DECA Communication Skills Performance Indicators

Prepare simple written reports

-A description of a sequence of events or a situation; -Some interpretation of the significance of these events or situation, --whether solely your own analysis or informed by the views of others, -always carefully referenced of course (see our page on Academic -Referencing for more information); -An evaluation of the facts or the results of your research; -Discussion of the likely outcomes of future courses of action; -Your recommendations as to a course of action; and -Conclusions. -Keep it brief; know who you are writing to -If it's not relevant, leave it out

Provide legitimate responses to inquiries (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

Participate in a staff meeting (CS)

-be prepared and have an understanding of the agenda -think before you speak -contribute to the discussion, asking questions, making comments, or lending your support\ -choose timing, don't be the first one, wait until you are confident your input is needed -don't dominate, let others chime in -frame disagreements in a positive way

Explain the nature of staff communication (CS)

-can take many forms, eg upwards, downwards, lateral, horizontal --Create a culture of transparency and straightforwardness, to encourage staff communication -nontransactional conversation with -meet one on one -group meetings to discuss goals, challenges or operating plan for the day -group chat technology -group document sharing technology -emails and phone cals -encourage feedback, reward feedback

Edit and revise written work consistent with professional standards (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

Utilize note-taking strategies (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

Employ communication styles appropriate to target audience (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 4 choose interactive channels if you want to monitor feedback

Write business letters (CS)

-font such as arial or times new roman,, block paragraphing, -include company info such as name and address -date -add the recipients 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

Choose appropriate channel for workplace communication (CS)

-formal communication channel= transmits organizational information, such as goals or policies and procedures. Messages in a formal communication channel follow a chain of command. This means that information flows from a manager to an employee. Examples of formal communication channels are newsletters, business plans, annual reports and employer manuals. Informal=fall outside of the formal chain of command structure. Examples of informal communication channels are quality circles, teamwork and lunchtime in the cafeteria of an organization. Employees can still receive important organizational information but in a relaxed, informal atmosphere Also Upwards, Downwards, Lateral, Horizontal

Write informational messages (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

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

-leave humor out of emails to avoid misinterpretation -External tools risk exposing private, confidential, trademarked, financial, or other sensitive information to the public or competitors. Open the channel to the in-house groups that are collaborating together, and be sure to close the conversation to all not involved in the project -Another negative is the use of the platforms for personal business. It shouldn't be used to send messages to co-workers about non-business topics such as weekend plans or personal problems. -Spamming your co-workers with GIFs is a sure way to cause problems and irritate your teammates. Keep your messages short and sweet. -including smiley faces in your email correspondence leads readers to view you as less competent. If that is a concern, Schweitzer has some advice: For professional exchanges, leave out the emojis, LOLs and memes.

Participate in group discussions

-maintain eye contact -friendly -let other finish what they are saying -take care of body language and cues -exchange your views confidently when an opportunity comes to you -disagree politely -use simple vocab, no jargon, short and concise 1. Prepare If you know what the topic of the discussion will be, there is a lot you can do to prepare in advance. You can read round the topic to make sure you are aware of the main issues and arguments, and spend some time deciding what your own position is. If you can find any English-language audio or TV materials about the topic, make sure you watch it! You can also do some vocabulary research around the topic so that you can talk about it confidently. Make a list of the nouns, verbs and adjectives that you think will be useful and practise their pronunciation. A lot of online dictionaries have pronunciation help. 2. Listen An effective discussion is one in which people listen to each other. Listening is a very important discussion skill: make sure you listen and respond to what other people have to say. A good discussion is one in which people share and talk about different opinions and viewpoints. It's not a competition! 3. Don't dominate Many people make the mistake of thinking that in order to be effective in a discussion, they have to speak a lot. In fact, this isn't the case. In discussions, quality is more important than quantity: in other words, what you say is often much more important than how much you say. If you give other people a chance to say what they think, and then respond with a polite, intelligent comment which you are able to back up, you will gain the respect of your colleagues. 4. Back up your points If you make a point in a discussion, you may be asked to explain or support it. You can do this in a number of ways: by providing facts or statistics to support your idea; by quoting expert opinion; by referring to your own experience or simply by explaining why you said what you said. But make sure you are prepared to support what you say, and try to avoid making 'empty' points. 5. Learn some useful phrases There are lots of useful phrases that you can use in discussions. Here are just a few of them: o Agreeing: You're absolutely right about that. o Disagreeing: I'm sorry, I don't see it that way at all. o Interrupting: Sorry, do you mind if I say something here? o Dealing with interruptions: Could I just finish what I'm saying? o Asking for an explanation: Would you mind telling us what exactly you mean by that? o Asking for more information: Would you mind saying a little bit more about that? o Adding more information: Another point I'd like to make is... There are many more phrases you can learn and use to help you feel more confident in discussions. 6. Be polite The words argue and discuss in English have different meanings. People may get angry and behave rudely or shout or get aggressive in an argument. In a discussion, especially one with colleagues, it's important to stay calm and be polite, even if you feel strongly about the topic under discussion. Using words like please, thank you, I'd like to... May I...? Would you mind...? Could you...? Make you sound polite and respectful. 7. Take / make notes It's a good idea to have a pen and paper handy. You can jot down any useful or important words or ideas that might come in handy later in the discussion - or afterwards. 8. Speak clearly Most people are happy to forgive a few grammar mistakes when they are talking to a foreigner. However, they have much less patience when they can't understand someone because they are talking far too quickly, or much too slowly, or when they have poor pronunciation. So, practise your pronunciation and speak clearly and confidently. If you need time to collect your thoughts, you could say something like Hmmm... just let me have a minute to think about this. Or you could say Could you just repeat that please? to get a bit more time to think. 9. Relax! Remember, a discussion is not a competition: it's an opportunity to share ideas in a positive environment. If you are relaxed, you will be more likely to feel confident and enjoy the discussion - and the best way to make sure you are relaxed in a discussion is to prepare for it! Preparing for a discussion can make the discussion a lot easier. You'll be able to spend less time trying to think of vocabulary and ideas, and more time listening to others and participating in the discussion. Speak slowly and clearly, don't worry too much about little grammar mistakes, and remember to listen and respond to other people.

