Communication Skills

Question 1

Identify sources that provide relevant, valid written material (CO:054) (PQ)

Answer 1

Government publications, reputable, news outlets, textbooks, and professional research paper

PROVEN test
Purpose
Relevance
Objectivity (fact, opinion, or marketing?)
Verifiability (AKA Accuracy) (make sure to cross-check info provided)
Expertise
Newness

Question 2

Extract relevant information from written materials (PQ)

Answer 2

Relevant information relates to the subject, and is true.

Skimming, then deciding whether to read in more detail, or to stick with what you’ve got
Scanning, looking for specific key words or phrases, then reading from there
Using an Index, allows you to find out where a topic is so you can go straight to the page
Using Word and Phrase search, electronic search methods to find relevant info and websites

Question 3

Apply Written Directions to Achieve Tasks

Answer 3

Read to understand all of the written instructions all the way through at least once.
Reread to comprehend what the instructions tell you to do.
Ask any questions you still have before starting.
Follow the written instructions without making assumptions.
Perform each step of the instructions in the exact order written.
Keep the instructions with you as you follow them.

Question 4

Analyze Company Resources to Ascertain Policies and Procedures.

Answer 4

Training information, company manuals, or employee handbook are provided by work mentors or supervisors.
Policies identify general rules (pay, days off, promotions/raises). They are made in advance by management to assist employees’ decision making. and relate to overall vision. They describe whom the rules apply to and why they exist.

Procedures provide more detailed step-by-step plans of how to carry out. Identify very specific employee actions like emergency and handling customer complaints.

Question 5

Explain communication techniques that support and encourage a speaker.

Answer 5

Nonverbal- sit up straight/lean toward to show interest/nod to signal listening.
Smiling, 55/38/7 formula

Active listening, verbal acknowledgement

Question 6

Follow oral directions

Answer 6

Maintain eye contact with the speaker, to focus and show respect. To follow oral directions you must carefully listen as the directions are presented. Repeat the words the speaker is saying in your head. Listen actively with internal monologue. As you hear the directions, take them into your head and silently repeat them to yourself. By doing this, you internalize the directions you are receiving. Paraphrase any difficult to understand sections. If the direction giver uses language structures or vocabulary that confuse you, reword the complex sections in your head. By translating the directions into more comfortable language silently you can increase your likelihood of retaining the information. At the end, mentally review all of the steps given to ensure that you remember all of the orally presented directions. Review the mental list you created at the conclusion of the direction giving. Ask yourself if the steps seem logical. If not, you have likely skipped a step. Ask for clarification. If you don’t understand something or you feel that you have forgotten part of the instructions, ask questions of the direction giver. By doing so before you begin the task you can avoid potential missteps or mistakes. Complete the described task. Move through your mentally prepared list of steps to complete the process as outlined in the orally presented directions.

Follow the steps exactly.

Question 7

Demonstrate active listening skills.

Answer 7

Active listening is a way of listening and responding to another person that improves mutual understanding.

1. Face the speaker. Sit up straight or lean forward slightly to show your attentiveness through body language.
2. Maintain eye contact.
3. Minimize external and internal distractions to focus on the speaker.
4. Respond appropriately to show that you understand. Murmur (“uh-huh” and “um-hmm”) and nod. Raise your eyebrows. Say words such as “Really,” “Interesting,” as well as more direct prompts: “What did you do then?” and “What did she say?”
5. Keep an open mind.
6. Avoid letting the speaker know how you handled a similar situation.
7. Even if the speaker is launching a complaint against you, wait until they finish to defend yourself. The speaker will feel as though their point had been made. They won’t feel the need to repeat it, and you’ll know the whole argument before you respond. Research shows that, on average, we can hear four times faster than we can talk, so we have the ability to sort ideas as they come in…and be ready for more.
8. Engage yourself. Ask questions for clarification, but, once again, wait until the speaker has finished. That way, you won’t interrupt their train of thought. After you ask questions, paraphrase their point to make sure you didn’t misunderstand. Start with: “So you’re saying…”

Question 8

Explain the nature of effective verbal communications.

Answer 8

Tailor to Audience
Appropriate tone and intonation
Clear and concise phrasing
Proper Pacing
Use visual aids to supplement message
Supporting with research and statistics helps to increase your credibility and chances of effectively communicating.

Interpersonal- talking with friends and having a family meeting. Important aspects include what you say and the atmosphere you’re in, especially when making a first impression.

