© Prentice Hall, 2005 Excellence in Business CommunicationChapter Achieving Success Through Effective Business Communication

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Effective Communication Internet Face-to-Face Voice Mail Problem Solving Decision Making Productivity Work Flow

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Effective Communication Internet Face-to-Face Voice Mail Business Relationships Promotional Materials Professional Image Stakeholder Response

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Characteristics of Effective Messages Practicality Conciseness Persuasion Factual Basis Precision Recommendations

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Communication Challenges in Today’s Workplace Advances in Technology Workforce Diversity Globalization Team-Based Organizations

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Internal Communication Official Structure Formal Chain of Command Up, Down, Across Formal Power Lines The Grapevine InformalNetworking Unofficial Lines of Power

© Prentice Hall, 2005 Excellence in Business CommunicationChapter External Communication Formal Contacts Marketing Public Relations Informal Contacts Employees Managers

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Business on the Internet Share internal data Promote telecommuting Recruit new employees Locate external information Find business partners and customers

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Purchase parts and materials Promote and sell goods and services Facilitate customer support Collaborate with business partners Publicize business developments Business on the Internet

© Prentice Hall, 2005 Excellence in Business CommunicationChapter NewsGroupsNewsGroups TelnetTelnetFileTransfersFileTransfers Video-ConferencingVideo-ConferencingInstantMessagesInstantMessages Discussion Mailing Lists Discussion TelephonyTelephony InternetCommunicationInternetCommunication

© Prentice Hall, 2005 Excellence in Business CommunicationChapter The Communication Process Channel And Medium Six-PhaseProcessChannel Six-PhaseProcess Phase 1: Sender Has an Idea Phase 1: Sender Has an Idea Phase 3: Sender Transmits Message Phase 3: Sender Transmits Message Phase 2: Sender Encodes Idea Phase 2: Sender Encodes Idea Phase 6: Receiver Sends Feedback Phase 6: Receiver Sends Feedback Phase 4: Receiver Gets Message Phase 4: Receiver Gets Message Phase 5: Receiver Decodes Message Phase 5: Receiver Decodes Message Situation

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Communication Barriers Perception and Language Perception and Language Selective perception Shared meanings Selective perception Shared meanings Restrictive Environments Restrictive Environments Information flow Leadership style Information flow Leadership style Deception Illegal messages Unethical messages Illegal messages Unethical messages Distractions Physical discomfort Emotional issues Physical discomfort Emotional issues Overload Business messages Technology issues Business messages Technology issues

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Overcoming Barriers CommunicationClimateCommunicationClimate EfficientMessagesEfficientMessages Audience-CenteredApproachAudience-CenteredApproach EthicalCommunicationEthicalCommunication

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Audience-Centered Approach Audience-Centered Approach Biases Education Age Status Style

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Communication Climate Corporate Culture Flat Tall High Low Level of Feedback Overall Structure More Open Less Open

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Make Ethical Choices Make Recognize Recognize Motivate Motivate EthicalCommunication Business Principles EthicalCommunication

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Efficient Messages Concise Business Communication DevelopCommunicationSkills MinimizeDistractions Send Fewer Messages