Communication Skill Chapter 9

Journal Entry Who? How?

What you should learn. Understand why business managers need effective communication skills. List the skills needed to listen actively. Name five ways that business managers can improve their writing. Name four ways that business managers can improve their oral communication skills. Identify which form of communication is appropriate in different business situations.

Vocabulary Communication Active Listening Non-verbal Cues Memos Business Letter Reports

Think About It If a person’s verbal message is different from his or her nonverbal message which one do you believe? Why? How do you know when someone is being a good listener? Write in your journal describing how you are a good listener. Quote from Coach Carter

What is Communication? Communication is the act of exchanging information. Inform Command Instruct Assess Influence Persuade Absorb Information Motivate Deal effectively

Communication as a 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.

Learning to Communicate Understand your audience What does the audience already know? What does it want to know? What is its capacity for absorbing information? What does it hope to gain by listening? Is it hoping to be motivated? Informed? Convinced? Is the audience friendly or hostile? Develop good listening skills Active Listening involves absorbing what another person is saying and responding to the person’s concerns. What is the speaker’s purpose? What is the speaker’s main idea? What is the speaker’s tone and body language? Respond appropriately.

The Importance of Nonverbal Communication Nonverbal Cues are pieces of information acquired by observing rather than listening to other people. Eye contact Facial expressions Voice tone and volume Dress Walk Posture: sitting or standing

Types of Communication Written Communication Oral Communication Emails, letters, & reports Simple, clear, concise, polite & persuasively Purpose, audience, main point Proofread it! Memos Business letter Reports Most oral communication is informal Instruction, motivate, and persuade Address by name when possible Avoid monotone Enthusiasm and positivity Don’t interrupt others Be courteous No empty sounds or words

Best Method of Communication Oral communication is most appropriate for sensitive communication, such as reprimanding or dismissing and employee. Written communication is most appropriate for communicating routine information, such as changes in company policy or staff.

Facts, Ideas, and Review Mangers spend as much as three quarters of their time communicating Manages must give directions to the people who work for them, and they must be able to motivate people. A speaker or writer must know what the audience already knows, what it wants to know, and what it hopes to gain by listening. Active listening involves absorbing what another person is saying, and responding to the person’s concerns.

Facts, Ideas, and Review Managers can write as simply and clearly as possible, and be sure that the content and tone of the document are appropriate for the audience. Managers need to know how to write memos, letters, and reports. Two techniques managers can use to improve their oral communication skills are to be enthusiastic and avoid interrupting others. A manger would use written communication to communicate routine information and verbal communication for sensitive information.

When in Doubt