Communication

Skills
(CO)

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

Extract relevant information from written materials (PQ)
Apply written directions to achieve tasks (PQ)
Analyze company resources to ascertain policies and procedures (CS)
Explain communication techniques that support and encourage a speaker (PQ)
Follow oral directions (PQ)
Demonstrate active listening skills (PQ)
Explain the nature of effective verbal communications (PQ)
Ask relevant questions (PQ)
Interpret others' nonverbal cues (PQ)
Provide legitimate responses to inquiries (PQ)
Give verbal directions (PQ)
Employ communication styles appropriate to target audience (CS)
Defend ideas objectively (CS)
Handle telephone calls in a businesslike manner (CS)
Participate in group discussions (CS)
Facilitate (lead) group discussions (SP)
Make oral presentations (SP)
Utilize note-taking strategies (CS)
Organize information (CS)
Select and use appropriate graphic aids (CS)
Explain the nature of effective written communications (CS)
Select and utilize appropriate formats for professional writing (CS)
Edit and revise written work consistent with professional standards (CS)
Write professional e-mails (CS)
Write business letters (CS)
Write informational messages (CS)
Write inquiries (CS)
Write persuasive messages (SP)
Write executive summaries (SP)
Prepare simple written reports (SP)
Explain how digital communications (e.g., email, text messages, chats) exposes business to
risk (SP)
Adapt written correspondence to targeted audiences (SP)
Use data visualization techniques (e.g., infographics, linked charts, etc.) (SP)
Describe the impact of a persons social media brand on the achievement of organizational
objectives (CS)
Distinguish between using social media for business and personal purposes (CS)
Explain the nature of staff communication (CS)
Choose and use appropriate channel for workplace communication (CS)
Participate in a staff meeting (CS)
Participate in problem-solving groups (CS)

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

Fact vs. Opinion

Factors:
Validity of Research
Relevance
Timeliness
Author
Evidence Supporting a Claim
Check Materials Sources

Extract relevant information from written materials (PQ)

The reader must have:

background vocabulary
language competence
knowledge
experience necessary to comprehend the message
of these, vocabulary is the most important factor in the ability to comprehend
Strategies for extracting relevant information:
One method is to use pre-reading assistance devices
Another is to identify the main idea in a passage or paragraph

Apply written directions to achieve tasks (PQ)

1. Read all of the written instructions all the way through at least once.
2. Understand the written instructions.
3. If you have a question reread the instructions or the part you do not understand.
4. Comprehend what the instructions tell you to do.
5. Do not start to follow the instructions until you are completely clear with them.
6. If necessary, call the person who wrote the instructions and ask any questions you still have.
7. Follow the written instructions.
8. Perform each step of the instructions in the exact order written.

Analyze company resources to ascertain policies and procedures (CS)

Company policies can be obtained through training

information, company manuals, work mentors, and
supervisors.
Policies to consider are topics of pay, sick/vacation time,
promotions and raises, and the companys health and
safety procedures.
Company policies should be read thoroughly for complete
understanding.

Explain communication techniques that support and encourage a speaker (PQ)

Communication techniques include using your own body language and facial
expressions to respond to the speaker.
Sit up straight or lean toward the speaker to show that you are interested
React to the speaker with comments or questions.
Taking notes keeps you involved in listening to the speaker and shows your
level of interest.
Maintain eye contact and minimize distracting thoughts and activities.

Follow oral directions (PQ)

Maintain eye contact with the speaker.

Repeat the words the speaker is saying in your head.
Review the mental list you created at the conclusion of the direction giving.
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.
Complete the described task.

Demonstrate active listening skills (PQ)

Demonstrating active listening skills includes

making eye contact
identifying a purpose
asking clarification questions
providing feedback

Explain the nature of effective verbal communications (PQ)

Effective verbal communications includes:

1. Showing respect
2. Knowing the purpose of why you are speaking
3. Using your voice effectively
4. Using enumeration where appropriate
5. Providing examples

Ask relevant questions (PQ)

Explain your misunderstanding

State what you know
State what you don't know
Sound confident
Speak as well as you can
When you can, research first
Keep calm
Use the best spelling and grammar possible
Think about what they said
Ask for clarification when you need it

Interpret others' nonverbal cues (PQ)

NV Cues: Not directly from whats being said

tone of voice
emphasis
body language

Provide legitimate responses to inquiries (PQ)

When responding to guests, it is important to use effective listening techniques,

such as the following:
Identify the purpose of the message
Give feedback to show understanding
Ask appropriate questions to gather more information
Watch for verbal cues
Try to satisfy the customers need as quickly as possible

Give verbal directions (PQ)

Get your audiences attention

Maintain eye contact
Give information in chunks
Be specific
Give some context for the direction
Give concrete rather than abstract examples
Encourage listeners to repeat your instructions

Employ communication styles appropriate to target audience (CS)

Identify your target audience.

Find out the job titles of the people who make or influence decisions about purchasing the type
of products you supply.
Review the media information packs of magazines and newspapers that claim to reach your
target audience.
Draw up a shortlist of publications you could use for advertising or editorial coverage.
Ask the sales team if they meet the key decision makers face-to-face.
Consider how you could use your website to communicate with the audience.
Companies use the Internet to gather preliminary information when they are considering a
purchase.

Defend ideas objectively (CS)

Try not to be defensive.

Be prepared.
Consider who will say what and why.
Develop comeback arguments to address concerns.
Be generous. Compliment others for the constructive feedback they are offering.
Others might be petty, but you are one who takes the high road.

Handle telephone calls in a businesslike manner (CS)

Formal Greeting (Good morning, evening, afternoon)

Name of business, department
Answer promptly, take messages, use hold button

Participate in group discussions (CS)

Speak
Dont be afraid of bad ideas
Maintain organization
Have a facilitator

Facilitate (lead) group discussions (SP)

Encourage participation
Let everyone speak
No bad ideas
Create a safe discussion environment
Ask questions rather than answering them
have group answer them
Handle difficult people
off track
disagree with everything
talks too little/much

Make oral presentations (SP)

Start off by knowing your purpose for speaking.

Next you need to know your audience.
Next you must know your subject and organize your thoughts.
Good speaking skills are important, and your delivery, style, and attitude are as
important as your message.
Try to make emotional contact with your audience, and make eye contact.
Use posture and body language that match your message. Avoid nonwords, such
as uh and um. Pronounce words correctly and enunciate clearly. Project
enthusiasm and a positive attitude.

Utilize note-taking strategies (CS)

Do not try to write down everything that is said; focus on

key words and main ideas.
Jot down summaries in your own words.
Take note of actions you need to take. Use bulleted lists,
asterisks, and arrows to show relationships among ideas.

Organize information (CS)

First of all, you must decide if a piece of information is important. I

Put information you will look at later in a file or folder. Categorize information
by type and label each file or folder.
Maintain your files on a regular basis.
Organize your writing by using a logical order, such as chronological order or
order of importance.
Use heading and subheadings when writing longer documents.

Select and use appropriate graphic aids (CS)

Visual Appeal, Clarity

Can be tabular, schematic, or pictorial
Find What Needs Visual Support
Check Relevance

Explain the nature of effective written communications (CS)

Janis Fisher Chan - The words we write are very real representations of our
companies and ourselves
Effective Communication:
Answer Questions
Be Relevant
Focus on End User
Be Specific
Include Examples
Be tactful and accurate

Select and utilize appropriate formats for professional writing (CS)

Letter

Heading (Own Address)

Date
Inside Address
Salutation
Body
Complimentary Close
Signature
Typed Name

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

Professional Standards: Review 3 Times

Editing Content:
Stick to point (Concise)
Style/Readability:
Tone
Word Choice
Fog Index = # Years of Schooling Required to read passage
([Avg. Words per Sentence]+[% of Long words(3+ Syllables)]) * 0.4
Avoid Offensive Phrases

Write professional e-mails (CS)

5 sentences
greeting
a compliment or pleasantry
the reason for your email
a call to action
a closing message
signature

Write Business Letters (CS)

Heading (Own Address)

Date
Inside Address
Salutation
Body
Complimentary Close
Signature
Typed Name
Avoid fancy words
Be polite
Proofread

Write informational messages (CS)

Brevity
Main Point
Details
Close

Write inquiries (CS)

Means of obtaining information about something

A. Greet
B. Giving Reference: With reference to your advertisement (ad) in...
C. Regarding your advertisement (ad) in ...
D. Requesting a Catalog, Brochure, Etc.: After the reference, add a comma and continue - ... , would
(Could) you please send me ...
E. Requesting Further Information: I would also like to know ...
F.

