Achieving Success Through Effective Business Communication

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Chapter 1 - 1

Achieving Success Today

Communication
Information and Meaning

Senders

Receivers

Written

Spoken

Electronic

Visual

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Chapter 1 - 2

Communication Benefits
Stronger decision making
Faster problem solving

Earlier warning of potential problems

Increased productivity and lower costs Stronger business relationships
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Communication Benefits
Clear, persuasive marketing messages
Enhanced professional images

Greater employee engagement

Better financial results Stronger connection with stakeholders
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Forms of Communication
Internal External

Formal

Planned Communication Among Insiders

Planned Communication With Outsiders

Informal

Casual Communication Among Employees

Casual Communication With Outsiders

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Internal Communication
Formal communication network
Upward Downward Horizontal

Informal communication network

The grapevine Unofficial lines of power

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Chapter 1 - 6

Effective Communication
Practical Factual

Concise

Clear

Persuasive

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Chapter 1 - 7

What Employers Expect

Organizing ideas and information
Expressing ideas and information

Listening actively to others

Communicating with diverse groups Using communication technology
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What Employers Expect

Writing and speaking effectively
Adapting to audiences and situations

Applying business etiquette

Communicating ethically Managing time and resources
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Challenges of Business Communication

Globalization and Diversity Value of Information

Pervasiveness of Technology

Organizational Evolution

Reliance on Teamwork
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Globalization and Workforce Diversity

Communication Challenges

Products and Markets

Business Opportunities

Business Partnerships

Workers and Executives

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Increasing Value of Business Information

Knowledge Workers

Competitive Insights

Customer Needs

Regulations and Guidelines

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Chapter 1 - 12

Pervasive Technology
Communication
Skill Requirements Competitive Advantage
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Organizational Evolution
Tall Structures
Flatter Structures Flexible Structures Corporate Cultures
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Reliance on Teamwork
Business Usage

Complex Dynamics

Communication Skills
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Effective Communication
Connect With Audience
Use AudienceCentered Approach Give Constructive Feedback

Minimize Distractions
Improve Your Communication Skills Use Business Etiquette
Chapter 1 - 16

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Connect With the Audience

Communication Process

Communication Barriers

Mind of the Audience

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Communication Process
1

Sender Has an Idea

Audience Sends Feedback

Audience Reacts to Message

Sender Encodes the Idea

Audience Decodes Message

Sender Produces Message

Sender Transmits Message

Audience Receives Message

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Communication Barriers
Noise and Distractions Competing Messages

Filtering of Messages

Channel Breakdowns
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The Mind of the Audience

Business Messages
Receiving Decoding Responding
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Receiving Messages
Consider Expectations Ensure Ease of Use

Emphasize Familiarity

Practice Empathy

Design for Compatibility

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Chapter 1 - 21

Decoding Messages
Cultural Issues
Beliefs and Biases Language Issues Thinking Styles
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Responding to Messages
Memory Ability Motivation
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Minimize Distractions
Use Common Sense Practice Courtesy

Respect Differences

Limit Distractions

Acknowledge Emotions

Anticipate Reactions
Chapter 1 - 24

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Adopting an AudienceCentered Approach

The You Attitude
Focus On Audience Care About Audience

Emotional Intelligence
Learn About Audience Relate to Audience

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Chapter 1 - 25

Build Communication Skills

On-the-Job Training

Communication Classes
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Giving and Responding to Feedback

Constructive Feedback Destructive Feedback

Process Focused

Outcome Focused

Personal Attacks

Unclear Guidelines

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Chapter 1 - 27

Etiquette in Business
Respect Courtesy Common Sense
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Communication Technology
Maintain Your Perspective
Avoid Information Overload Use Technology Productively Reconnect With People
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Ethical Communication
True In Every Sense
Includes Relevant Information Not Deceptive In Any Way
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Unethical Communication
Plagiarism Omitting Information
Misrepresentation of Data Abuse of Privacy and Security
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Selective Misquoting

Distorting Visuals

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Recognizing Ethical Issues

Ethical Dilemma
Stakeholders Conflicting Loyalties

Ethical Lapse
Business Pressures Illegal Choices

Difficult Tradeoffs

Unethical Choices
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Making Ethical Choices

Individual Employees
Code of Ethics

Corporate Management

Policies and Structures

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General Ethical Guidelines

Have you defined the situation?
Why are you communicating? What impact will your message have? What good or harm will be achieved? Will your assumptions change? Are you comfortable with the decision?
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Legal and Ethical Behavior

Promotions

Contracts

Employment
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Legal and Ethical Behavior

Intellectual Property

Financial Reporting

Defamation
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Achieving Success Through Effective Business Communication

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 1 - 37