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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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