Prentice Hall, 2008

Business Communication Today, 9e Chapter 1 - 1

Achieving Success
Through Effective
Business Communication
Prentice Hall, 2008
Business Communication Today, 9e Chapter 1 - 2
Achieving Success in Todays
Competitive Environment
Competing for jobs
Winning customers
Writing
Speaking
Listening
Adapting
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Business Communication Today, 9e Chapter 1 - 3
Effective Communication
Faster decision making and problem
solving
Earlier warning of potential problems
Improved productivity and work flow
Stronger business relationships
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Business Communication Today, 9e Chapter 1 - 4
Effective Communication
Stronger marketing messages
Enhanced professional image
Lower turnover and higher employee
retention
Better results and higher returns for
investors
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Business Communication Today, 9e Chapter 1 - 5
What Employers Expect
Organizing ideas and information
Expressing ideas and information
Listening effectively
Communicating with people from
diverse backgrounds
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Business Communication Today, 9e Chapter 1 - 6
What Employers Expect
Using communication technologies
Delivering high-quality speaking and
writing
Practicing business etiquette
Communicating ethically
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Business Communication Today, 9e Chapter 1 - 7
Characteristics
of Effective Messages
Practical information
Factual information
Concise, efficient information
Clear expectations and responsibilities
Persuasive arguments and
recommendations
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Business Communication Today, 9e Chapter 1 - 8
Organizational Communication
Internal communication
External communication
Formal communication
Informal communication
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Business Communication Today, 9e Chapter 1 - 9
Internal Communication
Formal communication network
Upward
Downward
Horizontal
Informal communication network
The grapevine
Unofficial lines of power
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Business Communication Today, 9e Chapter 1 - 10
External Communication
Formal contacts
Marketing
Public relations
Informal contacts
Industry gatherings
Social networking
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Business Communication Today, 9e Chapter 1 - 11
Why Is Business
Communication Unique?
Globalization and diversity
Information value
Pervasiveness of technology
Reliance on teamwork
New corporate structures
Communication barriers
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Business Communication Today, 9e Chapter 1 - 12
Globalization
and Workforce Diversity
Globalization
Market products
Partner with businesses
Employ workers and executives
Workforce diversity
Communication challenges
Competitive advantages
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Business Communication Today, 9e Chapter 1 - 13
Increasing Value of Business
Information
Knowledge workers
Competitive insights
Customer needs
Regulations and guidelines
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Business Communication Today, 9e Chapter 1 - 14
Pervasive Technology
Voice systems
Virtual agents
Mobile communication
Networking advances
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Business Communication Today, 9e Chapter 1 - 15
Evolution of Organizational
Structures
Tall structures
Flatter structures
Flexible structures
Corporate cultures
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Business Communication Today, 9e Chapter 1 - 16
Reliance on Teamwork
Full-time assignments
Temporary projects
Communication challenges
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Business Communication Today, 9e Chapter 1 - 17
Effective Communication
Connect with the audience
Minimize communication barriers
Use audience-centered approach
Improve communication skills
Provide constructive feedback
Observe business etiquette
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Business Communication Today, 9e Chapter 1 - 18
Connect with the Audience
The communication process
Barriers to communication
Inside the mind of the audience
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Business Communication Today, 9e Chapter 1 - 19
The Communication Process
1. Sender has an idea
2. Sender encodes the idea
3. Sender produces the message
4. Sender transmits the message
5. Audience gets the message
6. Audience decodes the message
7. Audience responds to the message
8. Audience provides feedback to sender
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Business Communication Today, 9e Chapter 1 - 20
Communication Barriers
Noise and distractions
Competing messages
Filtering of messages
Channel breakdowns
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Business Communication Today, 9e Chapter 1 - 21
The Mind of the Audience
Receiving messages
Decoding messages
Responding to messages
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Business Communication Today, 9e Chapter 1 - 22
Receiving Messages
Consider audience expectations
Ensure ease of use
Emphasize familiarity
Practice empathy
Design for compatibility
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Business Communication Today, 9e Chapter 1 - 23
Decoding Messages
Cultural issues
Individual beliefs
Language differences
Thinking styles
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Business Communication Today, 9e Chapter 1 - 24
Responding to Messages
Memory
Ability
Motivation
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Business Communication Today, 9e Chapter 1 - 25
Minimizing Distractions
Use common sense
Be courteous
Respect personal differences
Insulate yourself
Avoid unnecessary messages
Prioritize messages
Recognize your feelings
Anticipate emotional reactions
Prentice Hall, 2008
Business Communication Today, 9e Chapter 1 - 26
Audience-Centered Approach
The you attitude
Focus on your audience
Care about your audience
Emotional intelligence
Learn about your audience
Relate to your audience
Prentice Hall, 2008
Business Communication Today, 9e Chapter 1 - 27
Improve Communication Skills
On-the-job training
Business communication course
Planning and producing documents
Collaborating in teams
Listening effectively
Improving nonverbal communication
Communicating across cultures
Prentice Hall, 2008
Business Communication Today, 9e Chapter 1 - 28
Giving and Responding to
Feedback
Constructive feedback
Process focused
Outcome focused
Destructive feedback
Personal attacks
Unclear guidelines
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Business Communication Today, 9e Chapter 1 - 29
Observe Business Etiquette
Respect
Courtesy
Common sense
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Business Communication Today, 9e Chapter 1 - 30
Communication Technology
Maintaining perspective
Improving productivity
Reconnecting with people
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Business Communication Today, 9e Chapter 1 - 31
Ethical Communication
Includes relevant information
Is true in every sense
Not deceptive in any way

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Business Communication Today, 9e Chapter 1 - 32
Unethical Communication
Plagiarism
Selective misquoting
Misinterpreting numbers
Distorting visuals
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Business Communication Today, 9e Chapter 1 - 33
Ethical Dilemmas vs. Lapses
Ethical dilemma
Stakeholders
Conflicting loyalties
Difficult tradeoffs
Ethical lapse
Business pressures
Illegal choices
Unethical choices
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Business Communication Today, 9e Chapter 1 - 34
Ensuring Ethical
Communication
Individual employees
Corporate leadership
Policies and structures
Prentice Hall, 2008
Business Communication Today, 9e Chapter 1 - 35
Ensuring Legal Communication
Promotions
Contracts
Employment
Intellectual property
Financial reporting
Defamation