Instructional Area: Communication Skills
Terms in this set (31)
Identify sources that provide relevant, valid written material (PQ)
skimming over to check if article meets a couple standards: relevant, up to date information, provides citations and sources, written in an academic tone, author has valid credentials, comparison with other reputable sources
some examples of sources are books, magazines, newspapers, journals, TV, the internet, industry
Extract relevant information from written materials (PQ)
Skimming, then deciding whether to read in more detail, or to stick with what you've got
Scanning, looking for specific key words or phrases, then reading from there
Using an Index, allows you to find out where a topic is so you can go straight to the page
Using Word and Phrase search, electronic search methods to find relevant info and websites
Apply written directions to achieve tasks (PQ)
read over the directions carefully, make sure not to skip anything important
-seek clarification if needed, as doing so too late will result in many consequences
-perform the task to the best of your ability in general
Analyze company resources to ascertain policies and procedures (CS)
ex employee handbook , site, training, to be informed on rules and regulations, guidelines, general rules etc
-employees must have a thorough understanding of all policies and procedures so that they can perform to their employer's expectations, and deal with unexpected events
Explain communication techniques that support and encourage a speaker (PQ)
receiver must give full physical attention to the speaker, visible through body language, open posture, facing them( non verbal cues) TEFPITTS
Follow oral directions (PQ)
carefully listen, repeat the words in your head
-paraphrase any difficult to understand sections
-review what you have been assigned to do
-clarification if needed, to avoid potential missteps or mistakes
Demonstrate active listening skills (PQ)
appear engaged to them
-body language: stance open, relaxed
-show them you are interested, mhm, ok facial expressions
Remembering(past conversations), Questioning(Asking relevant questions) , Reflecting(closely repeating or paraphrasing what the speaker has said in order to show comprehension), Clarifying(asking questions to ensure that the correct message has been received), Summarising( repeating a summary of what has been said, gives receiver a chance to reiterate what has been said in a logical and clear way, and give the speaker a chance to correct if necessary)
Explain the nature of effective verbal communications (PQ)
verbal communication is effective when both parties play their role in the conversation, speaker knows what they are talking about, their purpose and the receiver pays attention, and is open as proven by their body language and words, and asks questions later to clarify
What must the speaker know for effective verbal communication?
speaker must know what they are talking about, their audience, what they want out of the conversation
How should the receiver behave for effective verbal communication
receiver must be open, friendly shown by body language, posture, facial expressions, dialogue
Ask relevant questions (PQ)
first, explain your misunderstanding
-then, state what you know, to show that you have an understanding of the topic
-after, state what you don't know
-Sound confident, speak in a clear tone
Interpret others' nonverbal cues (PQ)
pay attention to inconsistencies, trust your instincts, look at all non verbal communication signals as a group, not individually
Provide legitimate responses to inquiries (PQ)
-answer in a professional, friendly voice and state your role and company
Listen carefully to what they have to say
Use your knowledge, if unknown know when to escalate
Thank them for their time
-gently take control of the conversation, keeping answers concise and focused on your product/service
Give verbal directions (PQ)
-tell them what you want them to do
-watch them do it
-correct them if they did something wrong
-give further instructions
Employ communication styles appropriate to target audience (CS)
-eg if youth internet, social media,
-older- literary materials newspaper etc
-1 identify target audience 2 analyze message you want to communicate 3 calculate the cost 4 choose interactive channels if you want to monitor feedback
Defend ideas objectively (CS)
Getting behind an idea means imbuing it with conviction and passion. This commitment is vital when pushing for an initiative or suggestion that you think is important to implement, and helps bring others to your cause. But when faced with criticism, our instinct is to protect it as you might a child, putting yourself on the defensive.
Defending yourself without being defensive is important, as without it you will be opened to additional criticism such as lashing out or shutting down.
Maintaining an even keel in the face of skepticism or even hostility is a vital attribute to leadership presence, the kind of aura that you need to radiate if you ever hope to instill followership
Be prepared. Whenever you propose an idea there are certain to be people who do not understand the idea, do not like the idea, or simply don't like you. So prepare yourself for objections. Consider who will say what and why. For example, one colleague may say your initiative is cost prohibitive, another might question its efficacy, and another might wonder about its timing. Develop comeback arguments to address concerns. Use such arguments either preemptively (before the criticism is raised) or after the objection is voiced.
Be generous. Compliment others for the constructive feedback they are offering. You can do this even when the criticism is more critical than helpful because it shows that you are someone who is above pettiness. Others might be petty, but you are one who takes the high road. That demonstrates strength of character.
