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Chapter 2

Chapter 2. Communication Skills. Learning Outcomes. Define communication Explain why effective communication is an important management skill Explain the significance of networking and social media in management communications. Learning Outcomes.

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Chapter 2

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  1. Chapter2 Communication Skills

  2. Learning Outcomes • Define communication • Explain why effective communication is an important management skill • Explain the significance of networking and social media in management communications

  3. Learning Outcomes • Understand why it’s still possible to communicate poorly • Understand the challenges of communication in international business activities

  4. Communication Defined • The art of exchanging information • Used to • Inform • Command • Instruct • Assess • Influence • Persuade • Important in all aspects of life

  5. Communication as Management Skill • Important because • Managers need to give direction • Managers must motivate people • Managers must be able to convince customers they should do business with them • Managers must be able to absorb ideas of others • Managers must be able to persuade others

  6. Interpersonal Communication • An interactive process between two people that involves sending and receiving messages, verbal and non-verbal Factors causing interpersonal communication to fail 1. Conflicting or inappropriate assumptions • We make assumptions about what is being said and we need to be sure we understand and are understood

  7. Interpersonal Communication 2. Semantics • Science or study of the meaning of words • One word might invite many interpretations • Technical language 3. Perception • Mental and sensory process and individual uses to interpret • Selective perception • Memories • Like and dislikes

  8. Interpersonal Communication 4. Emotions • How we feel affects the way we send or receive messages • Ever send an e-mail when you were angry or tired?

  9. Learning to Communicate To master communication: • Understand the audience • Who is the manager speaking with? Different communications required depending on who you are speaking with • Good listening skills • Helps managers absorb information, recognize problems and understand others’ viewpoints • Active listening: absorb what the other person is saying and respond to that person’s concerns

  10. Learning to Communicate To master communication: • Good listening skills • Helps managers absorb information, recognize problems and understand others’ viewpoints • Active listening: absorb what the other person is saying and respond to that person’s concerns • Indentify speaker’s purpose • Indentify the main ideas • Note tone and body language • Respond with appropriate comments

  11. Learning to Communicate To master communication: • Feedback • Information that flows from the receiver to sender is feedback • Sender learns if the receiver received the correct message • Receiver knows if he received the correct message • Ask receiver to explain what he heard

  12. Learning to Communicate To master communication: • Non-verbal communication • Paralanguage includes pitch, temp, loudness and hesitations in verbal communications • How close one stands • Eye contact • Non-verbal is important to supplement verbal communication

  13. Written Communication • Managers must learn to be effective at written communications • Principles of good writing • Be simply and clear • Make sure content and tone are appropriate for the audience • Always proofread

  14. Oral Communication • The importance of oral communication • Usually informal and persuasive • Can use skills to give clear instructions, motivate • Developing Oral communication skills • Make emotional contact; use the person’s name • Avoid monotone • Be enthusiastic and positive • Don’t interrupt others • Be courteous • Avoid empty words such as “uh,” “um,” and “like”

  15. The Method of Communication • Written communication • Best for routine information • Verbal communication • Best for sensitive information such as reprimanding

  16. Within the Organization • The grapevine • Informal path of communication • Develops due to common hobbies, hometowns, family ties and social relationships • Always exists in an informal structure • Does not follow hierarchy • Managers can use grapevine to communicate information

  17. Within the Organization • E-mail • Electronic mail • High-speed exchange of written messages • E-mail can waste time due to keeping managers “in the loop” and being copied on all e-mails • Intranets • Private corporate network • Uses Internet technologies • Usually only internally

  18. Networking • Social networking such as Facebook, blogs • Much information to manage about your company • Domino’s example in the book

  19. Getting it Wrong • Don’t give information on a “need-to-know” basis • Don’t delegate high-risk projects at the last minute • Let employees have input • Focus on the customer

  20. Getting it Wrong Companies with Top Communication: • Engage employees in business • Improve managerial communication • Manage change effectively • Measure performance of communication programs • Establish a strong employee brand

  21. Communicating Internationally • Verbal and non-verbal communication changes with international business • Learn the culture • Write and speak clearly • Avoid slang

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