©2014 The McGraw-Hill Companies, Inc. All rights reserved Business Communication, Management, and Success Module One Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

Learning Objectives LO 1-1 Recognize myths about on-the-job writing. LO 1-2 Distinguish business communication from other school writing. LO 1-3 Explain accomplishments through communication. 1-2

Learning Objectives LO 1-4 Understand costs for business communication. LO 1-5 Define criteria for effective messages. LO 1-6 Apply strategies for communication analysis. LO 1-7 Apply strategies for creative thinking. 1-3

Verbal and Nonverbal Communication  Verbal Communication  Face-to-Face/Phone Conversations/Meetings  /Voic Messages  Letters, Memos, and Reports 1-4

Verbal and Nonverbal Communication  Nonverbal Communication  Pictures/Company Logos  Gestures/Body Language  Who Sits Whereat a Meeting  How Long a Visitor is Kept Waiting 1-5

Workplace Communication Challenges  40 million people in the U.S. alone have limited literacy skills, including some college graduates.  States spend more than $220 million annually on remedial writing programs for employees. 1-6

Workplace Communication Challenges  Corporations may spend $3.1 billion annually to fix problems from writing deficiencies.  Two-thirds of private-sector employers surveyed said writing was an important responsibility for employees 1-7

Workplace Communication Challenges  Good communication skills are vital in today’s workplace.  Technology is making the globe a smaller and busier place, one where messages must be understood immediately.  The better an employee’s communication skills are, the better his chance for success. 1-8

Myths About Workplace Writing  “Secretaries will do all my writing.”  “I’ll use form letters or templates when I need to write.” 1-9

Myths About Workplace Writing  “I’m being hired as an accountant, not a writer.”  “I’ll just pick up the phone.” 1-10

Business and School Writing Business and School Writing differ based on:  Purpose.  Audience.  Information.  Organization.  Style.  Document design.  Visuals. 1-11

What does communication accomplish?  Internal  Subordinates  Supervisors  Peers 1-12

The Internal Audiences of the Sales Manager—West 1-13 Figure 1.1

What does communication accomplish?  External  Customers/Stockholders  Unions/Government Agencies  Press/General Public 1-14

The Corporation’s External Audiences 1-15 Figure 1.2

Basic Purposes  Workplace writing can have one or more of these basic purposes:  To inform.  To request or to persuade.  To build goodwill. 1-16

How much does correspondence cost?  Employers paid an average of $23.50 per hour per employee for wages and benefits.  At that rate, an employer would pay $21.15 for an employee’s time spent writing a typical letter 1-17

How much does correspondence cost? Bad writing wastes time by:  Taking more time to read  Requiring more time to revise  Confusing ideas  Delaying action 1-18

What makes a message effective?  Is clear.  Is complete.  Is correct.  Saves the reader’s time.  Builds goodwill. 1-19

How should I analyze business communication 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? 1-20

PAIBOC P What are your purposes in writing? A Who is (are) your audiences? I What information must your message include? 1-21

PAIBOC B What reasons or reader benefits can you use to support your position? O What objections can you expect your reader(s) to have? C How will the context affect reader response? 1-22

Thinking Creatively  Creativity is essential to success in business and business communication.  Thinking creatively often means shedding common paradigms. 1-23

Thinking Creatively  Ways to become more creative include  brainstorming,  working within limits,  consciously seeking problems or dissonances that need work. 1-24