1. Professional Communication Skills
Chapter 15
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2. Communication Customer relations
Exchange of communication between senders & receivers
Customer relations
Use of communication skills to meet needs of customers
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3. 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.
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4. 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.
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5. 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
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6. 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.
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7. 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
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8. Writing & reading Basic writing skills Using e-mail & fax machines
When sending business & 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.
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