Communication Skills for Managers

1. Communication Skillsfor Managers Management Development Program Presented By

2. Communication Skills for Managers Outline I. INTRODUCTION A. Presenter/United Behavioral Health B. Topic II. WHAT DO MANAGERS NEED TO COMMUNICATE A. Information B. Non-verbal communication C. Exercise: Giving Directions III. THE CLIMATE FOR EFFECTIVE COMMUNICATION A. Who creates it B. Communication rights and responsibilities IV. EMPOWERING EMPLOYEES A. Encouraging assertiveness B. Enhancing self esteem C. Creating opportunities D. Enhancing problem solving V. LISTENING TO BE HEARD A. Active listening B. Exercise: Listening VI. OBSTACLES TO EFFECTIVE COMMUNICATION VII. PAYOFFS TO EFFECTIVE COMMUNICATION VIII. CLOSING A. Exercise: Communication B. Remaining handout C. Questions D. Evaluations

4. Communication and the Manager’s Role • What I need to communicate: • What I need to know:

5. RIGHTS 1. You have the right to be treated with respect. 2. You have the right to have and express your own opinions. 3. You have the right to ask for what you need and want in order to be effective. 4. You have the right to set reasonable limits. Communication Rights and Responsibilities RESPONSIBILITIES 1. You have the responsibility to treat others with respect. 2. You have the responsibility to listen to the opinions of others. 3. You have the responsibility to acknowledge and address the needs of others. 4. You have the responsibility to respect the limits and boundaries of others.

6. Communication Styles Assertive Communication: Direct, Honest, Respectful

7. Interpersonal Communication Options

8. Performance Cycle Feedback Performance Self-Talk Self-Esteem You can notice, control, and choose the messages you give to others and influence their performance accordingly.

9. Communication Techniques for Problem Solving 1. To the person involved in the problem: • Relate the facts • Give your interpretation of them • Explain how you feel about it 2. Listen to their response: • How does the other person feel, see, interpret? 3. Questions to ask: • Is it possible to change the situation or to compromise? • If the situation cannot be changed, can you or the other person accept it? 4. When a solution is agreed upon by both parties, either through a willingness to change on one person’s part or through a compromise by both parties, put the agreement in writing so that both are aware of the terms of the agreement. 5. Expect improvements to happen in small increments. During the early stages encourage changes with positive feedback, avoid criticism for falling short. 6. When you know the person is capable of keeping their agreement and they continue to break it, state the consequences and most importantly, follow through!

10. Methods of Communication Used Taught/Addressed Listening 45% Least Speaking 30% Reading 16% Most Writing 9% Listening: 45% of Communication 25% Efficiency 80% of working day involves communication

11. Listening & Speaking • Listening takes. . . • concentration and energy • curiosity and open-mindedness • analysis and understanding • Speaking requires. . . • sharp focus • logical thinking • clear phrasing • crisp delivery

12. “Harry always was a poor listener.”

13. Active Listening 1. Setting the stage • Choose an appropriate physical environment • Remove distractions • Be open and accessible • Listen with empathy 2. Insuring mutual understanding • Reflect feelings • Paraphrase main ideas • Interrupt to clarify • Confirm next steps 3. Understanding body language • Observe position and posturing • Make eye contact • Consider expression and gestures 4. Suspending judgment • Concentrate • Keep an open mind • Hear the person out

14. Effective Listening Behaviors that support effective listening • Maintaining relaxed body posture • Leaning slightly forward if sitting • Facing person squarely at eye level • Maintaining an open posture • Maintaining appropriate distance • Offering simple acknowledgments • Reflecting meaning (paraphrase) • Reflecting emotions • Using eye contact • Providing non-distracting environment Behaviors that hinder effective listening • Acting distracted • Telling your own story without acknowledging theirs first • No response • Invalidating response, put downs • Interrupting • Criticizing • Judging • Diagnosing • Giving advice/solutions • Changing the subject • Reassuring without acknowledgment

15. Exercise - Listening 1. Who are the people it’s easiest to listen to? 2. What is it about these people that makes it easier to listen to them? 3. Who are the people you listen to least? 4. What is it about them that makes it difficult to listen to them?

16. Obstacles to Effective Communication • Assumptions • Fears • Reluctance to confront • Ridicule, rejection, fear of being wrong • Authority relationships • Unmanaged stress • Corporate culture

17. Payoffs to Effective Communication • A more professional image • Improved self-confidence • Improved relationships • Less stress • Greater acceptance of yourself and others

18. Communication Worksheet 1. Identify a communication problem you have experienced with an employee: 2. Identify your contribution to the problem: 3. Identify the steps you could take to effectively resolve the problem:

19. Writing Skills Unlike the oral presentation of ideas, the written presentation of ideas is governed by some very specific rules. Each of us writes in an individual “style” which we have developed over the years. We are not trying to change that style, but merely suggesting the guidelines below. These suggestions will help you edit and criticize your own (and others’) written material. 1. Proofread aloudeverything going out. By reading aloud, your ear will catch mistakes your eye misses. 2. Make no assumptions. The ideas you are presenting must be explained in full to be understood. PEOPLE READ ONLY WHAT IS ON THE PAGE. 3. Do not lecture. Write only what must be understood to make the proper decision or choice. 4. Rough draft all important letters and reports. Check them for content, sequential development of ideas, and conciseness. 5. Always put yourself in the “other person’s shoes” and ask yourself, “Would I want to read this letter or report? Why? Does it say something of value and real importance to me?” 6. Many people are too busy to read carefully. Be sure your ideas are clear and easy to follow. As a general rule, the most effective manner in which to develop an idea is: Concept è BenefitExample è Data This method leads your reader to the conclusion you want because the conclusion is already clearly stated as the concept (hypothesis). Your examples and data are support for the conclusion. 7. Define all “terms” and eliminate vague pronouns. These two traps cause more problems in writing than any other set of conditions. 8. Grammar, punctuation, and spelling should be perfect. Use a dictionary -- either a good unabridged volume or the “spelling checker” version on your computer. 9. Plan your time to allow for proofreading and correcting. When your success depends upon the quality of your letters and reports, there are no excuses for ineptitude. There is no substitute for EXCELLENCE!

20. Training Evaluation for: Communication Skills--Mgr Trainer’s Name: ________________________ Date/Time: ________________ Company: _____________________________ Location: _________________ Please circle your responses and make comments or suggestions below. Very Little Excellent Good Good Value Poor 1. What is your OVERALL opinion of this course? 5 4 3 2 1 2. The course MATERIALS were: 5 4 3 2 1 3. The course ACTIVITIES were: 5 4 3 2 1 4. The instructor’s PRESENTATIONof the information was: 5 4 3 2 1 5. The instructor’s KNOWLEDGE of the the subject was: 5 4 3 2 1 6. Would you recommend this training to co-workers? YES NO What did you feel was the most useful? What did you feel was the least useful? What other training programs would you like to attend? Comments, questions and concerns: Program..PPT: p. 1 Rev. 05/10/00