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TEXAS CERTIFIED PUBLIC MANAGER PROGRAM AT SFA DOCUMENTING YOUR KNOWLEDGE FOR TRACK 3 Communicate Clearly (Due in class

June 3 at 8:30 a.m.)

Name: Devyn Jones Date: June 3,2011 Section in Communicate Clearly: #1 Learning the Basics Briefly state the main ideas of this section: It is important to know and utilize the basics of communication to handle information and improve relationships in your business.

List three important facts that the author uses to support the main ideas: 1. Method of communication is very important. You must first determine what message needs to be conveyed and then you can choose the method that is best suited to deliver the information whether written, verbal, images, etc. 2. Using appropriate body language and gestures can strengthen communication. Negative body signals can result in your message being received incorrectly. 3. Asking questions can increase understanding and knowledge. The key lies in knowing which questions to ask and when to ask them.

Discuss how this section relates to managing the public sector: Public sector employees need basic communication skills in order to communicate with citizens, coworkers, and supervisors. Understanding and using these skills will help employees serve the public more effectively.

How will you personally use the information in this section? Using Neuro-Linguistic Programming (NLP) will allow me to diffuse tense meetings where there may be very diverse opinions being discussed.

TEXAS CERTIFIED PUBLIC MANAGER PROGRAM AT SFA DOCUMENTING YOUR KNOWLEDGE FOR TRACK 3 Communicate Clearly (Due in class June 3 at 8:30 a.m.)

Name: Devyn Jones Date: June 3, 2011 Section in Communicate Clearly: #2 Exchanging Information Briefly state the main ideas of this section: Choosing the right communication method can help you achieve your communication goals. List three important facts that the author uses to support the main ideas: 1. It is easy to have your message misunderstood. To insure clarity, rehearse your message with an objective critic and use their feedback to correct any confusion. Avoid vague words and body language that contradicts verbal language. 2. Technology has changed the communication landscape drastically over the last decade. Information can flow much easier and faster by using technology. Keep electronic communication fast and efficient by sending only essential messages, keeping those messages short, and replying to incoming messages as soon as possible. 3. Written business communication is still the most useful when you need documentation of the message delivered. Effective written documents are written clearly, concisely, and are well planned out before they are written. A clear, optimistic and concise letter is more likely to give the desired result. Discuss how this section relates to managing the public sector: Exchanges of information between public sector employees and the public can sometimes be misinterpreted and consequently the public can take a negative view of the organization. Effective written communication, whether by technology or old-fashioned letters, can enhance the relationship between the organization and the citizen. How will you personally use the information in this section? I realize that I talk too fast a lot of time when speaking to individuals in person or on the phone and that it is important for me to slow down when speaking in order for them to be more sure of what I am attempting to communicate.

TEXAS CERTIFIED PUBLIC MANAGER PROGRAM AT SFA DOCUMENTING YOUR KNOWLEDGE FOR TRACK 3 Communicate Clearly (Due in class June 3 at 8:30 a.m.)

Name: Devyn Jones Date: June 3, 2011 Section in Communicate Clearly: #3 Acquiring More Skills Briefly state the main ideas of this section: In order to become an effective and successful communicator, one must know how to use both written and verbal communication to pass along information to both individuals and larger audiences and achieve understanding by each side. List three important facts that the author uses to support the main ideas: 1. Communicating on a one-to-one basis is needed to check performance of employees and to determine if additional coaching is needed. Even one-to-one meeting require preparation to insure that results are produced and that time was not wasted. 2. Chairing meetings can be difficult unless you are well prepared and stay in control. Having an agenda and sticking to it will help facilitate a "good meeting." If the purpose of the meeting is to make a decision then you must insure that one is made. 3. Use of visual aids when speaking at a training session, seminar or conference can assist the audience in comprehending the information. Make sure to hold your speech to 20-45 minutes and leave time for the audience to ask questions. Discuss how this section relates to managing the public sector: Public sector managers occasionally speak before the organizations governing body (i.e. City Council). Utilizing these communications methods for speaking to an audience can assist in presenting the information clearly and insure that the message is received as it was intended. Also, more frequently, public sector managers must conduct department meetings and by using these tips one should be able to make these meetings more effective and not viewed as a waste of time by other managers. How will you personally use the information in this section? I will be able to use the tips to keep my fellow co-workers at Jack Backers on task and it will also help me make more effective presentations.

TEXAS CERTIFIED PUBLIC MANAGER PROGRAM AT SFA DOCUMENTING YOUR KNOWLEDGE FOR TRACK 3 Communicate Clearly (Due in class June 3 at 8:30 a.m.)

Name: Devyn Jones Date: June 3, 2011 Section in Communicate Clearly: #4 Communicating for Results Briefly state the main ideas of this section: Communicating to gain positive results is a challenge that can be achieved through the use of various types of media to influence the public effectively. List three important facts that the author uses to support the main ideas:

1. Creating a organizational "identity" will help establish an organization within its market and become easily recognizable. The image you choose to portray for your organization influences your customer base in both negative and positive ways so be careful when determining the image. Web sites can be used to enhance an organizations image if designed well. 2. Public relations are very important in conveying both good and bad news to your customer base. Make sure that you have an educated public relations employee or hire an outside firm to handle these tasks in a professional manner. 3. Creative advertising can enhance your organizations image and appeal to the customer base. The media used for advertising can be internet, radio, TV, etc. based on the budget you have available. All types of media are productive and yield results if used correctly.
Discuss how this section relates to managing the public sector: The public sector needs to use these communication strategies to enhance their image with constituents. Many times public sector organizations must deal with the lingering effects of an employee's bad decision that reflects poorly on the organization. The public tends to hold the actions of one employee against the organization as a whole. Creating a positive image of the organization is a step to restoring the public's confidence in the organization. How will you personally use the information in this section? When making vision and mission statements in the future I will be sure to keep them short and action oriented. I will also be sure to monitor other agencies, organizations, and corporation web sites in order to stay up to date and see what they are doing.