Transcript The Communication Process

Independent Quick-Write
Independent Quick Write
Be prepared to share your responses to the following
questions, with the class. You will have
3 minutes, 42 seconds. Go! 
• Give some examples of people
working together for a common goal.
• What might be the importance of
communication in the case(s)
you mentioned above.
Chapter 8
Intro to Communication Skills
Defining Communication
Key Terms
communication
channels/
media
Objectives
feedback
• Define effective verbal and nonverbal
communication
barriers
• Explain the role of listening
setting
• Explain why awareness of cultural differences is
important in communication
distractions
emotional
barriers
Marketing Essentials Chapter 8, Section 8.1
The Communication Process
communication
The process of
exchanging
messages
between a
sender and a
receiver.
Communication X is the process of exchanging
messages between a sender and a receiver.
These messages can be about:
• Information
• Ideas
• Feelings
Marketing Essentials Chapter 8, Section 8.1
The Communication Process
The skills used to send and receive these
messages are called communication skills. They
include:
• Listening
• Reading
• Writing
• Speaking
Marketing Essentials Chapter 8, Section 8.1
The Communication Process
Effective communication is vital in
every aspect of business, including:
•Developing job skills
•Training employees
•Working as a team
•Marketing products
Marketing Essentials Chapter 8, Section 8.1
Channels or Media
channels
The avenues
through which
messages are
delivered.
Channels, or media, are the avenues through
which messages are delivered, such as:
media
• Conversations
The avenues
through which
messages are
delivered; also
known as
channels.
• Phone calls
• Memos
• Letters
• Email
Marketing Essentials Chapter 8, Section 8.1
Feedback
feedback
A receiver’s
response to a
message.
A receiver’s response to a message is known as
feedback. It allows participants to clarify the
message and make sure that all parties gave the
message the same meaning.
Marketing Essentials Chapter 8, Section 8.1
Barriers
barriers
Obstacles that
interfere with the
understanding of
a message.
Barriers to communication are obstacles that
interfere with the understanding of a message.
They can be:
• Verbal - language differences
• Cross-cultural - different dialects and
traditions
Marketing Essentials Chapter 8, Section 8.1
Setting
setting
The
circumstances
under which
communication
takes place.
The setting is the circumstances under which
communication takes place. Factors that affect the
setting include:
• Place
• Time
• Sights
• Sounds
These factors can help or hinder the ability to
exchange messages.
Marketing Essentials Chapter 8, Section 8.1
Listening
Listening is critical to many areas of
marketing and business, such as:
• Handling customer complaints
• Understanding feedback
• Recognizing customers’ needs
• Following directions
Marketing Essentials Chapter 8, Section 8.1
distractions
Things that
compete for the
listener’s
attention.
emotional
barriers
Biases against
the sender’s
opinions that
prevent a
listener from
understanding.
Barriers to Listening for
Understanding
A barrier to receiving a message can be
environmental, like a plane flying overhead, or it
may involve attitudes and characteristics of the
listener. Common barriers include:
• Distractions - Things that compete for the
listener’s attention.
• Emotional barriers - Biases against the
sender’s opinions that prevent a listener from
understanding.
• Planning a response - A person cannot focus on
the message and plan a response at the same
time.
Marketing Essentials Chapter 8, Section 8.1
Using Your Voice and
Nonverbal Cues
Good communicators use their voices effectively,
modulating tone and pace to improve delivery.
Nonverbal cues can enhance the delivery of a
message. They include:
• Body language
• Eye contact
Words - 7%
Dr Albert Mehrabian’s Theory
Voice - 38%
How every message
is received…
Nonverbal 55%
Marketing Essentials Chapter 8, Section 8.2
SECTION REVIEW
1. What is a communication channel?
2. What is a barrier to effective listening?
3. Why is effective communication so important,
particularly in business?
Transfer of Learning Activity
“What It Looks Like You Said”
Emphasis: Nonverbal Communication
Directions:
1. Teacher will divide the class into pairs.
2. Take turns acting out (with no words) the non-verbal
communication situation on your handout to your partner.
3. Partner should try to guess the non-verbal signal and
message being communicated.
4. During the second half of the activity, act out the “mixed
message” situation on the bottom of the handout (using
both verbal and non-verbal clues).
5. Be prepared to share your findings with the class.
Activity Discussion/Recap
“What It Looks Like You Said”
Emphasis: Nonverbal Communication
Discussion:
1. Do people communicate without words? How?
2. What are a few expressions or gestures (be careful
with this one  ) that are used in non-verbal
communication?
3. Do you ever feel someone is saying one thing but
really means another? Why?
4. What are the implications of nonverbal
communication in school? At work? At home?