professional communication
TRANSCRIPT
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
04/11/23
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
04/11/23
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
04/11/23
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
04/11/23
Supervisor Tools Training
Resources
Books and Publications, Handouts Grammar guide
Handout – To Add a Personal Signature
People Your fellow peers
Your Manager
04/11/23
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?
04/11/23
Supervisor Tools Training