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Communication Skills - Chapter 2 EXAM REVIEW. Mr. Ockenhouse Business Management Class Council Rock School District. Communication Defined. What is Communication? Communication is the act of exchanging information. It can be used to:. inform • assess command • influence
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Communication Skills - Chapter 2EXAM REVIEW Mr. Ockenhouse Business Management Class Council Rock School District
Communication Defined What is Communication? • Communicationis 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 • Manager spends over 75% their time communicating
Why is this important? • Managers spend most of their time communicating, so it is important that they develop effective communication skills. • Used to motivate people • Making customers happy is a primary duty • Remember:Happy customers versus Unhappy customers • Happy: Tells 3-4 people • Unhappy: Tells 10-100 people
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 Sender Receiver Initial message communicated both verbally and nonverbally. Step # 1-Event or condition generates information. This creates a message. Sender Reply message communicated both verbally and nonverbally (sometimes referred to as feedback).
Interpersonal Communication • Semantics • Science or study of the meaning of words and symbols • One word might invite many interpretations • Technical language • One cause of interpersonal failure is not understanding this • 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 • Who is the manager speaking with? • Different communications required depending on who you are speaking with or too!
Learning to Communicate Understanding the Audience How? Critical Steps: 1. Define the audience 2. Remember: WIIFM 3. Deliver the goods 4. Watch for feedback 5. Be flexible
Learning to Communicate Good listening skills • Helps managers absorb information, recognize problems and understand others’ viewpoints
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. SPECIAL NOTE:After listening to a 10-minute oral presentation, the average listener has heard, comprehended, accurately evaluated, and retained about 50% of what was said.
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; • Sometimes called “paralanguage” • eye contact • with facial expressions and gestures • by raising or lowering their voices • Pitch, tempo, loudness, hesitations • by the way they dress • by the way they walk
Body Language and Intent • Voluntary/Intentional movements - Usually called "Gestures". These are movements you intended to make, like shaking a hand, giving the finger, blinking with one eye... • Involuntary movements - Usually called "tells", but "ticks" also fall into this category. • Any body movement you have no control over falls in this category. • While technically not a body movement, sweating also applies.
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
Action Verbs • Use strong, active, visual verbs to propel your writing and readers along. • People like to see what’s happening in their heads and use visual definitions!
P/S/A Paradigm Problem-Solution-Action • Frame the problem: • We are losing valuable workers. • Pose a Solution: • Let’s create a worker retention program. • Call to Action: • Let’s hire a consultancy for manager training next month.
WIIFM What is in for me?
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, criticism, or investigation
Within the Organization The grapevine • Informal channels or paths 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 • MOST commonly used by businesses Intranets • Private corporate network • Uses Internet technologies • Usually only internally
Beyond the Organization Internet • Global collection of independently operating, but interconnected, computers. Intranet • Internal system of electronics
Networking • E-mail, cell phones, videocast, 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 • Come with inherent dangers!
Getting it Wrong MAJOR MISTAKES IN COMMUNICATION • 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 POSITIVE TOOLS IN COMMUNICATION • 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
Exam Next Class! 35 Questions • Online: Quia • Multiple Choice • True/False • Drop Down