WHAT IS IT?
Communication
Communication
The act of exchanging information Written Orally Nonverbal
It can be used to inform, command, instruct, assess, influence, and persuade other people.
Communication
Communication is important in every aspect of life, especially business.
Good manager have good communication skills.
They use these skills to absorb information, motivate employees, and deal with customers and co-workers What would it be like to work for a manager with bad
communication skills?
A Managers Job
55%
22%
23%
Sales
ListeningSpeakingOther Activites
A managers job may involve as much as three-quarters of their time communicating and over half just listening
Communication as a Management Skill
Communicating effectively is an important management skill for several reasons.
Why is it important to be persuasive as a manager?
Communication as a Management Skill
Managers must give direction to the people who work for them. Managers who fail to give clear guidance often find
that employees perform their jobs poorly because they do not understand what is expected of them.
Communication as a Management Skill
Managers must be able to motivate people. Good managers use their ability to communicate to
get other people excited about their jobs
Communication as a Management Skill
Managers must be able to convince customers that they should do business with them. Effective communication is the key to convincing a
customer to purchase a product or service. Without good communication skills, managers will
find it difficult to attract customers, even if their companies products or services meet the customers needs
Communication as a Management Skill
Managers must be able to absorb the ideas of others. Business managers interact with many people,
including co-workers, customers, and suppliers To be effective, they must be able to understand and
accept other peoples viewpoints
Communication as a Management Skill
Managers must be able to persuade other people. Managers often have ideas that others oppose. To persuade other people to accept their ideas,
managers must be able to communicate effectively
LEARNING TO COMMUNICATE
Managers communicate in writing and verbally. In order to master either form, they must be able to: Identify the audience Develop Good Listening Skills Understand the importance of nonverbal
communication
Understanding the Audience
First, must determine who the audience is? Hotel managers – hotel guests, housekeepers,
maintenance, travel agents, furniture salespeople, etc.To communicate, the manger needs to know:
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 hoping to be
motivated? Informed? Convinced? Is the audience friendly or hostile?
Understanding the Audience
Who might be the audience if you were the manager of a car dealership?
Who might be the audience if you were a rental car business?
What kinds of business situations may a manager face a FRIENDLY or a HOSTILE situation?
Developing Good Listening Skills
One of the most important skills a manager can develop is good listening skills.
What percentage of time does a manager spend listening?
Good listening skills enable managers to: absorb the information they need Recognize problems Understand other people’s viewpoints
Managers need to learn to be ACTIVE LISTENERS
Developing Good Listening Skills
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 you hear other people’s 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?
Active Listening
Involves absorbing what another person is saying and responding to the person’s concerns
Active listening involves: Identify the speaker’s purpose Identify the speaker’s main ideas Note the speaker’s tone as well as his or her body
language Respond to the speaker’s with appropriate comments,
questions, and body languageYou must work at active listening to be a
good listener. PAY ATTENTION TO THE DETAILS!!!!!
Active Listening
Barriers with active listening Daydreaming Become angry with what is being said Impatience Lack of concentration due to distractions Preferring to talk rather than listen
Using active listening to handle customer complaints Listening Responding Making sure the customer is satisfied
Nonverbal Communication
- Nonverbal cues are pieces of information acquired by observing rather than listening to other people.
Nonverbal cues sometimes give more info than verbal
Ways to communicate nonverbally: Eye contact Facial expressions Hand gestures Raising or lowering their voices Fidgeting or restlessness The way they have dressed. Business, casual, inappropriate
Nonverbal Communication
What nonverbal communication should a manager be looking for during a job interview?
In what ways do nonverbal cues sometimes lead the listener the wrong way?
WRITTEN COMMUNICATION
Managers communicate in writing every day in the forms of: Emails Letters Reports Memos
To communicate effectively, managers must be able to write clearly, concisely, and persuasively.
Written Communication
Before writing a business document, a manager must first determine what he wants to achieve.
3 main thoughts that need to be had: Purpose Audience Main Message
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 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 in this document?
How will I support that message?
Tips to improve Written Communication
Write as simply and clearly as possible Avoid writing in a way that is difficult to understand
Be sure the content and tone of the document are appropriate for the audience. Don’t waste readers time with info they already know But don’t assume they are as familiar with the topic as
youAlways use a polite tone that is not overly
emotionalUse gender-neutral language. Avoid sexist
languageProofread the document
Spellcheck
Types of Written Communication
Memo – usually sent inside the organization to inform staff of changes in policy or personnel. May also be used for pertinent info to be distributed
Email – another form of interoffice communication
Letter – form of communication from one organization to another. More formal.
Report – The most formal. Requires careful planning and includes graphs and visual aids to help explain what the report includes.
Formatting of Documents
STEP 1 – Set line spacing and line leading To set – click on small arrow in bottom right of paragraph
tab Line spacing set to single Line leading set to 0 pts – set for before and after
STEP 2 – Set Margins To set – Go To Page Layout tab > Margins > Custom
margins
STEP 3 – Follow formatting directions precisely DS means double space (hit enter twice) SS means single space (hit enter once)
Memo
Formatting of a MEMO: 2 inch margin at top of page TO:, FROM:, DATE:, SUBJECT:, all on their own line
and double spaced (DS) in between one another. Greeting Line will be DS before and after. No indentation on first line of body of memo DS before and after Salutation at the end
Formatting of an Email: 2 inch margin at top of page SEND TO:, SUBJECT:, Carbon Copy:, on their own
lines DS. No need for FROM or DATE, it is automatically
entered by the email server. No greeting at the top No indentation for the body Salutation at the end
Letter
Formatting for a letter. It is more official 2 inch margin at the top Centered on top line needs to be Your Company name Next line (SS) YOUR company address, next line company
phone and email address. DS then place the date, aligned left DS then place the receivers name, SS job title, SS
Company, SS address, QS place the greeting, professional DS, no indentation on the body. Body needs to be multiple
paragraphs DS place the salutation QS, place your name (typed), SS place your job title
Oral Communication
Oral communication may be formal or informal Formal takes place at meetings or interviews Informal takes place in hallways, next to water
fountain, cafeteria, and over the telephoneWhy is it important for business managers to
be able to communicate well verbally?
Oral Communication
Communicating effectively is important for managers
Managers must give clear instructions, motivate their staff, and persuade other people
“Good morning” is a great pathway to start of the day communicating with employees Allows the conversation barrier to be broken Allows the employee to give their input on certain areas
Compared to isolating executives from operatives The small differences can have a big impact on employee
morale!!
Developing Oral Communication
No matter who or how many they are speaking, managers should follow these rules: Make emotional contact with the listeners by
addressing them by name when possible Avoid speaking in a monotone Be enthusiastic and project a positive outlook Avoid interrupting others Always be courteous Avoid empty sounds or words: such as “uh” “um”
“like” “you know”
Choosing the Best Method of Communication
In general, verbal communication is most appropriate for sensitive matters Reprimanding or dismissing an employee
Written communication is most appropriate for routine information Changes in company policy Changes in staff or master schedule
Choosing the best method will help you relay information in an appropriate and professional manner.