1. The Communication Qualities
Effective Communication
Unit 2
English 11/12

2. Courtesy & Mutual Regard
What is courtesy?
Courtesy is the sincere expression of concern, respect, and goodwill.
Courtesy is shown through actions and words.

3. Courtesy & Mutual Regard
Exchange greetings or salutations
Reflects interest and positive interactions
Use of appropriate tone

4. Courtesy & Mutual Regard
Friendly Expectations
Each person has a role to play
If expectations are not met, a person may feel something is wrong.
Cooperation
If you show you have the same goals, people will know that you are willing to cooperate.
Promptness
Reply must be returned in a reasonable amount of time.
Showing Goodwill
Appreciation, Attention, Reassurance, Good wishes, sympathy, Concern

5. Consideration

6. Consideration & Tone Friendly tone welcomes
Unfriendly tone fractures communication
How to build a foundation of consideration:
Showing assistance
Giving special assistance to a person’s feelings
Demonstrate helpfulness

7. Consideration & Tone I – Attitude You – Attitude
Showing personal interests instead of having the focus on them.
Use of personal pronouns (I, me, my, mine, our, we)
I (like, think, expect, am)
My (thoughts)
When you focus attention on them and their interests.
Using the word you appropriately
Your (report, suggestions, etc.)
You (thank, did, completed)

8. Consideration & Tone Using I and You
I shows selfishness and personal priorities
You can make others defensive
A writer and speaker must be sensitive to a receiver’s feelings and/or expectations

9. Consideration & Tone Insensitive Sensitive
You forgot to sign this check.
You did not finish the project on time.
You failed to communicate the instructions.
The check was not signed.
The project was not completed on time.
The instructions were not communicated.

10. Equal Treatment
When communicating it is very important to show equal treatment.
Pronouns
Always refer to both sexes/genders
Ex: Each employee said she or he could attend a 3:00 pm meeting.
Remain gender neutral by using plural antecedents
Ex: All employees said they could attend a 3:00 pm meeting.

11. Equal Treatment Neutral Nouns Always avoid a sexist tone
Sexist Phrasing
Ex: Each teacher strives to motivate her students.
Nonsexist Phrasing
Ex: Each teacher strives to motivate his or her students.

12. Consideration Names and Titles
Addressing people exactly in the form they use/expect.
Use titles but also preferences
Dr., Miss, Ms. Mrs., first name, nicknames, professional courtesies
Use Dr. before the name of someone who holds a doctoral degree.
Ex: Mrs. Andrea Flocken, now Dr. Andrea Flocken
Only use nicknames in informal conversations
Address teachers by proper title (Miss, Mrs. Mr., Ms.)
Use Ms. if you are unsure of proper title