Chapter

2Communication Skills

Learning Outcomes

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

Learning Outcomes

4. Understand why it’s still possible to communicate poorly

5. Understand the challenges of communication in international business activities

Communication Defined

• The art of exchanging information• Used to – Inform– Command– Instruct– Assess– Influence– Persuade

• Important in all aspects of life

Communication as Management Skill

• Important because– Managers need to give direction– Managers must motivate people– Managers must be able to convince customers

they should do business with them– Managers must be able to absorb ideas of others– Managers must be able to persuade others

Interpersonal Communication

• An interactive process between two people that involves sending and receiving messages, verbal and non-verbal

Factors causing interpersonal communication to fail1. 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

2. Semantics– Science or study of the meaning of words– One word might invite many interpretations– Technical language

3. Perception– Mental and sensory process and individual uses to

interpret– Selective perception– Memories– Like and dislikes

Interpersonal Communication

4. 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 Communicate

To master communication:• Understand 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– Active listening: absorb what the other person is

saying and respond to that person’s concerns

Learning to Communicate

To master communication:• Good listening skills– Helps managers absorb information, recognize

problems and understand others’ viewpoints– Active listening: absorb what the other person is

saying and respond to that person’s concerns• Indentify speaker’s purpose• Indentify the main ideas• Note tone and body language• Respond with appropriate comments

Learning to Communicate

To master communication:• Feedback– Information that flows from the receiver to

sender is feedback• Sender learns if the receiver received the

correct message• Receiver knows if he received the correct

message• Ask receiver to explain what he heard

Learning to Communicate

To master communication:• Non-verbal communication– Paralanguage includes pitch, temp, loudness and

hesitations in verbal communications– How close one stands– Eye contact– Non-verbal is important to supplement verbal

communication

Written Communication

• 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

Oral Communication

• The importance of oral communication– Usually informal and persuasive – Can use skills to give clear instructions, motivate

• Developing Oral communication skills– Make emotional contact; use the person’s name– 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 information

• Verbal communication– Best for sensitive information such as

reprimanding

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

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

Networking

• Social networking such as Facebook, blogs• Much information to manage about your

company• Domino’s example in the book

Getting it Wrong

• Don’t give information on a “need-to-know” basis

• Don’t delegate high-risk projects at the last minute

• Let employees have input• Focus on the customer

Getting it Wrong

Companies with Top Communication:• 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