1. Chapter 9 COMMUNICATION SKILLS

2. WHAT IS COMMUNICATION? The Act of Exchanging Information Used to inform, command, instruct, assess, influence, and persuade Managers can spend up to 75% of a work day communicating

3. WHAT DO MANAGERS COMMUNICATE? Give directions to employees Motivate employees Convince customers to do business Listen to ideas and concerns of employees and customers Persuade others to accept ideas and decisions that are sometimes not favorable

4. LEARNING TO COMMUNICATE Understand your audience Who are they? What opinions do they have? Are the friendly or hostile? Develop good listening skills Active listening Absorp/retain what is said to you Don’t focus on your response while listening Engage your audience 10 minute oral presentation Average person will remember 50% at the end 25% retention 48 hours later 10% retention after a week

5. LEARNING TO COMMUNICATE Recognize Non-verbal Communication Subtle communication Facial gestures, voice tone, eye contact Often conveys a stronger message than the spoken word

6. TYPES OF COMMUNICATION Written Communication Must identify Purpose Audience Main Message Includes email, memos, letters, reports Good writing Simple and clear Audience appropriate Correct grammar and spelling (proofread!!)

7. TYPES OF COMMUNICATION Oral Communication Can be formal or informal Don’t underestimate informal communication…a simple “good morning” goes a long way!! Good oral communication Establish an emotional connection Make eye contact Vary your voice tone Be enthusiastic Don’t interrupt others Be courteous if disagreed with Avoid empty words…uh, oh, um

8. WHICH METHOD IS BEST? Certain situations call for certain communications More serious matters usually require written documentation Simple communication can be done verbally Size of the audience may factor in One email can reach an entire company