Could you tell me whether ...

Write persuasive messages (SP)

People act in order to have their own needs met.

To plan a persuasive document, first identify your objective.
Then identify the main idea to show that the requested action will meet the readers needs.
Determine the supporting information that will convince the reader to do what you wish.
Finally, adjust the content to the reader, considering his/her values and concerns.
Organize a persuasive document by
1) gaining the readers attention
2) showing the reader that he/she has a need
3) explaining your solution to that need
4) present the supporting information
5) end by asking for a specific action

Write executive summaries (SP)

An executive summary may also be called an abstract or a synopsis.

Its purpose is to summarize the key points of a report to the reader.
The format of an executive summary should match the main report.
If the report is written in direct order, write the executive summary in direct
order.
An executive summary is typically a one-page document.
The formatting may not match exactly the report that follows.

Prepare simple written reports (SP)

Two types of simple written reports exist.

formal/informal
direct/indirect order
The steps in planning both formal and informal reports are to:
1) identify the problem
2) decide on areas to investigate
3) determine the scope
4) plan the research
5) develop a preliminary outline
6) collect the data
7) analyze the data, draw conclusions, and make recommendations
Three parts of an informal report include opening, body, and closing. The parts of a formal report are the preliminary parts, body,
and supplementary parts. Most formal reports follow specific formatting guidelines with respect to margins, spacing, and headings.

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

Miscommunication (bad PR)

Hackers

Adapt written correspondence to targeted audiences (SP)

Once you've identified your audience and thought about the

best way to appeal to them in your writing, it's often helpful
to make a very informal list of what your audience already
knows, what they need to know, why they need to know it,
and how you can help them.

Use data visualization techniques (e.g., infographics, linked charts, etc.) (SP)

Charts/Graphs
Line Chart - Show Change over Time
Bar Chart - Compare Multiple Sizes
Pie Chart - Compare Parts to a Whole
Flow Chart - Show Conceptual Relationships
Increase Understanding+Appeal

Describe the impact of a persons social media brand on the achievement of

organizational objectives (CS)

Social Media is huge

Promotion
People need to post about experience
use social media for sharing
can help show organizations true colors
if good, good

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

Social Media in Business

Marketing
Communication
Personal Social Media
Share experiences with friends

Explain the nature of staff communication (CS)

Purpose
Increase understanding of goal
Foster teamwork

Choose and use appropriate channel for workplace communication (CS)

Channels:

E-mail
Instant messaging
Intranet
Newsletter
Meetings

Bad:

Social media (distracting)

Telephone (loud)

Participate in a staff meeting (CS)

Prepare
Contribute
Dont Dominate
Think before speaking/debating

Participate in problem-solving groups (CS)

Begin by allowing each party of a dispute to define the problem from his/her point of view.
Then, allow each one to suggest a solution to the problem.
Next, those options should be evaluated, so each party can explain what they can and cannot accept.
To overcome the differences, parties to a problem may have to think creatively and compromise.
Compromising means that each party will agree to give something up in order to settle a dispute.
Conflict-resolution is done best when solutions are found that will allow each side of a dispute to save
face and create the least amount of ill will.
Sometimes, parties in a dispute may have to seek mediation or arbitration from an independent third
party.

Case Study
Paul had received his education in a typical French school environment, which was heavy on
written assignments and very light on oral engagement. Therefore his English grammar and
vocabulary were excellent, but because of his heavy French accent, he was often
misunderstood. In addition, he used so many gestures while speaking that it made him look
over-excited and distracted listeners from what he was saying. His presentations usually
had a lot of bullet points confusing, unclear, boring instead of a clear graphic or image
that people could easily understand.
In fact, unfortunately he relied on his PowerPoint to do the presentation for him instead of
speaking freely and persuasively and engaging his audience. He committed a major sin by
reading his text word for word, sometimes even with his back to his audience.
Suggest Improvements for Paul to Make in his Communication

Possible Answers

Practice Oral Presentations

Regulate hand gestures

Slow down and enunciate words to reduce accent-confusion

Use relevant graphic aids

Images where needed
Graphs where needed

Practice Brevity in Content Creation

Limit Slide Content

5 Bullets, 5 Words per Bullet

Force himself to memorize presentation

Practice Maintaining Eye Contact throughout the

Presentations