COURSE CONSULTANTS

FIRST AND SECOND EDITIONS:

John P. Bentley, RPh, MBA, PhD
Assistant Professor, Pharmacy Administration
School of Pharmacy
University of Mississippi
University, Mississippi

Martha Reeves, PhD
Visiting Assistant Professor
Marketing and Management Program
Duke University
Durham, North Carolina

Graduate Supplement
MGT-5421
To earn graduate-level credit, this supplement and course MGT-421 must be successfully completed.

Click here for more information about graduate-level credit.

Who Should Take This Course:
Newly promoted managers, established managers, and others who rely on effective communication skills; sales representatives who are preparing for a management role in the pharmaceutical industry; and others who are seeking to improve their business communication skills.

Career Applications/Benefits:
The ability to communicate effectively is the most important factor when determining a manager’s potential success, more important than ambition and education. It is a top priority in the business world because it provides a means by which members of an organization can share information, coordinate activities, and make decisions. If not managed well, the results of communication can be disappointing and costly. Therefore, it is critically important that managers know how to manage communication in order to achieve their intended outcomes. This course is designed to help managers and others to fully understand the process of business communication and the environment and attitudes that are most conducive to effective communication. It provides information about the role of managers in terms of developing and fostering effective communication within their organizations so that they and their staff can work efficiently to attain their business and professional goals.

Course Description:
This course examines communication systems in the business setting and how to manage the communication process so that business relationships are fostered and nurtured. It describes formal and informal communication networks and how they function within an organization. It presents the elements of good communication such as synergy, rapport, listening and understanding, being understood, timing and directness, and appropriate nonverbal cues. It also discusses the inevitability of criticism and conflict and how to manage both when they do occur. In addition it also includes a discussion on how to use tact and diplomacy when handling intercultural communications. This course also describes the characteristics of an effective message, how to select the appropriate communication tool for creating and delivering the message, and the process for using each tool most effectively.

Related Courses:
• The 21st Century Physician
• Business and Management Strategies in Healthcare
• Business and Strategic Planning
• Business Ethics and the Pharmaceutical Industry
• Managing People
• Principles of Pharmaceutical Management

Chapter Content:

Learning Objectives:
Upon successful completion of this course, the student will be able to describe the advantages of developing effective communication skills and discuss common business communication problems; describe how formal and informal communication networks function in organizations; describe the communications process model; list and describe elements of effective communication; describe important aspects of intercultural communication; and describe how to choose and utilize appropriate communication tools including written communication, the telephone, business meetings, and business presentations.

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