Communication Skills FCNS 426 Strategic Management Joan E. Quinn, M.Ed., RD
Learning Objectives <ul><li>Identify seven myths about communication </li></ul><ul><li>Describe the sender-receiver model ...
Learning Objectives <ul><li>Summarize barriers to effective communication </li></ul><ul><li>Identify four types of interpe...
Learning Objectives <ul><li>Outline speaking and presentation skills useful for managers </li></ul><ul><li>List and briefl...
Learning Objectives <ul><li>Summarize guidelines for better business writing </li></ul><ul><li>Give examples of rules for ...
Seven Communication Myths <ul><li>We only communicate when we want to communicate </li></ul><ul><li>Words mean the same to...
Sender-Receiver Model <ul><li>Sender:  </li></ul><ul><ul><li>initiates a thought/feeling </li></ul></ul><ul><ul><li>Encode...
Three types of organizational communication <ul><li>Upward </li></ul><ul><li>Downward </li></ul><ul><li>Lateral </li></ul>...
Definitions <ul><li>Feedback </li></ul><ul><ul><li>Any communication in which a person provides information about some asp...
Barriers to Effective Communication <ul><li>Misinterpretation </li></ul><ul><li>Evaluation of sender </li></ul><ul><li>Pro...
Four types of space <ul><li>Public </li></ul><ul><li>Social </li></ul><ul><li>Personal </li></ul><ul><li>Intimate </li></ul>
Three types of listening <ul><li>Informational </li></ul><ul><li>Evaluative </li></ul><ul><li>Empathetic </li></ul>
Parts of a formal presentation <ul><li>Introduction </li></ul><ul><li>Main body </li></ul><ul><li>Conclusion </li></ul>
Guidelines for better business writing <ul><li>Have a specific audience in mind </li></ul><ul><li>Know your objectives </l...
Rule for Better Business Writing <ul><li>Use specific language </li></ul><ul><li>Use active voice </li></ul><ul><li>Use pl...
CASE STUDY <ul><li>How did the lack of effective communication contribute to this problem?  Identify the person(s) who did...
CASE STUDY <ul><li>Choose one task or activity that you perform on a regular basis.  Write a detailed memo explaining how ...
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Communication Skills FCNS 426 Strategic Management

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Communication Skills FCNS 426 Strategic Management

