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 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