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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

Chapter2

Communication Skills

learning outcomes
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 outcomes1
Learning Outcomes
  • Understand why it’s still possible to communicate poorly
  • Understand the challenges of communication in international business activities
communication defined
Communication Defined
  • The art of exchanging information
  • Used to
    • Inform
    • Command
    • Instruct
    • Assess
    • Influence
    • Persuade
  • Important in all aspects of life
communication as management skill
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
interpersonal communication
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
interpersonal communication1
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
interpersonal communication2
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?
learning to communicate
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
learning to communicate1
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
learning to communicate2
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
learning to communicate3
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
written communication
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
oral communication
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”
the method of communication
The Method of Communication
  • Written communication
    • Best for routine information
  • Verbal communication
    • Best for sensitive information such as reprimanding
within the organization
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 organization1
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
Networking
  • Social networking such as Facebook, blogs
  • Much information to manage about your company
  • Domino’s example in the book
getting it wrong
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
getting it wrong1
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
communicating internationally
Communicating Internationally
  • Verbal and non-verbal communication changes with international business
    • Learn the culture
    • Write and speak clearly
    • Avoid slang