Achieving Success Through

Effective Business
Communication

Achieving Success in Todays

Competitive Environment
Competing for jobs
Winning customers
o Writing
o Speaking
o Listening
o Adapting
Effective Communication
Faster decision making and
problem solving
Earlier warning of potential
problems
Improved productivity and
work flow
Stronger business
relationships
Stronger marketing
messages
Enhanced professional
image
Lower turnover and higher
employee retention
Better results and higher
returns for investors
What Employers Expect
Organizing ideas and
information
Expressing ideas and
information
Listening effectively
Communicating with
people from diverse
backgrounds
Using communication
technologies
Delivering high-quality
speaking and writing
Practicing business
etiquette
Communicating ethically
Characteristics of Effective
Messages
Practical information
Factual information
Concise, efficient
information

Clear expectations and

responsibilities
Persuasive arguments and
recommendations
Organizational Communication
Internal communication
External communication
Formal communication
Informal communication
Internal Communication
Formal communication
network
o Upward
o Downward
o Horizontal
Informal communication
network
o The grapevine
o Unofficial lines of
power
External Communication
Formal contacts
o Marketing
o Public relations
Informal contacts
o Industry gatherings
o Social networking
Why Is Business
Communication Unique?
Globalization and diversity
Information value
Pervasiveness of
technology
Reliance on teamwork
New corporate structures
Communication barriers
Globalization and Workforce
Diversity
Globalization
o Market products
o Partner with
businesses
o Employ workers and
executives
Workforce diversity
o Communication
challenges
o Competitive
advantages
Increasing Value of Business
Information

Knowledge workers
o Competitive insights
o Customer needs
o Regulations and
guidelines
Pervasive Technology
Voice systems
Virtual agents
Mobile communication
Networking advances
Evolution of Organizational
Structures
Tall structures
Flatter structures
Flexible structures
Corporate cultures
Reliance on Teamwork
Full-time assignments
Temporary projects
Communication challenges
Effective Communication
Connect with the audience
Minimize communication
barriers
Use audience-centered
approach
Improve communication
skills
Provide constructive
feedback
Observe business etiquette
Connect with the Audience
The communication
process
Barriers to communication
Inside the mind of the
audience
The Communication Process
Sender has an idea
Sender encodes the idea
Sender produces the
message
Sender transmits the
message
Audience gets the message
Audience decodes the
message
Audience responds to the
message

Audience provides
feedback to sender
Communication Barriers
Noise and distractions
Competing messages
Filtering of messages
Channel breakdowns
The Mind of the Audience
Receiving messages
Decoding messages
Responding to messages
Receiving Messages
Consider audience
expectations
Ensure ease of use
Emphasize familiarity
Practice empathy
Design for compatibility
Decoding Messages
Cultural issues
Individual beliefs
Language differences
Thinking styles
Responding to Messages
Memory
Ability
Motivation
Minimizing Distractions
Use common sense
Be courteous
Respect personal
differences
Insulate yourself
Avoid unnecessary
messages
Prioritize messages
Recognize your feelings
Anticipate emotional
reactions
Audience-Centered Approach
The you attitude
o Focus on your
audience
o Care about your
audience
Emotional intelligence
o Learn about your
audience
o Relate to your
audience

Improve Communication Skills

On-the-job training
Business communication
course
o Planning and
producing documents
o Collaborating in
teams
o Listening effectively
o Improving nonverbal
communication
o Communicating
across cultures
Giving and Responding to
Feedback
Constructive feedback
o Process focused
o Outcome focused
Destructive feedback
o Personal attacks
o Unclear guidelines
Observe Business Etiquette
Respect
Courtesy
Common sense
Communication Technology
Maintaining perspective
Improving productivity
Reconnecting with people
Ethical Communication
Includes relevant
information
Is true in every sense
Not deceptive in any way
Unethical Communication
Plagiarism
Selective misquoting
Misinterpreting numbers
Distorting visuals
Ethical Dilemmas vs. Lapses
Ethical dilemma
o Stakeholders
o Conflicting loyalties
o Difficult tradeoffs
Ethical lapse
o Business pressures
o Illegal choices
o Unethical choices
Ensuring Ethical
Communication
Individual employees

Corporate leadership
Policies and structures
Ensuring Legal Communication
Promotions
Contracts
Employment
Intellectual property
Financial reporting
Defamation

Communicating in Teams and

Mastering Listening and
Nonverbal Communication Skills

Improving Your Performance in

Teams
Team
o Two or more people
o Share
mission/responsibilit
y
o Working toward a
goal
Formal
o Committees
Informal
o Task forces and
problem-solving
teams
Overview of Teams

Advantages
Increased
information
Diversity of
views
Accepting
solutions
Performance
levels

Disadvantag
es
Groupthink
Hidden
agendas
Free riders
High costs

Characteristics of Effective
Teams
Clear objective
Sense of purpose
Open communication
Consensus decision making
Creative thinking
Conflict resolution

Collaborative Writing
Guidelines
Select members carefully
Agree on project goals
Take time to bond
Clarify individual
responsibilities
Set clear processes
Avoid group writing
Ensure compatibility
Check progress often
Collaborative Writing
Technologies
Websites more control
o Organization
o Workflow
o Content
Wikis more flexibility
o Organization
o Workflow
o Content
Group Dynamics
Roles that team members
assume
Phase of team
development
Success in resolving
conflict
Success in overcoming
resistance
Assuming Team Roles
Self-oriented
o Controlling,
withdrawing,
diverting, seeking
attention
Team-maintenance
o Encouraging,
harmonizing,
compromising
Task-oriented
o Initiating,
information giving or
seeking,
coordinating,
procedure setting
Team Evolution
Orientation
Conflict
Brainstorming
Emergence