Public speaking- formal version, speaking to a group of people. The purpose for public speaking can vary from sharing information to persuasion.

Question 9

Ask relevant questions

Answer 9

Explain your misunderstanding.
State what you know.
State what you don’t know.
Sound confident.
Speak as well as you can.
Always research first.
Keep calm.
Use the best spelling and grammar possible.
Think about what they said.
Ask for clarification when you need it.

Question 10

Interpret others’ nonverbal cues.

Answer 10

55 / 38 / 7 rule
55% of communication is body language, 38% is tone of voice, and 7% are the words themselves (93% nonverbal)

Notice overall signals. The way someone dresses and habits of grooming can convey clues about who they are, or how they wish to be perceived.
Pay attention to posture. This means more than just whether someone sits up straight. Leaning forward expresses interest in interacting with you. Turning away could mean that they do not want to continue the conversation.
Understand gestures. Some people pepper their conversation with hand motions to emphasize or enhance their verbal meaning. Gestures often convey the emotional intensity behind words.
Tune in to vocal tone. When a speaker’s voice becomes high-pitched, it usually indicates excitement or other emotional intensity. Lowering the voice may mean that the speaker is trying to appear more authoritative or influence you as a listener.
Watch the expression. Movements of the face, especially the eyebrows, can tell you how someone is reacting to you.

Question 11

Provide legitimate responses to inquiries

Answer 11

-Answer in a professional, friendly voice and state your role and company
Listen carefully to what they have to say
Use your knowledge, if unknown know when to escalate
Thank them for their time
-Gently take control of the conversation, keeping answers concise and focused on your product/service

Inquiries can be sincere or hidden (price is the hidden problem, customer complains about color)

Question 12

Give verbal directions

Answer 12

Chronological order if process, include tips and necessary info

Ensure that they understand by asking questions

Question 13

Employ communication styles appropriate to target audience (CS)

Answer 13

-eg if youth internet, social media,
-older- literary materials newspaper etc
-1 identify target audience 2 analyze message you want to communicate 3 calculate the cost 4 choose interactive channels if you want to monitor feedback

Question 14

Defend ideas objectively

Answer 14

Indicate the benefits. People scrutinize and want evidence when high risk. Base strictly on facts and accurate data; Justify decisions and defend without emotion.

Question 15

Participate in Group Discussions

Answer 15

-maintain eye contact
-friendly
-let other finish what they are saying
- don’t dominate the conversation
-take care of body language and cues
-exchange your views confidently when an opportunity comes to you
-disagree politely
-short and concise

Question 16

Facilitate (lead) group discussions (CO:201) (SP)

Answer 16

Make sure group understands it purpose and reason for discussion. Discussion is less productive without an end goal.

Let everyone speak and encourage with body language ask questions / offer ideas to advance the group discussions

Question 17

Make Oral Presentations

Answer 17

Know purposes- greet, inform, request, persuade, propose
Know audience- beliefs, values, interests? What they already know/need to know?

Organize thoughts around the subject

Be clear, brief, and direct. Speak at an appropriate volume and speed. Use inflection and tone of your voice to stress key ideas.

Make emotional contact with your audience, and make eye contact. Posture and body language that match your message.
Avoid fillerwords- uh and um.

Keep presentations as focused and relevant as possible; engage audience by asking for feedback; use visual aides such as slideshows and boards

Question 18

Utilize note-taking strategies (CS)

Answer 18

Help remember facts, keep attention focused. Don’t try to write down everything; focus on key words and main ideas. Distinguish objective information from instructor’s opinion. Summarize in your own words, legible.

Cornell
Visual
Outline

Question 19

Organize Information

Answer 19

Decide what’s important. Unneeded Info becomes clutter.

Charts, graphs, and diagrams can be used to organize data systematically.

Chronological, order of importance, spatial, compare and contrast, problem and solution, cause and effect

Question 20

Select and use appropriate graphic aids (CS)

Answer 20

goal is to make the data stand out on the page, and do make the data support the main purpose of the document as clearly and strongly as possible
-we want the reader to grasp the speakers ideas and opinions from their words, and then turn to the graphics for support of those ideas and opinions, sending them back to the words, and so on

-graphics must be visible, must not be too detailed as attention must be on text

Textual vs Visual Aids

Pie chart- illustrate as parts of a whole. Table- rows and columns. Bar graph- values across categories. Line graphs- info over time. Pictures- depending on purpose, realistic representation. 3D model ideal format to show audience of what something will look like once constructed. Flow chart- progression, decision making, outcomes

Question 21

Explain the nature of effective written communications.

