DECA Communication Skills Performance Indicators

Identify sources that provide relevant, valid written material (CO:054) (PQ)

Relevance

Expertise of author

Viewpoint of author/organization

Intended audience

Evidence

Date of publishment

Extract relevant information from written materials (CO:055) (PQ)

Extracting information while reading is a process that consists of three main activities: pre-reading,reading and review.

Before you begin to read, determine what you need to know as a result of your reading.

Scan the titles, headings, subheadings, topic sentences and graphics to more efficiently gather and prioritize the information.

Always pay close attention to introductions and summaries, as they will keep the information in context.

During the pre-reading process, you may want to create your own table of contents based upon the information you are seeking. You can use this as a guide later as you read, and when you review, it can be used as a checklist so you can rest assured that you have covered everything.

It helps if you know the terminology involved in the material before you actually start.

Apply written directions to achieve tasks (CO:056) (PQ)

Read all of the written instructions all the way through at least once.

Understand the written instructions. If you have a question reread the instructions or the part you do not understand.

Comprehend what the instructions tell you to do. Do not start to follow the instructions until you are completely clear with them. If necessary, call the person who wrote the instructions and ask any questions you still have.

Follow the written instructions. Perform each step of the instructions in the exact order written. For example if the instruction says "take pill 'a' with a full glass of water and then take two pill 'b' with orange juice", make sure you take pill "a" first.

Keep the instructions with you as you follow them. Even if you think you will remember them, find and read the instructions. Follow the written instructions at the same time.

Analyze company resources to ascertain policies and procedures (CO:057) (CS)

Review the policies and procedures related to the information system to see how well they are working.

Identify any weaknesses.

As technology changes so quickly, it is important to have the policies and procedures reflect that. If, for example, the policy and procedures manual states "All employees will backup their files on Friday before they leave work," you may want to delete it in view of the automatic back.

Solicit opinions from the information system stakeholders as to whether the policies and procedures work.

Determine how they see the juxtaposition of the policies and procedures in relation to the information system. This data can be collected by sending an email survey or asking people is they think the system is working well.

Schedule a general staff meeting to review the policies and procedures if employees don't think the existing ones are working properly. The more input you have for revisions to the policy and procedures for the information system, the more people will feel "ownership" about the process and adhere to the manual.

Follow up on any changes or revisions to the policies and procedures for the information system with an email to all staff. This will make ensure everyone is aware of exactly what changes have been made, and how they can work with the alterations that will affect them.

Explain communication techniques that support and encourage a speaker (CO:082) (PQ)

Receiver must give full physical attention to the speaker, visible through body language, open posture, facing them (non verbal cues)

Follow oral directions (CO:119) (PQ)

Maintain eye contact with the speaker. To follow oral directions you must carefully listen as the directions are presented. Look the speaker directly in the eye to keep yourself focused and listening throughout the time you are receiving the directions. Repeat the words the speaker is saying in your head. Listen actively with internal monologue. As you hear the directions, take them into your head and silently repeat them to yourself. By doing this, you internalize the directions you are receiving. Paraphrase any difficult to understand sections. If the direction giver uses language structures or vocabulary that confuse you, reword the complex sections in your head. By translating the directions into more comfortable language silently you can increase your likelihood of retaining the information. ng process, mentally review all of the steps given to ensure that you remember all of the orally presented directions. Review the mental list you created at the conclusion of the direction giving. Ask yourself if the steps seem logical. If not, you have likely skipped a step. Ask for clarification. If you don't understand something or you feel that you have forgotten part of the instructions, ask questions of the direction giver. By doing so before you begin the task you can avoid potential missteps or mistakes. Complete the described task. Move through your mentally prepared list of steps to complete the process as outlined in the orally presented directions.

Demonstrate active listening skills (CO:017) (PQ)

When responding to guests, it is important to use effective listening techniques, such as the following:

• Identify the purpose of the message

• Give feedback to show understanding

• Ask appropriate questions to gather more information

• Watch for verbal cues

• Try to satisfy the customers need as quickly as possible

Explain the nature of effective verbal communications (CO:147) (PQ)

Language:

The language you use proves to be significant in the effectiveness of your verbal communication. Factors which affect the language you should use include profession and age.

