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

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