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Communication Skills for Managers, Fifth Edition - By Janis Fisher Chan

Communication Skills for Managers, Fifth Edition - By Janis Fisher Chan



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CommunicationSkills for Managers, FifthEdition
Janis Fisher Chan
American Management Association®Copyright © 2002 American Management Association.ISBN:0761213384All rights reserved. This material may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical,photocopying, recording, or otherwise, without the prior written permission of the publisher.Printed in the United States of America.10 9 8 7 6 5 4 3 2 1
About This Course
CommunicationSkills for Managers
, Fifth Edition, is designed for new and experiencedmanagers and others who want to improve their ability to communicate on the job. Usingreal-life scenarios and interactive exercises, this course introduces practical concepts andproven techniques that will help you communicate more effectively with others, deliver your message successfully to a group, and write clearly and persuasively. You will learn the keycommunicationskills: how to listen, deliver your messages clearly, and ask questions. Thecourse also showcases techniques for helping others learn new skills and tasks, makingsuccessful presentations, and writing business documents that meet your specific standards.Assessments, exercises, and aCommunicationSkills Log give you the opportunity to identifyyour strengths and weaknesses, practice new skills, and apply what you've learned to your own business situation.
Janis Fisher Chan
, a writer, editor, trainer, and instructional designer for more than 20years, specializes in helping people communicate clearly. As co-owner of a successfultraining company, she developed and conducted customized workshops on topics thatincluded business writing, interpersonalcommunication, performance management, meetingplanning, and making presentations. She is currently working as a freelance instructionaldesigner, writer, and editor. This is her third self-study course for the American ManagementAssociation: The others are
Managing Your Priorities
Making Successful Presentations
.She is also the co-author of five business writing books, available throughwww.writeitwell.com. Her E-mail address is < janisdee@attbi.com>.
The publisher would like to thank the following people for their review of the manuscript of this course:Jim Dezieck, Organizational Development Consultant, Massachusetts Institute of Technology, Cambridge, MassachusettsConnie Zimmerman, Lecturer, Department of BusinessCommunication, Marshall School of Business, University of Southern California
How to Take this Course
This course consists of text material for you to read and three types of activities (the pre-testand post-test, in-text exercises, and end-of-chapter review questions) for you to complete.These activities are designed to reinforce the concepts in the text material and to enable youto evaluate your progress.
Pre- and Post-tests
A pre-test and a post-test are included in this course. Take the pre-test before you study anyof the course material to determine the amount of prior knowledge you have of the subjectmatter.
The Text 
The most important component of this course is the text, for it is here that the concepts andmethods are presented. Reading each chapter twice will increase the likelihood of your understanding the text fully.We recommend that you work on this course in a systematic way. Only by reading the textand working through the exercises at a regular and steady pace will you get the most out of this course and retain what you have learned.In your first reading, concentrated on getting an overview of the chapter's contents. Read thelearning objectives at the beginning of the chapter first. They will act as guidelines to themajor topics of the chapter and will enumerate the skills you should master as you study thetext. As you read the chapter, pay attention to the headings and subheadings. Find thegeneral theme of each section and see how that theme relates to others. Don't let yourself get bogged down with details during the first reading; simply concentrate on rememberingand understanding the major themes.In your second reading, look for the details that underlie the themes. Read the entire chapter carefully and methodically, underlining key points, working out the details of the examples,and making marginal notations as you go. Complete the exercises.
In-text Exercises
Interspersed with the text in most chapters you will find a series of exercises. These take avariety of forms, including application exercises, assessments, and aCommunicationSkillsLog. Completing the exercises will help you to apply the course concepts and develop newskills.
The Review Questions
After reading a chapter and before going on to the next, work through the review questions.Answering the questions and comparing your own answers to those given will help yougrasp the major ideas of that chapter. If you perform these self-check exercisesconscientiously, you will develop a framework in which to place material presented in later chapters
Course Code 95098
 1.Which is an open-ended question?a.Do you think we will reach our sales goals this year?b.Can you finish the report by next Tuesday?c.What can you tell me about your experience?d.Have you ever facilitated a meeting?2.When you want to influence someone:a.be prepared with specifics to support and illustrate your position.b.use a forceful tone so the person knows you are serious.
c.make sure the person knows how you will benefit.d.use polite language so the person will not be offended.3.Which behavior best demonstrates that someone is listening?a.Nodding in agreement and saying, "Uh, huh," from time to timeb.Sitting in a slumped position, looking at the floor c.Asking for more information about what you have just saidd.Maintaining a neutral expression4.Which statement is the most accurate?a.Experienced presenters seldom, if ever, experience presentation fear.b.Speakers are most likely to experience presentation fear when peoplethey know are in the audience.c.One way to reduce presentation fear is to try not to think about thepresentation until you are actually in the room.d.People tend to experience less presentation fear when they identify thereasons for their anxiety.5.When people read written business communications, they usually:a.set aside the time to read every word.b.scan for the most important information.c.read only the first and last sentences.d.refuse to read anything longer than one page.6.If someone is having trouble finding the words to answer your question:a.gently mention that they are taking a lot of time.b.try to guess at what they are trying to say and help by saying it for them.c.offer them time to think.d.tell them you are moving on to the next question.7.Eye contact is important to successfulcommunicationbecause:a.it lets you know whether someone is telling the truth.b.it makes it seem as if you are interested, even if you are not.c.it forces the listener to pay attention.d.it establishes a connection between the speaker and the listener.8.Which closing meets the criteria for a useful closing?a.Your assistance and cooperation in this matter will be greatly appreciated.b.I will call next week to see if you would like to enroll your staff in our seminar.c.Your continuing relationship with this firm is welcomed.d.Should you desire additional information, please do not hesitate to contactthe undersigned.9.A good listener:a.tries not to offend people by asking what they meant to say, even if themessage is not clear.b.keeps a neutral expression on his or her face.c.asks clarifying questions as needed to be sure he or she has understoodthe speaker.d.paraphrases by repeating everything the speaker says.10.Which is a common reason that presentations go into overtime?a.The presenter talks too slowly.b.The audience keeps asking the presenter to repeat things.c.The audience insists on staying so they can ask questions.d.The presenter is trying to cover too much information.11.Which statement is the most accurate?a.If you have something negative to say, it is better not to say anything atall.b.Criticism is usually more effective when it is general instead of specific.c.As a rule, you can expect people to feel hurt if you criticize them.d.People benefit from helpful feedback and criticism.12.One reasoncommunicationcan be difficult is:

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