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 | McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Chapter 15 ManagingManaging CommunicationCommunication McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives After reading this chapter, you should be able to: z Understand the process of communication. z Eliminate barriers that distort the meaning of information. z Analyze the basic patterns of organizational communication. z Develop the skills of organizing and running effective meetings. z Master electronic forms of communication such as e-mail and know when to use them. z Work with an organization’s informal communication. z Improve assertive communication, presentation, nonverbal, and listening skills. McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Process of Communication zCommunication is a process that involves the transmission of meaningful information from one party to another through the use of shared symbols. zCommunication is successful when meaning is understood. McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Process of Communication (continued) zTwo forms of information are sent and received in communication: ¾ Facts – bits of information that can be objectively measured or described. ¾ 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 Assertive C om m unication Skills Presentation Skills Listening Skills N onverbal C om m unication Skills McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process C om m unication Noise C hannel Sender Receiver (encodes m essage) (decodes m essage) Feedback Noise McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved. The Communication Process: Feedback zFeedback allows the sender to clarify the message if its true meaning is not received. ¾ .
