Personal Communications at Work

The Capable Manager -- Book 2

The Open University

Publisher: The Open University, 1996

ISBN: 0-7492-4913-7

Synopsis:

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Table of Contents:

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• Session 1 Communication and Managerial Effectiveness
• Introduction
• 1.1 The Communication Climate
• The Open, Supportive Communication Climate
• The Closed Communication Climate
• 1.2 Mission Statements and Organisational Objectives
• Mission Statements
• Strategic and Operational Objectives
• 1.3 Information Needs and Networks
• Communication Problems
• Information Overload
• Insufficient Information
• Ineffective Communication
• Information Networks
• 1.4 The Communication Process
• Feedback
• Two-Way Communication
• Facts, Feelings, Values and Opinions
• Summary and Objectives
• Session 2 Exchanging Information Face-to-Face
• Introduction
• 2.1 Barriers to Communication
• Noise
• Language
• A Multi-Language Society
• Gender and Language
• Perception and Prejudice
• Stress
• Serial Distortion
• Intrusion of Personal Space
• 2.2 Non-verbal Communication
• Vocal Cues
• Body Language
• Facial Expressions
• Eye Contact
• Touch
• 2.3 Listening
• The Context of Listening
• Active Listening
• Pitfalls
• 2.4 Questioning
• Closed Questions
• Open Questions
• Variations on Open and Closed Questions
• Summary and Objectives
• Session 3 Meetings: Types, Functions and Management
• Introduction
• 3.1 Meetings
• Types of Meetings
• Briefing Meetings
• Business Meetings
• Consultation Meetings
• Staff Meetings
• Review and Evaluation Meetings
• 3.2 Styles of Meetings
• 3.3 Managing Meetings: the Chair and Secretary
• The Chair’s Role
• Preparation
• During the Meeting
• Encouraging Participation and Involvement
• Coping with Conflict
• After the Meeting
• Setting the Right Scene
• The Secretary’s Role
• Planning Meetings
• 3.4 Managing Meetings: the Agenda, Supporting Papers and Minutes
• The Agenda (Literally, the Latin for ‘Those Things Which Must Be Done’)
• Supporting Papers
• The Minutes
• 3.5 What Makes Meetings Ineffective?
• Unnecessary Attendance
• Lack of Preparation
• Bad Tactics
• Ineffective Communication
• Personality Problems
• Procedural Errors
• Summary and Objectives
• Session 4 Effective Participation and Presentation
• Introduction
• 4.2 Participating in Meetings
• Becoming a Valued Member
• 4.2 Group Processes
• 4.3 Making a Case
• Lobbying
• Counter Attacking
• 4.4 Effective Presentations
• Understanding Your Audience
• Prepare Yourself
• Purpose and Content
• Structure
• Delivery
• Style of Presentation
• Summary and Objectives
• Session 5 Written Communication
• Introduction
• 5.1 The Tools of Written Communication
• The Writing Process
• Starting the Process
• 5.2 Presenting Written Texts
• 5.3 Writing as a Decision-Making Process
• Passive versus Active
• Jargon and Pomposity
• Speaking versus Writing: Degrees of Formality
• Sweeping Statements
• Linking Sentences Together
• Paragraphing
• 5.4 Writing Management Documents
• Letter and Memos
• Structuring a Management Report
• Structure and Purpose
• Structure and Convention
• Summary and Objectives
• Refernces
• Acknowledgements