1. COMMUNICATION SKILLS Introduction to Business & Marketing February 21, 2012

2. Defining Communication

3. Communication  Process of exchanging messages between a sender and receiver

4. Communication Skills  Used to send and receive messages  Includes listening, reading, speaking, and writing  Effective communication is vital in every aspect of business!

5. Communication Process

6. Elements of Communication Barriers M ESSAG E F EEDBAC K Barriers Sender Receiver Channel Message Barriers Feedback

7. Channels  a.k.a. “media”  avenues through which messages are delivered

8. Communication Media in Business  Face-to-face (meetings, presentations)  Written Memos  Telephone  Fax  Email  Instant Message  Video Conferencing

9. How are they different?  Capacity how much content they can carry  Speed  Cost  Accuracy / Quality of the Message  Need for feedback Which communication channel you use will depend on the importance of these factors…

10. Message  The information the sender wants to communicate  Avoid nonstandard language (slang) to ensure that your message is understood

11. Barriers  Obstacles that interfere with the interpretation of a message

12. Verbal Barriers  Vague or unclear language  Foreign languages  Different dialect  Soda, pop, soda pop, or Coke?  Jargon vs. Layman’s terms

13. Physical Barriers  Geographic location  Visual distractions  Noise

14. Feedback  Receiver’s response to a message  Examples…  asking questions to clarify the message  acknowledging having received / understood message

15. Why is this important?  Studies have shown that 70% of our waking hours are spent communicating!  Most jobs, especially in business or marketing, require good communication skills for success.

16. Communication Media Group Project!  You will be assigned to a group. Each group will be assigned a communication channel / medium.  Create a poster about your channel that includes the following:  Pictures / Visuals  When this channel would be used instead of others  Potential barriers of communication  Etiquette – 3 DOs and 3 DON’Ts when communicating this way