Communication Skills - Chapter 2 Mr. Sherpinsky Business Management Class Council Rock School District
Bell Activity • Define key terms and write a quick paragraph on what communication techniques you think are important for business and why.
Goals & Objectives • Define communication • Explain why effective communication is an important management skill • Explain the significance of networking and social media in management communications • Understand why it’s still possible to communicate poorly • Understand the challenges of communication in international business activities
Communication Defined What is Communication? • Communication is the act of exchanging information. It can be used to: • inform • assess • command • influence • instruct • persuade Important in all aspects of life
Communication as Management Skill Communicating in the Business World • Managers communicate every day and spend about three-quarters of the day in communication with others. • Absorb information, motivate employees and communicate effectively with customers and co-workers
Why is this important? • Managers spend most of their time communicating, so it is important that they develop effective communication skills.
Communication as Management Skill Why is communication an important management skill? • Managers must give direction to the people who work for them. • Managers must be able to motivate people. • Managers must be able to convince customers that they should do business with them. • Managers must be able to absorb the ideas of others. • Managers must be able to persuade other people.
Are You understood? • Most people don’t even know when they’re being misunderstood
Interpersonal Communication Defined: An interactive process between two people that involves sending and receiving messages, verbal and non-verbal • Conflicting or inappropriate assumptions • We make assumptions about what is being said and we need to be sure we understand and are understood
Interpersonal Communication • Semantics • Science or study of the meaning of words • One word might invite many interpretations • Technical language • Perception • Mental and sensory process and individual uses to interpret • Selective perception • Memories • Like and dislikes • Emotions • How we feel affects the way we send or receive messages Ever send an e-mail when you were angry or tired?
Learning to Communicate Understanding the Audience • What does the audience already know? • What does it want to know? • What is its capacity for absorbing information? • What does is hope to gain by listening? • Is it hoping to be motivated? Informed? Convinced? • Is the audience friendly or hostile?
Learning to Communicate Understanding 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
Learning to Communicate Feedback • Listen actively • Identify speaker’s purpose • Identify the main ideas • Note tone and body language • Respond with appropriate comments Information that flows from the receiver to sender is feedback
Developing Communication Skills Nonverbal Communication • People also communicate without words, or nonverbally, in the following ways; • eye contact • with facial expressions and gestures • by raising or lowering their voices • by the way they dress • by the way they walk
Developing Communication Skills Active Listening • One way to be a good listener is to be an active listener • Identify the speaker’s purpose. • Identify the speaker’s main ideas. • Note the speaker’s tone as well as his or her body language. • Respond to the speaker with appropriate comments, questions, and body language.
Written Communications 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
Oral Communications The importance of oral communication • Usually informal and persuasive • Can use skills to give clear instructions, motivate Developing Oral communication skills • Make emotional contact • Avoid monotone • Be enthusiastic and positive • Don’t interrupt others • Be courteous • Avoid empty words such as “uh,” “um,” and “like”
The Method of Communication Written communication • Best for routine information Verbal communication • Best for sensitive information such as reprimanding
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
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
Networking • E-mail, cell phones, smartphones, and texting have brought a new meaning to keep in touch • Social networking such as Facebook, YouTube, Twitter, and blogs • Much information to manage about your company • Domino’s example in the book • Thinking Critically 2.2, Page 36
Getting it Wrong • Don’t give information on a “need-to-know” basis • Don’t delegate high-risk projects at the last minute with minimal explanation • Making decisions and communicating those decision with little to no input from the people affected
Getting it Right • Focus on the customer • Engage employees in business • Improve managerial communication • Manage change effectively • Measure performance of communication programs • Establish a strong employee brand
Communicating Internationally Verbal and non-verbal communication changes with international business • Learn the culture • Write and speak clearly • Avoid slang
Activity Listening Skills • Pair up • Decide if you are partner A or B • Sit back to back with desk in front of you • Wait for my instructions