Etiquette

Without showing proper communication etiquette, you run the risk of accidentally being disrespectful to somebody. The tone of interaction, formal or informal, dictates proper etiquette.

Strategies

Implementing verbal communication strategies can help improve the effectiveness of your communications. Strategies include knowing your listeners and using visual aids. Knowing who you're talking to gives you the opportunity to cater your message to others' needs.

Visual Aids

Visual aids can be used to supplement your verbal message. For example, you could use a slide show to help illustrate points you're making in a business presentation.

Considerations

Supporting your message with research and statistics helps to increase your chances of effectively communicating.

Ask relevant questions (CO:058) (PQ)

First, explain your misunderstanding

-Then, state what you know, to show that you have an understanding of the topic

-After, state what you don't know

-Sound confident, speak in a clear tone

Interpret others' nonverbal cues (CO:059) (PQ)

-Eye contact

-Distance

-Facial expressions

-Hand movements

-Posture

Provide legitimate responses to inquiries (CO:060) (PQ)

-Answer in a professional, friendly voice and state your role and company

Listen carefully to what they have to say

Use your knowledge, if unknown know when to escalate

Thank them for their time

-Gently take control of the conversation, keeping answers concise and focused on your product/service

Grasp the question and assess the right answer.

Give verbal directions (CO:083) (PQ)

-Tell them what you want them to do

-Watch them do it

-Correct them if they did something wrong

-Give further instructions

Employ communication styles appropriate to target audience (CO:084) (CS)

-eg if youth: internet, social media, older: literary materials, newspaper, etc.

-1 identify target audience, 2 analyze message you want to communicate, 3 calculate the cost, and 4 choose interactive channels if you want to monitor feedback

Defend ideas objectively (CO:061) (CS)

-Know your audience, passion

-Be prepared

-Defend without being defensive

-Patience

Handle telephone calls in a businesslike manner (CO:114) (CS)

-respond with first name and company name

-polite, friendly tone

-have the information on hand to respond to inquiries

-keep discussion flowing, goal is to make a sale

-good manners

-proper grammar

-short and to the point

Participate in group discussions (CO:053) (CS)

Facilitate (lead) group discussions (CO:201) (SP)

Make oral presentations (CO:025) (SP)

-make sure you are well prepared, know your content

-watch language, keep it simple, emphasizing the key points by repeating them with different phrasing

-voice clear, words pronounced clearly

-don't rush, speak slowly and loudly

-good body language, stand up straight

-interact with audience, have questions and points for discussion ready for them

-open to questions, check if they are with you "Does that make sense"

Utilize note-taking strategies (CO:085) (CS)

-don't record everything, listen for key points

-ask instructor to slow down if necessary

-seek further resources later on, as you cannot take notes on everything, or speak with instructor later

Ask yourself= what are the main points? What is informative? What is analytical? What is the lecturer's opinion

Organize information (CO:086) (CS)

Use charts and diagrams to organize information in a systematic manner.

Select and use appropriate graphic aids (CO:087) (CS)

Tables

Bar graphs

Line graphs

Pie charts

Pictures

Explain the nature of effective written communications (CO:016) (CS)

When it comes to effective written communication, it all depends on the target audience. The person you are writing to could be an old friend or your company boss that you are trying to impress. However to maintain business stature while writing you must follow three simple rules:

Use simplicity- communicate your ideas and sentences coherently.

Avoid Jargon- do not detract from the objective of the written piece

Be conversational- do not write an essay like piece

Select and utilize appropriate formats for professional writing (CO:088) (CS)

many types of business writing formats, advertisements, emails, snail mail, manual writing, recommendations, proposals, papers, summaries, memo, business letters

FORMAL OR INFORMAL?

Memo: short documents that normally communicate basic info, such as deadlines within an individual office or company, can be informal

Business Letters: formal documents, can be used to apply for jobs or deliver information, should be constructed in standard letter format : date, address, salutation, body paragraphs and closing, communicate the bottom line in a concise manner

Business plan: Define the work of an individual business or how it will operate, can also be a tool to request funding

Business proposal: documents that present an idea or service as a solution for an identified problem, first define the problem and then explain your proposed solution

Edit and revise written work consistent with professional standards (CO:089) (CS)

-consider after reading: is my purpose clear? Have I considered the questions and concerns of my audience? Have I written in a appropriate format? Have I included sufficient examples and supporting details?

