1. Communication Skills for 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 Com_m_h.ppt: p. 2 Rev. 1/1/01

5. Communication Rights and Responsibilities 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. Com_m_h.ppt: p. 5 Rev. 1/1/01 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 Com_m_h.ppt: p. 6 Rev. 1/1/01 Assertive Communication: Direct, Honest, Respectful

7. Interpersonal Communication Options Com_m_h.ppt: p. 7 Rev. 1/1/01

8. Performance Cycle Com_m_h.ppt: p. 8 Rev. 1/1/01 Feedback Performance Self-Esteem Self-Talk You can notice, control, and choose the messages you give to others and influence their performance accordingly.

10. Methods of Communication Used Taught/Addressed Listening 45% Least Speaking 30% Reading 16% Most Writing 9% Listening: 45% of Communication 25% Efficiency Com_m_h.ppt: p. 10 Rev. 1/1/01 80% of working day involves communication

12. Com_m_h.ppt: p. 12 Rev. 1/1/01 “ Harry always was a poor listener.”

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? Com_m_h.ppt: p. 15 Rev. 1/1/01

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: Com_m_h.ppt: p. 18 Rev. 1/1/01

19. Writing Skills 1. Proofread aloud everything 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BenefitExample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! Com_m_h.ppt: p. 19 Rev. 1/1/01 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.

20. Com_m_h.ppt: p. 20 Rev. 1/1/01 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 PRESENTATION of 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 Training Evaluation for: Communication Skills--Mgr Comments, questions and concerns: What did you feel was the most useful? Program..PPT: p. 1 Rev. 05/10/00 What did you feel was the least useful? What other training programs would you like to attend?