chapter 8 communication skills 1 marketing essentials chapter 8 communication skills section 8.1...

Chapter 8 Communication Skills 1

Marketing EssentialsMarketing Essentials

Chapter 8 Communication Skills

Section 8.1 Defining Communication


SECTION 8.1SECTION 8.1

What You'll LearnWhat You'll Learn

The six primary elements of communication

How to arrange the setting for a business meeting

How to use listening skills to improve your understanding of messages

Three blocks to listening with understanding

Three skills that will help you read with understanding

Defining CommunicationDefining Communication


SECTION 8.1SECTION 8.1 Defining CommunicationDefining Communication

Why It's ImportantWhy It's Important

Studies have shown that 70 percent of our waking hours are spent communicating. Most jobs in business, especially in marketing, require good communication skills. You need to understand the communication process to become a more effective communicator.



Key TermsKey Terms

communication

channels

feedback

blocks

setting

distractions

emotional blocks

jargon



Communication is the process of exchanging information, ideas, and feelings. There are six elements of communication:

Senders and receivers Messages Channels Feedback Blocks Setting

The Communication Process

Slide 1 of 4




Senders and Receivers Every message must be sent, received, and understood for communication to happen. Both verbal and nonverbal means are used to send and receive messages.

Verbal communication includes speaking and writing.

Nonverbal communication includes facial expressions and body language.

Slide 2 of 4




Messages are the substance of any communication. The message is the information, ideas, or feelings the sender wants to share.

Channels are the avenues by which the message is delivered such as sight and sound, written word, e-mail, and letters.

Slide 3 of 4



Feedback is the receiver's response to the message.

Blocks are things that interfere with understanding the message.

Setting is where the communication takes place.


Slide 4 of 4



About 70 percent of your waking hours are spent communicating.

Approximately 45 percent of that time is spent listening.

Listening



Hearing is mostly a physical process that takes place in the ears.

Listening is a mental process that requires using the brain.

Hearing vs. Listening



In order to listen well, you should learn these listening skills:

Listening Skills

Identifying the purpose Looking for a plan Giving feedback Searching for an interest Evaluating the message

Listening for more than verbal content

Listening for a conclusion Taking notes Following directions

Slide 1 of 6



Identifying the Purpose The sooner you identify the purpose of the message, the easier it will be to understand the whole message.

Listening Skills

Slide 2 of 6



Looking for a Plan In a structured speech, try to identify the way the presentation is put together, for example, generalizations supported with evidence or contrasts and comparisons.

Giving Feedback Give feedback to show your understanding of the message.

Listening Skills

Slide 3 of 6



Searching for an Interest Listen carefully to find something that applies to you or interests you. On the job, show an interest in things that will improve your performance.

Evaluating the Message As you listen, evaluate the validity of the message. Try to distinguish between fact and opinion and evaluate whether the information presented is relevant to the purpose of the message.

Listening Skills

Slide 4 of 6



Listening for More than Verbal Content The rate of speech, pitch, volume, and voice quality can add and change meaning to communication.

Listening for a Conclusion Listen for the speaker's conclusion. Don't jump to your own conclusion before the speaker has presented the facts.

Listening Skills

Slide 5 of 6



Taking Notes Take notes on the main points in a business meeting.

Following Directions Be sure you understand each step if someone is giving you directions. Give frequent feedback so the person knows you understand.

Listening Skills

Slide 6 of 6



Avoid the following blocks, and you will be able to concentrate on the message:

distractions

emotional blocks

planning a response

Blocks to Listening with Understanding

Slide 1 of 3



Distractions are blocks to effective listening: noises and other environmental factors, interruptions by other people, and competing thoughts in your mind.

Emotional Blocks are biases against the opinions expressed by the sender that prevent you from understanding.


Slide 2 of 3



Planning a Response blocks understanding because you can't concentrate on the message and your response at the same time.

Listen to the entire message before you plan your response.


Slide 3 of 3



Reading, like listening, is a process of tryingto understand a message. Reading with understanding is a necessity in every career. Even when applying for a job you have to read help-wanted ads or Web site job listings.

Reading



One of the many things required to succeed on the job is reading and understanding written messages. These three skills can help you:

focusing your mind

forming pictures

improving your vocabulary

Reading for Meaning

Slide 1 of 2



Focusing Your Mind Your mind will focus only through constant concentration.

Forming Pictures Try to form pictures of the people, places, things, and situations described.

Improving Your Vocabulary Try to figure out the meaning by the way the word is used, then look it up in a dictionary.

Reading for Meaning

Slide 2 of 2



Jargon is technical or specialized vocabulary used by members of a particular profession or industry. Many of these words aren't even listed in most dictionaries.

Most marketing jobs have their own jargon.

For glossaries of jargon specific to different marketing occupational areas, go to the Marketing Essentials Web site:

www.marketing.glencoe.org

Jargon


8.1 ASSESSMENTASSESSMENT

Reviewing Key Terms and Concepts

1. What are the six primary elements of communication?

2. How would you arrange the setting for a business meeting?

3. What listening skills can help you to better understand messages you receive?

Slide 1 of 2



Reviewing Key Terms and Concepts

4. What are three blocks to listening with understanding?

5. What are three skills to help you read better?

Slide 2 of 2



Thinking Critically

Describe an appropriate setting for an in-home cosmetics presentation and for a stockbroker's meeting. How and why should the two settings be different?


8.1 Graphic OrganizerGraphic Organizer


MessageMessageSenderSender ReceiverReceiver

FeedbackFeedback


End of Section 8.1

Marketing EssentialsMarketing Essentials

chapter 8 communication skills 1 marketing essentials chapter 8 communication skills section 8.1...

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communication slide

communication skills

communication feedback

communication process

communication hearing

nonverbal communication

good communication skills