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 "Effective Communication Skills" by Carol Gann
Words are the foundation of communication. “Body language” is an important part to sending and receiving messages.
Your delivery includes your tone of voice, timing and tempo. Communication
skills involve our ability to listen. Our communication must be effective to
achieve success and happiness at work, in our friendships and our family relationships.
When we achieve growth in our communication skills it allows us to:
1. Make discoveries
2. Learn about ourselves
3. Solve problems
4. Develop new skills
5. Have enjoyment
The types of messages you send to people are statements, questions, commands
and warnings. Your words and gestures make up the elements of language. Your
messages are communicated by your voice, touch, silence, gestures and written
forms such as books, email and web pages.
Communication is affected by emotions, as well as by physical surroundings.
It is not only what you say but how you say it. Communication is affected by
your speech being quickly or slowly, if you cut someone off, or wait to speak,
talk out of turn, or wait too long to bring up issues. Clenched fists may indicate
anger. Frequent eye contact may indicate that you are caring. Your choice of
words in a given situation tells if you are formal or informal, public or private,
serious or relaxed, doubtful or hopeful. Your feelings such as pride, anger,
impatience, joy and sorrow can all be expressed through your tone of voice.
Effective Listening Skills are important and essential to good communication.
1. Pay close attention to the speaker.
2. Never interrupt
3. Ask questions that show you’re listening
4. Show you understand by reflective listening (Rephrasing what is said using
your own words) Show that you are really tuned in. You may say. “Sounds
like that made you really angry” or “It must have made you very frustrated”
Take advantage of opportunities to express your approval. It will encourage
further communication. 
It is not easy to disagree with someone. But not expressing your position will
not aid communication.
1. Focus on the problem or issue (Not the person)
2. Explain your position (With concrete reasons)
3. Use “I” statements. Talk in terms of yourself. Example” I
really feel frustrated when you ask me to cut my prices. I believe with the
quality I give that my prices are very reasonable.” Speak honestly and
openly without attacking others. You have the right to say “no” and
state your needs and the changes you would like to happen. It is natural to
become angry, upset or happy and satisfied. Be true to your feelings. Steer
clear of being too passive and avoiding conflicts, too aggressive both verbally
and physically, passive and aggressive by trying to control others in subtle
and sneaky ways.
Good Telephone Habits:
1. Pick up after 2 or 3 rings.
2. Identify yourself and your organization. Ask the name of the caller.
3. Take notes and avoid asking them to repeat themselves.
4. Ask permission to place them on hold.
5. Always call back if your disconnected.
When your calling:
Leave a clear and concise messages. Include your name, your organization, day,
time, purpose of your call and a number where you can be reached.
Business Meetings:
1. Share your agenda in advance. Plan on covering a few main points. Avoid overloading.
2. Invite only key people.
3. Choose an appropriate space.
4. Consider comfort with good lighting and comfortable seating.
5. Take minutes and distribute them after the meeting.
Presentations:
1. Research and organize your topics in advance.
2. Learn as much as you can about your audience.
3. Use video or audio aids to increase understanding and hold attention.
4. Prepare notes but don’t read directly from them.
5. Rehearse your presentation, especially new material.
6. Anticipate questions, try to prepare your answers.
Letters:
1.Organize your thoughts before you begin.
2. Write a first draft.
3. Make necessary revisions.
4. Pay attention to tone, formal, familiar.
5. Organization
6 Correct spelling
7. Then write the final draft.
Memos:
1. Be polite and direct
2. Points should be explained clearly
3. Format should follow the organization’s guidelines
Reports:
Understand your purpose before researching and writing drafts. Your structure
will be the main importance so it will be easy to read.
1. Title and title page
2. Table of contents
3. Introduction
4. Summary
Proofread all written work. If possible have someone else proofread as well.
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