Communication Skills for Managers, Fifth Edition
Author: Janis Fischer Chan
Credit: 2.0 CEUs
Testing Format: multiple choice
Your Price: $139.00
ISBN: 9780761213383
Format: Book
Overview
Communicating clearly is a critical skill for successful managers!
The ability to communicate clearly is the critical core competency for successful managers at all levels and in all industries. This self-study course is your guide to business communication that delivers the message—whether written, or spoken, in person or via e-mail—with respect for the receiver, and in all business situations. This solid overview of all facets of business communication offers numerous opportunities to practice and apply your new skills and a log to track your improvement.
Course Objective: Utilize techniques to improve your communication skills by increasing reading, writing, speaking, and listening proficiency.
Selected Learning Objectives
• Communicate clearly and correctly to avoid misunderstanding and get your message across
• Develop and use your listening skills to solve problems, diffuse conflict, teach staff, and be a more productive manager or team leader
• Ask the right type of question to elicit information, encourage a response, or create a relationship
• Master the techniques of successful presentations from planning to delivery
• Analyze your audience before communicating your ideas in any format
• Choose the most appropriate mode for communicating your message
• Use effective language to express your ideas clearly in well-constructed letters, proposals, memos, and e-mail
Testing Format
This course contains one multiple choice test valued at two Continuing Education Unit (CEUs).
Table of Contents
About This Course
How to Take This Course\
Pre-test
1. Communication: The Key to a Manager’s Success 1
Learning Objectives
Overview
What is “Communication”?
Why Managers Communicate
Why People Fail to Communicate Clearly
Lack of Time and Planning
Competing Messages
Differences in Knowledge, Perspectives, Needs, Expectations,
Priorities, Status, Culture, and Gender
Assumptions
Fears
How Well Do You Communicate?
What it Takes to Communicate Clearly
Know and Respect Your Audience
Know Why You are Communicating
Know What You Want to Say
Pay Attention
Keep an Open Mind
Be Specific
Take Enough Time
Recap
Review Questions
2. Listening: The Foundation 11
Learning Objectives
Overview
Why Does Listening Matter?
What is Good Listening?
Obstacles to Good Listening
Noise
Distractions
Assumptions
Rehearsing
Impatience
Lack of Interest
Distrust
Differences in Status, Gender, and Culture
Listen Actively
Focus on the Speaker
Clarify as Needed
Paraphrase to Summarize Meaning and Content
How to Be a Better Listener
Have a Reason for Listening
Participate in the Process
Monitor Your Listening Behavior
Be Patient
When Appropriate, Take Notes
Recap
Review Questions
3. Getting Your Message Across 27
Learning Objectives
Overview
Strategies for Delivering Clear Spoken Messages
Know Your Audience
Know What You Want to Say and Why You Want to Say It
Keep Your Message Simple and Specific
Make Eye Contact with Listeners and Speak Slowly and Clearly Enough to be Understood
Choose the Right Time and Place
Making Sure That Listeners “Get” Your Message
Pay Attention to Verbal and Nonverbal Responses
Ask Questions as Needed to Check Out Your Perceptions of the Listener’s
Understanding
Ask the Listener to Summarize What You Have Said and Restate the Message as Needed
Conveying Clear Messages to Influence
Know Your Objective
Know and Respect the Other Party’s Needs, Interests, and Concerns
Be Prepared with Specifics to Support Your Position
Communicating Your Ideas in a Meeting
Think Through What You Plan to Say
Make Eye Contact with People in the Group
Speak Clearly, Concisely, and Distinctly
Be Prepared to Illustrate and Support Your Points
How to Give Criticism
See Criticism as Useful
Be Specific and Use Examples
Use “I” Messages
Focus on Behavior and Results, Not on Personalities or Personal Traits
Avoid Making Assumptions
Focus on Relevant Issues
Recap
Review Questions
4. The Art of Asking Questions 51
Learning Objectives
Overview
Why Ask Questions?
