1. Communication Skill
Chapter 9

2. Journal Entry
Who?
How?

3. 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.

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

5. 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

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

7. 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.

8. 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.

9. 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

10. Types of Communication
Written Communication
Oral Communication
s, 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

11. 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.

12. 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.

13. 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.

14. When in Doubt