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Course Title: Communication Skills for Managers, Fifth Edition
Author: Janis Fisher Chan,
Provider: American Management Association
Price: $89.95
CEU Credits: 2
Level: Fundamental
Field Of Study: N/A
Prerequisites: None
Purchase This Course

Communication Skills for Managers Fifth Edition

Janis Fisher Chan


About This Course xi
How to Take This Course xiii
Pre-test xv

1. Communication: The Key to a Manager�s Success..... 1

Learning Objectives
What is �Communication�?
Why Managers Communicate
Why People Fail to Communicate Clearly

  • Lack of Time and Planning
  • Competing Messages
  • Differences in Knowledge, Perspectives, Needs, Expectations, Priorities, Status, Culture, and Gender
  • Assumptions
  • Fears
How Well Do You Communicate?
What it Takes to Communicate Clearly
  • Know and Respect Your Audience
  • Know Why You are Communicating
  • Know What You Want to Say
  • Pay Attention
  • Keep an Open Mind
  • Be Specific
  • Take Enough Time
Review Questions

2. Listening: The Foundation..... 11

Learning Objectives
Why Does Listening Matter?
What is Good Listening?
Obstacles to Good Listening

  • Noise
  • Distractions
  • Assumptions
  • Rehearsing
  • Impatience
  • Lack of Interest
  • Distrust
  • Differences in Status, Gender, and Culture
Listen Actively
  • Focus on the Speaker
  • Clarify as Needed
  • Paraphrase to Summarize Meaning and Content
How to Be a Better Listener
  • Have a Reason for Listening
  • Participate in the Process
  • Monitor Your Listening Behavior
  • Be Patient
  • When Appropriate, Take Notes
Review Questions

3. Getting Your Message Across..... 27

Learning Objectives
Strategies for Delivering Clear Spoken Messages

  • Know Your Audience
  • Know What You Want to Say and Why You Want to Say It
  • Keep Your Message Simple and Specific
  • Make Eye Contact with Listeners and Speak Slowly and Clearly Enough to be Understood
  • Choose the Right Time and Place
Making Sure That Listeners �Get� Your Message
  • Pay Attention to Verbal and Nonverbal Responses
  • Ask Questions as Needed to Check Out Your Perceptions of the Listener�s
  • Understanding
  • Ask the Listener to Summarize What You Have Said and Restate the Message as Needed
Conveying Clear Messages to Influence
  • Know Your Objective
  • Know and Respect the Other Party�s Needs, Interests, and Concerns
  • Be Prepared with Specifics to Support Your Position
  • Communicating Your Ideas in a Meeting

  • Think Through What You Plan to Say
  • Make Eye Contact with People in the Group
  • Speak Clearly, Concisely, and Distinctly
  • Be Prepared to Illustrate and Support Your Points
How to Give Criticism
  • See Criticism as Useful
  • Be Specific and Use Examples
  • Use �I� Messages
  • Focus on Behavior and Results, Not on Personalities or Personal Traits
  • Avoid Making Assumptions
  • Focus on Relevant Issues
Review Questions

4. The Art of Asking Questions..... 51

Learning Objectives
Why Ask Questions?

  • Asking Questions to Get Information
  • Asking Questions to Clarify Understanding
  • Asking Questions to Help People Think Things Through
  • Asking Questions to Encourage Participation in a Meeting or Team Effort
  • Asking Questions to Create or Maintain a Relationship
Types of Questions
  • �Closed-ended� Versus �Open-ended� Questions
  • Clarifying Questions
  • Probing Questions
  • Key Strategies for Asking Useful Questions
  • Know Why You�re Asking the Question
  • Ask the Right Type of Question
  • Be Sure the Question is Relevant, Necessary, and Appropriate
  • State the Question Clearly
  • Give People Time to Respond
  • Listen Attentively to Responses
How to Ask Questions During an Interview
  • Know Your Objective
  • Be Prepared
  • Choose the Right Time and Place
  • Establish Rapport
  • Ask the Right Questions and Listen Carefully
  • Using Questions to Encourage Participation in Meetings
  • Create a Safe Environment
  • Ask Specific, Open-ended Questions
  • Give Everyone a Chance to Participate
  • Send Out Questions Ahead of Time
Using Questions to Elicit Information in Difficult Situations
    Be Sure the Person Knows Why You are Asking Questions
  • Be Patient
  • Rephrase the Question
  • Let the Person Know You Appreciate and Value Their Responses
  • Remain Calm and Focus on the Issue
  • Ask Closed-ended Questions
Review Questions

5. Helping People Learn..... 73

Learning Objectives
Why Clear Communication is Important to Learning
How Adults Learn

  • Adults Actively Participate in the Learning Process
  • Adults are Respected for Their Experience and Knowledge
  • Adults Have Clear Learning Goals and Understand the Relevancy of What They are Learning
  • Adults Have Opportunities for Practice with Immediate Feedback
  • Adults are Allowed to Make and Learn from Mistakes
  • Efforts and Successes are Reinforced, Appreciated, and Supported
How to Help People Learn
  • Set the Stage
  • Establish Clear Learning Objectives
  • Break the Process into Segments or Steps
  • Demonstrate, Explain, and Teach the Segments or Steps in Sequence, and Provide Opportunities for Practice
Review Questions

6. On your Feet: Making Successful Presentations..... 83

Learning Objectives
Reasons for Making Presentations
How to Give Successful Presentations

  • Know Your Subject
  • Know Your Audience
  • Select the Right Information and Organize It Effectively
  • Start and End on Time
  • Speak so You Can be Heard and Understood
  • How to Manage the Question-and-Answer Session
How to Reduce Presentation Fear
  • Identify the Reasons for Your Fear
  • Focus on the Planning and Preparation Process
  • Take Care of Yourself
  • Arrive Early
  • Make Eye Contact with People in the Audience
  • Breathe
  • Use Silence
Review Questions

7. On the Page: What Is Good Writing?..... 97

Learning Objectives
Why Write?

  • Writing Leaves a Record
  • Writing Conveys Details Effectively
  • Writing is Efficient
  • Writing Can be More Precise than Speaking
What Is Good Business Writing?
  • Clear, Concise Main Point at the Beginning
  • Enough Information to Support and/or Explain the Primary Message
  • No Unnecessary Information
  • Information Organized so Readers Can Follow Points Easily
  • Sentences and Paragraphs Short Enough to Read Easily
  • Clear, Concise, Active, and Appropriate Language that Readers Can Easily Understand
  • Correct Grammar, Sentence Structure, Punctuation, and Spelling
Strategies for Communicating Clearly in Writing
  • Think About Your Reader
  • Identify Your Primary Purpose and Message
  • Decide What Information to Include and Organize it Logically
Review Questions

8. On the Page: How to Write Well..... 113

Learning Objectives
How to Help Readers Follow Points and Find Details

  • Use Short Sentences
  • Use Short Paragraphs
  • Use Lists
  • Use Headings
Write an Effective Opening and a Useful Closing
  • Writing Effective Openings
  • Write Useful Closings
Use Effective Language
  • Use Active Language
  • Use Concise Language
  • Use Specific Language
  • Use Plain English
Proofread for a Professional Image
  • How to Proofread
Review Questions

Appendix..... 133

Communication Skills Log

Bibliography..... 139
Post-Test..... 141
Index..... 147

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