Answer 21

Written communication is the most common form of business communication and therefore requires employees to write frequently and rapidly. “The words we write are very real representations of our companies and ourselves.” Janis Fisher Chan. Written communications allow an employee to receive instructions or information upon which to base decisions or take a specific action. Effective communication should answer questions, be relevant, focus on the end user, be specific, include examples, be tactful and accurate.

Knowing your audience, knowing your purpose organizes thoughts, and knowing your subject. State clearly with active language.
Inform, confirm, inquire, answer, or persuade.
Requires that you have in-depth knowledge of the subject and how to relate what you know to the intended audience. Visual elements should enhance

Question 22

Select and utilize appropriate formats for professional writing.

Answer 22

Depends on urgency, purpose of communication, type of information

Charts are graphics to summarize numerical data. Narrative writing is usually most appropriate to provide example to clarify. Formal email is not for urgent important matters.
Advertisements, emails, snail mail, manual writing, recommendations, proposals, papers, summaries, memo, business letters
Memo: short documents that normally communicate basic info, such as deadlines within an individual office or company, can be informal, keep as record
Business Letters: formal documents, external audience, can be used to apply for jobs or deliver information, should be constructed in standard letter format: date, address, salutation, body, closing, direct, concise =
Business plan: Define the work of an individual business or how it will operate, can also be a tool to request funding
Business proposal: documents that present an idea or service as a solution for an identified problem, define problem and explain proposed solution

Question 23

Edit and revise written work consistent with professional standards (CS)

Answer 23

Editing - changing of words (spelling, punctuation)
Revising - changing of ideas (organization, sentences)

Revise first

-consider after reading: is my purpose clear? Have I considered the questions and concerns of my audience? Have I written in a appropriate format? Have I included sufficient examples and supporting details? (clarity)
-examine as a writer: that your intro and conclusion are appropriate, that your paragraphs flow and are organized

-after, check for run on sentences, overused words, spelling and typos

Question 24

Write professional emails

Answer 24

Brief and descriptive subject, establishing the purpose of the email, recipients, attachment if needed

. If you are including multiple recipients, consider using the CC (carbon copy) field to keep the extra recipients in the loop without requiring them to respond

Greeting: Make it brief and friendly, and address the recipient by name if you know it. (avoid “to whom it may concern”) For instance, “Hi Jonathan” or “Greetings Ms. Childress” are both reliable introductions. The first name is preferable if you’re more familiar with the recipient, while you should use their last name if you want to be more formal.
Body: Start with your main point so no one has to hunt for it, and keep your writing concise and focused on the concerns of your audience. If you need a response from the recipient, make sure to include a call to action so they know how and why to respond. Also, if you’ve attached a file, be sure to mention it here.
Ending: Offer a quick farewell, such as “Thanks” or “Sincerely”, then give your name and contact information in case they have questions.

Question 25

Write business letters

Answer 25

formal, because are typically communication across businesses

Structure is very important

Opening: Include your mailing address, the full date (for example, July 30, 2017), and the recipient’s name, company, and address. Skip one line between your address, the date, and your recipient’s information.

Body: In the first paragraph, introduce yourself and the main point of your letter. Following paragraphs should go into the details of your main point, while your final paragraph should restate the letter’s purpose and provide a call to action, if necessary.

Closing: Recommended formal closings include “Sincerely” or “Yours truly.”

Signature: Skip four lines after the closing and type your name. Skip another line and type your job title and company name. If you’re submitting a hard copy, sign your name in the empty space using blue or black ink.
Enclosures: If you’re including documents with this letter, list them here.

The most common layout for a business letter is known as block format, which keeps all text left-justified and single spaced, except for double spaces between the paragraphs. This layout keeps the letter looking clean and easy to read.

Question 26

Write informational messages

Answer 26

Focus on the recipient, not sender. More likely to attract readers attention and communicate effectively. Start with “YOU”

Know your topic well
Consider your audience and your format
Keep it short and simple
Provide detail on topic

Question 27

Write inquiries

Answer 27

Request for information about prices, jobs, proposals, expertise/consultation. Let them know you appreciate their help/time. Don’t close with urgency.

1. Address
2. Date
3. Opening greeting
4. Reason for writing
5. Body: request for info
6. Closing: politely establish when you would like an answer
7. Closing: greeting and signature

Question 28

Write persuasive messages

Answer 28

People act to meet own needs. Show your reader why he/she has a need to do what you want.

