Slides from the Wisconsin Lutheran College Professional Development Series: Effective Communication in the Business Setting workshop held June 2011 at Froedtert & The Medical College of Wisconsin.

1. Professional Development Program Effective Communication in the Business Setting

2. Introduction Instructor: Tracy Tulle Profile: Operations Manager and Business Course Instructor for the College of Adult & Graduate Studies at Wisconsin Lutheran College Former Vice President of Inflight Services for Comair, Inc. - a Delta Airlines subsidiary 18 years of leadership in the airline industry

3. Topics for Discussion Importance of effective communication Improving communication skills Nonverbal delivery Intrapersonal/interpersonal communication Group communication, teamwork & leadership

4. Effective Communication in the Business Setting Why are you here today? What are your expectations of this workshop?

5. Defining Communication Communication is the process of understanding and sharing meaning What happens when employees don’t communicate effectively?

6. Business Communication 50% - 90% of a manager’s time is spent communicating – and that communication ability is related to a manager’s performance. 14% of each workweek is wasted on poor communication

7. Why is effective communication important in the business setting? Builds work relationships Assists in the accomplishment of goals and objectives Contributes towards a positive work environment Clarifies expectations which improves job satisfaction

8. Business communication is a problem solving activity that helps identify: The situation Possible communication strategies The best course of action The best way to design the message The best way to deliver the message

9. Choosing Communication Context Intrapersonal Interpersonal Group Public Mass

10. Communicator Preparation

11. Communicator preparation & delivery Handout Review

12. Improving Verbal Communication

13. Nonverbal Delivery 55% of in-person communication comes from nonverbal cues 55% of a receiver’s comprehension of the communicator’s message is based on nonverbal cues 7% - actual words 38% - paralanguage (tone, pace, volume of speech)

14. Nonverbal Examples

15. Nonverbal Strategies for Success

16. Written Business Communication

17. Overcoming Barriers to Effective Written Communication

18. Business Use of E-Mail Is the use of e-mail in the business setting appropriate? Limit Distribution List Netiquette Face to face communication is BEST

19. Active Listening Is “listening” important to communication? Ten Ways to Improve Your Listening Habits

20. Group Communication Tuckman’s Linear Model of Group Development

21. Positive Member Roles

22. Negative Member Roles

23. Group Meetings & Communication Strategies for Effective Meetings Preparing for Business Meetings Conducting the Business Meeting Participant Checklist

24. TEAMWORK & LEADERSHIP Teamwork allows individuals to share their talents and energy to accomplish goals. An effective leader facilitates this teamwork process.

25. Group Exercise Think of a problem encountered in the past by a group of which you were a member. * How did the group solve the problem? * How satisfactory was the solution?

26. Examples of Business Communication

27. Eliminating Barriers to Effective Communication Open Discussion

28. Effective Communication in the Business Setting Thank you for your time today!

29. Effective Communication in the Business Setting Presentation Material and Text: Scott McLean, Business Communication for Success. Nyack, NY: Flat World Knowledge Mason a. Carptenter and Talya Bauer, Principles of Management. Nyack, NY: Flat World Knowledge