Download communication skills chapter 9: communication skills

When you have completed this chapter, you will be able to:
 Understand why business managers need effective
communication skills.
 List the skills needed to listen actively
 Name 5 ways that business managers can improve their
writing
 Name 4 ways that business managers can improve their oral
communication skills.
 Identify which form of communication is appropriate in
different business situations.
What is Communication?
 Communication is the act of exchanging information.
Communication is made up of three parts:
 Sender
 Receiver
 The Feedback Itself
Solicit feedback by asking open-ended questions—questions
that can be answered with more than a simple “yes” or “no.”
Developing Communication Skills
Managers spend 75% of their time communicating.
Communication can be used to:






Inform
Command
Instruct
Assess
Influence
Persuade
Good managers develop effective communication skills.
Communication as a Management Skill
How do managers use communication skills?
 Give direction to workers
 Motivate people
 Convince customers to do business
 Absorb the ideas of others (understand others’ viewpoints)
 Persuade other people to accept their ideas
Learning to Communicate
To communicate effectively, managers need to determine
their audience.
 What does the audience already know?
 What does it want to know?
 What is its capacity for absorbing information?
 What does it hope to gain by listening? (motivation,
information, or convincing)
 Is the audience friendly or hostile?
Developing Good Listening Skills
Active listening involves absorbing what a person is saying
and responding to their concerns.
Are you a good listener?
 Are you open to what other people have to say?
 Do you become bored when other people speak?
 Do you interrupt people when they are speaking?
 Do you daydream at meetings?
 Are you hesitant to ask clarifying questions?
Use Active Listening to Handle Customer Complaints
Learning to listen actively involves the following steps:
 Identify the speaker’s purpose.
 Identify the speaker’s main ideas.
 Note the speaker’s tone and body language.
 Respond to the speaker with appropriate comments,
questions, and body language.
Using active listening helps managers understand why
customers are dissatisfied. Effective managers incorporate
the feedback they obtain.
Developing Good Listening Skills
Most people do not listen actively. Comprehension and
retention after a ten minute presentation is as follows:
Immediately after
Within 48 hours
End of the week
50%
25%
10% or less
Written Communication
To communicate effectively, managers must be able to write
clearly, concisely, and persuasively.
What kinds of written communication do managers engage
in?
 E-mails
 Business Letters
 Memos
 Reports
Written Communication
What steps are involved in the writing process?
 Identify the purpose of the document
 Identify the audience
 Identify the main message
Written Communication
PURPOSE
 Why am I writing this document?
 What action do I want the reader to take after reading it?
Written Communication
AUDIENCE
 Who will read this document?
 How much does the reader already know about the topic?
 How will the reader use the document?
 Are there any special sensitivities I should be aware of?
Written Communication
Tips on Improving Written Communication
 Use language that is easy to understand.
 Use short simple sentences.
 Use restrained, moderate language that is not overly
emotional.
 Avoid the passive voice in favor of the active voice.
 Use gender-neutral language. Avoid sexist language.
Written Communication
Principles of Good Writing
 Write as simply and clearly as possible.
 Be sure that the content and tone of the document are
appropriate for the audience.
 Proofread the document.
Written Communication
Types of Business Documents
 Managers engage in some kind of writing everyday.
 Each form of communication serves a different purpose and
requires slightly different skills:
 Memos
 Letters
 Reports
Written Communication
Memos
 The most common form of business interoffice communication
is the memorandum (memo).
 All memos have a heading that contains basic information:
 To
 From
 Date
 Subject
 Many companies use e-mail to send memos (saves time and
money).
Written Communication
Letters
 Business letters should include the date, the recipient’s
name and address, the purpose of the letter, and the name
and job title of the sender.
 Letterhead
Letters should
be neatly
typedimprinted
on company
letterhead.
stationery
is stationery
with the
heading at the
of a sheet use
of paper.
top
Businesses
formal business letters to correspond with
customers and suppliers.
Some information provided by the business letterhead may be the
business name, mission statement, goals, logo, address, phone
number, length of time the business has been in existence, and the
email address or website.
Written Communication
Reports
 Reports are documents that provide a lot of information on a particular
topic.
 Report Checklist:
 Analyze purpose of report and audience for the report.
 Brainstorm to determine what to include in the report.
 Group ideas under headings.
 Make an outline of headings.
 Check to see if heading order makes sense.
 Create a first draft.
 Edit for grammar, spelling, clarity, and style.
 Make report attractive (bullets, numbered lists, headings, short
paragraphs, charts).
 Proofread the final version.
Oral Communication
Types of Oral Communication
 Most business communication is done orally.
 Some oral communication is formal (e.g., meetings or
interviews).
 Most oral communication is informal (e.g., in offices and
hallways, next to the water fountain, in the cafeteria, over
the telephone).
Oral Communication
The Importance of Oral Communication
 Communicating well verbally is important for managers.
 Successful managers:
 Give clear instructions, motivate their staff, and
persuade other people
 Say good morning to co-workers
 Invite employees to discuss problems
Oral Communication
Developing Oral Communication Skills
 All business people need to be able to speak effectively.
 Rules of Thumb:
 Make emotional contact with listeners by addressing them by





name.
Avoid speaking in a monotone.
Be enthusiastic.
Avoid interrupting others.
Always be courteous.
Avoid empty sounds or words (e.g., uh, um, like, you know).
CHOOSING THE BEST METHOD OF COMMUNICATION
Method of Communication
Most Appropriate Method of Communication
Oral communication alone
Reprimand employees
Resolve disputes within the company
Written communications alone
Communicate info requiring future action
Communicate general information
Oral Communication followed by
written communication
Communicate info for immediate action
Communicate directives or orders
Communicate important policy change info
Communicate with immediate supervisor about
work-related problem
Praise an employee for outstanding performance
What method would you use to let an employee know that they had been promoted?
Oral Communication
Choosing the Best Method of Communication
 In general, verbal communication is most appropriate for
sensitive communications, such as reprimanding or
dismissing an employee.
 Written communication is most appropriate for
communicating routine information, such as changes in
company policies or staff.
THE END