1. Chapter 7 Professional and Social Communication

2. Social and Professional Communication
#1IC- Effective communication takes into consideration the people involved, the type of message, and the circumstances.
#1B- The most successful people are often those who use sound judgment and sensitivity, whatever the situation might be.
Social communication is communication that occurs in your personal and your community life.
Professional communication is communication that takes place on the job or is related to your career.
#2B- Knowing what to do when is a sign of a person who is smart and who wishes to be in charge of a situation.
Protocol means a specific “code or system of conduct” that is followed.
“Chain-of-command” refers to the correct order of communicating with people at work. It is sometimes called business protocol.

3. Social and Professional Communication
Studies show that 70% of our day is spent interacting with others.
#2IC- You can show people they matter to you by having eye contact, shaking hands, introducing them to others, and using preferential talking.
The word courtesy means treating people politely.
The word tact means that you treat situations diplomatically. You try to say what is most fitting, based on the occasion.

4. Appropriate Tone Tone is the mood of your words.
#3B- The aggressive tone or approach wants to win at all costs, even if it means intimidating, manipulating,or belittling others in the process.
An aggressive person considers only one point of view: his or hers.
Studies show that when you use words to bully or steamroll others, you discourage their creativity and enthusiasm.
A nonassertive tone shows a lack of energy or action.
#3IC- A nonassertive tone communicates to others that you have no self-confidence in your own ideas and you don’t care about what’s going on.

5. Appropriate Tone
#4B- The middle ground between aggressive and nonassertive, the assertive tone or communication approach is direct, but tactful.
The assertive tone knows when to talk, when to keep quiet, and how to give their opinions in a manner that is courteous and respectful.
#4IC- If you wish to have harmony and an assertive tone, you should consider the location, the timing, the intensity, and the relationships.
The assertive tone has a warm, friendly voice; uses respectful words; has a calm, relaxed appearance; sends positive nonverbal signals to others; and makes direct, yet nonthreatening eye contact.

6. People Skills
People skills is the ability to work well with others because you take time to make them feel at ease.
People skills begins with proper introductions.
#5IC- When introducing a new person to the group, you should use the following five rules:
1. Stop what you’re doing
2. Be friendly
3. Address everyone by name
4. Work to make everyone feel included
5. Try to get others talking

7. People Skills
#5B- Socially and professionally, the “hand of friendship” is appropriate and seen as a sign of respect.
Introducing women and elders first is a sign of respect.
Be sure to have a firm handshake.
People skills also involves participating effectively in conversations.
#6IC- The three conversation killers are talking too much, talking too little, and interrupting others.
#6B- Dominating a conversation and talking too much irritates people and makes them feel left out.
Talking too little causes long “dead spots” that make everyone uncomfortable.
Interrupting others is the quickest way to break up a conversation.

8. People Skills
People skills also involves offering and receiving criticism appropriately.
Criticism just means “an evaluation of judgment.”
#7B- Offering criticism is a way of encouraging someone to improve.
When offering criticism, use an assertive tone, not an aggressive one.
Remember, criticism should work to build up, not tear down, a relationship.
When offering criticism, be friendly; be informative; offer possible solutions; and offer good news too.
Never give criticism when you’re angry. Cool off first!

9. People Skills
#7IC- When receiving criticism, you should maintain your cool, allow others to finish, ask questions to make sure you understand, and thank the person for their opinion.
When receiving or giving criticism, remember that you are solving problems- not creating them.
People skills also involves giving clear and accurate directions.
#8B- When you give clear directions, people feel more organized and confident.
#8IC- The four ABC’s of giving directions are
1. Always be clear.
2. Always be complete.
3. Always be concise.
4. Always be considerate.

10. People Skills
When giving directions, you should think before you speak; go slowly; list you directions in sequential order; use transition words; stress key words; eliminate unnecessary words; watch for signs of confusion; and ask for the directions to be repeated.
Never assume people can fill in the blanks when you give directions.
Being considerate when offering directions means that you consider where, when, and what tone you use to give the directions.

11. Language and Dress
Informal language is the casual language that you use with your friends.
#9B- Informal language works well in informal communication because such terms allow those involved to feel comfortable with each other.
Informal language includes slang, or words and phrases that work well with people with whom you’re familiar.
Standard language is the language that is commonly accepted and expected by most social groups, including professionals.
#9IC- Using standard language is characterized by the following traits: a varied vocabulary, correct sentence structure, and using good grammar skills.
#10B- Rightly or wrongly, some people associate the way you talk with the type of person you are.

12. Language and Dress
Technical language is the language used in a specific professional field. Sometimes this is called “job speak” or jargon.
Most people not in that particular profession will not understand the jargon.
Save your jargon for those at work, so you don’t confuse others.
#11B- This chapter encourages you to develop the verbal range necessary to communicate with different types of people in different situations.

13. Language and Dress
Appropriate dress is key in professional communication.
#10IC- To communicate with a client in your workplace, you should dress up as well or better than those around you.
#12B- A good rule of thumb is to be at least as dressed up as those around you.
#13B- Paying attention to you grooming emphasizes you attention to detail and indicates the respect that you have for yourself and your job.
Make sure you wear clothes that match the occasion and the nature of your work.
Don’t wear loud jewelry, inappropriate slogans on clothing, revealing clothes, or clothes that don’t match.
Don’t let your clothes distract from your words.

14. Respecting Differences
#14B- Knowing the appropriate “rules” of communication when dealing with a diverse group of people not only makes you more appealing it also allows you to be a more effective communicator with all types of audiences.
Today, the world is interconnected with the media, the internet, and transportation. This means we must be sensitive to other cultures.
There are 6 billion people in the world with 4,000 languages, 255 nationalities, and 20 major religions.
Be sure that you treat people of different ages, gender, and ethnicity fairly.
Women spend 85% of the money in the U.S. Older Americans spend more than $800 billion each year. Minorities spend over $500 billion a year.

15. Respecting Differences
#15B- The only factor that should matter in the world of work is that each individual bring a positive contribution to the work place.
#11IC- You can promote diversity in your personal and professional communication by being open-minded, being tolerant, and being empathetic.
#16B- People who are open-minded are searchers. They are willing to look at a problem or situation from different angles.
#17B- A smart communicator practices tolerance at work and in social situations. Practice self-control. Recognize and respect the practices and opinions of others.
#12IC- Practicing tolerance will improve your communication because it promotes diversity so that we will communicate in an understanding and appropriate way.
Being empathetic means you try to put yourself in someone else’s shoes.