1. Communicating Effectively
CHAPTER 4
Communicating Effectively
Overview
The Importance of Good Communication
Why Communication Is So Important
Obstacles to Good Communication
Listening
Directing People at Work
Business Writing
Meetings
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

2. The Importance of Good Communication
CHAPTER 4
Communicating Effectively
The Importance of Good Communication
Communications is a term that sums up the sending & receiving of messages.
The way employees communicate can make or break a company.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

3. Types of Communications
CHAPTER 4
Communicating Effectively
Types of Communications
Interpersonal communication – The sending and receiving of messages between people.
Organizational communication – Messages move up and down the organizational levels.
Two-way or open communication – Messages move freely back and forth from one person to another, or up and down the ladder as well
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

4. Types of Communications
CHAPTER 4
Communicating Effectively
Types of Communications
Interviewing communication – A conversation with a purpose.
Small group communication – Three or more communicate to influence one another.
Mass communication – Messages sent to many via newspapers, magazines, books, radio, television, etc.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

5. Communicating Effectively
CHAPTER 4
Communicating Effectively
The Communication Process
Six elements of a successful communication.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

6. Why Communication is So Important
CHAPTER 4
Communicating Effectively
Why Communication is So Important
Most supervisors probably think of themselves as senders rather than receivers, and most of the time they are. Many do not realize the importance of receiving as well.
Poor communication = problems.
Good leaders talk to their people informally to build working relationships, a positive climate, & a sense of belonging.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

7. Obstacles to Good Communication
CHAPTER 4
Communicating Effectively
Obstacles to Good Communication
Communicators Affect the Message
Symbols Can Obscure The Meaning
Problems in Sending the Message
Problems in Receiving the Message
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

8. Obstacles to Good Communication
CHAPTER 4
Communicating Effectively
Obstacles to Good Communication
1. Communicators Affect the Message
Differences in background, education, past experience, and intelligence can often cause communication difficulties.
Associates also differ in attitudes, opinions, and values , and these differences can inhibit communication or garble messages.
Prejudices, assumptions, and expectations can distort communications.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

9. Obstacles to Good Communication
CHAPTER 4
Communicating Effectively
Obstacles to Good Communication
2. Symbols Can Obscure The Meaning
Words are often misinterpreted because they can have several meanings.
Nonverbal communication – signs, gestures, and body language to convey specific meanings.
People also convey feelings and attitudes unconsciously, through facial expression, tone of voice, intonation, gestures, and body language.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

10. Familiar symbols that convey feelings without words.
CHAPTER 4
Communicating Effectively
Figure 4.3
Familiar symbols that convey feelings without words.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

11. Obstacles to Good Communication
CHAPTER 4
Communicating Effectively
Obstacles to Good Communication
3. Problems in Sending the Message
If you send messages at the wrong time, to the wrong people, by the wrong means, they may never reach its destination.
To get a message through, you must choose the right means of sending it.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

12. Obstacles to Good Communication
CHAPTER 4
Communicating Effectively
Obstacles to Good Communication
4. Problems in Receiving the Message
When the receiver hears or reads a message, the meaning may be obscured by the way it is phrased or by something left out, assumptions, and so on.
Sometimes the receiver is preoccupied with something else or not interested enough to listen carefully.
Sometimes a message or the way it is delivered will trigger emotions that make it unacceptable.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

13. Communicating Effectively
CHAPTER 4
Communicating Effectively
Listening
Paying complete attention to what people have to say & hearing them out.
The most neglected part of the communication process & sometimes the most important!
It is a learnable management skill.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

14. Bad Listening Practices
CHAPTER 4
Communicating Effectively
Bad Listening Practices
Going off on tangents.
Reacting emotionally.
Cutting off the flow of the message.
Probing, interrogating, assigning blame, or analyzing motives only complicates matters.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

15. Communicating Effectively
CHAPTER 4
Communicating Effectively
How to Listen
Give the other person your undivided attention.
Hear the person out.
Look for the real message.
Keep your emotions out of the communication.
Maintain your role.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

16. Directing People at Work
CHAPTER 4
Communicating Effectively
Directing People at Work
Send a clear message: explicit, specific, & complete.
Get your message accepted: build trust, get the interest of the receiver, make sure the message is reasonable.
Make a positive impact: put yourself on the employee's level, talk to them person to person.
Follow the steps for giving instructions (see next slide).
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

17. Making a Positive Impact
CHAPTER 4
Communicating Effectively
Making a Positive Impact
Your message must have a positive impact
People often make the mistake of talking to others from a position of power
The situation affects your communication style, and it’s too easy to let your emotions take over
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

18. Emotional Intelligence (EI)
CHAPTER 4
Communicating Effectively
Emotional Intelligence (EI)
Often measured as EI Quotient (EQ).
EI is defined as “the ability to manage ourselves & our relationships effectively.”
Critical components include:
Self-awareness
Self-regulation
Motivation
Empathy
Social skill
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

19. Communicating Effectively
CHAPTER 4
Communicating Effectively
Giving Instructions
Step 1: Plan what you are going to say, to whom, when, & where.
Step 2: Establish a climate of acceptance.
Step 3: Deliver instructions calmly & confidently.
Step 4: Verify understanding.
Step 5: Follow up: observe, check, assist, & evaluate your instructions.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

20. Computer & Telephone-Aided Communication
CHAPTER 4
Communicating Effectively
Computer & Telephone-Aided Communication
Today, vital information can be communicated far more quickly.
Networked computer systems link corporate & independent hospitality businesses to one another, the supply chain, & various information sources via the World Wide Web.
Now there is communication through:
and Instant Messaging
Voic
Intranets and Extranets
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

21. Communicating Effectively
CHAPTER 4
Communicating Effectively
Social Media
Twitter
Facebook
Instagram
Intranet
Extranet
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

22. Communicating Effectively
CHAPTER 4
Communicating Effectively
Business Writing
Some common problems include:
Too long, too wordy
Too vague
Too much jargon
Poorly organized
Purpose not clear
Sloppy: misspelling, incorrect grammar
Too negative
Indirect
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.

23. Communicating Effectively
CHAPTER 4
Communicating Effectively
Meetings
Make them effective:
Be prepared: use an agenda.
Start on time: review agenda.
Summarize & move on.
Keep discussion focused.
Keep meeting minutes.
Have some rules of order.
Handle differences of opinion with respect.
Copyright © 2016 by John Wiley & Sons, Inc. All Rights Reserved.