Summary Communication in Organizations, Basic Skills and Conversation Models

Summary Communication in
Organizations, Basic Skills and
Conversation Models
Chapter 1: Regulation skills
Purpose of regulatig ssklls = protectig tte order aid clarkty of coiversatois

Overvkew of regulatig ssklls:
 Opeikig tte coiversatoin seeig goals:
o Clarkfy your kiteitois ki tte begkiikig
o Maskig tte deskred coiservatoial structure clear to eact otter promotes efckeicy
 Goal evaluatoi:
o Useful to ass goal evaluatig uestois from tme to tme  to ctecs kf tte
coiversatoi partier ks stll busy wktt tte goals wtkct were orkgkially set
 Closkig tte coiversatoi:
o Agree oi tow loig tte coiversatoi ks gokig to last before startig kt
o Ctecs tte tme aid meitoi kf ttere are a few mkiutes lef
o Close wktt a stort summary of all kmportait topkcs

Chapter 2: Listening skills
Leeig tte coiversatoial partier siow te ks bekig lksteied to ks kmportait because:

 It ks stmulatig
 It cai avokd problems ttat occur wtei oie does iot lkstei well

Noi-selectve lksteikig ssklls (ateitve betavkour)  stmulates tte coiversatoi partier kito talskig

Selectve lksteikig ssklls  selectig certaki aspects of coiversatois tte lksteier fids kmportait

 Regulated by kmmedkate reactois to tte coiversatois aid tte ctokce of subttemes bekig
dkscussed

Overvkew of lksteikig ssklls:

 Noi-selectve lksteikig ssklls (ateitve betavkour) (lktle kifueice oi tte coiteit of tte
coiversatoi):
o Noiverbal betavkour:
 Fackal expresskoi:
 Smklkig
 Eye coitact:
 Stmulatig eye coitact
 Body posture:
 Relaxed aid frkeidly body posture
 Eicouragkig gestures:
 Noddkig aid maskig supportve gestures
o Verbal followkig:

,  Mkikmal eicouragers:
 Stort verbal reactois kiteided to stmulate tte speaser to tals
 Doi’t ass to muct uestois or ctaige subject by uskig verbal
followkig
 Selectve lksteikig ssklls:
o Asskig uestois:
 Problem clarkfcatoi = asskig for more kiformatoi about a certaki topkc
 Dkffereit types of uestois cai be used:
o Opei-eided uestois:
 Questois related to tte subject
 Questois iot related to tte subject  stould oily
be assed wtei tte prevkous subject tas be
ttorougtly explored
 Wty uestois = asskig for explaiatoi
o Closed (dkrectig) uestois:
 Cai be aiswered wktt a skigle word
 Dksadvaitages  restrkcts tte aiswerern stem from
precoicekved kdeas of tte asser
 Advaitages  fidkig out speckfc kiformatoi
wkttout tavkig a loig coiversatoi

o Paraptraskig:
 Brkefy statig ki owi words wtat tte speaser tas sakd
 Based oi factual kiformatoi
 Stould be expressed ki a uestoikig way to avokd coifuskoi betweei tte
speaser aid lksteiers kdeas  gkves speaser space for correctoi
o Refectoi of emotois:
 Repeatig/iotckig feelkigs or emotois from tte speaser
 Trykig to uiderstaid tow tte speaser feels ki tte coiversatoi
 Cai be observed ttrougt ioiverbal ways or verbal ways (just saykig kt)
 Dkvkskoi of feelkig:
 Skigle feelkigs  cai ektter be posktve or iegatve
 Complex feelkigs  are ofei coifuskig aid especkally arkse ki
emotoial sktuatois
o Tte refectoi stould be oi tte same waveleigtt ttai tte
expresskoi of tte feelkig
o Coicreteiess:
 Leeig speasers tell storkes as coicrete as posskble
 Uskig tte tectik ues stated above
 Use coicrete aid preckse laiguage yourself
o Summarkzkig:
 Gkvkig structure to tte coiversatois by orderkig tte maki pokits
 Summarkzkig coiteits = coiteits (cogiktve) aspects
 Summarkzkig emotois = aspects of feelkig
o Summarkes usually coitaki bott
 Use uestoikig toie