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Communication What is Communication? • The process of exchanging information, ideas, and feelings between a sender and a receiver Why is it important? • Helps to develop positive interpersonal relations • Helps to conduct successful business activities The Six Primary Elements of Communication 1. Senders and Receivers 2. Messages 3. Channels 4. Feedback 5. Blocks (Barriers) 6. Setting Senders and Receivers • Every message must be sent, received, and understood • Two kinds of communication – Verbal : speaking and writing – Non-verbal : facial expressions and body language (gestures, movements, and mannerisms) Verbal Communication • Involves the use of WORDS – – – – Reading Writing Listening Speaking • All of these skills are necessary to be successful in business Verbal Communication Reading and Writing Skills • In work situations, people are expected to read, write, and understand many types of written materials Memos Instructions Requests Books Letters Reports Verbal Communication Listening Skills • Active listening is the process of giving the speaker some type of feedback that indicates the messages are being received and understood – A nod, smile, or simple direct eye contact Verbal Communication Speaking Skills • Used in: – One on one conversations – Group settings – Presentations • Speaking clearly helps your audience receive the message correctly • Your quality of speech influences others impressions of you. Non-Verbal Communication • The sending and receiving of messages without using words – – – – Body language Physical appearance Pictures/Drawings Flags Messages • The substance of any form of communication (the information the sender wants to share) • Avoid nonstandard language (slang) to ensure that your message is understood Channels • The avenues by which the message is delivered – Face to Face – E-mail – Telephone – Faxes – Business Letters Feedback • The receivers response to the message • Allows the participant to clarify the message and know that both parties are clear Blocks (Barriers) • Something that interferes with understanding the message • Three primary blocks – Distractions: noises, conversations – Emotional blocks: when a listeners biases interfere – Planning a response Setting • Where communication takes place • Should be size appropriate depending on the size of the group • Should have minimal distractions Why is this important…to me? • Studies have shown that 70% of our waking hours are spent communicating • Most jobs in business, particularly marketing, require good communication skills