Communication Skills - Chapter 2Mr. Sherpinsky

Business Management ClassCouncil Rock School District

Bell Activity

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

Goals & Objectives1. Define communication2. Explain why effective communication is

an important management skill3. 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

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

Why is this important?• Managers spend most

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

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.

Are You understood?• Most people

don’t even know when they’re being misunderstood

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• 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?

Learning to CommunicateUnderstanding 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?

Learning to CommunicateUnderstanding 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

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;– eye contact– with facial expressions and gestures– by raising or lowering their voices– by the way they dress– by the way they walk

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.

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

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

Within the OrganizationThe 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 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

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

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

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

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

Communicating Internationally

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

ActivityListening 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