part 1 Chapter 3 Chapter Communication Skills 2009

part 1 Chapter 3 Chapter Communication Skills © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved. Mc. Graw-Hill

2 Learning Objectives 1. Define Communication, and explain why effective communication is an important management skill 2. Describe the interpersonal communication process 3. Understand the importance and appropriate use of written and oral communication 4. Identify the best means of communication as it pertains to specific situations 5. Explain the most common mechanisms for communication within the organization 6. Understand the challenges of communication in international business activities Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

3 Communication as a Management Skill • The act of exchanging information • Used to inform, command, instruct, assess, influence and persuade • Managers spend three-quarters of their time communicating Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

4 Communication as a Management Skill • Communication is an important skill because managers: – – – Mc. Graw-Hill Must give directions Must motivate Must convince Must absorb ideas Must persuade © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

5 Interpersonal Communication • An interactive process • Transmit information • Sender communicates verbally and nonverbally • Factors can interfere and cause process to fail Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

6 Conflicting or Inappropriate Assumptions • Assuming a receiver understands can create a misunderstanding • Always seek verbal or nonverbal feedback • Interpretation can be a problem • Ensure sender and receiver see and understand in the same way Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

7 Semantics • The study of words and symbols • There is only meaning in people’s reactions • Two general types of problems – Multiple interpretations – Group technical language • Most common form of communication • Words must be carefully chosen Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

8 Perception and Emotions • Perception – – – Mental and sensory processes Perception is unique Stimulus Sense organs respond People tend to listen to only part of the message • Emotions – Emotions effect the communication process – Setting is important – Good communication is emotional and physical Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

9 Learning to Communicate • Communicate in writing and verbally Understanding the Audience • Determine the audience • Answer the following questions about the audience – – – Mc. Graw-Hill What does the audience already know? Want to know? What is its capacity for absorbing information? What does it hope to gain? Friendly or hostile? © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

10 Developing Good Listening Skills • • Good skills = absorbed information Learn to listen actively Most people do not listen actively Learning involves the following: – Identify purpose – Identify idea – Note tone and body language – Respond Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

11 Feedback • Effective communication is a two way process • Feedback – Flow from receiver to sender Understanding the Importance of Nonverbal Communication • • Mc. Graw-Hill Paralanguage Gestures Body posture and eye contact Nonverbal communication can change the meaning of verbal communication © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

12 Written Communication • Think about what needs to be achieved • Identify purpose, audience, and main point to convey Principles of Good Writing • Three basic principles: – Write simply – Appropriate content and tone – Proofread Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

13 Oral Communication • Most business communication is done orally • Formal and informal oral communication The Importance of Oral Communication • Communicate effectively • Set tone Developing Oral Communication • 6 rules of thumb Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

14 Choosing the Best Method of Communication • Managers should master both written and verbal • Understand when to use each kind of skill – Verbal – Written Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

15 Communicating within the Organization The Grapevine • Informal channels within the organization • Often accurate • Will always exist E-mail • High-speed exchange • Advantages Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

16 The Internet • • Public Interconnected computers Information superhighway Massive amounts of information Intranets • Private • “Information Hub” Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

17 Communication in International Business Activities • • • More complicated Different languages Leading international language Cultural differences No simple answers Two things a manager should do: – Learn the culture – Write and speak clearly Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.