Objective 1.02
Effective Communication skills
 Written Communication
 The seven C’s of business communication
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1. Correctness
2. Completeness
3. Conciseness
4. Clearness
5. Concreteness
6. Courtesy
7. Consideration
Effective communication skills
 Written Communication
 Plagiarism
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: the act of using another person's words or ideas without
giving credit to that person : the act of plagiarizing something
http://www.merriam-webster.com/dictionary/plagiarism
 Following written directions
 Written business communication
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1. Memorandum
2. Business letter
Effective communication skills
 Verbal/Nonverbal Communication
 Importance of both verbal and nonverbal
communication
 Sign Language
 Body Language
 The Seven Universal Facial Expressions of Emotion FBI
 Tone of Voice
 Reaction
Interact with others in a way that is
honest, fair, helpful & respectful
 Ethical vs. Unethical Behavior
 Workplace ethics
Interact with others in a way that is
honest, fair, helpful & Respectful
 Ethical vs. Unethical Behavior
 Personal Ethics
Interact with others in a way that is
honest, fair, helpful and respectful
 Treating Others Fairly
 Gender
 Sexual Orientation
 Physical Condition
 Ethnic Heritage
 Lifestyle
 Harassment
Positive social skills
(e.g., good manners and showing gratitude)
Positive Social Skills
Positive Attitude
 Digital etiquette
 Attitudes
 Positive & Negative
 Optimists & Pessimists
 Social networking
 Etiquette
 Gossip
 Professionalism
 Tact
 Punctuality
Get along well with others and work
effectively with them in groups.
 Team Work
 Time Management
 Cooperative or coordinated
effort on the part of a group
of persons acting together as
a team or in the interests of a
common cause.
 http://dictionary.reference.com/browse/team
work
Conflict Resolution Skills
 Conflict Resolution Skills
 Conflict Resolution Process
1.
2.
3.
4.
5.
6.
Identify the problem.
Identify possible solutions.
Evaluate each suggested solution.
Pick the best solution.
See if the solution is working.
If necessary, agree to disagree.
Conflict Resolution Skills
 Communication in Conflict Situations
 I-messages
a. I feel _________________________________
b. When you _____________________________
c. Because _______________________________
d. And I want ____________________________
 Private locations
Recognize the difference between appropriate and
inappropriate behavior in specific school, social and
work situations
 Appropriate behavior in specific situations
i.
Courtesy
ii. Respecting privacy
iii. Appropriate dress
iv. Working with supervisors and coworkers
v. Punctuality
vi. Time management
vii. Accountability
viii. Motivation
ix. Integrity
x. Self-discipline
xi. Personal code of ethics
Recognize the difference between appropriate and
inappropriate behavior in specific school, social and
work situations
 Demonstrate Self-Control
i. Self-control
ii. Self-observation
iii. Reward technique
iv. Extinction
v. Alternate behavior
vi. Stimulus control
Handling outside pressure on you.
Sources of pressure
Physical
ii. Mental
iii. Emotional
iv. Intellectual
i.
Roadblocks in your personal life
Self-esteem
Self-concept
ii. Affirmation
iii. Visualization
i.
Accepting responsibility for your
behavior
 Responsible personal
behavior
 Responsible behavior in
the work environment
Knowledge about, respect for, openness to and
appreciation for all kinds of human diversity.
 Cultural Sensitivity
 Diversity
 Discrimination
 Prejudice
 Bias
 Stereotype
Interacting positively with diverse groups of people may
contribute to learning and academic achievement.
 Fairness
 公正 Kōsei
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Japanese
 Rettferdighet
 Norwegian
 Tegwch
 Welch
Google Translate
 Respect
 ‫االحترام‬
Arabic
 尊重 Zūnzhòng
 Chinese
 Повага povaha
 Ukranian
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Interacting positively with diverse groups of people is
often essential to maintain employment.
 Positive working relationships
 Human relations
 Interdependence
 Attitudes
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Defeatist
Inferior
Superior
Mature
 Types of Leaders
 Authoritarian
 Democratic
 Laissez-Faire
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