1. Chapter 2
Communication Skills

2. Learning Outcomes Define communication
Explain why effective communication is an important management skill
Explain the significance of networking and social media in management communications
The purpose of this chapter is to improve our communication skills, from the perspective of a manager.

3. Learning Outcomes
Understand why it’s still possible to communicate poorly
Understand the challenges of communication in international business activities
The purpose of this chapter is to improve our communication skills, from the perspective of a manager.

4. Communication Defined
The art of exchanging information
Used to
Inform
Command
Instruct
Assess
Influence
Persuade
Important in all aspects of life
Learning Objective 2.1, text page
Definition: communication is the art of exchanging information
It is used to inform, command, instruct, assess, influence and persuade
We need good communication in all aspects of our life, but especially in management

5. Communication as Management Skill
Important because
Managers need to give direction
Managers must motivate people
Managers must be able to convince customers they should do business with them
Managers must be able to absorb ideas of others
Managers must be able to persuade others
Learning Objective 2.2, text page
Managers use communication to
Give direction
Motivate others
Convince customers they should do business with them
Absorb ideas of others
Persuade others

6. Interpersonal Communication
An interactive process between two people that involves sending and receiving messages, verbal and non-verbal
Factors causing interpersonal communication to fail
1. Conflicting or inappropriate assumptions
We make assumptions about what is being said and we need to be sure we understand and are understood
Learning Objective 2.2
A communication process involves two people, the sender and receiver of the message
Includes verbal and non-verbal communication
We all make assumptions, and we need to make sure we understand and are understood when communicate messages

7. Interpersonal Communication
2. Semantics
Science or study of the meaning of words
One word might invite many interpretations
Technical language
3. Perception
Mental and sensory process and individual uses to interpret
Selective perception
Memories
Like and dislikes
Learning Objective 2.2
Semantics is the meaning of words
Perception is the sensory process and individual ways to interpret this process
All communications are impacted by our emotions (ever send an when you are angry or tired?)

8. Interpersonal Communication
4. Emotions
How we feel affects the way we send or receive messages
Ever send an when you were angry or tired?
Learning Objective 2.2
Semantics is the meaning of words
Perception is the sensory process and individual ways to interpret this process
All communications are impacted by our emotions (ever send an when you are angry or tired?)

9. Learning to Communicate
To master communication:
Understand the audience
Who is the manager speaking with? Different communications required depending on who you are speaking with
Good listening skills
Helps managers absorb information, recognize problems and understand others’ viewpoints
Active listening: absorb what the other person is saying and respond to that person’s concerns
Learning Objective 2.2
Managers must understand who they are talking to. Is it a customer, a new employee or a tenured employee? Depending on audience, you will communicate differently
Developing good listening skills is important part to being a manager

10. Learning to Communicate
To master communication:
Good listening skills
Helps managers absorb information, recognize problems and understand others’ viewpoints
Active listening: absorb what the other person is saying and respond to that person’s concerns
Indentify speaker’s purpose
Indentify the main ideas
Note tone and body language
Respond with appropriate comments
Learning Objective 2.2
Managers must understand who they are talking to. Is it a customer, a new employee or a tenured employee? Depending on audience, you will communicate differently
Developing good listening skills is important part to being a manager

11. Learning to Communicate
To master communication:
Feedback
Information that flows from the receiver to sender is feedback
Sender learns if the receiver received the correct message
Receiver knows if he received the correct message
Ask receiver to explain what he heard
Learning Objective 2.2
One way we can communicate better is to give and receive feedback by listening actively
Identify purpose
Figure out the main idea the person is trying to get across
Look at tone, voice, body language
Respond with appropriate comments
Any information that flows from the receiver to sender is feedback

12. Learning to Communicate
To master communication:
Non-verbal communication
Paralanguage includes pitch, temp, loudness and hesitations in verbal communications
How close one stands
Eye contact
Non-verbal is important to supplement verbal communication
Learning Objective 2.2
Non-verbal communication makes up 93% of our communication
Get good at noticing body language
Paralanguage includes things like pitch, tempo, loudness and hesitation
Non-verbal language also includes how close you stand, amount of eye contact

13. Written Communication
Managers must learn to be effective at written communications
Principles of good writing
Be simply and clear
Make sure content and tone are appropriate for the audience
Always proofread
Learning Objective 2.2
Since so much communication is done via , managers must also be good at written communication
Be clear and simple. Make sure the tone is correct, the content is correct for the audience and make sure to spell check and proofread

14. Oral Communication The importance of oral communication
Usually informal and persuasive
Can use skills to give clear instructions, motivate
Developing Oral communication skills
Make emotional contact; use the person’s name
Avoid monotone
Be enthusiastic and positive
Don’t interrupt others
Be courteous
Avoid empty words such as “uh,” “um,” and “like”
Learning Objective 2.2
Besides written, oral communication is important
Tends to be informal
Use skills to give clear instructions
Use skills to motivate
Make emotional contact with audience
Avoid monotone
Be positive and enthusiastic
Don’t interrupt
Be courteous
Avoid empty words (this gets easier with practice and awareness!)

15. The Method of Communication
Written communication
Best for routine information
Verbal communication
Best for sensitive information such as reprimanding
Learning Objective 2.2
Written communication should be used for routine information
Verbal communication should be used for sensitive information, such as a reprimand or something important
Using too much written communication could give employees the wrong impression

16. Within the Organization
The grapevine
Informal path of communication
Develops due to common hobbies, hometowns, family ties and social relationships
Always exists in an informal structure
Does not follow hierarchy
Managers can use grapevine to communicate information
Learning Objective 2.2
Every organization has a grapevine
Managers must be aware that this exists and can even use it to pass information along
Grapevines do not follow hierarchy as in traditional communication channels
Can be a result of commonalities between employees

17. Within the Organization
Electronic mail
High-speed exchange of written messages
can waste time due to keeping managers “in the loop” and being copied on all s
Intranets
Private corporate network
Uses Internet technologies
Usually only internally
Learning Objective 2.2
Managers can use and intranets to communicate information
Some think has actually created more work….what do you think?
Intranets are private company networks with company newsletters, important dates and even paycheck information. Usually an intranet is used only internally

18. Networking Social networking such as Facebook, blogs
Much information to manage about your company
Domino’s example in the book
Learning Objective 2.3
Social networking has made some things easier, but some things more difficult
Many companies use social networking as a way to connect with customers, but also with employees
The book shared an example of a non-complementary YouTube video that spread throughout the country and had a great impact on the business
Companies can use these tools to promote and recruit

19. Getting it Wrong Don’t give information on a “need-to-know” basis
Don’t delegate high-risk projects at the last minute
Let employees have input
Focus on the customer
Learning Objective 2.4
There are a few things managers can do (or not do) to foster better communication
Don’t give information on a “need-to-know” basis
Don’t delegate high-risk projects at the last minute
Let employees have input
Focus on the customer

20. Getting it Wrong Companies with Top Communication:
Engage employees in business
Improve managerial communication
Manage change effectively
Measure performance of communication programs
Establish a strong employee brand
Engage employees in business
Improve managerial communication
Manage change effectively
Measure performance of communication programs
Establish a strong employee brand

21. Communicating Internationally
Verbal and non-verbal communication changes with international business
Learn the culture
Write and speak clearly
Avoid slang
Learning Objective 2.5
We need to be careful of our body language and verbal communication when doing business overseas or with a multicultural staff
Try to learn a bit about the culture. Make sure to write and speak clearly and avoid slang, which can be confusing if English is a second language