Be patient. Few, if any, will embrace your idea as much as you have. After all, we all have our own agendas. So be realistic with your timeframe. Know that it will take time and effort to persuade others to adopt your idea. You will hear similar counter-arguments voiced multiple times; expect it. Refine your ideas to reflect that you are listening to others. And remember that patience also requires that you keep your cool.
When you encounter criticism, counter with an argument that positions your idea as doing what is best for the organization — not simply yourself.
Handle telephone calls in a businesslike manner (CS)
-respond with first name and company name
-polite, friendly tone
-have the information on hand to respond to inquiries
-keep discussion flowing, goal is to make a sale
-short and to the point
Participate in group discussions (CS)
-maintain eye contact
-let other finish what they are saying
-take care of body language and cues
-exchange your views confidently when an opportunity comes to you
-use simple vocab, no jargon, short and concise
If you know what the topic of the discussion will be, there is a lot you can do to prepare in advance. You can read round the topic to make sure you are aware of the main issues and arguments, and spend some time deciding what your own position is. If you can find any English-language audio or TV materials about the topic, make sure you watch it! You can also do some vocabulary research around the topic so that you can talk about it confidently. Make a list of the nouns, verbs and adjectives that you think will be useful and practise their pronunciation. A lot of online dictionaries have pronunciation help.
An effective discussion is one in which people listen to each other. Listening is a very important discussion skill: make sure you listen and respond to what other people have to say. A good discussion is one in which people share and talk about different opinions and viewpoints. It's not a competition!
3. Don't dominate
Many people make the mistake of thinking that in order to be effective in a discussion, they have to speak a lot. In fact, this isn't the case. In discussions, quality is more important than quantity: in other words, what you say is often much more important than how much you say. If you give other people a chance to say what they think, and then respond with a polite, intelligent comment which you are able to back up, you will gain the respect of your colleagues.
4. Back up your points
If you make a point in a discussion, you may be asked to explain or support it. You can do this in a number of ways: by providing facts or statistics to support your idea; by quoting expert opinion; by referring to your own experience or simply by explaining why you said what you said. But make sure you are prepared to support what you say, and try to avoid making 'empty' points.
5. Learn some useful phrases
There are lots of useful phrases that you can use in discussions. Here are just a few of them:
o Agreeing: You're absolutely right about that.
o Disagreeing: I'm sorry, I don't see it that way at all.
o Interrupting: Sorry, do you mind if I say something here?
o Dealing with interruptions: Could I just finish what I'm saying?
o Asking for an explanation: Would you mind telling us what exactly you mean by that?
o Asking for more information: Would you mind saying a little bit more about that?
o Adding more information: Another point I'd like to make is... There are many more phrases you can learn and use to help you feel more confident in discussions.
6. Be polite
The words argue and discuss in English have different meanings. People may get angry and behave rudely or shout or get aggressive in an argument. In a discussion, especially one with colleagues, it's important to stay calm and be polite, even if you feel strongly about the topic under discussion. Using words like please, thank you, I'd like to... May I...? Would you mind...? Could you...? Make you sound polite and respectful.
7. Take / make notes
It's a good idea to have a pen and paper handy. You can jot down any useful or important words or ideas that might come in handy later in the discussion - or afterwards.
8. Speak clearly
Most people are happy to forgive a few grammar mistakes when they are talking to a foreigner. However, they have much less patience when they can't understand someone because they are talking far too quickly, or much too slowly, or when they have poor pronunciation. So, practise your pronunciation and speak clearly and confidently. If you need time to collect your thoughts, you could say something like Hmmm... just let me have a minute to think about this. Or you could say Could you just repeat that please? to get a bit more time to think.
Remember, a discussion is not a competition: it's an opportunity to share ideas in a positive environment. If you are relaxed, you will be more likely to feel confident and enjoy the discussion - and the best way to make sure you are relaxed in a discussion is to prepare for it! Preparing for a discussion can make the discussion a lot easier. You'll be able to spend less time trying to think of vocabulary and ideas, and more time listening to others and participating in the discussion. Speak slowly and clearly, don't worry too much about little grammar mistakes, and remember to listen and respond to other people.
