1. 4/00/31511251 © 2000 Business & Legal Reports, Inc. BLR’s Human Resources Training Presentations Effective Communication Skills

2. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Goals Understand why communication breaks down Appreciate the benefits of effective communication Develop the skills for good, interactive communication

3. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Why Communication Breaks Down Too many links in the chain Too many messages Lack of clarity Undefined expectations Inadequate listening Failure to consider audience

4. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Benefits of Effective Communication Initiative Teamwork Accountability Quality Productivity Consistency Safety

5. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Analysis of a Message Think about what you want to say Consider your expectations Keep it simple Be precise Be concise Repeat your message

6. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Delivery and Timing Communicate directly to people whenever possible Watch your tone of voice Use memos or meetings for group communications Consider your timing

7. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Target Your Audience Whom are you addressing? What’s important to them? What are their concerns and responsibilities? What’s their stake in this communication? Are there any special issues?

8. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Establish Credibility Speak from experience Back up your statements with compelling evidence Speak with people, not to them

9. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Active Listening Focus on the speaker Keep an open mind Tolerate silence Ask questions Repeat the speaker’s thoughts Listen for facts and key words

10. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Nonverbal Communication Body language is a powerful communicator Be aware of your own body language Interpret other people’s body language

11. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Feedback “You know, Jack, you’re a natural leader, and the quality of your work is really exceptional— when you’re here, that is. If it weren’t for your erratic attendance, I would give you a lot more responsibility.” NEGATIVE “Jack, you’ve been out three days this month, and this morning you’re late for the fifth time. Are you planning to set a new record? Frankly, your attendance stinks. If things don’t change, you’re in big trouble.” VS. POSITIVE

12. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Feedback (cont.) Objective: “That customer was really testing you, but your voice remained calm and you didn’t interrupt her. You handled that difficult situation very well.” Subjective: “I like the way you handled that customer.”

13. 4/00/31511251 © 2000 Business & Legal Reports, Inc. The Art of Effective Criticism Do it in private Begin with a positive statement Criticize the work, not the worker Explain what needs to change, and how Be clear about your expectations End on a positive note

14. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Communicating Bad News Be straightforward Act promptly Take a personal approach Give a reason Put the news in perspective

15. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Overcoming Resistance Anticipate resistance Respect different views Incorporate opposing arguments Point out problems Restate your position Agree to differ

16. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Productive Meetings Distribute a memo Create an agenda Encourage participation Summarize results Define future action

17. 4/00/31511251 © 2000 Business & Legal Reports, Inc. More Effective Presentations Capture attention Maintain interest Anticipate questions Engage the audience Summarize Encourage action

18. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Goals Understand why communication breaks down Appreciate the benefits of effective communication Develop the skills for good interactive communication

19. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Effective communication is the foundation of positive working relationships Understanding why communication breaks down can help you avoid problems Successful communication requires you to think about your message, delivery, timing, and audience Good communication is interactive—it flows both ways Positive, objective feedback promotes quality performance Improving communication skills will make you a more effective leader Summary

20. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Quiz 1.Six main reasons communication breaks down are: 2.List at least three benefits of effective communication. 3.The most effective kind of feedback is positive and objective. True or False 4.Five key elements of productive meetings are: 5.Effective communication is universal. The same approach will work with anybody. True or False 6.Name three things you can do to overcome resistance to your message.

21. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Quiz (cont.) 7.To make effective use of nonverbal communication, you must consider not only your own body language but the other person’s as well. True or False 8.State the five main tactics for delivering bad news. 9.In addition to thinking about the content of your message and your audience, you should also consider which two other elements? 10.Active listening focuses solely on acquiring and analyzing information. True or False

22. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Quiz Answers 1.Communication breaks down primarily because (1) there are too many links in the chain, (2) there are too many messages, (3) the message lacks clarity, (4) expectations are undefined, (5) one of the parties is not listening, and (6) the audience for the message has not been appropriately targeted. 2.Benefits of effective communication include initiative, teamwork, accountability, quality, productivity, consistency, and safety. 3.True. Effective feedback encourages quality performance and corrects unacceptable performance. It clearly states expectations. It is specific, factual, timely, and unemotional.

23. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Quiz Answers (cont.) 4.The five key elements are (1) distribute a memo, (2) create an agenda, (3) encourage participation, (4) summarize results, and (5) define future action. 5.False. Effective communication considers the audience for a message and specifically targets that person or persons. 6.Strategies for overcoming resistance to your communications include anticipating resistance, respecting different views, incorporating opposing arguments when possible, pointing out problems with opposing arguments, restating your position, and agreeing to differ when all else fails.

24. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Quiz Answers (cont.) 7.True. Making effective use of nonverbal communication requires you to pick up cues from other people’s body language as well as to be aware of any nonverbal signals you are sending. 8.The five main tactics for delivering bad news are (1) be straightforward, (2) act promptly, (3) take a personal approach, (4) explain the reason for the situation, and (5) put the news in perspective. 9.In addition to content and audience, you need to consider your delivery and the timing of your message.

25. 4/00/31511251 © 2000 Business & Legal Reports, Inc. Quiz Answers (cont.) 10.False. Active listening also involves an attempt to understand the feelings, attitudes, and emotions of the speaker. The active listener reads between the lines and gets the entire message.