Reinforcement
Sources of Team Conflict
Scarce resources
Task responsibilities
Incompatible ideas
Poor communication
Attitudes and values
Power struggles
Conflicting goals
Types of Conflict
Constructive (win-win)
o Exposes issues
o Boosts involvement
o Generates ideas
Destructive (win-lose, or
lose-lose)
o Diverts energy
o Destroys morale
o Divides the team
Resolving Conflict
Proaction
Communication
Openness
Research
Flexibility
Fair play
Alliance
Overcoming Resistance
Express understanding
Bring resistance into the
open
Evaluate objections fairly
Withhold arguments
Etiquette in Team Settings
In the workplace
o Appearance and
grooming
o A genuine smile
o Telephone skills
In social settings
o First impressions
o Personal
introductions
o Dining etiquette
o Misuse of mobile
phones
o Inappropriate topics
Productive Meetings
Preparation
Efficiency
Technology

Preparing for Meetings

Decide on the purpose
Select participants
Choose the location
Set and follow an agenda
Leading and Participating
Stay on track
Follow the rules
Promote participation
Participate actively
Close effectively
Meeting Technologies
Virtual teams
Virtual meetings
Groupware
Improving Listening Skills
Strengthen relationships
Expedite product delivery
Highlight opportunities
Support workplace
diversity
Build foundation for trust
Enhance performance
Types of Listening
Content listening
Critical listening
Empathetic listening
Active listening
The Listening Process
Receiving
Decoding
Remembering
Evaluating
Responding
Barriers to Listening
Physical elements
Selective listening
Short attention span
Prejudgment and
defensiveness
Little common ground
Memory barriers
Nonverbal Communication
Complement verbal
communication
Reveal the truth
Convey information
efficiently
Recognizing Nonverbal
Communication

Facial expressions
Gestures and posture
Vocal characteristics
Personal appearance
Touching behavior
Use of time and space
Maximizing Nonverbal
Communication Skills
Note facial expressions
Watch gestures and
postures
Listen for vocal
characteristics
Recognize physical
appearance
Be careful with physical
contact
Observe use of time and
space

Communicating in a World of
Diversity

Communication in a Diverse
World
Diversity
o Individual
characteristics
o Individual
experiences
Intercultural
communication
o Cultural backgrounds
o Cultural differences
Opportunities in a Global
Marketplace
New customers
New labor sources
New job possibilities
Advantages of a Diverse
Workforce
Connect with customers
Expand talent pool
Challenges of Intercultural
Communication
Language, nonverbal
signals, perception
patterns, values and
beliefs
o Communicating with
employees

Motivating
employees
o Promoting harmony
and cooperation
Enhancing Sensitivity to
Culture and Diversity
Understanding the concept
of culture
Overcoming ethnocentrism
and stereotyping
Recognizing variations in a
diverse world.
Adapting to U.S. business
culture
The Concept of Culture
Shared system
o Beliefs
o Symbols
o Attitudes
o Values
o Expectations
o Norms
Characteristics of Cultures
Automatic
Coherent
Complete
Negative Cultural Attitudes
Ethnocentrism
Xenophobia
Stereotyping
Cultural Pluralism
Avoiding assumptions
Avoiding judgments
Acknowledging distinctions
Recognizing Variations in a
Diverse World
Contextual
Legal and ethical
Social
Nonverbal
Age
Gender
Religion
Ability
Cultural Context
High-context and lowcontext
o Decision-making
practices
o Problem-solving
techniques
o

o Negotiating styles
Legal and Ethical Behavior
Seek common ground
Withhold judgment
Send honest messages
Respect differences
Social Behavior Differences
Work and success
Roles and status
Use of manners
Concepts of time
Nonverbal Differences
Greetings and touching
Personal space
Facial expressions
Eye contact
Posture
Formality
Age Differences
Types of culture
o Youth-oriented
o Senior-oriented
Cultural associations
o Power
o Respect
o Freedom
Gender Differences
Existing workplace cultures
Communication styles
Religious Differences
Personal beliefs
Inclusive workplaces
Ability Differences
Assistive technologies
o Customers
o Colleagues
Adapting to U.S. Business
Culture
Individualism
Equality
Privacy and personal space
Time and schedules
Religion
Communication style
Improving Intercultural
Communication Skills
Study other cultures and
languages
Respect communication
styles

Speak and write clearly

Listen carefully
Use interpreters or
translators
Help others adapt to your
culture
Studying Other Cultures
Social customs
Clothing and food
Political patterns
Religious and folk beliefs
Economics and business
Ethics, values, and laws
Learning Languages
Facilitate communication
Promote business
relationships
Respecting Communication
Preferences
Degree of formality
Level of directness
Writing or speaking
Writing Clearly
Use simple, clear language
Be concise (brief)
Use transitional elements
Address correspondence
properly
Cite numbers/dates
carefully
Avoid slang, idioms, and
jargon

Avoid humor or popular

culture references
Intercultural Conversations
Speak slowly and clearly
Rephrase as needed
Seek feedback
Dont patronize
Double check for
agreement
Listening Carefully
Learn vocal patterns
Show respect
Ask questions
Using Interpreters or
Translators
Human beings
o Interpretation
o Cultural context
o Non-verbal cues
Software
o Translation
o Words and phrases
o Gist of the message
Helping Others Adapt
Speaking and listening
o Conference calls
o Face-to-face
conversations
Reading and writing
o Intranet sites
o Email and instant
messaging