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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

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communication skills chapter 2

Communication Skills - Chapter 2

Mr. Sherpinsky

Business Management Class

Council Rock School District

bell activity
Bell Activity
  • Define key terms and write a quick paragraph on what communication techniques you think are important for business and why.
goals objectives
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
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
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
Why is this important?
  • Managers spend most of their time communicating, so it is important that they develop effective communication skills.
communication as management skill1
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
Are You understood?
  • Most people don’t even know when they’re being misunderstood
interpersonal communication
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 communication1
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
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 communicate1
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 communicate2
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
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 skills1
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
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
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
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
  • 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
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
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
Communicating Internationally

Verbal and non-verbal communication changes with international business

  • Learn the culture
  • Write and speak clearly
  • Avoid slang
activity
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