Professional Documents
Culture Documents
Communication
1. __ I communicate the right message to the right person at the right time.
2. __ I project self-confidence and speak confidently.
3. __ I listen intently and check that I have understood before I reply.
4. __ I think carefully about a message before I decide how to communicate it.
5. __ I welcome feedback about my communication.
6. __ I try to exclude personal prejudices of all kinds when judging others.
7. __ I am constructive and civil when I meet others.
8. __ I take time to give people the information they need and want.
9. __ I use one-to-one meetings for reviews of performance and coaching.
10. __ I question people to find out what they think and how they are getting on.
11. __ I hand out written briefs that give all pertinent information on a task.
12. __ I use professional phone techniques to improve my communication.
13. __ I communicate via all available electronic media.
14. __ I apply the rules of good writing to external and internal communication.
15. __ I use an effective system of note-taking for minutes, interviews and
16. research.
17. __ I test important letters and documents on reliable critics before finalizing.
Total: ___
Tom Heller/Tim Hindle, Assessing Your Communication Skills
Essential Manager’ Manual, The American Edition, January 2008
Total: ___
Assessing Your Communication Skills
32-64
You are not communicating effectively or enough. Listen
to feedback and try to learn from your mistakes.
65-95
Your communication performance is patchy. Plan to
improve your weaknesses.
96-128
You communicate extremely well, but remember that you
can never communicate too much.
PROFESSIONALISM
How and When You Communicate Reflects on Your Role as a Professional
Professional etiquette- one of the easiest ways to improve and enhance the
perception others have of you is to use Professional etiquette.
Decision Making
Achieve mutual understanding.
Develop relationships.
Communication Barriers
Different wants, needs, attitudes…
Barrier-Cause-Solution-Responsible Staff
Choosing a Communication Method
Spoken Word
Communication that is effective only
when it is heard by the right people.
Symbolic Gestures
Any positive or negative behavior
that can be seen or heard by the
intended target.
Visual Images
Images that can be perceived by a
target group.
Multi-media
A combo of different methods above,
often involving IT.
(Information Technology)
Methods of Communication
Type of Examples: Usefulness:
Communication:
Written Word Letters, Memos, Written word is the basis
In any language and in Reports, Proposals, of organizational
various media, the Notes, Contracts, communication and is
written word is basic to Summaries, Agendas, used because it is
literate societies. Notices, Regulations, relatively permanent and
Minutes, Plans, accessible.
Discussion, Documents.
“Three Rules”
1. Be clear in your own mind about what you want to say.
2. Deliver message in a few accurate words.
3. Ensure that the message is clearly and correctly
understood.
Examples:
“I am afraid I did not quite catch what you stated, would you mind
repeating it please?”
“I am aware that this is not your field, but I would be very interested
in hearing your opinion.”
Tips:
Face the individual without fear and listen to the message.
Tilting your head slightly demonstrates you are listening.
How you listen conveys meaning to other individuals and
helps to make exchange successful.
Show Attentiveness and use silence to encourage hesitant
speakers or speak, but do not dominate conversation.
Keep it brief, repeat key words silently to yourself to
remember what is said. Ask if you can take mini notes in
office setting.
Learning to Listen…
Think about the words you hear, not the person saying them…
Responding to individual(s)
Step 3. Act
Questions? How you ask is important.
Know which questions to ask, it will help you get the
right answers.
Right answers generate knowledge and
understanding.
Why? What? How? When? Questions needed to
manage your job more effectively.
Asking questions- seeking specific answers requires
specific questions.
Use open-end questions to gain insight into
character.
Do not be afraid to pause while thinking of your next
question.
Questions? How you ask is important.
Write list of questions prior to meeting.
Facilitating Meetings- prepare list of answers and
check off questions and write new questions.
Best meets your aims, initiate discussions, gains
specific info, attain specific end, sends command
cloaked as query, ask questions until satisfied.
TONE…part of communication
Speak with natural tone to create warm environment.
Harshly-anger … Softly-sympathy … wrong tone-
counterproductive response
Unintentional sharpness, too conciliatory, steers
individuals toward agreement by using optimistic
and confident tone of voice.
Prejudice Blocks Effective Communication
Recognize Prejudice
Thank you