The ability to communicate is important in all aspects of life. In business, having
excellent communication skills are important. A successful business manager should have excellent communication skills, both oral and written. The ability to communicate effectively with others is named by many employers as a top attribute of the successful business person.
Communication skills reflect on organization’s image as well as the imageof the manager.
Goodwill is the positive feeling or attitude that you show or that customers have about a business that encourages customer loyalty.
Communication skills are important in today’s changing business world. These changes include:
Increased use of technology
Increased global competition
Restructured management and/or product lines
Increased quality emphasis and customer focus
Increased focus on ethical and legal concerns
Technology has had the greatest impact on how we communicate because of
e-mail,
voice mail,
teleconferences,
computer networks,
Fax machines,
and the Internet.
Technology is used to assist in collecting, preparing, and sharing information.
We live in a global economy. Global competition affects the way we communicate. Correct grammar is vital since the information communicated will be based on a literal translation of the original message.
People communicate for different reasons.
Those include:
To inform (to provide information on a new product line)
To request (request information on a product)
To persuade (convince someone to buy a product, deal with an organization)
To build goodwill (congratulations, thank you)
How We Communicate
We communicate in several ways:
Written communications—letters, memos, reports, e-mail, faxes
Oral communications—one-on-one meetings, phone conversations, speeches,
video conferencing, group meetings
Nonverbal communications—eye contact, facial expressions, body language,
physical appearance (see below)
Active listening—listening with a high level of concentration; listening for
information
Some of the silent messages people convey through nonverbal communication consist of:
1. Eye contact—indifference, wandering
2. Facial expressions: smile (agreement), frowns (disagreement, surprise
3. Body language: folded arms (closed to suggestions); sitting upright (confidence,
pride)
4. Tone and volume of voice: emotions conveyed through pitch, etc.
5. Physical appearance: clean, well dressed;
What we say nonverbally may communicate more than our spoken words.
Listening skills include active listening (making oneself hear what is being said). People speak at a rate of 100-200 words per minute and can hear up to 500 words per minute.
Some of the barriers that interfere with effective listening include:
1. Physical appearance of the individual and of the room
2. Manner of speaking; voice quality of speaker
3. Mental distractions (mind wandering, thinking of other problems)
4. Physical/health concerns (hungry, cold, tired)
Basics for Communicating Effectively
The basics for communicating effectively include:
Determine the purpose of your communication:
Identify the audience: Who is the receiver of the communication?
Consider what the audience needs to hear.
Develop a clear, concise, correct, logical message.
Maintain a positive attitude
The invitation stated that “all secretaries and their husbands” were invited. The secretaries were upset and claimed that this wording was sexist. The organization should have used gender-neutral language, such as “secretaries and their guests.”
Other do’s and don’ts as we work in and face situations that may present ethical/legal
challenges:
1. Do not intentionally or unintentionally misrepresent or mislead others in your
communication: ethical, legal.
2. Do not omit vital information that is relevant to the situation: ethical, legal.
3. Do not give false or incomplete information: ethical, legal.
4. Do not try to manipulate people with your communication: ethical, legal, cultural
diversity.
5. Do guard against damaging another person’s name and reputation by making false
accusations: ethical, legal
6. Do familiarize yourself with the laws pertaining to any communication for which
you are responsible: ethical, legal
a. Ethics: moral principles or standards
b. Slander: orally defaming an individual’s character; calling someone a
name (liar, incompetent, untrustworthy)
c. Libel: defaming someone’s character in writing
PRINCIPLES OF WRITTEN COMMUNICATION
Using Written Communication
Written communication is used over oral communication for the following reasons:
1. Conveying complex information (charts, graphs)
2. Reaching your intended receiver (person hard to reach by phone)
3. Providing proof of the communication (evidence of what was said in the
communication)
4. Ensuring confidentiality of information (information cannot be overheard)
5. Providing convenience for your reader (can look at communication when time
permits)
6. Expediting the response to the communication (reader can refer to the original
correspondence when responding)
7. Planning your message (Allows writer to spend time on the content)
8. Saving time and money (less expensive than a visit or phone call)
9. Stressing the importance of the communication (letter may provide greater
importance especially if sent by a courier service)
10. Aiding in the distribution of the same information to several individuals (each
person receives exactly the same information)
11. Translating international communications (allows time to translate)
Good Letter Writing Techniques
The real test of good written communication is the total effect it has on the reader. The goals in producing written messages include:
A message that is structurally complete
A message that achieves its purpose quickly, clearly, and effectively
The Impact of a Unified Message
In planning your message you will need to consider the following:
The purpose of the communication
Your intended audience
The content of the communication
The organization of the message
The Total Effect on the Reader
Simple words and sentences will aid the understanding of your message. The simple
sentence (subject/verb) is the most useful. Do not use all simple sentences but vary
sentences to add variety to writing. Writers need to visualize their receivers getting the communication. How will they feel and react upon receiving the communication?
The Six Tests of Effective Correspondence
Effectiveness in letter writing also includes: positive attitude, conversational writing
style, tone, and the “you attitude.” With the “you attitude” the reader is put first in the
communication. It is a “you” attitude, and not a “me” attitude. Another important point in letter writing is to build goodwill. All letters, no matter what type, are goodwill messages.
The six tests of effective correspondence include:
1. Courteous—polite, tactful, friendly and reader-centered; apply the “put yourself
in the reader’s shoes” test; avoid words which cause unfavorable reactions; reflect
the desire to be helpful, pleasant and courteous.
2. Clear—easy to understand; use the active voice in messages (subject performs
the action
3. Complete—contains all essential information needed by the receiver for action.
Anticipate additional information that the reader may require.
4. Concise—use as few words as possible to communicate clearly and courteously;
strip communications of unnecessary words; eliminate irrelevant details; combine
information.
5. Correct—pay attention to details; proofread carefully
6. Consistent—state things the same each time; verify details.
Tags: Communication, Correct Grammar, Customer Focus, Customer Loyalty, Day Management, E Mail, Facial Expressions, Global Competition, Global Economy, Importance, Importance Of Communication, Internet Technology, Legal Concerns, Literal Translation, Mail Voice, Management, Nonverbal Communications, Oral Communications, Person Communication, Phone Conversations, Physical Appearance, Practices, Present, Quality Emphasis, Voice Mail

