Slide MGT310 Slide01 02

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Prentice Hall , 2008

Business Communicat ion Today, 9e

Chapter 1 - 1

Achieving Success

Through Effective

Business

Communication

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Chapter 1 - 2

Achieving Success in

Today’s Competitive

Environment

•

Competing for jobs

•

Winning customers

–

Writing

–

Speaking

–

Listening

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Chapter 1 - 3

Effective Communication

•

Faster decision making and problem

solving

•

Earlier warning of potential problems

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Chapter 1 - 4

Effective Communication

•

Stronger marketing messages

•

Enhanced professional image

•

Lower turnover and higher employee

retention

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Chapter 1 - 5

What Employers Expect

•

Organizing ideas and information

•

Expressing ideas and information

•

Listening effectively

•

Communicating with people from

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Chapter 1 - 6

What Employers Expect

•

Using communication technologies

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Delivering high-quality speaking and

writing

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Chapter 1 - 7

Characteristics

of Effective Messages

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Practical information

•

Factual information

•

Concise, efficient information

•

Clear expectations and responsibilities

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Persuasive arguments and

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Chapter 1 - 8

Organizational

Communication

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Internal communication

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External communication

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Formal communication

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Chapter 1 - 9

Internal Communication

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Formal communication network

– Upward

– Downward

– Horizontal

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Informal communication network

– The grapevine

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Chapter 1 - 10

External Communication

•

Formal contacts

–

Marketing

–

Public relations

•

Informal contacts

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Chapter 1 - 11

Why Is Business

Communication Unique?

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Globalization and diversity

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Information value

•

Pervasiveness of technology

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Reliance on teamwork

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New corporate structures

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Chapter 1 - 12

Globalization

and Workforce Diversity

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Globalization

– Market products

– Partner with businesses

– Employ workers and executives

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Workforce diversity

– Communication challenges

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Chapter 1 - 13

Increasing Value of

Business Information

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Knowledge workers

–

Competitive insights

–

Customer needs

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Chapter 1 - 14

Pervasive Technology

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Voice systems

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Virtual agents

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Mobile communication

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Chapter 1 - 15

Evolution of Organizational

Structures

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Tall structures

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Flatter structures

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Flexible structures

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Chapter 1 - 16

Reliance on Teamwork

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Full-time assignments

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Temporary projects

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Chapter 1 - 17

Effective Communication

•

Connect with the audience

•

Minimize communication barriers

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Use audience-centered approach

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Improve communication skills

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Provide constructive feedback

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Chapter 1 - 18

Connect with the

Audience

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The communication process

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Barriers to communication

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Chapter 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

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Chapter 1 - 20

Communication Barriers

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Noise and distractions

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Competing messages

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Filtering of messages

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Chapter 1 - 21

The Mind of the

Audience

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Receiving messages

•

Decoding messages

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Chapter 1 - 22

Receiving Messages

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Consider audience expectations

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Ensure ease of use

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Emphasize familiarity

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Practice empathy

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Chapter 1 - 23

Decoding Messages

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Cultural issues

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Individual beliefs

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Language differences

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Chapter 1 - 24

Responding to Messages

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Memory

•

Ability

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Chapter 1 - 25

Minimizing Distractions

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Use common sense

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Be courteous

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Respect personal differences

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Insulate yourself

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Avoid unnecessary messages

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Prioritize messages

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Recognize your feelings

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Chapter 1 - 26

Audience-Centered

Approach

•

The “you” attitude

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Focus on your audience

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Care about your audience

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Emotional intelligence

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Learn about your audience

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Chapter 1 - 27

Improve Communication

Skills

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On-the-job training

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Business communication course

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Planning and producing documents

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Collaborating in teams

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Listening effectively

–

Improving nonverbal communication

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Chapter 1 - 28

Giving and Responding to

Feedback

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Constructive feedback

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Process focused

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Outcome focused

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Destructive feedback

–

Personal attacks

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Chapter 1 - 29

Observe Business

Etiquette

•

Respect

•

Courtesy

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Chapter 1 - 30

Communication Technology

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Maintaining perspective

•

Improving productivity

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Chapter 1 - 31

Ethical Communication

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Includes relevant information

•

Is true in every sense

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Chapter 1 - 32

Unethical

Communication

•

Plagiarism

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Selective misquoting

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Misinterpreting numbers

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Chapter 1 - 33

Ethical Dilemmas vs.

Lapses

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Ethical dilemma

– Stakeholders

• Conflicting loyalties

• Difficult tradeoffs

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Ethical lapse

– _{Business pressures}

• Illegal choices

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Chapter 1 - 34

Ensuring Ethical

Communication

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Individual employees

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Chapter 1 - 35

Ensuring Legal

Communication

•

Promotions

•

Contracts

•

Employment