Chapter 15: Communicating Flashcards
Improving Sender Skills
To start:
be aware that honest, direct, straight talk is important but all too rare. People should be able to identify your perspective, your reasoning, and your intentions.
improve your skills by making persuasive presentation, writing, language use, and sending nonverbal messages.
Presentation and Persuasion Skills
persuasion: process of learning from each other and negotiating a shared solution.
most powerful and persuasive messages are simple and informative, are told with stories and anecdotes, and convey excitement.
Writing Skills
more than correct spelling, punctuation, and grammar.
require clear, logical thinking.
strive for clarity, organization, readability, and brevity.
avoid sarcasm or caustic humor.
Language
word choice can enhance or interfere with communication effectiveness.
simplicity usually helps.
consider the receiver’s background - and adjust language accordingly.
also consider culture and cultural differences
Nonverbal Skills
actions speak louder than words
in conversation, give nonverbal signals that express warmth, respect, concern, a feeling of equality, and a willingness to listen.
use time appropriately. Devote sufficient time to your meetings with them and communicate frequently with them to signal your interest in their concerns.
make your office more conducive to open communication (avoid the separations - like a desk)
remember body language; facial expression and tone of voice can account for much of the communication between two people.
Improving Receiver Skills
Listening
a NEED in modern business; not as easy as most people think.
Reflection: process by which a person states what he or she believes the other person is saying.
Table 15.2 - 10 keys to effective listening
Reading
read memos and email as soon as possible before it’s too late to respond. read slow and carefully.
Observing
“you can observe a lot by watching” - yogi berra
vital source of useful observations comes from personally visiting people, plants, and other locations to get a firsthand view.
boundarylessness organization
one in which no barriers to information flow exist. Instead of separating people, jobs, processes, and places with boundaries, ideas, information, decisions, and actions move to where they are most needed.
