1. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 1 Achieving Success Through Effective Business Communication

2. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 2 Achieving Success in Today’s Competitive Environment Competing for jobs Winning customers –Writing –Speaking –Listening –Adapting

3. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 3 Effective Communication Faster decision making and problem solving Earlier warning of potential problems Improved productivity and work flow Stronger business relationships

4. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 4 Effective Communication Stronger marketing messages Enhanced professional image Lower turnover and higher employee retention Better results and higher returns for investors

5. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 5 What Employers Expect Organizing ideas and information Expressing ideas and information Listening effectively Communicating with people from diverse backgrounds

6. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 6 What Employers Expect Using communication technologies Delivering high-quality speaking and writing Practicing business etiquette Communicating ethically

7. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 7 Characteristics of Effective Messages Practical information Factual information Concise, efficient information Clear expectations and responsibilities Persuasive arguments and recommendations

8. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 8 Organizational Communication Internal communication External communication Formal communication Informal communication

9. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 9 Internal Communication Formal communication network –Upward –Downward –Horizontal Informal communication network –The grapevine –Unofficial lines of power

10. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 10 External Communication Formal contacts –Marketing –Public relations Informal contacts –Industry gatherings –Social networking

11. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 11 Why Is Business Communication Unique? Globalization and diversity Information value Pervasiveness of technology Reliance on teamwork New corporate structures Communication barriers

12. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 12 Globalization and Workforce Diversity Globalization –Market products –Partner with businesses –Employ workers and executives Workforce diversity –Communication challenges –Competitive advantages

13. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 13 Increasing Value of Business Information Knowledge workers –Competitive insights –Customer needs –Regulations and guidelines

14. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 14 Pervasive Technology Voice systems Virtual agents Mobile communication Networking advances

15. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 15 Evolution of Organizational Structures Tall structures Flatter structures Flexible structures Corporate cultures

16. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 16 Reliance on Teamwork Full-time assignments Temporary projects Communication challenges

17. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 17 Effective Communication Connect with the audience Minimize communication barriers Use audience-centered approach Improve communication skills Provide constructive feedback Observe business etiquette

18. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 18 Connect with the Audience The communication process Barriers to communication Inside the mind of the audience

19. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 19 The Communication Process 1.Sender has an idea 2.Sender encodes the idea 3.Sender produces the message 4.Sender transmits the message 5.Audience gets the message 6.Audience decodes the message 7.Audience responds to the message 8.Audience provides feedback to sender

20. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 20 Communication Barriers Noise and distractions Competing messages Filtering of messages Channel breakdowns

21. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 21 The Mind of the Audience Receiving messages Decoding messages Responding to messages

22. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 22 Receiving Messages Consider audience expectations Ensure ease of use Emphasize familiarity Practice empathy Design for compatibility

23. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 23 Decoding Messages Cultural issues Individual beliefs Language differences Thinking styles

24. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 24 Responding to Messages Memory Ability Motivation

25. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 25 Minimizing Distractions Use common sense Be courteous Respect personal differences Insulate yourself Avoid unnecessary messages Prioritize messages Recognize your feelings Anticipate emotional reactions

26. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 26 Audience-Centered Approach The “you” attitude –Focus on your audience –Care about your audience Emotional intelligence –Learn about your audience –Relate to your audience

27. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 27 Improve Communication Skills On-the-job training Business communication course –Planning and producing documents –Collaborating in teams –Listening effectively –Improving nonverbal communication –Communicating across cultures

28. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 28 Giving and Responding to Feedback Constructive feedback –Process focused –Outcome focused Destructive feedback –Personal attacks –Unclear guidelines

29. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 29 Observe Business Etiquette Respect Courtesy Common sense

30. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 30 Communication Technology Maintaining perspective Improving productivity Reconnecting with people

31. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 31 Ethical Communication Includes relevant information Is true in every sense Not deceptive in any way

32. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 32 Unethical Communication Plagiarism Selective misquoting Misinterpreting numbers Distorting visuals

33. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 33 Ethical Dilemmas vs. Lapses Ethical dilemma –Stakeholders Conflicting loyalties Difficult tradeoffs Ethical lapse –Business pressures Illegal choices Unethical choices

34. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 34 Ensuring Ethical Communication Individual employees Corporate leadership Policies and structures

35. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 35 Ensuring Legal Communication Promotions Contracts Employment Intellectual property Financial reporting Defamation