Case study Background

Companies and training organizations are increasingly offering courses for managers, for example, in leadership skills and assertiveness, in order to help them increase their self-confidence in professional and personal situations.

Task

You and your partner are helping with the design of a new training programme which will eventually be followed by managers, as part of the company’s overall employee development programme.

Work in pairs.

1. Go through the list of management tips deciding what the reason is for each one.

2. Add extra advice if you wish.

3. Decide with your partner

• the best way to present the tips

• a training idea (a role play, simulation, game, discussion, case study etc.) to help the course participants study effectively.

4. Present your tips and explain them to the rest of the group.

UNIT 5 Communication

Everything that can be said can be said clearly.

Ludwig Wittgenstein (1889-1951),

Austrian philosopher

Starting up

What makes a good communicator? Choose the three most important factors.

• fluency in the language • a sense of humour • an extensive vocabulary • grammatical accuracy

• being a good listener • not being afraid of making mistakes • physical appearance • an awareness of body language

What other factors are important for communication? Discuss these questions.

1. Which of the forms of written and spoken communication below do you use most:

a) in your own language? b) in English?

Written	Spoken
e-mails faxes letters memos minutes reports	conversations interviews meetings negotiations phone calls presentations

2. Which do you feel you do best? Which do you like least?

3. Do you use any other forms of communication?

4. What kinds of problem can occur with some of the forms of communication above? Think about:

• formality / informality • technology

• jargon • tone of voice

• standard ways of doing things • visual gestures

5. Are you a good communicator? Complete the following questionnaire. Put down points for each statement (1 = strongly disagree, 10 = strongly agree).

1. I can stay cool when I am in the middle of a conflict.

2. I am willing to compromise when I have to.

3. I realize that others have needs.

4. I am very patient.

5. I can identify the most important issues quickly.

6. If necessary I can remain calm when I am being personally attacked.

7. I am willing to research and analyze issues carefully.

8. I believe in, and work towards, situations where both sides can win.

9. I can deal with stressful situations.

10. I am a good listener.

TOTAL = …….

If your total score was 80 or above, you are aware of most of the important issues in communication and have the makings of a good communicator. If you scored between 60 and 79, you will make a good communicator but there are some areas that you need to improve. If your score was below 60, you should rethink some of your attitudes about communication and get some additional training.

Vocabulary

1. Which words below apply to good communicators and which apply to bad communicators? Add two adjectives of your own to the list.

articulate coherent eloquent fluent focussed hesitant inhibited lucid persuasive rambling responsive sensitive succinct tongue-tied ……………………. …………………….