1. Communication Skills - Chapter 2 Mr. Sherpinsky Business Management Class Council Rock School District

2. Bell Activity Define key terms and write a quick paragraph on what communication techniques you think are important for business and why.

3. Goals & Objectives 1.Define communication 2.Explain why effective communication is an important management skill 3.Explain the significance of networking and social media in management communications 4.Understand why it’s still possible to communicate poorly 5.Understand the challenges of communication in international business activities

4. 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

5. 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

6. Why is this important? Managers spend most of their time communicating, so it is important that they develop effective communication skills.

7. Communication as Management Skill Why is communication an important 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. Are You understood? Most people don’t even know when they’re being misunderstood

9. 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

10. Interpersonal Communication Semantics – Science or study of the meaning of words – One word might invite many interpretations – Technical language 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?

11. Learning to Communicate Understanding the Audience What does the audience already know? What does it want to know? What is its capacity for absorbing information? What does is hope to gain by listening? – Is it hoping to be motivated? Informed? Convinced? Is the audience friendly or hostile?

12. Learning to Communicate Understanding the Audience – Who is the manager speaking with? Different communications required depending on who you are speaking with Good listening skills – Helps managers absorb information, recognize problems and understand others’ viewpoints

13. 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

14. Developing Communication Skills Nonverbal Communication People also communicate without words, or nonverbally, in the following ways; – eye contact – with facial expressions and gestures – by raising or lowering their voices – by the way they dress – by the way they walk

15. 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.

16. 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

17. 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”

18. The Method of Communication Written communication – Best for routine information Verbal communication – Best for sensitive information such as reprimanding

19. Within the Organization The grapevine – Informal path 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

20. 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 Intranets – Private corporate network – Uses Internet technologies – Usually only internally

21. Networking E-mail, cell phones, 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 Domino’s example in the book – Thinking Critically 2.2, Page 36

22. Getting it Wrong 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

23. Getting it Right Focus on the customer Engage employees in business Improve managerial communication Manage change effectively Measure performance of communication programs Establish a strong employee brand

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

25. Activity Listening Skills – Pair up – Decide if you are partner A or B – Sit back to back with desk in front of you – Wait for my instructions