  1. 1. Communication Skills FCNS 426 Strategic Management Joan E. Quinn, M.Ed., RD
  2. 2. Learning Objectives <ul><li>Identify seven myths about communication </li></ul><ul><li>Describe the sender-receiver model </li></ul><ul><li>Describe upward, downward and lateral communication and how “link-pins” are necessary in these types of communication </li></ul><ul><li>List the six characteristics of effective feedback </li></ul>
  3. 3. Learning Objectives <ul><li>Summarize barriers to effective communication </li></ul><ul><li>Identify four types of interpersonal space, and describe the importance of body language </li></ul><ul><li>Summarize the importance of listening well </li></ul><ul><li>Describe three types of listening </li></ul><ul><li>Describe common barriers to listening </li></ul>
  4. 4. Learning Objectives <ul><li>Outline speaking and presentation skills useful for managers </li></ul><ul><li>List and briefly describe the parts of a formal presentation </li></ul><ul><li>Describe how visual aids can be used effectively </li></ul>
  5. 5. Learning Objectives <ul><li>Summarize guidelines for better business writing </li></ul><ul><li>Give examples of rules for better business writing </li></ul>
  6. 6. Seven Communication Myths <ul><li>We only communicate when we want to communicate </li></ul><ul><li>Words mean the same to both the speaker and the listener </li></ul><ul><li>We communicate chiefly with words </li></ul><ul><li>Nonverbal communication is silent communication </li></ul><ul><li>Communication is a one way street </li></ul><ul><li>The message we communicate is the message that the listener receives </li></ul><ul><li>There is no such thing as too much information </li></ul>
  7. 7. Sender-Receiver Model <ul><li>Sender: </li></ul><ul><ul><li>initiates a thought/feeling </li></ul></ul><ul><ul><li>Encodes it into words </li></ul></ul><ul><ul><li>Transmits it </li></ul></ul><ul><li>Receiver: </li></ul><ul><ul><li>Decodes the message </li></ul></ul><ul><ul><li>Assigns thought/feelings to a response </li></ul></ul><ul><ul><li>Encodes a response </li></ul></ul><ul><ul><li>Sends a message back </li></ul></ul>
  8. 8. Three types of organizational communication <ul><li>Upward </li></ul><ul><li>Downward </li></ul><ul><li>Lateral </li></ul><ul><ul><li>Linking-pins </li></ul></ul>
  9. 9. Definitions <ul><li>Feedback </li></ul><ul><ul><li>Any communication in which a person provides information about some aspect of another’s message, motivation or behavior </li></ul></ul><ul><li>Effective Feedback </li></ul><ul><ul><li>Immediate or well-timed </li></ul></ul><ul><ul><li>Specific </li></ul></ul><ul><ul><li>Considers the needs of the receiver </li></ul></ul><ul><ul><li>Focuses on behavior rather than personality </li></ul></ul><ul><ul><li>Is unemotional </li></ul></ul><ul><ul><li>Is two-sided </li></ul></ul>
  10. 10. Barriers to Effective Communication <ul><li>Misinterpretation </li></ul><ul><li>Evaluation of sender </li></ul><ul><li>Projection </li></ul><ul><li>Stereotyping </li></ul><ul><li>Arrogance and superiority </li></ul><ul><li>Defensiveness </li></ul><ul><li>Inarticulateness </li></ul><ul><li>Hidden agendas </li></ul><ul><li>Status </li></ul><ul><li>Environment </li></ul><ul><li>Emotions </li></ul><ul><li>Differences in backgrounds </li></ul><ul><li>Poor timing </li></ul><ul><li>Personality conflicts </li></ul>
  11. 11. Four types of space <ul><li>Public </li></ul><ul><li>Social </li></ul><ul><li>Personal </li></ul><ul><li>Intimate </li></ul>
  12. 12. Three types of listening <ul><li>Informational </li></ul><ul><li>Evaluative </li></ul><ul><li>Empathetic </li></ul>
  13. 13. Parts of a formal presentation <ul><li>Introduction </li></ul><ul><li>Main body </li></ul><ul><li>Conclusion </li></ul>
  14. 14. Guidelines for better business writing <ul><li>Have a specific audience in mind </li></ul><ul><li>Know your objectives </li></ul><ul><li>Decide which information is essential </li></ul><ul><li>Decide how to present the information </li></ul>
  15. 15. Rule for Better Business Writing <ul><li>Use specific language </li></ul><ul><li>Use active voice </li></ul><ul><li>Use plain English and simple sentences </li></ul><ul><li>Follow the inverted pyramid rule </li></ul><ul><li>Use topic sentences </li></ul><ul><li>Avoid cliches </li></ul><ul><li>Avoid jargon </li></ul><ul><li>Avoid condescending statements </li></ul><ul><li>Avoid sexist language </li></ul><ul><li>Stress the positive </li></ul><ul><li>Take a stand </li></ul>
  16. 16. CASE STUDY <ul><li>How did the lack of effective communication contribute to this problem? Identify the person(s) who did not follow good communication principles </li></ul><ul><li>How could effective communication change this situation? List your ideas </li></ul><ul><li>Think of a situation in your work experience in which lack of communication caused you or someone else unneeded worry or anxiety. List ways you might have changed the outcome of the situation by using good communication skills </li></ul>
  17. 17. CASE STUDY <ul><li>Choose one task or activity that you perform on a regular basis. Write a detailed memo explaining how to do the task, why it is performed, and when it it performed. Assume you are recording the details to be used to train an employee to do this task while you are on vacation. </li></ul><ul><li>Write a brief memo to one of your employees explaining a specific work assignment. </li></ul>

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