Make oral presentations (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 an dloudly -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"

Select and utilize appropriate formats for professional writing (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

Handle telephone calls in a businesslike manner (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

Give verbal directions (PQ)

-tell them what you want them to do -watch them do it -correct them if they did something wrong -give further instructions

Explain the nature of effective written communications (CS)

-writer must know their goal, their purpose and state it clearly -tone is important, eg certain forms of communication such as memorandums and proposals -explain in clear terms what you want them do to, simple language -Use active language, eg I caught the ball -Good grammar and ounctuation -use visual elements clearly eg bold -SELECT APPROPRIATE FORMAT

Write inquiries (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

Demonstrate active listening skills.

1. Face the speaker. Sit up straight or lean forward slightly to show your attentiveness through body language. 2. Maintain eye contact. 3. Minimize external distractions. 4. Respond appropriately to show that you understand. Murmur ("uh-huh" and "um-hmm") and nod. Raise your eyebrows. Say words such as "Really," "Interesting," as well as more direct prompts: "What did you do then?" and "What did she say?" 5. Focus solely on what the speaker is saying. 6. Minimize internal distractions. 7. Keep an open mind. 8. Avoid letting the speaker know how you handled a similar situation. 9. Even if the speaker is launching a complaint against you, wait until they finish to defend yourself. The speaker will feel as though their point had been made. They won't feel the need to repeat it, and you'll know the whole argument before you respond. Research shows that, on average, we can hear four times faster than we can talk, so we have the ability to sort ideas as they come in...and be ready for more. 10. Engage yourself. Ask questions for clarification, but, once again, wait until the speaker has finished. That way, you won't interrupt their train of thought. After you ask questions, paraphrase their point to make sure you didn't misunderstand. Start with: "So you're saying..."

Organize information (CS)

1. Inventory of current content 2. Establish a hierarchical outline of your content 3. Divided the content into their respective units Various online programs for transactions, payroll, accounting and bookkeeping, contracts, corporate records, correspondence, employee records

Write professional e-mails (CS)

1. Open with a greeting 2. Thank the recipient 3. State your purpose 4. Closing remarks ( eg thank you for your consideration) 5. Closing: best regards, sincerely, thank you

Explain communication techniques that support and encourage a speaker.

Active listening, taking notes, and nonverbal cues such as eye contact.

Identify sources that provide relevant, valid written material.

Apply the REVIEW concept to sources. R: Relevance, E: Expertise of Author, V: Viewpoint of Author/Organization, I: Intended Audience, E: Evidence, W: When Published.

Use data visualization techniques (e.g., info graphics, heat-maps, dynamic model outputs)

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. -Infographics are graphic visual representations of information, data or knowledge intended to present information quickly and clearly -a representation of data in the form of a map or diagram in which data values are represented as colors -A dynamic model represents the behaviour of an object over time. It is used where the object's behaviour is best described as a set of states that occur in a defined sequence.

Ask relevant questions.

