Janis Fisher Chan

Contents

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
Overview
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

• 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

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

Learning Objectives
Overview
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

• Focus on the Speaker
• Clarify as Needed
• Paraphrase to Summarize Meaning and Content

• Have a Reason for Listening
• Participate in the Process
• Monitor Your Listening Behavior
• Be Patient
• When Appropriate, Take Notes

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

Learning Objectives
Overview
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

• 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

• 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

• 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

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

Learning Objectives
Overview
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

• �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

• 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

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

5. Helping People Learn..... 73

Learning Objectives
Overview
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

• 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

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

Learning Objectives
Overview
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

• 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

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

Learning Objectives
Overview
Why Write?

• Writing Leaves a Record
• Writing Conveys Details Effectively
• Writing is Efficient
• Writing Can be More Precise than Speaking

• 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

• Think About Your Reader
• Identify Your Primary Purpose and Message
• Decide What Information to Include and Organize it Logically

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

Learning Objectives
Overview
How to Help Readers Follow Points and Find Details

• Use Short Sentences
• Use Short Paragraphs
• Use Lists
• Use Headings

• Writing Effective Openings
• Write Useful Closings

• Use Active Language
• Use Concise Language
• Use Specific Language
• Use Plain English

• How to Proofread

Appendix..... 133

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

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