company 3. caller ’ s phone number 4. reason for the call 5. time and date of the call V. Using the Telephone

14. A. Orders 1. have all facts in front of you 2. give all accurate information (Example: top page 158) B. Emergency Calls 1. Know company emergency policy 2. Know where numbers are kept 3. When in doubt--call 911 4. remain calm VI. Types of Calls

15. 1. return address 2. date 3. inside address 4. salutation or greeting 5. body of the letter 6. complimentary close 7. signature with typed name and title VII.Writing Business Letters (Show sample on page 160)

16. A. messages sent without words B. even more important than verbal C. hand movements, facial expressions, using flags/lights D. body language 1. tells others a lot about you E. body language on the job 1. slouching in an interview 2. staring into space during a meeting VIII.Nonverbal Communication (use chart at top of 12 for examples)