The role of communication skills of managers in business development with emphasis on customer orientation

Subject Areas : Journal of Iranian Social Development Studies

somayeh sadat mahdavi ¹ , Seyyed Vahid Aghili ² , norooz hashemzehi ³

1 - Department of Communication Sciences, Faculty of Humanities, Tehran-Iran University of Science and Research
2 - Associate Professor and Associate Professor at Azad University, Centeral Tehran
3 - Associate Professor and Faculty Member of Sociology Department, Azad University, Tehran East Branch

Received: 2017-11-08 Accepted : 2018-06-16 Published : 2007-12-22

Keywords: "self-discovery", "transparency", "customer orientation", "business", "Communication skills",

Abstract :

Serving the oldest customer And at the same time, the most recent issue is for every business.The purpose of this article, Investigating the role of communication skills of managers in development And their business success is emphasized by customer orientation. Theoretical discussions are based on theories of communication, sociology and management. Dimensions of communication skills; self-awareness, empathy skills, Social support, social skills, artistic and inspirational influence, Self-discipline, stimulation of self-esteem, positivism. Customer Management Dimensions: Transparency and Information, Speed, Accuracy, Flexibility, Compliance with Service Delivery, The beauty of the service space and the value of customer feedback. The statistical population is the managers of moderate business enterprises in Kerman. This paper is based on qualitative and analytical-theoretical method and documentary methods, In-depth and in-depth interviews were gathered and analyzed in 1396.According to the results of the research, the nature of the job requires a manager It communicates with employees, colleagues and customers and uses communication skills. Sometimes the director's inability to communicate properly with employees in the workplace Because of lack of communication skills, there are negative attitudes, impulsivity and job dissatisfaction among employees. They are not able to perform their duties to the optimum level, Ultimately, staffing is not suited to customers, and they are faced with reduced productivity.