professional communication

Professional Communication for Supervisors

Purpose Learn the importance of communicating well in

a professional setting.

Discuss different types of communication for a professional.

Review proper verbal and nonverbal communication skills.

Discuss the importance of communicating in difficult situations.

Discuss business e-mail communications and etiquette.

Identify several professional writing techniques and avoid common mistakes when writing.

Professional Communication

Professional Communication

Lesson 1: Verbal and Nonverbal Communication

Lesson 2: Effective Listening

Lesson 3: Communicating in Difficult Situations

Lesson 4: Expressing Appreciation

Lesson 5: Internal vs. External Communication

Lesson 6: Written Communication

Professional Communication

LESSON 1 Verbal and Nonverbal Communication Skills

Importance of Verbal Communication Skills Increase productivity

Improve the quality of work

Create a positive and trusting work environment

What does this mean?As a supervisor, communication skills will be and are held

to a higher standard.

Professional Communication

Adapt Communication Style Activity: Communication Style Survey

http://www.communication-styles.com/communication-style-survey-instructions.html

Communication style adaptations based on audience and situation:

Team Meeting Other Supervisors Management Peer to Boss Addressing issues with Human

ResourcesProfessional Communication

Importance of Nonverbal Communication Skills

What does this mean?“What you do speaks so loud that I cannot hear what you

say.”

- Ralph Waldo Emerson

Connects what others are really trying to say

Equally important to verbal communication

Repetition

Contradiction

Substitution

Complementing

Accenting

Professional Communication

Nonverbal Communication May include the following:

Facial expressions Gestures Eye contact Posture Personal space Tone of voice

Professional Communication

Facial Expressions

Universal language

Facial expressions communicate emotion Happiness

Sadness

Anger

Surprise

Fear

Confusion

Frustration

Disappointment

Why is it important to be aware of facial expressions?

Professional Communication

Gestures

Movement of body or limbs to express idea/attitude Wave Point Head nod High five Thumbs up or thumbs down Eye rolling

Can be different across cultures

How might the gestures used help or hurt communicating with a staff member?

Professional Communication

Eye Contact Can be solely used to communicate a

nonverbal message

Conveys a variety of meanings

Upset

Redirection

Interest in subject matter

Confusion

Helps maintain the flow of the conversation

Allows to gauge a persons response

Professional Communication

Body Movements and Posture

The way a person moves and carries themselves

Perceptions by others may include: Sit

Walk

Stand

Hold your head

Position your arms

How can body movements and posture

affect the way a team responds to their supervisor?

Professional Communication

Personal Space Everyone has limits Depends on the individual, the situation and

one’s individual culture The invasion of space can communicate:

Dominance Avoidance Indifference Aggression Affection

How can invasion of one’s personal space affect communication?

Professional Communication

Voice Speech sounds

Tone

Pitch

Volume

Inflection

Rhythm

Rate

People also “read” another’s voice to interpret message

Professional Communication

Effective Practices: Nonverbal Communication

Manage stress

Recognize your own emotions

Understand sending and receiving signals

Professional Communication

LESSON 2Effective Listening

Importance of Effective Listening

Often over-looked

Must be mastered fully

Important to develop as a true professional

Demonstrate effective listening skills Usually excellent communicators and

relate well to people

Lack effective listening skills Never truly understand a person or

message without listening effectively

Guidelines for Effective Listening

Give your full attention Follow the thoughts presented Do not interrupt until finished Confirm what you think you heard by

verifying information Be aware of body language signaling

other meanings Recognize importance of listening

Professional Communication

LESSON 3Communicating in Difficult Situations

Sources of Difficult Situations

Miscommunication or people not meeting their expectations

Mistakes that occur and are unavoidable

Sometimes not from mistakes: People taking a wrong approach or stance

People not understanding the situation

Refuses to acknowledge who is wrong

Tips to Communicate in Difficult Situations

Determine what caused the mistake to prevent it again

Give a sincere apology; most are receptive and move on

Recognize a mistake, acknowledge it to the people

involved, and learn from the mistake

Demonstrate a high level of professionalism in handling

Accept responsibility for solving the problem and

addressing the issue

Remain calm and courteous

Know when not to say anything

Professional Communication

LESSON 4Expressing Appreciation

Importance of Expressing Appreciation

Builds positive work environment

Beneficial impact on individuals

Increases productivity

Can be expressed orally or written or both

Two simple words – “Thank You”

Examples of when to express appreciation Served as a reference for a job

Gave an opportunity to work in an area unfamiliar to you

Allowed you to participate on another’s work team

Provided assistance to you during peak time or an important project/task

Provided professional advice or counseling

Recommended you for a promotion

Received a gift for a special occasion

Extended a kindness during a difficult personal or professional life time

Identified employees attendance, performance, improvement, and/or dedication to overall team’s success

