How to use listening skills to improve your understanding of messages
Three blocks to listening with understanding
Three skills that will help you read with understanding
SECTION 8.1 Defining Communication Why It's Important Studies have shown that 70 percent of our waking hours are spent communicating. Most jobs in business, especially in marketing, require good communication skills. You need to understand the communication process to become a more effective communicator.
Searching for an Interest Listen carefully to find something that applies to you or interests you. On the job, show an interest in things that will improve your performance.
Evaluating the Message As you listen, evaluate the validity of the message. Try to distinguish between fact and opinion and evaluate whether the information presented is relevant to the purpose of the message.
Planning a Response blocks understanding because you can't concentrate on the message and your response at the same time.
Listen to the entire message before you plan your response.
Blocks to Listening with Understanding Slide 3 of 3
SECTION 8.1 Defining Communication Reading, like listening, is a process of trying to understand a message. Reading with understanding is a necessity in every career. Even when applying for a job you have to read help-wanted ads or Web site job listings. Reading
The four basic patterns for organizing a formal speech
The four-step method for training
Parliamentary procedure and its purposes
Proper telephone skills
The three basic considerations in writing
Elements of Speech and Writing
SECTION 8.2 Elements of Speech and Writing Why It's Important You will use spoken and written communication on every job throughout your life. In large part, the success you attain in your career will depend on how well you speak and write.
SECTION 8.2 Elements of Speech and Writing Key Terms
Many jobs in marketing require above-average speaking skills. Whatever your job, you will need to express yourself clearly so your employer, customers, and co-workers can understand the messages you want to send.
SECTION 8.2 Elements of Speech and Writing Knowing the Purpose
Before you decide what you will say, know the purpose of the message you want to send. In most cases, you will speak for one or more of the following purposes:
SECTION 8.2 Elements of Speech and Writing Using Your Voice You will need to use your voice effectively to be a good communicator. With practice, you can develop a pleasant voice that is neither too high nor too low. Your voice will sound relaxed if you speak in a medium, even tone.
Many jobs in marketing will require you to inform or persuade others with structured messages, or oral presentations. Learn to use body language and these four basic patterns to organize and present a structured message:
Cause and effect is a method in which you lead the listener from the cause of something to its effect. Signal words are therefore, consequently, and as a result.
Compare and contrast is an efficient way to explain new concepts by showing how they are similar to or unlike those your listeners already know. Signal words are similarly, however, nevertheless, and on the other hand.
Speaking Formally Slide 3 of 3
SECTION 8.2 Elements of Speech and Writing Training involves a specialized form of speaking, and is usually combined with showing one or more persons how to perform a particular task. Training Slide 1 of 2
The following is an effective four-step training plan:
1. Explain the task that is to be performed.
2. Demonstrate the task by actually doing it yourself.
3. Let the other person perform the task.
4. Critique what was done correctly and discuss the strong points so the trainee will feel accomplished.
Training Slide 2 of 2
SECTION 8.2 Elements of Speech and Writing Parliamentary procedure is a structure for holding group meetings and making decisions. It is meant to make meetings democratic and decision making orderly. In order for a business to be conducted at a meeting, there must be a quorum . A quorum is a proportion of the membership needed to conduct official business. Parliamentary Procedure Slide 1 of 3
8. Reference initials (initials of letter composer and typist)
SECTION 8.2 Elements of Speech and Writing E-mail is commonly used for communication within an office or company. Although e-mail has a reputation for speed and informality, it is important to compose your e-mail messages carefully. Why do you think this is so? E-mail From: Jessica H. Johnston < [email_address] > To: Dan Provost < [email_address] > Date: Wednesday, October 25, 2000 4:26 PM Subject: Your request — — — — — Dear Mr. Provost, Today we received your written request for four (4) reams of Pale Yellow 24-pound writing bond. We are ordering it for you from our supplier, who promises to have It in five (5) days. I will call you as soon as it comes in. Thank you for thinking of Southland for your office supply needs. We look forward to filling this order and doing business with you in the future. Jessica H. Johnston — — Jessica H. Johnston Senior Manager [email_address] Phone: (800) 867-5309 Fax: (888) 867-5309
SECTION 8.2 Elements of Speech and Writing Memos are used for communication within an office or company. Their format is more informal than a business letter. Why do you think this is so? When do you think it would be better to send a memo to someone in your company, rather than an e-mail or a letter? Memos M EMORANDUM To: All Office Employees From: Jessica Johnston Subject: Filling Special Stationery Requests Date: August 30, 20-- Over the last three weeks, we have received three (3) customer requests for 24-pound writing bond in unusual colors that we do not regularly stock. Please fill any such orders from South Bay Suppliers in Santa Monica at 391-4300. Let me know if you have any questions. JHJ