Communication Skills for Managers

MODULE 1...The Fundamentals of Communication

How do you rate the interpersonal skills of your managers? Their success as communicators will depend on how effectively they practice basic communication skills. Delivery style could determine over 90% of how people perceive them as managers and as representatives of your organization. And remember, "perception is reality."

MODULE 2...Listening Skills

Listening is more than just hearing the words that a someone speaks; it is knowing the meaning behind the words. Whether it is jumping to conclusions, looking at things from their own perspective, forming your response, or doing something else while talking to a someone, many managers fail to listen to what their supervisors or employees are really saying.

MODULE 3...Conducting a Productive Meeting

Managers conduct meetings on a regular basis, but how productive are those meetings? A productive meeting starts with preparation: setting the agenda, determining who should attend and assigning responsibility. During the meeting, a manager needs to stay focused on its purpose, get input from all participants, end on time and evaluate the results.

MODULE 4...Developing a Customer Service Atmosphere

Studies have indicated that it costs six times more to get a new customer than to keep an old one. A dissatisfied customer will usually not patronize your organization again, and make a point of sharing their bad experience anywhere from 10 to 25 people. Do your managers understand the importance of customer service, and how to share your standards with their employees?

MODULE 5...Making a Motivating Business Presentation

Managers are frequently asked to make business presentations to clients, associates and employees. Although many managers have excellent technical skills, they have never been trained in communicating their knowledge to others. They need to understand the key role preparation, visual aids and practice plays in successfully delivering their messages.

MODULE 6...Solving Problems

Solving problems quickly makes good business sense. How a manager reacts to a problem is a good indication of how they feel about their customers and their employees. If your managers consider solving problems immediately one of their top priorities, they will help reduce stress in the workplace and give you an edge over your competition.

MODULE 7...Giving Feedback

The ability to give and receive feedback is essential to business relationships. Managers must frequently provide their employees with both positive and negative feedback in a timely and constructive manner. Yet most managers dread this critical role in their job, and either delay giving feedback or send the wrong message, causing staff problems and lower morale.

MODULE 8...Team Building

Contemporary organizations are more participative than they once were. Organizations now need work groups that have shared goals, interdependence, commitment and accountability. Managers must develop their employees into a cohesive team that not only shares the same expectations but also trusts, respects and supports one another.