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Chapter 12
Communications Skills
I. Methods of Communication
A.
B.
C.
D.
sharing of ideas, feelings, or information
a message is sent
a message is received
2 people, or millions
Ways to Send Messages
speaking
writing
drawing
touching
singing
using body language
sending signals
using sign language
Ways to Receive Messages
listening
reading
seeing
feeling
Channels of Communication
conversations
meetings
speeches
lectures
newspapers
magazines
books
letters
memos
photographs
art
music
telephones
II. Listening
A. Listen is paying attention
B. Hearing is NOT paying attention
C. Be a full-time listener
1. won’t miss part of what was said
D. Good listening skills
1. pay close attention
2. don’t let outside noise distract you
3. keep an open mind
4. don’t try to listen and talk at the same time
5. don’t try to memorize all the details
6. only write down important notes
7. ask questions
E. Poor listeners
1. daydreamers
2. emotional listeners
3. critics
4. arguers
III. Feedback
A. Return of information back to the sender
(example on bottom of page 152)
B. Good feedback = speaker (boss) knows
you understand
IV. Speaking
A. most widely used VERBAL
COMMUNICATION
B. Improving Your Speech
1. speak slowly and clearly
2. use good grammar
3. think about what you are going to say
before you say it
4. avoid slang
5. don’t drop the endings of words
C. Public Speaking
1. making speeches to public audiences
2. Reasons?
a. inform
b. convince
3. Work--expected that you speak in public
4. Preparing a speech--use and Outline
a. introduction
b. discussion
c. closing
5. Important points
a. speak clearly
b. be loud enough
c. be enthusiastic
d. use gestures
e. dress neatly
f. use good posture
V. Using the Telephone
A. use words wisely, other person can’t see you
B. Receiving calls
1. speak clearly
2. use a pleasant tone of voice
3. never shout
4. be polite
5. speak directly into the phone
6. be patient
7. be thorough
V. Using the Telephone
C. directing calls
1. caller’s name
2. name of the caller’s company
3. caller’s phone number
4. reason for the call
5. time and date of the call
VI. Types of Calls
A. Orders
1. have all facts in front of you
2. give all accurate information
(Example: top page 158)
B. Emergency Calls
1. Know company emergency policy
2. Know where numbers are kept
3. When in doubt--call 911
4. remain calm
VII. Writing Business Letters
(Show sample on page 160)
1.
2.
3.
4.
5.
6.
7.
return address
date
inside address
salutation or greeting
body of the letter
complimentary close
signature with typed name and title
VIII. Nonverbal Communication
(use chart at top of 12 for
examples)
A. messages sent without words
B. even more important than verbal
C. hand movements, facial expressions, using
flags/lights
D. body language
1. tells others a lot about you
E. body language on the job
1. slouching in an interview
2. staring into space during a meeting
1/--страниц
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