-examine as a writer: that your intro and conclusion are appropriate, that your paragraphs flow and are organized

-after, check for run on sentences, overused words, spelling and typos

Write professional emails (CO:090) (CS)

Have a clear subject that identifies the purpose of the email

Greet the person by name (avoid "to whom it may concern")

Keep the email short and to the point

Close appropriately

Write business letters (CO:133) (CS)

Font such as arial or times new roman

Block paragraphing,

Include company information such as name and address

Date

Add the recipient's info- full name, title, company name, address

Salutation

Tone should be brief and professional

Dive straight into business, simple and short

Be courteous

Formal closing, "sincerely", signature, name, title, contact info

Enclosures if necessary

Write informational messages (CO:039) (CS)

Know your topic well

Consider your audience and your format

Keep it short and simple

Provide detail on topic

Be open to questions

Avoid errors

Write inquiries (CO:040) (CS)

1. Address

2. Date

3. Opening greeting

4. Reason for writing

5. Questions asking for specific info

6. Request for extra info

7. Closing: request for a quick answer

8. Closing: greeting and signature

Write persuasive messages (CO:031) (SP)

Coose a position. Students should think about the issue and pick the side they wish to advocate.

Understand the audience.

Do the research.

Identify the most convincing evidence, as well as the key points for the opposing view.

Write executive summaries (CO:091) (SP)

contains only the most important parts of a project plan

Prepare simple written reports (CO:094) (SP)

Be concise,

Well organised, and easy to follow

Using headings, sub-headings, sections.

Explain how digital communications (e.g., email, text messages, chats) exposes business to risk (CO:202) (SP)

- Companies have grown to depend on Internet communication and web applications in ways unimaginable just a few years ago.

- Damage may include direct losses to damaged digital assets

- Lawsuits arising out of unmet expectations

- Out-of-pocket expenses due to lost data

Cybercrime - theft of IP, interception of emails, etc.

Damaged PR - leaked information

- Lost income from compromised business activities

Adapt written correspondence to targeted audiences (CO:203) (SP)

two parties communicating

Know who you're writing to

Keep your audience's attention

Use data visualization techniques (e.g., infographics, heat-maps, dynamic model outputs) (CO:204) (SP)

Data visualization is the presentation of data in a pictorial format such as charts, graphs, and maps. These can be used to organize information in a systematic manner.

Describe the impact of a person's social media brand on the achievement of organizational objectives (CO:205) (CS)

Social media can improve the public image of a person and allow them to connect with customers and advertise/market more effectively.

ORGANIZATIONAL OBJECTIVES ARE SHORT GOALS THAT HELP ACHIEVE LONG TERM GOALS

Distinguish between using social media for business and personal purposes (CO:206) (CS)

Use proper grammar.

Censor your photos.

Don't oversell yourself.

Avoid conflict over social media.

Put your employers values above your own.

Stray away from foul language.

Explain the nature of staff communication (CO:014) (CS)

Upward: Subordinate -> manager (same dept.)

Downward: Manager -> subordinate (same dept.)

Horizontal: Same hierarchical level

Diagonal: Subordinate <-> manager (diff. depts.)

Grapevine: Circulation of rumors and unofficial info

Choose and use appropriate channel for workplace communication (CO:092) (CS)

To determine the appropriate communication channel, identify the people you want to communicate with, research how they obtain information, consider the complexity of the message you want to communicate, calculate the cost of communicating and decide whether you want the communication to be interactive.

Participate in a staff meeting (CO:063) (CS)

Staff meetings are held to assess goals and plan for the long-term. In order to maintain professionalism, parliamentary procedure is often used.

Standard Order of Business:

Reading/Approval of the Minutes - statement of agenda

Reports of Officers - group leaders report

Report of Standing Committees - employees report

Report of Special Committees - guests report

Special Orders - urgent, non-routine decisions

Unfinished Business/General Orders - pending decisions

New Business - current discussion

Participate in problem-solving groups (CO:067) (CS)

Problem-solving groups allow each employee to be heard and ensure that their rights are protected.