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CHAPTER
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Communicating Effectively
Overview
Good Communications & Their Importance
Why Communication Is So Important
Obstacles to Good Communication
Listening
Directing people at work
Business Writing
Meetings
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
CHAPTER
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Communicating Effectively
Good Communications & Their Importance
• Communications is a term that sums up the
sending & receiving of messages.
• The way employees communicate can make or
break a company.
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Communicating Effectively
Types of Communications
• Interpersonal communication – The sending and
receiving of messages between people.
• Organizational communication – Messages
move up and down the organizational levels.
• Two-way or open communication – Messages
move freely back and forth from one person to
another, or up and down the ladder as well
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Communicating Effectively
Types of Communications
• Interviewing communication – A conversation
with a purpose.
• Small group communication – Three or more
communicate to influence one another.
• Mass communication – Messages sent to many
via newspapers, magazines, books, radio,
television, etc.
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CHAPTER
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Communicating Effectively
Figure 4.1
Sic elements of a successful communication.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Why Communication is so Important
• Most supervisors probably think of themselves as
senders rather than receivers, and most of the time
they are. Many do not realize the importance of
receiving as well.
• Poor communication = problems.
• Good leaders talk to their people informally to build
working relationships, a positive climate, & a sense of
belonging.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Obstacles to Good Communication
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Communicators Affect the Message
Symbols Can Obscure The Meaning
Problems in Sending the Message
Problems in Receiving the Message
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Obstacles to Good Communication
1. Communicators Affect the Message
• Differences in background, education, past
experience, and intelligence can often cause
communication difficulties.
• Associates also differ in attitudes , opinions , and
values , and these differences can inhibit
communication or garble messages.
• Prejudices, assumptions, and expectations can
distort communications.
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Communicating Effectively
Obstacles to Good Communication
2.
Symbols Can Obscure The Meaning
• Words are often misinterpreted because they can
have several meanings.
• Nonverbal communication – signs, gestures, and
body language to convey specific meanings.
• People also convey feelings and attitudes
unconsciously, through facial expression, tone of
voice, intonation, gestures, and body language.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
CHAPTER
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Communicating Effectively
Figure 4.3
Familiar symbols that convey feelings without
words.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Obstacles to Good Communication
3.
Problems in Sending the Message
• If you send messages at the wrong time, to the
wrong people, by the wrong means, they may never
reach its destination.
• To get a message through, you must choose the
right means of sending it.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Obstacles to Good Communication
4.
Problems in Receiving the Message
• When the receiver hears or reads a message, the
meaning may be obscured by the way it is phrased
or by something left out, assumptions, and so on.
• Sometimes the receiver is preoccupied with
something else or not interested enough to listen
carefully.
• Sometimes a message or the way it is delivered will
trigger emotions that make it unacceptable.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Removing Obstacles
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Build a climate of trust & respect.
Send your messages clearly & explicitly, use language the receiver
can understand, don’t assume anything.
3. Send your message at the best time, make sure you have the
receiver’s attention.
4. Send your message to the right person(s).
5. Choose the best means of sending your message.
6. Check that your message has been understood, accepted, & acted
upon.
7. Listen, listen, listen!
8. Be as objective as possible.
9. Avoid using slang.
10. Never communicate with someone when you are angry.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Listening
• Paying complete attention to what people have to say
& hearing them out.
• The most neglected part of the communication process
& sometimes the most important!
• It is a learnable management skill.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Bad Listening Practices
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Going off on tangents.
Reacting emotionally.
Cutting off the flow of the message.
Probing, interrogating, assigning blame, or analyzing
motives only complicates matters.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
How to Listen
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Give the other person your undivided attention.
Hear the person out.
Look for the real message.
Keep your emotions out of the communication.
Maintain your role.
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Communicating Effectively
Directing People at Work
• Send a clear message: explicit, specific, & complete.
• Get your message accepted: build trust, get the
interest of the receiver, make sure the message is
reasonable.
• Make a positive impact: put yourself on the
employees level, talk to them person to person.
• Follow the steps for giving instructions (see next
slide).
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Emotional Intelligence (EI)
• Often measured as EI Quotient (EQ).
• EI is defined as “the ability to manage ourselves & our
relationships effectively.”
• Critical components include:
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Self-awareness
Self-regulation
Motivation
Empathy
Social skill
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Steps for Giving Instructions
• Step 1: Plan what your going to say, to whom, when, &
where.
• Step 2: Establish a climate of acceptance.
• Step 3: Deliver instructions calmly & confidently.
• Step 4: Verify understanding.
• Step 5: Follow up: observe, check, assist, & evaluate
your instructions.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
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Communicating Effectively
Computer & Telephone-Aided Communication
• Today, vital information can be communicated far more
quickly.
• Networked computer systems link corporate &
independent hospitality businesses to one another, the
supply chain, & various information sources via the
World Wide Web.
• Now there is communication through:
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Email
Instant Messaging
Voice-mail
Intranets
Extranets
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved
CHAPTER
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Communicating Effectively
Business Writing
Some common problems include:
• Too long, too wordy
• Too vague
• Too much jargon
• Poorly organized
• Purpose not clear
• Sloppy: misspelling, incorrect grammar
• Too negative
• Indirect
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Communicating Effectively
10 Tips for Better Business Writing
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Pay attention to who the reader will be, write from their perspective.
Organize your thoughts.
Use simple words.
Get to the point quickly.
Be positive.
Be natural, write as if you were talking.
Write clearly.
Show benefits.
Keep it short.
Always check your document for mistakes.
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CHAPTER
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Communicating Effectively
Meetings
Make them effective:
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Be prepared: use an agenda.
Start on time: review agenda.
Summarize & move on.
Keep discussion focused.
Keep meeting minutes.
Have some rules of order.
Handle differences of opinion with respect.
Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved