Lesson 4 Part 2


Successful two-way communication is to ask the right questions.

a) Listen carefully

b) Ask simple questions

c) Ask open-ended questions


a) Listen attentively to the answer (observed and evaluate body language, emotion,


b) Avoid selective listening

c) Active listening focuses your thoughts on what the speaker is saying

d) Learn to be silent

e) Use reflective responses to communicate your attentiveness (repeat key words or

summarize what you think the speaker is saying)


Productive communication requires:

a) Empathy

b) Effective Questions

c) Listening

Without empathy, asking effective questions, and listening... communication breaks down. Productive communication requires all three.

1) Effective listening is acknowledging the message.

2) Effective listening gives you the opportunity to gain new information or to find out what the person is really thinking.

3) Respond passively in order to encourage the speaker to reveal more valuable information and insight.

4) Effective listening multiplies the value of information you receive and will enhance your leadership and effectiveness.


The goal of your message is to get results!

1) Plan ahead before you compose a message.

a) define the purpose of sending the message

*) to save time, to remind, or document important information or

*) to gather information, ask for assistance, or ask for clarification

*) to thank someone or commend for a job well done

b) crystallize the purpose of your message

*) How will the purpose of the message affect the content?

For example:

*) Avoid sending messages conveying bad news

*) Avoid sending information that should be discussed in person or on the phone

*) disciplinary actions should be handled in person (best to have a 3rd person


2) Before creating a message, you should:

a) clearly define the response or action you want to get

*) map out your message, in outline form, to organize your thinking

*) visualize the person or group who will receive the message

*) select the points and word choices that are the most effective

*) your format should be easily read, understood, and positively received

3) Compose your message after planning is complete

*) use simple, clear words and short sentences for maximum impact

*) make sure that your messages are courteous and convey respect

*) Use an appropriate tone in your message (as if meeting face to face)

*) Consider the reader's personality style

Use a format that makes your communication easy to read, understand, and remember!

Make sure that your message is short enough to encourage the recipient to read it and to respond constructively.


The preferred methods of communication seem to be: electronic mail, text messaging, and social media because they can convey important information quickly and easily.

1) Using technologies as the primary method of communication can:

*) lead to improper grammar

*) inappropriate format

*) a lack of respect for the recipient

*) careless correspondence reflects a lack of professionalism

*) communicate that the sender and the company behind the message are


2) Before sending out any correspondence, you should:

*) examine the grammar and spelling

*) use grammar functions and spell check

*) make sure that your digital communication shows professionalism


1) Video Conferences:

*) allows multiple locations to communicate simultaneously

*) transmission of information is quick and efficient

*) allows you to communicate with anyone in the world within seconds

*) can communicate easily regardless of your location

2) Wireless Communication:

*) contacting people is simpler and more convenient

*) keeps mobile workers communicating with one another

*) freedom to choose when you want to review messages and you control the use of

your time

*) you determine the messages deserving your first attention and response

*) use the My-Tyme conference planner or Communication Plan to list topics to


3) Social Media:

*) are web-based and mobile that turn communication into interactive dialogue

*) is an efficient and dynamic way to communicate

*) information is posted and is a visual representation of the communication



1) Use empathy in communication

2) Clarify with effective questions

3) Listen for the total message

4) Write clear and concise messages when using technology

5) In order to be an effective communicator, you must practice, practice, practice.