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Chapter 1

Succeeding in Business
Communication and Management

McGraw-Hill/Irwin Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved.
Types of Communication
 Verbal  Nonverbal
 Face-to-face  Computer graphics
 Phone  Company logos
conversations  Smiles
 Informal meetings  Size of an office
 Presentations  Location of people
 Text messages at meetings

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Communication Purposes
 Business communication has three
purposes
 To inform
 To request or persuade
 To build goodwill
 Most messages have more than one
purpose

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Audiences
 Internal
 Go to people inside organization
 Memo to subordinates, superiors, peers
 External
 Go to people outside organization
 Letter to customers, suppliers, others

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Benefits & Costs
 Effective communication
 Saves time
 Increases productivity
 Communicates ideas more clearly
 Builds goodwill
 Poor communication
 Wastes time
 Wastes efforts
 Loses goodwill
 Causes legal problems
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Criteria for Effective Messages
 Clear
 Complete
 Correct
 Saves receiver’s time
 Builds goodwill

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Conventions
 Widely accepted practices you
routinely encounter
 Vary by organizational setting
 Help people recognize, produce,
and interpret communications
 Need to fit rhetorical situation:
audience, context, and purpose

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Ask Questions to Analyze Situations
 What’s at stake—to whom?
 Should you send a message?
 What channel should you use?
 What should you say?
 How should you say it?

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Solving Business Communication Problems
 Gather knowledge
 Brainstorm solutions
 Answer six analysis questions

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Six Analysis Questions
1. Who are your audiences?
2. What are your purposes?
3. What information must you include?
4. How can you support your position?
5. What audience objections do you
expect?
6. What part of context may affect
audience response?

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Solving Business Communication
Problems, continued…
 Organize information to fit
 Audiences
 Purposes
 Situation
 Make document visually inviting
 Revise draft for tone
 Friendly
 Businesslike
 Positive
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Solving Business Communication
Problems, continued…
 Edit draft for standard English
 Names  Numbers
 Use responses to plan future
messages

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