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COMMUNICATION SKILLS Chapter 9 WHAT IS COMMUNICATION? • The Act of Exchanging Information • Used to inform, command, instruct, assess, influence, and persuade • Managers can spend up to 75% of a work day communicating Listening Speaking Writing, Typing, etc 23% 22% 55% Manager's Time Spent WHAT DO MANAGERS COMMUNICATE? • Give directions to employees • Motivate employees • Convince customers to do business • Listen to ideas and concerns of employees and customers • Persuade others to accept ideas and decisions that are sometimes not favorable LEARNING TO COMMUNICATE • Understand your audience • Who are they? • What opinions do they have? • Are the friendly or hostile? • Develop good listening skills • Active listening • Absorp/retain what is said to you • Don’t focus on your response while listening • Engage your audience • 10 minute oral presentation • Average person will remember 50% at the end • 25% retention 48 hours later • 10% retention after a week LEARNING TO COMMUNICATE • Recognize Non-verbal Communication • Subtle communication • Facial gestures, voice tone, eye contact • Often conveys a stronger message than the spoken word TYPES OF COMMUNICATION Written Communication • • • Must identify • Purpose • Audience • Main Message Includes email, memos, letters, reports Good writing • • • Simple and clear Audience appropriate Correct grammar and spelling (proofread!!) TYPES OF COMMUNICATION Oral Communication • Can be formal or informal • Don’t underestimate informal communication…a simple “good morning” goes a long way!! Good oral communication • • Establish an emotional connection • • • • • • Make eye contact Vary your voice tone Be enthusiastic Don’t interrupt others Be courteous if disagreed with Avoid empty words…uh, oh, um WHICH METHOD IS BEST? • Certain situations call for certain communications • More serious matters usually require written documentation • Simple communication can be done verbally • Size of the audience may factor in • One email can reach an entire company