Kms 4323 Stud Chap 003 Mgmt

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Chapter

3

DevelopingCommunication

Skills


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Communication

The act of exchanging information.

Used to inform, command, instruct, influence and

persuade people.

Good managers use good communication skills

to: Absorb information

Motivate employees

Deal effectively with customers and co-workers 1


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Communicating in theBusiness World

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Communication as a

Management Skill

Managers must give direction to the people who work forthem.

Managers must be able to motivate people.

Managers must be able to convince customers that they

should do business with them.

Managers must be able to absorb the ideas of others.

Managers must be able to persuade other people.

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InterpersonalCommunication Process

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InterpersonalCommunication

Conflicting or inappropriate assumptions

Good managers seek verbal and nonverbal feedbackbefore continuing the communication process.

Semantics

Multiple interpretations of words and phrases.

Development of jargon amongst groups of people inspecific situations resulting in the alienation of outsiders.

Perception

Perception is relative to different people. Selective perception often distorts the message.

Emotions

Communications during periods of high emotions areusually unsuccessful. 5


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Illustrations of Perceptual

Distortion

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Learning to Communicate

Managers must understand theiraudience:

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? Is it hopingto be motivated? Informed? Convinced?

Is the audience friendly or hostile?

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Are You a Good Listener? Are you open to what other people say to you, or

do you make up your mind about things before youhear other peoples views?

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?

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Using Active Listening Listening

Knowing how to listen. Understanding why customers are dissatisfied.

Responding

Demonstrating interest in customer concerns. Maintaining courtesy and friendliness.

Determining what went wrong and how to solve

customer problems. Making sure the customer is satisfied

Ensure satisfaction.

Interpret customer feedback.9


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Steps in Active Listening

Identify the speakers purpose.

Identify the speakers main ideas.

Note the speakers tone as well as his orher body language.

Respond to the speaker with appropriatecomments, questions, and body language.

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Importance of Feedback andNonverbal Language

Feedback

Informs the sender if the message is correctly received bythe receiver.

Greatly improves the accuracy.

Nonverbal Communication

Paralanguage: Includes pitch, tempo, loudness andhesitations.

Important supplement to verbal communication and evenchange the meaning of the verbal communication.

Effective way to communicate emotions.

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Written Communication Purpose

Why am I writing this document? What action do I want the reader to take after reading it?

Audience

Who will read this document?

How much does the reader already know about the this topic?

How will the reader use the document?

Are there any special sensitivities I should be aware of?

Main Message What is the main message I want to convey?

How will I support that message?

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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.

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Developing Oral

Communication Skills

Make emotional contact with listeners by

addressing the listeners by their name, where

possible.

Avoid speaking in a monotone.

Be enthusiastic and project a positive outlook.

Avoid interrupting others.

Always be courteous.

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Choosing the Best

Communication Method

Choosing the best method of communication helps in relaying

information in appropriate and professional manner.

Verbal communication

Most appropriate for sensitive communications such as

reprimanding or dismissing an employee.

Written communication

Most appropriate for communicating routine information, suchas changing company policies or staff.

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Kms 4323 Stud Chap 003 Mgmt

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