Learning Objectives

2. Learning Objectives After studying this chapter, you will be able to: • Define communication. • Describe the interpersonal communication process. • Describe problems that could arise from conflicting or inappropriate assumptions in interpersonal communications. • Define semantics and its role in interpersonal communication. • Define perception. • Explain how emotions may affect communications.

3. Learning Objectives (cont’d) After studying this chapter, you will be able to: • Explain the concept of feedback in communication. • Explain active listening. • Describe the grapevine. • Define and briefly discuss the e-mail process. • Define the Internet and Intranet. • Discuss two factors that complicate communications in international business activities.

4. Communication • The act of exchanging information. • Used to inform, command, instruct, influence and persuade people. • Good managers use good communication skills to: • Absorb information • Motivate employees • Deal effectively with customers and co-workers

5. Communicating in theBusiness World Figure 3.1

6. Communication as a 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.

7. Interpersonal Communication Process Figure 3.2

8. Interpersonal Communication • Conflicting or inappropriate assumptions • Good managers seek verbal and nonverbal feedback before continuing the communication process. • Semantics • Multiple interpretations of words and phrases. • Development of jargon amongst groups of people in specific situations resulting in the alienation of outsiders. • Perception • Perception is relative to different people. • Selective perception often distorts the message. • Emotions • Communications during periods of high emotions are usually unsuccessful.

9. Illustrations of Perceptual Distortion

10. Learning to Communicate • Managers must understand their audience: • What does the audience already know? • What does it want to know? • What is its capacity for absorbing information? • What does it hope to gain by listening? Is it hoping to be motivated? Informed? Convinced? • Is the audience friendly or hostile?

11. You have 30 Seconds to memorize the following text • SLD EBH OPW GKV QXT LPI MCF • Now write down what you remember.

12. You have 30 Seconds to memorize the following text • FBI NBC NFL CIA USA CBS NBA • Now write down what you remember.

13. You have 30 Seconds to memorize the following text • THE RED CAT AND BIG DOG RAN • Now write down what you remember.

14. Answers • SLD EBH OPW GKV QXT LPI MCF • FBI NBC NFL CIA USA CBS NBA • THE RED CAT AND BIG DOG RAN

15. 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?

16. Listening ExerciseRules • Teams of two (Talker and Listener) • Listener must draw a picture described by the Talker • Talker can not see the Listener’s picture • Half the class (the listeners can ask questions) • You have 10 minutes.

18. Steps in Active Listening • 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.

19. Using Active Listening • Listening • Knowing how to listen. • Understanding why customers are dissatisfied. • Responding • Demonstrating interest in customer concerns. • Maintaining courtesy and friendliness. • Determining what went wrong and how to solve customer problems. • Making sure the customer is satisfied • Ensure satisfaction. • Interpret customer feedback. Figure 3.6

20. Importance of Feedback and Nonverbal Language • Feedback • Informs the sender if the message is correctly received by the receiver. • Greatly improves the accuracy. • Nonverbal Communication • Paralanguage: Includes pitch, tempo, loudness and hesitations. • Important supplement to verbal communication and even change the meaning of the verbal communication. • Effective way to communicate emotions.

21. Written Communication • Purpose • Why am I writing this document? • What action do I want the reader to take after reading it? • Audience • Who will read this document? • How much does the reader already know about the this topic? • How will the reader use the document? • Are there any special sensitivities I should be aware of? • Main Message • What is the main message I want to convey? • How will I support that message? Figure 3.8

22. Principles of Good Writing • Write as simply and clearly as possible. • Be sure that the content and tone of the document are appropriate for the audience. • Proofread the document.

23. Writing Improvement Tips • Use language that is easy to understand. Avoid using jargon or bureaucratic language. • Use short, simple sentences. • Use restrained, moderate language that is not overly emotional. • Avoid passive voice. • Use gender-neutral language. • Avoid sexist language. Figure 3.9

24. Developing OralCommunication Skills • Make emotional contact with listeners by addressing the listeners by their name, where possible. • Avoid speaking in a monotone. • Be enthusiastic and project a positive outlook. • Avoid interrupting others. • Always be courteous. • Avoid empty sounds or words, such as “uh,” “um,” “like,” and “you know.”

25. Techniques for Speaking Effectively • Enumeration (listing key points) • Generalization followed by examples • Cause and effect • Comparison and contrast

26. Choosing the Best Communication Method • Choosing the best method of communication helps in relaying information in appropriate and professional manner. • Verbal communication • Most appropriate for sensitive communications such as reprimanding or dismissing an employee. • Written communication • Most appropriate for communicating routine information, such as changing company policies or staff.

27. Communicating Within the Organization • The Grapevine • Informal communication channels within an organization • Does not necessarily follow organizational hierarchy. • Diffused within both non-management and professional personnel. • It is often, paradoxically, accurate. • Rumors and distorted messages are always present, however honest disclaimers by management will stop the spread of inaccurate information.

28. Communicating Within the Organization (cont’d) • E-mail • High-speed exchange of written communication • The Internet/ Information superhighway • Global collection of independent, but interconnected computer • Intranets • Private networks that provide multimedia applications within organizations.

29. International Business Communication • Complicating factors: • Communicating in foreign languages. • Cultural differences exhibited through nonverbal communications. • Suggestions to overcome these problems: • The manager should learn the culture of the people he or she communicates with. • Write and speak clearly and simply.