Download Communication as a Management Skill

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part 1
Chapter 3
Chapter
Communication Skills
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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
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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
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Communication as a
Management Skill
• Communication is an important skill because
managers:
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Must give directions
Must motivate
Must convince
Must absorb ideas
Must persuade
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Interpersonal Communication
• An interactive process
• Transmit information
• Sender communicates verbally and
nonverbally
• Factors can interfere and cause process to
fail
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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
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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
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Perception and Emotions
• Perception
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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
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Learning to Communicate
• Communicate in writing and verbally
Understanding the Audience
• Determine the audience
• Answer the following questions about the
audience
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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?
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Developing Good Listening Skills
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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
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Feedback
• Effective communication is a two way process
• Feedback – Flow from receiver to sender
Understanding the Importance of
Nonverbal Communication
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Paralanguage
Gestures
Body posture and eye contact
Nonverbal communication can change the
meaning of verbal communication
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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
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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
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Choosing the Best Method of
Communication
• Managers should master both written and
verbal
• Understand when to use each kind of skill
– Verbal
– Written
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Communicating within the
Organization
The Grapevine
• Informal channels within the organization
• Often accurate
• Will always exist
E-mail
• High-speed exchange
• Advantages
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The Internet
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Public
Interconnected computers
Information superhighway
Massive amounts of information
Intranets
• Private
• “Information Hub”
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Communication in
International Business Activities
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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
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