Make oral presentations (SP)
-make sure you are well prepared, know your content
-watch language, keep it simple, emphasizing the key points by repeating them with different phrasing
-voice clear, words pronounced clearly
-don't rush, speak slowly an dloudly
-good body language, stand up straight
-interact with audience, have questions and points for discussion ready for them
-open to questions, check if they are with you "Does that maek sense"
Utilize note-taking strategies (CS)
-don't record everything, listen for key points
-ask instructor to slow down if necessary
-seek further resources later on, as you cannot take notes on everything, or speak with instructor later
Ask yourself= what are the main points? What is informative? What is analytical? What is the lecturer's opinion
Organize information (CS)
1. Inventory of current content
2. Establish a hierarchical outline of your content
3. Divided the content into their respective units
Various online programs for transactions, payroll, accounting and bookkeeping, contracts, corporate records, correspondence, employee records
Select and use appropriate graphic aids (CS)
goal is to make the data stand out on the page, and do make the data support the main purpose of the document as clearly and strongly as possible
-we want the reader to grasp the speakers ideas and opinions from their words, and then turn to the graphics for support of those ideas and opinions, sending them back to the words, and so on
-graphics must be visible, must not be too detailed as attention must be on text
-Tables, Graphs and Charts, Photos, Drawings and diagrams
Explain the nature of effective written communications (CS)
-writer must know their goal, their purpose and state it clearly
-tone is important, eg certain forms of communication such as memorandums and proposals
-explain in clear terms what you want them do to, simple language
-Use active language, eg I caught the ball
-Good grammar and ounctuation
-use visual elements clearly eg bold
-SELECT APPROPRIATE FORMAT
Select and utilize appropriate formats for professional writing (CS)
-many types of business writing formats, advertisements, emails, snail mail, manual writing, recommendations, proposals, papers, summaries, memo, business letters
FORMAL OR INFORMAL?
Memo: short documents that normally communicate basic info, such as deadlines within an individual office or company, can be informal
Business Letters: formal documents, can be used to apply for jobs or deliver information, should be constructed in standard letter format : date, address, salutation, body paragraphs and closing, communicate the bottom line in a concise manner
Business plan: Define the work of an individual business or how it will operate, can also be a tool to request funding
Business proposal: documents that present an idea or service as a solution for an identified problem, first define the problem and then explain your proposed solution
Edit and revise written work consistent with professional standards (CS)
-consider after reading: is my purpose clear? Have I considered the questions and concerns of my audience? Have I written in a appropriate format? Have I included sufficient examples and supporting details?
-examine as a writer: that your intro and conclusion are appropriate, that your paragraphs flow and are organized
-after, check for run on sentences, overused words, spelling and typos
Write professional e-mails (CS)
1. Open with a greeting
2. Thank the recipient
3. State yoru purpose
4. Closing remarks ( eg thank you for your consideration)
5. Closing: best regards, sincerely, thank you
Write business letters (CS)
-font such as arial or times new roman,, block paragraphing,
-include company info such as name and address
-add the recipients info= full name, title, company name, address
-tone should be brief and professional
-dive straight into business, simple and short
-formal closing, "sincerely", signature, name, title, contact info
-enclosures if necessary
Write informational messages (CS)
-know your topic well, consider your audience and your format
-keep it short and simple
-provide detail on topic
-be open to questions
Write inquiries (CS)
3. Opening greeting
4. Reason for writing
5. Questions asking for specific info
6. Request for extra info
7. Closing: request for a quick answer
8. Closing: greeting and signature
Explain the nature of staff communication (CS)
-can take many forms, eg upwards, downwards, lateral, horizontal
--Create a culture of transparency and straightforwardness, to encourage staff communication
-nontransactional conversation with
-meet one on one
-group meetings to discuss goals, challenges or operating plan for the day
-group chat technology
-group document sharing technology
-emails and phone cals
-encourage feedback, reward feedback
Choose appropriate channel for workplace communication (CS)
-formal communication channel= transmits organizational information, such as goals or policies and procedures. Messages in a formal communication channel follow a chain of command. This means that information flows from a manager to an employee. Examples of formal communication channels are newsletters, business plans, annual reports and employer manuals.
Informal=fall outside of the formal chain of command structure. Examples of informal communication channels are quality circles, teamwork and lunchtime in the cafeteria of an organization. Employees can still receive important organizational information but in a relaxed, informal atmosphere
Also Upwards, Downwards, Lateral, Horizontal
Participate in a staff meeting (CS)
-be prepared and have an understanding of the agenda
-think before you speak
-contribute to the discussion, asking questions, making comments, or lending your support\
-choose timing, don't be the first one, wait until you are confident your input is needed
-don't dominate, let others chime in
-frame disagreements in a positive way
YOU MIGHT ALSO LIKE...
GMAT | Mometrix Comprehensive Guide
business comm: exam 1
BA 105 W 1st test
DECA Principals: Communication Skills
OTHER SETS BY THIS CREATOR
Unité 3 Noms masculins et féminins
Commons terms and signs
Common Terms and Signs- Italian
THIS SET IS OFTEN IN FOLDERS WITH...
Instructional Area: Customer Relations
Instructional Area: Economics
Instructional Area: Financial Analysis
DECA: Operations Performance Indicators