Marketing Manager Course - Chapter 15

Tham khảo tài liệu marketing manager course - chapter 15, kinh doanh - tiếp thị, kỹ năng bán hàng phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả
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Marketing Manager Course - Chapter 15McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved.Chapter 15 Managing CommunicationMcGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to: Understand the process of communication. Eliminate barriers that distort the meaning of information. Analyze the basic patterns of organizational communication. Develop the skills of organizing and running effective meetings. Master electronic forms of communication such as e-mail and know when to use them. Work with an organization’s informal communication. Improve assertive communication, presentation, nonverbal, and listening skills.McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Process of Communication Communication is a process that involves the transmission of meaningful information from one party to another through the use of shared symbols. Communication is successful when meaning is understood.McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Process of Communication (continued) Two forms of information are sent and received in communication: Facts – bits of information that can be objectively measured or described. Feelings – an individual’s emotional responses to decisions made or actions taken by other people.McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Skills for Managing Communication A ssertve i C om m uni i Skil caton ls Present i Skil aton ls Li eni Skil st ng ls N onverbal C om m uni i Skil caton lsMcGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process C om m uni i caton Noise C hannel Sender R ecei ver (encodes m essage) (decodes m essage) Feedback NoiseMcGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process: Feedback Feedback allows the sender to clarify the message if its true meaning is not received. Two-way Communications – communication channels that provide for feedback. One-way Communications – communication channels that provide no opportunity for feedback.McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process: Barriers to Effective Communication Barriers can disrupt the accurate transmission of information. These barriers take different forms: Sender barrier Encoding barrier Communication channel barrier Decoding barrier Receiver barrier Feedback barrier Noise barrier Perception barrierMcGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Patterns of Organizational Communications Communications in organizations can be complex. Possible barriers to communication includes: Differences in employee status and power Diversity Differences in interestsMcGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Patterns of Organizational Communications Downward Communication Upward Communication Horizontal CommunicationMcGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Constructive Feedback ...