Chapter 12

Communications Skills

I. Methods of Communication

A. sharing of ideas, feelings, or informationB. a message is sentC. a message is receivedD. 2 people, or millions

Ways to Send Messages

speakingwritingdrawing touchingsingingusing body languagesending signalsusing sign language

Ways to Receive Messages

listeningreadingseeingfeeling

Channels of Communication

conversationsmeetingsspeecheslecturesnewspapersmagazinesbookslettersmemosphotographsartmusictelephones

A. Listen is paying attentionB. Hearing is NOT paying attentionC. Be a full-time listener1. won’t miss part of what was saidD. Good listening skills1. pay close attention2. don’t let outside noise distract you3. keep an open mind4. don’t try to listen and talk at the same time5. don’t try to memorize all the details6. only write down important notes7. ask questions

II. Listening

E. Poor listeners

1. daydreamers

2. emotional listeners

3. critics

4. arguers

A. Return of information back to the sender (example on bottom of page 152)

B. Good feedback = speaker (boss) knows you understand

III. Feedback

A. most widely used VERBAL COMMUNICATIONB. Improving Your Speech

1. speak slowly and clearly2. use good grammar3. think about what you are going to say

before you say it4. avoid slang5. don’t drop the endings of words

IV. Speaking

C. Public Speaking1. making speeches to public audiences2. Reasons?

a. informb. convince

3. Work--expected that you speak in public4. Preparing a speech--use and Outline

a. introductionb. discussionc. closing

5. Important pointsa. speak clearlyb. be loud enoughc. be enthusiasticd. use gesturese. dress neatlyf. use good posture

A. use words wisely, other person can’t see youB. Receiving calls

1. speak clearly2. use a pleasant tone of voice3. never shout4. be polite5. speak directly into the phone6. be patient7. be thorough

V. Using the Telephone

C. directing calls1. caller’s name2. name of the caller’s company3. caller’s phone number4. reason for the call5. time and date of the call

V. Using the Telephone

A. Orders1. have all facts in front of you2. give all accurate information(Example: top page 158)

B. Emergency Calls1. Know company emergency policy2. Know where numbers are kept3. When in doubt--call 9114. remain calm

VI. Types of Calls

1. return address2. date3. inside address4. salutation or greeting5. body of the letter6. complimentary close7. signature with typed name and title

VII. Writing Business Letters(Show sample on page 160)

A. messages sent without wordsB. even more important than verbalC. hand movements, facial expressions, using flags/lightsD. body language

1. tells others a lot about youE. body language on the job

1. slouching in an interview2. staring into space during a meeting

VIII.Nonverbal Communication(use chart at top of 12 for examples)