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ลำดับตอนที่ #13 : [[R.S.]]Business Management::Chapter.9::18.1.12
Chapter 9 Test :: 19.Jan.11
Chapter.9 :: Coomunication Skills [[Page.200]]
9-1 Developing Communication Skills [[Page 202]]
- Communication is the act of exchanging information.
- Managers spend as much as three-quarters of their time communicating. They use these skills to absorb information, motivate employees, and deal effectively with customers and co-workers.
- Communicating effectively is an important management skill for several reasons:
· Managers must give direction to the people who work for them.
· Managers must be able to motivate people.
· Managers must be able to convince customers that they should do business with them.
ð Effective communication is the key to convincing a customer to purchase a product or service.
· Managers must be able to absorb the ideas of others.
· Managers must be able to persuade other people.
- Before managers can master either communication in writing or verbally, they must be able to identify the audience, develop good listening skills, and understand the importance of nonverbal communication.
- To communicate effectively, managers need to determine their audience by answering the following questions:
· 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?
- One of the most important skills a manager can develop is the ability to listen. Good listening skill enable managers to absorb the information they need, recognize problems, and understand other people’s viewpoints.
- Managers need to learn active listening, which involves absorbing what another person is saying and responding to the person’s concerns.
· Learning to listen actively involves the following steps:
1. Identify the speaker’s purpose.
2. Identify the speaker’s main idea.
3. Note the speaker’s tone as well as his/her body language.
4. Respond to the speaker with appropriate comments, questions, and body language.
· Managers who listen actively incorporate the feedback they obtain.
- Business managers must learn to use and read nonverbal means of communication effectively.
· Nonverbal cues are pieces of information acquired by observing rather than listening to other people. They sometimes provide more information than verbal cues.
9-2 Types of Communication [[Page 210]]
- To communicate effectively, managers must be able to write clearly, concisely, and persuasively.
- Before writing a business document, managers need to identify the purpose of the document, the audience, and the main point they want to convey.
- Many business managers have difficulty writing well. To improve their writing, managers can apply several basic principles:
· 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.
- Most managers engage in different kind of writing everyday, in which each form requires different skills.
· Memos are used to communicate with people within the same company.
ð Memo (or office memorandum) is the most common form of business communication.
ð Many companies use e-mail to send memos.
· 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.
ð While businesses use e-mail for internal communications, most contact customers and suppliers by sending formal business letters.
· Reports are documents that provide a lot of information on a particular topic.
ð They are used to provide managers with the information they need to make decisions.
ð Writing reports requires much more thought and organization than writing memos or letters.
- Not all business communication is done in writing. In fact, most is done orally.
- Successful managers use their oral communication skills to give clear instructions, motivate their staffs, and persuade other people.
- All businesspeople need to be able to speak effectively and they need to follow these rules
· Make emotional contact with listeners by addressing them by name where 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,’ and ‘you know.’
- Besides having to master both written and verbal communication skills, managers also need to understand when to use each kind of skill.
· Verbal communication is most appropriate for sensitive communications.
· Written communication is most appropriate for communicating routine information.
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