Independent Quick Write

Be prepared to share your responses to the following questions, with the class. You will have

• Give some examples of people working together for a common goal.

• What might be the importance of communication in the case(s) you mentioned above.

Independent Quick-Write

Defining Communication

Objectives

• Define effective verbal and nonverbal communication

• Explain the role of listening

• Explain why awareness of cultural differences is important in communication

Key Terms

communication

channels/media

feedback

barriers

setting

distractions

emotional barriers

Marketing Essentials Chapter 8, Section 8.1

Chapter 8 Intro to Communication Skills

The Communication Process

Communication is the process of exchanging messages between a sender and a receiver. These messages can be about:

• Information

• Ideas

• Feelings

communication

The process of exchanging messages between a sender and a receiver.

Marketing Essentials Chapter 8, Section 8.1

The Communication Process

The skills used to send and receive these messages are called communication skills. They include:

• Listening

• Reading

• Writing

• Speaking

Marketing Essentials Chapter 8, Section 8.1

The Communication Process

Effective communication is vital in every aspect of business, including:

•Developing job skills

•Training employees

•Working as a team

•Marketing products

Marketing Essentials Chapter 8, Section 8.1

Channels or Media

Channels, or media, are the avenues through which messages are delivered, such as:

• Conversations

• Phone calls

• Memos

• Letters

• Email

channels

The avenues through which messages are delivered.

media

The avenues through which messages are delivered; also known as channels.

Marketing Essentials Chapter 8, Section 8.1

Feedback

A receiver’s response to a message is known as feedback. It allows participants to clarify the message and make sure that all parties gave the message the same meaning.

feedback

A receiver’s response to a message.

Marketing Essentials Chapter 8, Section 8.1

Barriers

Barriers to communication are obstacles that interfere with the understanding of a message. They can be:

• Verbal - language differences

• Cross-cultural - different dialects and traditions

barriers

Obstacles that interfere with the understanding of a message.

Marketing Essentials Chapter 8, Section 8.1

Setting

The setting is the circumstances under which communication takes place. Factors that affect the setting include:

• Place

• Time

• Sights

• Sounds

These factors can help or hinder the ability to exchange messages.

setting

The circumstances under which communication takes place.

Marketing Essentials Chapter 8, Section 8.1

Listening

Listening is critical to many areas of marketing and business, such as:

• Handling customer complaints

• Understanding feedback

• Recognizing customers’ needs

• Following directions

Marketing Essentials Chapter 8, Section 8.1

Barriers to Listening for Understanding

A barrier to receiving a message can be environmental, like a plane flying overhead, or it may involve attitudes and characteristics of the listener. Common barriers include:

• Distractions - Things that compete for the listener’s attention.

• Emotional barriers - Biases against the sender’s opinions that prevent a listener from understanding.

• Planning a response - A person cannot focus on the message and plan a response at the same time.

distractions

Things that compete for the listener’s attention.

emotional barriers

Biases against the sender’s opinions that prevent a listener from understanding.

Marketing Essentials Chapter 8, Section 8.1

Using Your Voice and Nonverbal Cues

Good communicators use their voices effectively, modulating tone and pace to improve delivery.

Nonverbal cues can enhance the delivery of a message. They include:

• Body language

• Eye contact

Marketing Essentials Chapter 8, Section 8.2

Words - 7%

Voice - 38%

Nonverbal -55%

Dr Albert Mehrabian’s Theory

How every message is received…

SECTION REVIEW

3. Why is effective communication so important, particularly in business?

1. What is a communication channel?

2. What is a barrier to effective listening?

Transfer of Learning Activity “What It Looks Like You Said” Emphasis: Nonverbal Communication

Directions:

1. Teacher will divide the class into pairs.

2. Take turns acting out (with no words) the non-verbal communication situation on your handout to your partner.

3. Partner should try to guess the non-verbal signal and message being communicated.

4. During the second half of the activity, act out the “mixed message” situation on the bottom of the handout (using both verbal and non-verbal clues).

5. Be prepared to share your findings with the class.

Activity Discussion/Recap“What It Looks Like You Said” Emphasis: Nonverbal CommunicationDiscussion:

1. Do people communicate without words? How?

2. What are a few expressions or gestures (be careful with this one ) that are used in non-verbal communication?

3. Do you ever feel someone is saying one thing but really means another? Why?

4. What are the implications of nonverbal communication in school? At work? At home?