Understand the audience.
Research both sides
Identify the most convincing evidence, as well as the key points for the opposing view.
Choose a side
(Counterargument)

Intro - opinion, reasons
Body - each reason in depth, how it relates to your opinion
Conclusion - restate reasons and opinion

Ethos, Logos, and Pathos to persuade

Question 29

Write an executive summary

Answer 29

Summarizes key points of a report to the reader at the beginning. Used when report is long and/or technical.
Reader decides whether to read further. Piques reader’s curiosity, 1-2 pages

Written after writing body of report. Avoids jargon, technical language, abbreviations, and slang. Accurate and error free.

Include problem and solution
Company overview and description, as well as market analysis

Order of appearance in report

Question 30

Prepare simple written reports

Answer 30

Be concise,
Well organised, and easy to follow
Using headings, sub-headings, and sections.
Specific formatting guidelines with respect to margins, spacing, and headings (APA, MLA styles)

Question 31

Explain how digital communications (e.g., email, text messages, chats) exposes business to risk (CO:202) (SP)

Answer 31

• Companies have grown to depend on Internet communication and web applications in ways unimaginable just a few years ago.
• Damage may include direct losses to damaged digital assets
  (websites can be hacked)

Cybercrime - interception of emails, etc.
Damaged PR - leaked information
- Lost income from compromised business activities

Question 32

Adapt written correspondence to targeted audiences (CO:203) (SP)

Answer 32

Appropriately written, terms they understand (less jargon, simpler vocabulary)

level of examples, omit superfluous information / include supplemental info

keep their attention

level of formality - informal for people who you know well

Question 33

Use data visualization techniques

Answer 33

Data visualization is the presentation of data in a pictorial format such as charts, graphs, and maps. These can be used to organize information systematically.

An infographic conveys complicated data in a visual format and is made up of several graphic elements like images and charts.

A heat-map is a representation of data values through color. One example is a risk matrix.
A dynamic model output shows the steps and results of a process.

Question 34

Describe the impact of a person’s social media brand on the achievement of organizational objectives (CO:205) (CS)

Answer 34

Social media can improve the public image of a person and allow them to connect with customers and advertise/market more effectively.

Question 35

Distinguish between using social media for business and personal purposes (CO:206) (CS)

Answer 35

Social media can be used personally to communicate with friends and family and professionally to promote products and events to potential clients.

Personal - informal
Business - formal, professional

Different audience: different nature of communication

Question 36

Describe the nature of staff communication

Answer 36

Upward: Subordinate -> manager (same dept.)
Downward: Manager -> subordinate (same dept.)
Horizontal: Same hierarchical level
Diagonal: Subordinate <-> manager (diff. depts.)
Grapevine: Circulation of rumors and unofficial info

–Create a culture of transparency and straightforwardness, to encourage staff communication
-nontransactional conversation with
-meet one on one
-group meetings to discuss goals, challenges or operating plan for the day
-group chat technology
-group document sharing technology
-emails and phone calls
-encourage feedback, reward feedback

Question 37

Choose and use appropriate channel for workplace communication (CO:092) (CS)

Answer 37

-formal communication channel= transmits organizational information, such as goals or policies and procedures. Messages in a formal communication channel follow a chain of command. This means that information flows from a manager to an employee. Examples of formal communication channels are newsletters, business plans, annual reports, and employer manuals.

Informal = fall outside of the formal chain of command structure. Examples of informal communication channels are quality circles, teamwork, and lunchtime in the cafeteria of an organization. Employees can still receive important organizational information but in a relaxed, informal atmosphere

Quality circles are groups of employees who regularly meet with the aim to solve problems, improve the quality control of products, and facilitate high standards in the workplace. The program develops teamwork and its voluntary nature aims to increase confidence and job satisfaction among members.

Question 38

Participate in Staff Meetings

Answer 38

Read important documents ahead of time and research in advance. Be prepared. Personal concerns shouldn’t be brought up but in private meetings. Ask questions for clarification, Take notes. Pay attention, don’t check email or be on the phone even in slow parts. Listen politely, respect others, and don’t criticize. Don’t dominate the conversation, i.e. let everyone speak. Keep comments brief, and defend objectively.

Question 39

Participate in problem-solving groups

Answer 39

e.g. Quality circles.

Make someone a leader
brainstorming time
listen to all ideas
discuss and decide on the best idea
discuss ways to implement idea