1. Communication Skills - Chapter 2 EXAM REVIEW
Mr. Ockenhouse
Business Management Class
Council Rock School District

2. 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

3. 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

4. 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 people

5. 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

6. 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).

7. 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 when you were angry or tired?

8. Learning to Communicate
Understanding the Audience
Who is the manager speaking with?
Different communications required depending on who you are speaking with or too!

9. 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

10. Learning to Communicate
Good listening skills
Helps managers absorb information, recognize problems and understand others’ viewpoints

11. 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.

12. 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

13. 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

14. 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.

15. 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

16. 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!

17. 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.

18. WIIFM
What is in for me?

19. 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”

20. The Method of Communication
Written communication
Best for routine information
Verbal communication
Best for sensitive information such as reprimanding, criticism, or investigation

21. 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

22. Within the Organization
Electronic mail
High-speed exchange of written messages
can waste time due to keeping managers “in the loop” and being copied on all s
MOST commonly used by businesses
Intranets
Private corporate network
Uses Internet technologies
Usually only internally

23. Beyond the Organization
Internet
Global collection of independently operating, but interconnected, computers.
Intranet
Internal system of electronics

24. Networking
, 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!

25. 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

26. 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

27. Communicating Internationally
Verbal and non-verbal communication changes with international business
Learn the culture
Write and speak clearly
Avoid slang

28. Exam Next Class! 35 Questions Online: Quia Multiple Choice True/False
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