Explain your misunderstanding. State what you know. State what you don't know. Sound confident. Speak as well as you can. Always research first. Keep calm. Use the best spelling and grammar possible. Think about what they said. Ask for clarification when you need it.

Extract relevant information from written materials.

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, sub-headings, 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.

Defend ideas objectively (CS)

Getting behind an idea means imbuing it with conviction and passion. This commitment is vital when pushing for an initiative or suggestion that you think is important to implement, and helps bring others to your cause. But when faced with criticism, our instinct is to protect it as you might a child, putting yourself on the defensive. Defending yourself without being defensive is important, as without it you will be opened to additional criticism such as lashing out or shutting down. Maintaining an even keel in the face of skepticism or even hostility is a vital attribute to leadership presence, the kind of aura that you need to radiate if you ever hope to instill followership Be prepared. Whenever you propose an idea there are certain to be people who do not understand the idea, do not like the idea, or simply don't like you. So prepare yourself for objections. Consider who will say what and why. For example, one colleague may say your initiative is cost prohibitive, another might question its efficacy, and another might wonder about its timing. Develop comeback arguments to address concerns. Use such arguments either preemptively (before the criticism is raised) or after the objection is voiced. Be generous. Compliment others for the constructive feedback they are offering. You can do this even when the criticism is more critical than helpful because it shows that you are someone who is above pettiness. Others might be petty, but you are one who takes the high road. That demonstrates strength of character. Be patient. Few, if any, will embrace your idea as much as you have. After all, we all have our own agendas. So be realistic with your timeframe. Know that it will take time and effort to persuade others to adopt your idea. You will hear similar counter-arguments voiced multiple times; expect it. Refine your ideas to reflect that you are listening to others. And remember that patience also requires that you keep your cool. When you encounter criticism, counter with an argument that positions your idea as doing what is best for the organization — not simply yourself.

Facilitate (lead) group discussions

Gives everyone involved a voice. Whether the discussion is meant to form a basis for action, or just to play with ideas, it gives all members of the group a chance to speak their opinions, to agree or disagree with others, and to have their thoughts heard. In many community-building situations, the members of the group might be chosen specifically because they represent a cross-section of the community, or a diversity of points of view. Allows for a variety of ideas to be expressed and discussed. A group is much more likely to come to a good conclusion if a mix of ideas is on the table, and if all members have the opportunity to think about and respond to them. Is generally a democratic, egalitarian process. It reflects the ideals of most grassroots and community groups, and encourages a diversity of views. Leads to group ownership of whatever conclusions, plans, or action the group decides upon. Because everyone has a chance to contribute to the discussion and to be heard, the final result feels like it was arrived at by and belongs to everyone. Encourages those who might normally be reluctant to speak their minds. Often, quiet people have important things to contribute, but aren't assertive enough to make themselves heard. A good group discussion will bring them out and support them. Can often open communication channels among people who might not communicate in any other way. People from very different backgrounds, from opposite ends of the political spectrum, from different cultures, who may, under most circumstances, either never make contact or never trust one another enough to try to communicate, might, in a group discussion, find more common ground than they expected. Is sometimes simply the obvious, or even the only, way to proceed. Several of the examples given at the beginning of the section - the group of parents concerned about their school system, for instance, or the college class - fall into this category, as do public hearings and similar gatherings.

Follow oral directions.

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.

Interpret other' nonverbal cues.

Notice overall signals. The way someone dresses and habits of grooming can convey clues about who they are, or how they wish to be perceived. Pay attention to posture. This means more than just whether someone sits up straight. Leaning forward expresses interest in interacting with you. Turning away could mean that they do not want to continue the conversation. Understand gestures. Some people pepper their conversation with hand motions to emphasize or enhance their verbal meaning. Gestures often convey the emotional intensity behind words. Tune in to vocal tone. When a speaker's voice becomes high-pitched, it usually indicates excitement or other emotional intensity. Lowering the voice may mean that the speaker is trying to appear more authoritative or influence you as a listener. Watch the expression. Movements of the face, especially the eyebrows, can tell you how someone is reacting to you.