Tips for Expressing Appreciation

Acknowledge those who make accommodations

Express appreciation verbally; follow up with written personal note

Give small tokens of appreciation Maintain a business relationship

Professional Communication

LESSON 5Internal vs. External

Communication

Internal Communication Status of projects and work assignments expected

Plan what you want to say in meetings

Be prepared to share about challenges

Bring suggested solutions for problems and challenges

Provide timely responses

Follow chain of command Develop a positive working relationship with

management

Group communications (Supervisor/Team Meetings)

External Communication

Company meeting customer’s needs Determine level of satisfaction of

customers

Professional Communication

LESSON 6Written Communication

Techniques, Best Practices, and E-mail Etiquette

Importance of Written Communication Skills Reflection on the individual writer

Reader forms an impression of person writing

Clear, concise, and accurate messages

Reflection on the company Communication plays an essential role in

everything

Almost all positions require some form of writing

Clients/public view based on employees’ communication ability

Professional Communication

Professional Writing Techniques/Best Practices

Follow when writing professionally: Clarity

Understanding the Message

Consistency and Accuracy

Considering the Audience

Avoiding Clichés

Abbreviations

Objectivity

Proofreading

Professional Communication

ClarityGoal is to communicate message clearly

Common mistake: Overusing language

Always use clear, concise language Omit needless words

Eliminate redundancies (blue in color, absolute best)

Condense long phrases

Use bullets or lists

Bad example: It is with regret that we inform you of our inability to avail ourselves of the opportunity you propose at the present time.

Good example: Regretfully, we will not take advantage of the opportunity you propose at this time.

Use simple – but effective – language!

Professional Communication

Understanding the Message

Before responding: Understand the writer’s message to

respond appropriately

Read and re-read the originator’s correspondence

After writing response, confirm everything has been addressed

Professional Communication

Consistency and AccuracyAvoid technical jargon or slang

Use same tense throughout the message

Bad Example: I reviewed the document and the first thing I see is a spelling error

Good Example: I reviewed the document and the first thing I saw was a spelling error.

Information should be accurate and clear

Double check any information before sending message

Professional Communication

Considering the Audience Use good judgment to dictate tone and

content of message

Frequently, correspondence is with a member of your team, management or HHSC Always use professional and proper

language.

Apply the Golden Rule

Sense of humor is often not appropriate

Professional Communication

Avoiding Clichés

Clichés are not appropriate and should be avoided

Often, a cliché will be overlooked or ignored Reader may not understand or misinterpret

meaning

Write it another way

Bad Example: “I will be out of pocket this week.”

Good Example: “I will be unavailable this week.”

Professional Communication

AbbreviationsShould not be used in business.

Initials and acronyms are not understood by everyone

Abbreviations could have more than one meaning

Texting jargon is not appropriate in professional communication Style and tone is considered unprofessional

and people may not be familiar with the meaning

For example, avoid the following: BTW (by the way) LOL (laugh out loud) U for you 2 for two, to or too

Professional Communication

Proofreading

Re-read document to ensure it contains the intended grammar and message

NOT ALL CAPITALS

Lotus Notes and Microsoft Word have Spelling/Grammar Check features

Professional Communication

I have a spelling checkerIt came with my PC;It plainly marks four my revueMistakes I cannot sea.I’ve run this poem threw it,I’m sure your pleased too no,Its letter perfect in its weigh,My checker tolled me sew.— Authorship uncertain;attributed to Janet Minor/Pennye Harper

How to Create Professional E-mail

Format with audience in mind Structure and Layout Signature Line Disclaimer Statement

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Supervisor Tools Training

Email Writing Tips

Be concise and to the point Use templates for frequently used

responses Do not attach unnecessary files Mailings to many – use Bcc: field or use

a distribution list Use of abbreviations and emoticons

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Supervisor Tools Training

Email Etiquette

Answer all questions in email and anticipate further questions

Respond on a timely manner Make it personal Refrain from the following:

Over using high priority option

Leaving out message thread

Over using “reply to all”

Forwarding chain letters

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Supervisor Tools Training

Email Etiquette- Continued Use request delivery and read receipts

when appropriate Refrain from the following:

Recalling a message

Copying a message or attachment without permission from the original sender

Discussing confidential information via email

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Resources

Books and Publications, Handouts Grammar guide

Handout – To Add a Personal Signature

People Your fellow peers

Your Manager

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Supervisor Tools Training

Professional Communication

Wrap-up: Key Points Communicating well reflects favorably on the

Supervisor and the Company

Consider your audience in your communications

Use proper grammar and tense

Proofread all documents before sending

Use simple – but effective – language

Verbal and written communication is key to professional success

Focusing on spelling, usage, and professional writing techniques greatly increases your ability to communicate

What Questions Do You Have?

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Supervisor Tools Training