Chapter 7 Professional and Social Communication

1. Chapter 7Professional 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.

5. Appropriate Tone • A nonassertivetone 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.

6. 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.

7. 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

8. 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.

9. 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!

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.