1. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Overview Good Communications & Their Importance Why Communication Is So Important Obstacles to Good Communication Listening Directing people at work Business Writing Meetings

2. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Good Communications & Their Importance Communications is a term that sums up the sending & receiving of messages. The way employees communicate can make or break a company.

3. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Types of Communications Interpersonal communication – The sending and receiving of messages between people. Organizational communication – Messages move up and down the organizational levels. Two-way or open communication – Messages move freely back and forth from one person to another, or up and down the ladder as well

4. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Types of Communications Interviewing communication – A conversation with a purpose. Small group communication – Three or more communicate to influence one another. Mass communication – Messages sent to many via newspapers, magazines, books, radio, television, etc.

5. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Figure 4.1 Sic elements of a successful communication.

6. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Why Communication is so Important Most supervisors probably think of themselves as senders rather than receivers, and most of the time they are. Many do not realize the importance of receiving as well. Poor communication = problems. Good leaders talk to their people informally to build working relationships, a positive climate, & a sense of belonging.

7. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Obstacles to Good Communication Communicators Affect the Message Symbols Can Obscure The Meaning Problems in Sending the Message Problems in Receiving the Message

8. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Obstacles to Good Communication 1. Communicators Affect the Message Differences in background, education, past experience, and intelligence can often cause communication difficulties. Associates also differ in attitudes, opinions, and values, and these differences can inhibit communication or garble messages. Prejudices, assumptions, and expectations can distort communications.

9. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Obstacles to Good Communication 2. Symbols Can Obscure The Meaning Words are often misinterpreted because they can have several meanings. Nonverbal communication – signs, gestures, and body language to convey specific meanings. People also convey feelings and attitudes unconsciously, through facial expression, tone of voice, intonation, gestures, and body language.

10. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Figure 4.3 Familiar symbols that convey feelings without words.

11. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Obstacles to Good Communication 3. Problems in Sending the Message If you send messages at the wrong time, to the wrong people, by the wrong means, they may never reach its destination. To get a message through, you must choose the right means of sending it.

12. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Obstacles to Good Communication 4. Problems in Receiving the Message When the receiver hears or reads a message, the meaning may be obscured by the way it is phrased or by something left out, assumptions, and so on. Sometimes the receiver is preoccupied with something else or not interested enough to listen carefully. Sometimes a message or the way it is delivered will trigger emotions that make it unacceptable.

13. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Removing Obstacles 1.Build a climate of trust & respect. 2.Send your messages clearly & explicitly, use language the receiver can understand, don’t assume anything. 3.Send your message at the best time, make sure you have the receiver’s attention. 4.Send your message to the right person(s). 5.Choose the best means of sending your message. 6.Check that your message has been understood, accepted, & acted upon. 7.Listen, listen, listen! 8.Be as objective as possible. 9.Avoid using slang. 10.Never communicate with someone when you are angry.

14. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Listening Paying complete attention to what people have to say & hearing them out. The most neglected part of the communication process & sometimes the most important! It is a learnable management skill.

15. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Bad Listening Practices Going off on tangents. Reacting emotionally. Cutting off the flow of the message. Probing, interrogating, assigning blame, or analyzing motives only complicates matters.

16. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved How to Listen 1.Give the other person your undivided attention. 2.Hear the person out. 3.Look for the real message. 4.Keep your emotions out of the communication. 5.Maintain your role.

17. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Directing People at Work Send a clear message: explicit, specific, & complete. Get your message accepted: build trust, get the interest of the receiver, make sure the message is reasonable. Make a positive impact: put yourself on the employees level, talk to them person to person. Follow the steps for giving instructions (see next slide).

18. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Emotional Intelligence (EI) Often measured as EI Quotient (EQ). EI is defined as “the ability to manage ourselves & our relationships effectively.” Critical components include: Self-awareness Self-regulation Motivation Empathy Social skill

19. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Steps for Giving Instructions Step 1: Plan what your going to say, to whom, when, & where. Step 2: Establish a climate of acceptance. Step 3: Deliver instructions calmly & confidently. Step 4: Verify understanding. Step 5: Follow up: observe, check, assist, & evaluate your instructions.

20. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Computer & Telephone-Aided Communication Today, vital information can be communicated far more quickly. Networked computer systems link corporate & independent hospitality businesses to one another, the supply chain, & various information sources via the World Wide Web. Now there is communication through: Email Instant Messaging Voice-mail Intranets Extranets

21. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Business Writing Some common problems include: Too long, too wordy Too vague Too much jargon Poorly organized Purpose not clear Sloppy: misspelling, incorrect grammar Too negative Indirect

22. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved 10 Tips for Better Business Writing 1.Pay attention to who the reader will be, write from their perspective. 2.Organize your thoughts. 3.Use simple words. 4.Get to the point quickly. 5.Be positive. 6.Be natural, write as if you were talking. 7.Write clearly. 8.Show benefits. 9.Keep it short. 10.Always check your document for mistakes.

23. CHAPTER 4 Communicating Effectively Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Meetings Make them effective: 1.Be prepared: use an agenda. 2.Start on time: review agenda. 3.Summarize & move on. 4.Keep discussion focused. 5.Keep meeting minutes. 6.Have some rules of order. 7.Handle differences of opinion with respect.