Communication Skills - Chapter 2 EXAM REVIEW

1. Communication Skills - Chapter 2EXAM REVIEW Mr. Sherpinsky Business Management Class Council Rock School District

2. Communication Defined What is Communication? • Communicationis the act of exchanging information.It can be used to: • inform • assess • command • influence • instruct • persuade Important in all aspects of life

3. 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

4. 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

5. Interpersonal Communication Defined: 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

6. Interpersonal Communication Sender Receiver Initial message communicated both verbally and nonverbally. Step # 1-Event or condition generates information. This creates a message. Sender Reply message communicated both verbally and nonverbally (sometimes referred to as feedback).

7. 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?

8. Learning to Communicate Understanding the Audience • Who is the manager speaking with? • Different communications required depending on who you are speaking with or too!

9. Learning to Communicate Understanding the Audience How? Critical Steps: 1. Define the audience 2. Remember: WIIFM 3. Deliver the goods 4. Watch for feedback 5. Be flexible

10. Learning to Communicate Good listening skills • Helps managers absorb information, recognize problems and understand others’ viewpoints

11. 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.

12. Learning to Communicate Feedback • 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

13. 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

14. 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.

15. Written Communications 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

16. Action Verbs • Use strong, active, visual verbs to propel your writing and readers along. • People like to see what’s happening in the heads

17. P/S/A Paradigm Problem-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.

18. WIIFM What is in for me?

19. Oral Communications The 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”

20. The Method of Communication Written communication • Best for routine information Verbal communication • Best for sensitive information such as reprimanding, criticism, or investigation

21. Within the Organization The 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

22. 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 • MOST commonly used by businesses Intranets • Private corporate network • Uses Internet technologies • Usually only internally

23. Beyond the Organization Internet • Global collection of independently operating, but interconnected, computers. Intranet • Internal system of electronics

24. 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

25. Getting it Wrong MAJOR 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

26. Getting it Right POSITIVE 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

27. Communicating Internationally Verbal and non-verbal communication changes with international business • Learn the culture • Write and speak clearly • Avoid slang

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