When you have completed this chapter, you will be able to:

Understand why business managers need effective communication skills.

List the skills needed to listen activelyName 5 ways that business managers can

improve their writingName 4 ways that business managers can

improve their oral communication skills.Identify which form of communication is

appropriate in different business situations.

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What is Communication?

Communication is the act of exchanging information.

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Communication is made up of three parts:

SenderReceiverThe Feedback Itself

Solicit feedback by asking open-ended questions—questions that can be answered with more than a simple “yes” or “no.”

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Developing Communication Skills

Managers spend 75% of their time communicating.Communication can be used to:

InformCommandInstructAssessInfluencePersuade

Good managers develop effective communication skills.

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Communication as a Management Skill

How do managers use communication skills?

Give direction to workersMotivate peopleConvince customers to do businessAbsorb the ideas of others (understand others’

viewpoints)Persuade other people to accept their ideas

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Learning to Communicate

To communicate effectively, managers need to determine their audience.

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?

(motivation, information, or convincing)Is the audience friendly or hostile?

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Developing Good Listening Skills

Active listening involves absorbing what a person is saying and responding to their concerns.

Are you a good listener?

Are you open to what other people have to say?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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Use Active Listening to Handle Customer Complaints

Learning to listen actively involves the following steps:

Identify the speaker’s purpose.Identify the speaker’s main ideas.Note the speaker’s tone and body language.Respond to the speaker with appropriate comments,

questions, and body language.

Using active listening helps managers understand why customers are dissatisfied. Effective managers incorporate the feedback they obtain.

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Developing Good Listening Skills

Most people do not listen actively. Comprehension and retention after a ten minute presentation is as follows:

Immediately after 50%Within 48 hours 25%End of the week 10% or less

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Written Communication

To communicate effectively, managers must be able to write clearly, concisely, and persuasively.

What kinds of written communication do managers engage in?

E-mailsBusiness LettersMemosReports

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Written Communication

What steps are involved in the writing process?

Identify the purpose of the documentIdentify the audienceIdentify the main message

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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?

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Written Communication

AUDIENCE

Who will read this document?How much does the reader already know about

the topic?How will the reader use the document?Are there any special sensitivities I should be

aware of?

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Written Communication

Tips on Improving Written Communication

Use language that is easy to understand.Use short simple sentences.Use restrained, moderate language that is not

overly emotional.Avoid the passive voice in favor of the active

voice.Use gender-neutral language. Avoid sexist

language.

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Written Communication

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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Written Communication

Types of Business Documents

Managers engage in some kind of writing everyday.

Each form of communication serves a different purpose and requires slightly different skills:

MemosLettersReports

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Written Communication

Memos

The most common form of business interoffice communication is the memorandum (memo).

All memos have a heading that contains basic information:ToFromDateSubject

Many companies use e-mail to send memos (saves time and money).

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Written Communication

Letters

Business letters should include the date, the recipient’s name and address, the purpose of the letter, and the name and job title of the sender.

Letters should be neatly typed on company letterhead.

Businesses use formal business letters to correspond with customers and suppliers.

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Letterhead stationery is stationery imprinted with the heading at the top of a sheet of paper.

Some information provided by the business letterhead may be the business name, mission statement, goals, logo, address, phone number, length of time the business has been in existence, and the email address or website.

Written Communication

Reports

Reports are documents that provide a lot of information on a particular topic.

Report Checklist: Analyze purpose of report and audience for the report. Brainstorm to determine what to include in the report. Group ideas under headings. Make an outline of headings. Check to see if heading order makes sense. Create a first draft. Edit for grammar, spelling, clarity, and style. Make report attractive (bullets, numbered lists,

headings, short paragraphs, charts). Proofread the final version.

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Oral Communication

Types of Oral Communication

Most business communication is done orally.Some oral communication is formal (e.g.,

meetings or interviews).Most oral communication is informal (e.g., in

offices and hallways, next to the water fountain, in the cafeteria, over the telephone).

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Oral Communication

The Importance of Oral Communication

Communicating well verbally is important for managers.

Successful managers: Give clear instructions, motivate their staff,

and persuade other people Say good morning to co-workers Invite employees to discuss problems

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Oral Communication

Developing Oral Communication Skills

All business people need to be able to speak effectively.Rules of Thumb:

Make emotional contact with listeners by addressing them by name.

Avoid speaking in a monotone. Be enthusiastic. Avoid interrupting others. Always be courteous. Avoid empty sounds or words (e.g., uh, um, like, you

know).

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CHOOSING THE BEST METHOD OF COMMUNICATION

Method of Communication Most Appropriate Method of Communication

Oral communication alone Reprimand employeesResolve disputes within the company

Written communications alone

Communicate info requiring future actionCommunicate general information

Oral Communication followed by written communication

Communicate info for immediate actionCommunicate directives or ordersCommunicate important policy change infoCommunicate with immediate supervisor about work-related problemPraise an employee for outstanding performance

What method would you use to let an employee know that they had been promoted?

Oral Communication

Choosing the Best Method of Communication

In general, verbal communication is most appropriate for sensitive communications, such as reprimanding or dismissing an employee.

Written communication is most appropriate for communicating routine information, such as changes in company policies or staff.

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THE END

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