Communication and Interpersonal Skills

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Communication and Interpersonal Skills
4.01 Demonstrate effective verbal and nonverbal
communication in marketing
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Communication
The
process of exchanging information, ideas, and
feelings
Verbalspeaking and writing Nonverbalfacial
expressions and body language
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Six Elements of the Communication Process

• Senders and receivers
• Messages
• Channels
• Feedback
• Blocks
• Setting

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• Senders receivers

Every message must be sent, received, and
understood
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• Messages

• The information, ideas, or feeling the sender
  wants to share
• Messages are represented by symbols (anything
  that stands for something else)
• All communication is made up of verbal and
  nonverbal symbols
• Avoid nonstandard language

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• Channels

• Avenues by which the message is delivered

• Sight
• Sound
• Written word

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• Feedback

• The receivers response to the message
• Allows participants to clarify the message and
  know that it was understood by all parties
• The greatest opportunity for feedback is in
  face-to-face conversation

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• Blocks

• Interfere with understanding the message

• Distractions
• Emotional blocks
• Planning a response

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• Setting

• Where communication takes place

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Listening

• 70 percent of waking hours are spent
  communicating
• 45 percent of waking hours are spent listening
• As much time is spent listening as in speaking,
  writing, and reading combined
• Listening is a mental process that requires using
  the brain

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Listening skills which improve the understanding
of messages

• Identify the purpose
• Look for a plan
• Give feedback
• Search for an interest
• Evaluate the message
• Listen for more than verbal
  content

• Listen for a conclusion
• Take notes
• Follow directions

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Reading skills for greater understanding

• Focus your mind
• Form pictures
• Improve your vocabulary
• Jargon--Words that have meaning only in a
  particular career field

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The importance of speaking

• 1. Know the purpose
• Speaking to inform
• Speaking to persuade
• Speaking to entertain

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The importance of speaking

• 2. Use your voice
• Medium, even tone

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The importance of speaking

• 3. Speaking formally
• Enumeration (listing several items in order)
• Generalizations (statements that are accepted as
  true by most people) with example
• Cause and effect
• Comparison and contrast

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The importance of speaking

• 4. Parliamentary procedure
• A structure for holding group meetings and making
  decisions
• Quorum--a proportion of the membership--usually
  more than half

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The importance of speaking

• 4. Parliamentary procedure (cont.)

• Order of business (agenda)
• Call to order
• Minutes of the meeting
• Treasurers report
• Committee report
• Old business
• New business
• The Motion--a proposal

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Telephone skills

• Answer with a greeting and the company name
  and/or your name and department
• Use a pleasant voice, enunciate clearly, and
  speak directly into the mouthpiece
• Be courteous and do not interrupt
• Be prepared to take a message

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Writing

• Know your reader
• Know your purpose
• Know your subject

Business letter--main form of written
communication with people outside your own company
Memo--written messages to someone in your company
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Business
Letter
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Business Letter Parts

• Return address (Letterhead)
• Dateline
• Inside address (name and address of the person
  who will receive the letter)
• Salutation (greeting)
• Body (message of the letter)
• Closing (a respectful goodbye)
• Signature block (includes the handwritten and
  typed name of the writer)
• Reference initials (initials of the
  writer/typist)

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To Santas Elves From Santa Claus Date 30
September 2001 Subject Meeting to discuss
shortage of toy parts I am calling a meeting at
3 p.m. tomorrow to discuss the shortage of toy
parts for the upcoming holiday season. Some of
you have already mentioned that various widgets
and snippets are hard to obtain from the usual
sources. If we cannot obtain these items soon, we
will have to find new suppliers in order to meet
our holiday deadline. We do not want to
disappoint any children. Please bring a list of
the parts in short supply to the meeting so that
we can determine what to do next. If you have any
additional suggestions, be sure to contact me or
Mrs. Claus. Cc Mrs. S. Claus
Business
Memo
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Business Memorandum (Memo)

• To
• From
• Subject
• Date
• Body