Professional Communication Skills Chapter 15 11/27/2018

Communication Customer relations Exchange of communication between senders & receivers Customer relations Use of communication skills to meet needs of customers 11/27/2018

Knowing your purpose Your overall goal or reason Purposes for speaking may include: Greeting customers Informing employees of a new policy Giving directions to a co-worker Requesting help or information Persuading a supervisor to make a change Last…without a clear purpose, you cannot communicate effectively. 11/27/2018

Know your audience Anyone who receives information Once you know your purpose in speaking, you need to know your audience. I.E. Who are my listeners? Co-workers, supervisors, customers What are my listeners’ beliefs, values, & interests? What do they already know about my subject? Last…your answers to these questions can help you develop a clear idea of your subject & purpose. In addition, when you know your listeners, you’re better able to reach them with your words & ideas. 11/27/2018

Know your subject Main topic or idea May require research but it’s well worth the time Using specific facts & examples will give weight to what you say 11/27/2018

Speaking: What’s your plan? Organizing what you want to say As you plan your message, ask yourself How does my subject relate to the listener’s needs? What’s my most important point? How can I make this point clearly? Using good speaking habits Inflection – pitch or loudness of your voice Pronunciation – way in which a word is spoken Enunciation – speaking of each syllable clearly & separately 2. No matter what technique you use, the best approach is to be clear, brief, & direct. 3. Which is more important: what you say or how you say it? Your delivery, style, & attitude are as important as your message. 11/27/2018

Telephone tips Active listening Taking notes Listening & responding with full attention to what’s being said Taking notes Helps you remember facts and keeps your attention focused 11/27/2018

Writing & reading Basic writing skills Using e-mail & fax machines When sending business e-mail & faxes, keep messages short & to the point Reading skills Previewing Skimming Taking notes 1. Much of the advice for speaking well applies to writing well: define your audience, purpose, & subject; be clear, direct, & organized. 11/27/2018