Chp . 11 Communication & Interpersonal Skills

1. Chp. 11 Communication & Interpersonal Skills

2. Written Communication • One of the more common forms of communication in business • Written communication is: • a) tangible – both the sender and receiver have a copy • b) verifiable – if there’s a question about content, can be retrieved and examined • c) more permanent than oral – message can be stored • Drawbacks: • a) time-consuming • b) no feedback to see if message was received as intended

3. Examples of written communication: • A) memos • B) letters • C) e-mails • D) Bulletin boards • E) Newsletters • F) Text messages

4. Grapevine • “I heard it through the grapevine” • One of the most lively channels of communication • An unofficial channel of communication • Exists in every organization • Info. usually spread by word of mouth • A two-way process – where good info. Passes among people rapidly and bad info. Even more quickly! • Two big problems: a) lack of accuracy (not always correct) • b) spreading of rumours

5. Non-Verbal Communication • Some of the most meaningful communication occurs through: • Non-verbal cues – communication that is not written or spoken i.e. a red light tells you something without words • There are two broad areas of non-verbal cues: • A) body language – facial expressions, hand motions, gestures, body movements • B) intonation – the way we say words or phrases - “tone of voice” - a smooth tone creates a different meaning than a loud tone

6. Electronic Media • Today`s business world would be hard-pressed to communicate without the use of various pieces of equipment, such as: • A) voice-activated computers • B) closed-circuit television • C) pagers • D) cell phones • E) fax machines • E-mail has become one of the fastest growing and most convenient forms of communication

7. Four reasons why it`s so popular: • A) fast • B) convenient • C) cheap • D) you can send the same message to dozens of people at the same time • But it is important to remember that using e-mail is a public communication. NEVER send an e-mail to someone unless you are prepared to have the contents of that message shared with others – and shared potentially around the world