Transcript Ch 9 Communication Skills

COMMUNICATION SKILLS
Chapter 9
WHAT IS COMMUNICATION?
• The Act of Exchanging
Information
• Used to inform, command,
instruct, assess,
influence, and persuade
• Managers can spend up
to 75% of a work day
communicating
Listening
Speaking
Writing, Typing, etc
23%
22%
55%
Manager's Time Spent
WHAT DO MANAGERS
COMMUNICATE?
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Give directions to employees
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Motivate employees
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Convince customers to do business
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Listen to ideas and concerns of employees and customers
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Persuade others to accept ideas and decisions that are sometimes not favorable
LEARNING TO COMMUNICATE
• Understand your audience
• Who are they?
• What opinions do they have?
• Are the friendly or hostile?
• Develop good listening skills
• Active listening
• Absorp/retain what is said to you
• Don’t focus on your response while listening
• Engage your audience
• 10 minute oral presentation
• Average person will remember 50% at the end
• 25% retention 48 hours later
• 10% retention after a week
LEARNING TO COMMUNICATE
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Recognize Non-verbal Communication
• Subtle communication
• Facial gestures, voice tone, eye contact
• Often conveys a stronger message than the spoken word
TYPES OF COMMUNICATION
Written Communication
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Must identify
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Purpose
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Audience
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Main Message
Includes email, memos, letters, reports
Good writing
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Simple and clear
Audience appropriate
Correct grammar and spelling (proofread!!)
TYPES OF COMMUNICATION
Oral Communication
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Can be formal or informal
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Don’t underestimate informal communication…a simple “good
morning” goes a long way!!
Good oral communication
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Establish an emotional connection
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Make eye contact
Vary your voice tone
Be enthusiastic
Don’t interrupt others
Be courteous if disagreed with
Avoid empty words…uh, oh, um
WHICH METHOD IS BEST?
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Certain situations call for certain communications
• More serious matters usually require written documentation
• Simple communication can be done verbally
• Size of the audience may factor in
• One email can reach an entire company