book

Communication Skills for Managers, Fifth Edition

Name: Communication Skills for Managers, Fifth Edition
Author: Janis Fisher Chan
ISBN: 9780761213383

by Janis Fisher Chan

August 2002

Beginner

149 pages

4h 11m

English

AMA Self-Study

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Cover Page
Title page
Copyright Page
Contents
About This Course
How to Take This Course
Pre-test
1. Communication: The Key to a Manager’s Success
Learning ObjectivesOverviewWhat is “Communication”?Why Managers CommunicateWhy People Fail to Communicate ClearlyLack of Time and PlanningCompeting MessagesDifferences in Knowledge, Perspectives, Needs, Expectations, Priorities, Status, Culture, and GenderAssumptionsFearsHow Well Do You Communicate?What it Takes to Communicate ClearlyKnow and Respect Your AudienceKnow Why You are CommunicatingKnow What You Want to SayPay AttentionKeep an Open MindBe SpecificTake Enough TimeRecapReview Questions
2. Listening: The Foundation
Learning ObjectivesOverviewWhy Does Listening Matter?What is Good Listening?Obstacles to Good ListeningNoiseDistractionsAssumptionsRehearsingImpatienceLack of InterestDistrustDifferences in Status, Gender, and CultureListen ActivelyFocus on the SpeakerClarify as NeededParaphrase to Summarize Meaning and ContentHow to Be a Better ListenerHave a Reason for ListeningParticipate in the ProcessMonitor Your Listening BehaviorBe PatientWhen Appropriate, Take NotesRecapReview Questions
3. Getting Your Message Across
Learning ObjectivesOverviewStrategies for Delivering Clear Spoken MessagesKnow Your AudienceKnow What You Want to Say and Why You Want to Say ItKeep Your Message Simple and SpecificMake Eye Contact with Listeners and Speak Slowly and Clearly Enough to be UnderstoodChoose the Right Time and PlaceMaking Sure That Listeners “Get” Your MessagePay Attention to Verbal and Nonverbal ResponsesAsk Questions as Needed to Check Out Your Perceptions of the Listener’s UnderstandingAsk the Listener to Summarize What You Have Said and Restate the Message as NeededConveying Clear Messages to InfluenceKnow Your ObjectiveKnow and Respect the Other Party’s Needs, Interests, and ConcernsBe Prepared with Specifics to Support Your PositionCommunicating Your Ideas in a MeetingThink Through What You Plan to SayMake Eye Contact with People in the GroupSpeak Clearly, Concisely, and DistinctlyBe Prepared to Illustrate and Support Your PointsHow to Give CriticismSee Criticism as UsefulBe Specific and Use ExamplesUse “I” MessagesFocus on Behavior and Results, Not on Personalities or Personal TraitsAvoid Making AssumptionsFocus on Relevant IssuesRecapReview Questions

4. The Art of Asking Questions
Learning ObjectivesOverviewWhy Ask Questions?Asking Questions to Get InformationAsking Questions to Clarify UnderstandingAsking Questions to Help People Think Things ThroughAsking Questions to Encourage Participation in a Meeting or Team EffortAsking Questions to Create or Maintain a RelationshipTypes of Questions“Closed-ended” Versus “Open-ended” QuestionsClarifying QuestionsProbing QuestionsKey Strategies for Asking Useful QuestionsKnow Why You’re Asking the QuestionAsk the Right Type of QuestionBe Sure the Question is Relevant, Necessary, and AppropriateState the Question ClearlyGive People Time to RespondListen Attentively to ResponsesHow to Ask Questions During an InterviewKnow Your ObjectiveBe PreparedChoose the Right Time and PlaceEstablish RapportAsk the Right Questions and Listen CarefullyUsing Questions to Encourage Participation in MeetingsCreate a Safe EnvironmentAsk Specific, Open-ended QuestionsGive Everyone a Chance to ParticipateSend Out Questions Ahead of TimeUsing Questions to Elicit Information in Difficult SituationsBe Sure the Person Knows Why You are Asking QuestionsBe PatientRephrase the QuestionLet the Person Know You Appreciate and Value Their ResponsesRemain Calm and Focus on the IssueAsk Closed-ended QuestionsRecapReview Questions
5. Helping People Learn
Learning ObjectivesOverviewWhy Clear Communication is Important to LearningHow Adults LearnAdults Actively Participate in the Learning ProcessAdults are Respected for Their Experience and KnowledgeAdults Have Clear Learning Goals and Understand the Relevancy of What They are LearningAdults Have Opportunities for Practice with Immediate FeedbackAdults are Allowed to Make and Learn from MistakesEfforts and Successes are Reinforced, Appreciated, and SupportedHow to Help People LearnSet the StageEstablish Clear Learning ObjectivesBreak the Process into Segments or StepsDemonstrate, Explain, and Teach the Segments or Steps in Sequence, and Provide Opportunities for PracticeRecapReview Questions
6. On your Feet: Making Successful Presentations
Learning ObjectivesOverviewReasons for Making PresentationsHow to Give Successful PresentationsKnow Your SubjectKnow Your AudienceSelect the Right Information and Organize It EffectivelyStart and End on TimeSpeak so You Can be Heard and UnderstoodHow to Manage the Question-and-Answer SessionHow to Reduce Presentation FearIdentify the Reasons for Your FearFocus on the Planning and Preparation ProcessTake Care of YourselfArrive EarlyMake Eye Contact with People in the AudienceBreatheUse SilenceRecapReview Questions
7. On the Page: What Is Good Writing?
Learning ObjectivesOverviewWhy Write?Writing Leaves a RecordWriting Conveys Details EffectivelyWriting is EfficientWriting Can be More Precise than SpeakingWhat Is Good Business Writing?Clear, Concise Main Point at the BeginningEnough Information to Support and/or Explain the Primary MessageNo Unnecessary InformationInformation Organized so Readers Can Follow Points EasilySentences and Paragraphs Short Enough to Read EasilyClear, Concise, Active, and Appropriate Language that Readers Can Easily UnderstandCorrect Grammar, Sentence Structure, Punctuation, and SpellingStrategies for Communicating Clearly in WritingThink About Your ReaderIdentify Your Primary Purpose and MessageDecide What Information to Include and Organize it LogicallyRecapReview Questions
8. On the Page: How to Write Well
Learning ObjectivesOverviewHow to Help Readers Follow Points and Find DetailsUse Short SentencesUse Short ParagraphsUse ListsUse HeadingsWrite an Effective Opening and a Useful ClosingWriting Effective OpeningsWrite Useful ClosingsUse Effective LanguageUse Active LanguageUse Concise LanguageUse Specific LanguageUse Plain EnglishProofread for a Professional ImageHow to ProofreadRecapReview Questions
Appendix
Communication Skills Log
Bibliography
Post-Test
Index

Overview

The ability to communicate clearly is the critical core competency for successful managers at all levels and in all industries. This self-study course is your guide to business communication that delivers the message?whether written, spoken, in person or via e-mail--with respect for the receiver.This solid overview of all facets of business communication offers numerous opportunities to practice and apply your new skills and a log to track your improvement.

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