Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
for Managers
Management Development
Program
Presented By
Communication Skills for Managers
Outline
I. INTRODUCTION
A. Presenter/United Behavioral Health
B. Topic
V. LISTENING TO BE HEARD
A. Active listening
B. Exercise: Listening
VIII. CLOSING
A. Exercise: Communication
B. Remaining handout
C. Questions
D. Evaluations
RIGHTS RESPONSIBILITIES
1. You have the right to be 1. You have the
treated with respect. responsibility to treat
others with respect.
Assertive Communication:
Direct, Honest, Respectful
Impact Cares more about Cares only for Doesn’t care Cares about self
others self about anybody and others
Feedback
Performance
Self-Talk
Self-Esteem
You can notice, control, and choose the messages you give to
others and influence their performance accordingly.
3. Questions to ask:
➤ Is it possible to change the situation or to compromise?
➤ If the situation cannot be changed, can you or the other person
accept it?
Used Taught/Addressed
Listening 45%
Least
Speaking 30%
Reading 16%
Most
Writing 9%
Listening:
45% of Communication
25% Efficiency
■ Speaking requires. . .
➤ sharp focus
➤ logical thinking
➤ clear phrasing
➤ crisp delivery
4. Suspending judgment
➤ Concentrate
➤ Keep an open mind
➤ Hear the person out
■ Fears
➤ Reluctance to confront
■ Authority relationships
■ Unmanaged stress
■ Corporate culture
✔ Improved self-confidence
✔ Improved relationships
✔ Less stress
3. Identify the steps you could take to effectively resolve the problem:
1. Proofread aloud everything going out. By reading aloud, your ear will catch
mistakes your eye misses.
2. Make no assumptions. The ideas you are presenting must be explained in full to
be understood. PEOPLE READ ONLY WHAT IS ON THE PAGE.
3. Do not lecture. Write only what must be understood to make the proper decision
or choice.
4. Rough draft all important letters and reports. Check them for content, sequential
development of ideas, and conciseness.
5. Always put yourself in the “other person’s shoes” and ask yourself, “Would I
want to read this letter or report? Why? Does it say something of value and real
importance to me?”
6. Many people are too busy to read carefully. Be sure your ideas are clear and
easy to follow. As a general rule, the most effective manner in which to develop
an idea is:
ConceptBenefitExampleData
This method leads your reader to the conclusion you want because the
conclusion is already clearly stated as the concept (hypothesis). Your examples
and data are support for the conclusion.
7. Define all “terms” and eliminate vague pronouns. These two traps cause more
problems in writing than any other set of conditions.
8. Grammar, punctuation, and spelling should be perfect. Use a dictionary -- either
a good unabridged volume or the “spelling checker” version on your computer.
9. Plan your time to allow for proofreading and correcting. When your success
depends upon the quality of your letters and reports, there are no excuses for
ineptitude. There is no substitute for EXCELLENCE!