Communication Skills - Chapter 2 EXAM REVIEW

Communication Skills - Chapter 2EXAM REVIEW

Mr. SherpinskyBusiness Management ClassCouncil Rock School District

Communication DefinedWhat 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

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

– Manager spends over 75% their time communicating

Why is this important?• Managers spend most of their

time communicating, so it is important that they develop effective communication skills.

• Used to motivate people• Making customers happy is

a primary duty– Remember: Happy customers

versus Unhappy customers– Happy: Tells 3-4 people– Unhappy: Tells 10-100 people

Interpersonal CommunicationDefined: 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

Interpersonal Communication

Sender

Sender

ReceiverInitial message

communicated both verbally and nonverbally.

Step # 1-Event or condition generates information. This creates a message.

Reply message

communicated both verbally and nonverbally (sometimes referred to as feedback).

Interpersonal Communication• Semantics

– Science or study of the meaning of words and symbols– One word might invite many interpretations– Technical language– One cause of interpersonal failure is not understanding this

• 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?

Learning to CommunicateUnderstanding the Audience–Who is the manager speaking with? • Different communications required depending

on who you are speaking with or too!

Learning to CommunicateUnderstanding the Audience

How? Critical Steps:1. Define the audience2. Remember: WIIFM3. Deliver the goods4. Watch for feedback5. Be flexible

Learning to CommunicateGood listening skills– Helps managers absorb information,

recognize problems and understand others’ viewpoints

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.

SPECIAL NOTE: After listening to a 10-minute oral presentation, the average listener has heard, comprehended, accurately evaluated, and retained about 50% of what was said.

Learning to CommunicateFeedback– 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

Developing Communication Skills

Nonverbal Communication• People also communicate without words, or

nonverbally, in the following ways;• Sometimes called “paralanguage”

– eye contact– with facial expressions and gestures– by raising or lowering their voices

• Pitch, tempo, loudness, hesitations– by the way they dress– by the way they walk

Body Language and Intent• Voluntary/Intentional

movements - Usually called "Gestures". These are movements you intended to make, like shaking a hand, giving the finger, blinking with one eye...

• Involuntary movements - Usually called "tells", but "ticks" also fall into this category. – Any body movement you have no

control over falls in this category. • While technically not a body movement,

sweating also applies.

Written CommunicationsManagers 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

Action Verbs• Use strong, active, visual

verbs to propel your writing and readers along.– People like to see what’s happening in the

heads

P/S/A ParadigmProblem-Solution-Action• Frame the problem:–We are losing valuable workers.

• Pose a Solution:– Let’s create a worker retention

program.• Call to Action:– Let’s hire a consultancy for

manager training next month.

WIIFM

What is in for me?

Oral CommunicationsThe 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”

The Method of Communication

Written communication– Best for routine

informationVerbal communication– Best for sensitive

information such as reprimanding, criticism, or investigation

Within the OrganizationThe grapevine– Informal channels or paths 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

Within the OrganizationE-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– MOST commonly used by businesses

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

Beyond the OrganizationInternet– Global collection of

independently operating, but interconnected, computers.

Intranet– Internal system of electronics

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

Getting it WrongMAJOR MISTAKES IN COMMUNICATION• 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

Getting it RightPOSITIVE TOOLS IN COMMUNICATION• Focus on the customer• Engage employees in business• Improve managerial communication • Manage change effectively• Measure performance of

communication programs• Establish a strong employee brand

Communicating Internationally

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

Exam Next Class!35 Questions–Online: Quia–Multiple Choice–True/False–Drop Down