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 , Seyed Vahid Aqili ² , Norouz Hashemzehi ³ , Aliakbar Farhangi ⁴

1 - Ph.D. Student of Social Communications, Central Tehran Branch, Islamic Azad University, Tehran, Iran
2 - Associate Professor of Social Communications, Central Tehran Branch, Islamic Azad University, Tehran, Iran
3 - Assistant Professor of Sociology, East Tehran Branch, Islamic Azad University, Tehran, Iran
4 - Professor of Management, Science and Research Branch, Islamic Azad University, Tehran, Iran

Received: 2018-06-28 Accepted : 2018-06-28 Published : 2018-05-22

Keywords: Communication skills, Transparency, self-discovery, Business, customer orientation,

Abstract :

Serving the oldest customer and at the same time, the most recent issue is for every business. The purpose of this article is investigating the role of communication skills of managers in development and their business success emphasized by customer orientation. The theoretical discussion is based on the theories of communication, sociology and management. Dimensions of communication skills include 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 interviews are gathered and analyzed in 2017. 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.

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