Communication Skills

Discussion Starter: How do you know when someone isn’t being

a good listener?1

Learning Targets (Section #1)● I can explain why business managers

need effective communication skills

● I can identify skills needed to listen actively

● I can identify ways that business managers can improve their oral communication skills

2

Communication as a Management Skill1. Direction needs to be given to employees

2. Managers must be able to motivate people

3. Convince customers to do business with them

4. Managers must absorb the ideas of others

5. Managers must be able to persuade other people

3

Learning to Communicate● Understanding the Audience

● Developing Good Listening Skillso Listening is one of the most important

communication skills a manager can possess. What happens when managers fail to listen carefully?

● Understand the importance of nonverbal communication

4

Are You A Good Listener?● Are you open to what other people say to you, or do you make up

your mind about things before you hear other people’s views?

● Do you become bored when other people speak?

● Do you interrupt people when they are speaking?

● Do you daydream at meetings?

● Are you hesitant to ask clarifying questions?

5

Using Active Listening to Handle Customer Complaints

1.Listening - Helps managers understand why customers are dissatisfied

2.Responding - Always be courteous & friendly when dealing w/customers.

3.Making sure the customer is satisfied6

Learning Targets (Sect. 2)1. I can explain why business managers need to

have excellent verbal communication skills.

2. I can identify techniques for improving written & verbal communication skills

3. I can explain how to determine which method of communication is most appropriate

7

Types of Communication● Written communication

o Principles of good writingo Types of business documents (memos, letters,

reports)

● Oral Communication

o Importance - (Most communication is done orally)o Developing Oral Communication Skills

8

Rules of thumb when speaking

1. Make emotional contact with listeners by addressing them by name where possible.

2. Avoid speaking in a monotone.

3. Be enthusiastic and project a positive outlook

4. Avoid interrupting others

5. Always be courteous

6. Avoid empty sounds or words, such as “uh,” “um,” “like,” and “you know”

9