Participate in problem-solving groups

Problem-solving groups allow each employee to be heard and ensure that their rights are protected. -when you participate in problem solving groups you can help by solving what is going on and putting your understanding with the group -Discuss the common components and characteristics of problems. Explain the five steps of the group problem-solving process. -Describe the brainstorming and discussion that should take place before the group makes a decision. -Compare and contrast the different decision-making techniques. -Discuss the various influences on decision making. -Task difficulty. Difficult tasks are also typically more complex. Groups should be prepared to spend time researching and discussing a difficult and complex task in order to develop a shared foundational knowledge. This typically requires individual work outside of the group and frequent group meetings to share information. Number of possible solutions. There are usually multiple ways to solve a problem or complete a task, but some problems have more potential solutions than others. Figuring out how to prepare a beach house for an approaching hurricane is fairly complex and difficult, but there are still a limited number of things to do—for example, taping and boarding up windows; turning off water, electricity, and gas; trimming trees; and securing loose outside objects. Other problems may be more creatively based. For example, designing a new restaurant may entail using some standard solutions but could also entail many different types of innovation with layout and design. Group member interest in problem. When group members are interested in the problem, they will be more engaged with the problem-solving process and invested in finding a quality solution. Groups with high interest in and knowledge about the problem may want more freedom to develop and implement solutions, while groups with low interest may prefer a leader who provides structure and direction. Group familiarity with problem. Some groups encounter a problem regularly, while other problems are more unique or unexpected. A family who has lived in hurricane alley for decades probably has a better idea of how to prepare its house for a hurricane than does a family that just recently moved from the Midwest. Many groups that rely on funding have to revisit a budget every year, and in recent years, groups have had to get more creative with budgets as funding has been cut in nearly every sector. When group members aren't familiar with a problem, they will need to do background research on what similar groups have done and may also need to bring in outside experts. Need for solution acceptance. In this step, groups must consider how many people the decision will affect and how much "buy-in" from others the group needs in order for their solution to be successfully implemented. Some small groups have many stakeholders on whom the success of a solution depends. Other groups are answerable only to themselves. When a small group is planning on building a new park in a crowded neighborhood or implementing a new policy in a large business, it can be very difficult to develop solutions that will be accepted by all. In such cases, groups will want to poll those who will be affected by the solution and may want to do a pilot implementation to see how people react. Imposing an excellent solution that doesn't have buy-in from stakeholders can still lead to failure.

Apply written directions to achieve tasks

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.

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 back-up 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.

Distinguish between using social media for business and personal purposes

Social media can be used personally to communicate with friends and family, while professionally to promote products and events. -businesses use social media to advertise their company and to get connected with their customers/users and personal purposes are like email, and for employees to use for their daily life

Describe the impact of a person's social media brand on the achievement of organizational objectives

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

Steps when addressing a performance indicator

The 4 steps are: make a defining remark about the key term or concept of the KPI, provide examples of it, relate the term or concept to the case, and spice it up!

Explain the nature of effective verbal communications.

Types Verbal communication can be classified into two types, interpersonal communication and public speaking. Examples of interpersonal communication, communication between two or more individuals, include talking with friends and having a family meeting. Important aspects to interpersonal communication include what you say and the atmosphere you're in, especially when making a first impression. Public speaking, a more formal version of verbal communication, involves speaking to a group of people. The purpose for public speaking can vary from sharing information to persuasion. 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. F 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.

Example of good performance indicator response (effective communication)

We propose training classes, where verbal communication is key to employee's understanding the new procedures. We will have a PRO SYSTEMS employee conduct the training and he/she is very effective at communicating verbally. Our employee has good speaking skills, and will be able to effectively answer employees questions about the new systems. Our employee will also train FOREVER FLOWER'S employees on effective verbal communication so they will be better equipped to handle customer's orders and service issues. Through verbal communication, the trainer can work through any misunderstandings and emphasize areas of importance.

Adapt written correspondence to targeted audiences

Written correspondence should be written similarly to an oral presentation when directing it to a certain audience through methods such as humor and strong emotion. -Writing for an audience is usually as simple as maintaining awareness of them while you write. Age Location Gender Sexual orientation Income level Education level Marital or family status Occupation Ethnic background Religion Political affiliation Native language Lay Lay audiences have zero or very little experience with your subject matter. They may require a more basic definition or description of the concepts you introduce to them, explained in simple terms that they can easily understand. Managerial These types of business audiences have moderate knowledge, but may need more details to make an educated decision. You can usually assume that they already know the basic terms related to your subject, but providing supporting facts and statistics whenever possible will help to clarify your message. Expert Experts are highly educated or have a great deal of knowledge about your product, service or industry. To get them respond, you'll need to demonstrate that you have as much knowledge of the subject as they do by using a specialized vocabulary and current, up-to-date references that support your claims.

Select and use appropriate graphic aids (CS)

goal is to make the data stand out on the page, and do make the data support the main purpose of the document as clearly and strongly as possible -we want the reader to grasp the speakers ideas and opinions from their words, and then turn to the graphics for support of those ideas and opinions, sending them back to the words, and so on -graphics must be visible, must not be too detailed as attention must be on text -Tables, Graphs and Charts, Photos, Drawings and diagrams