Asking Questions to Get Information
Asking Questions to Clarify Understanding
Asking Questions to Help People Think Things Through
Asking Questions to Encourage Participation in a Meeting or Team Effort
Asking Questions to Create or Maintain a Relationship
Types of Questions
“Closed-ended” Versus “Open-ended” Questions
Clarifying Questions
Probing Questions
Key Strategies for Asking Useful Questions
Know Why You’re Asking the Question
Ask the Right Type of Question
Be Sure the Question is Relevant, Necessary, and Appropriate
State the Question Clearly
Give People Time to Respond
Listen Attentively to Responses
How to Ask Questions During an Interview
Know Your Objective
Be Prepared
Choose the Right Time and Place
Establish Rapport
Ask the Right Questions and Listen Carefully
Using Questions to Encourage Participation in Meetings
Create a Safe Environment
Ask Specific, Open-ended Questions
Give Everyone a Chance to Participate
Send Out Questions Ahead of Time
Using Questions to Elicit Information in Difficult Situations
Be Sure the Person Knows Why You are Asking Questions
Be Patient
Rephrase the Question
Let the Person Know You Appreciate and Value Their Responses
Remain Calm and Focus on the Issue
Ask Closed-ended Questions
Recap
Review Questions
5. Helping People Learn 73
Learning Objectives
Overview
Why Clear Communication is Important to Learning
How Adults Learn
Adults Actively Participate in the Learning Process
Adults are Respected for Their Experience and Knowledge
Adults Have Clear Learning Goals and Understand
the Relevancy of What They are Learning
Adults Have Opportunities for Practice with Immediate Feedback
Adults are Allowed to Make and Learn from Mistakes
Efforts and Successes are Reinforced, Appreciated, and Supported
How to Help People Learn
Set the Stage
Establish Clear Learning Objectives
Break the Process into Segments or Steps
Demonstrate, Explain, and Teach the Segments or Steps
in Sequence, and Provide Opportunities for Practice
Recap
Review Questions
6. On your Feet: Making Successful Presentations 83
Learning Objectives
Overview
Reasons for Making Presentations
How to Give Successful Presentations
Know Your Subject
Know Your Audience
Select the Right Information and Organize It Effectively
Start and End on Time
Speak so You Can be Heard and Understood
How to Manage the Question-and-Answer Session
How to Reduce Presentation Fear
Identify the Reasons for Your Fear
Focus on the Planning and Preparation Process
Take Care of Yourself
Arrive Early
Make Eye Contact with People in the Audience
Breathe
Use Silence
Recap
Review Questions
7. On the Page: What Is Good Writing? 97
Learning Objectives
Overview
Why Write?
Writing Leaves a Record
Writing Conveys Details Effectively
Writing is Efficient
Writing Can be More Precise than Speaking
What Is Good Business Writing?
Clear, Concise Main Point at the Beginning
Enough Information to Support and/or Explain the Primary Message
No Unnecessary Information
Information Organized so Readers Can Follow Points Easily
Sentences and Paragraphs Short Enough to Read Easily
Clear, Concise, Active, and Appropriate Language
that Readers Can Easily Understand
Correct Grammar, Sentence Structure, Punctuation, and Spelling
Strategies for Communicating Clearly in Writing
Think About Your Reader
Identify Your Primary Purpose and Message
Decide What Information to Include and Organize it Logically
Recap
Review Questions
8. On the Page: How to Write Well 113
Learning Objectives
Overview
How to Help Readers Follow Points and Find Details
Use Short Sentences
Use Short Paragraphs
Use Lists
Use Headings
Write an Effective Opening and a Useful Closing
Writing Effective Openings
Write Useful Closings
Use Effective Language
Use Active Language
Use Concise Language
Use Specific Language
Use Plain English
Proofread for a Professional Image
How to Proofread
Recap
Review Questions
Appendix
Communication Skills Log
Bibliography
Post-Test
Index