2 appreciating effective biz com

8/3/2019 2 Appreciating Effective Biz Com

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CORPRET FOX, Co- Confidential, All Rights Reserved

Achieving SuccessThrough Effective

Business Communication


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Achieving Success in Todays

Competitive Environment Competing for jobs

Winning customers

Writing Speaking

Listening

Adapting


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Essence of Communication....

Sharing...providing data, informationand insights

In an exchange that benefits both youand the people with whom you arecommunicating

When communication breaks down...the

results can be anything from timewasting to tragic


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Effective Communication

Faster decision making and problem

solving

Earlier warning of potential problems

Improved productivity and work flow

Stronger business relationships


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Stronger marketing messages

Enhanced professional image

Lower turnover and higher employee

retention

Better results and higher returns forinvestors


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What Employers Expect

Organizing ideas and information

Expressing ideas and information

Listening effectively

Communicating with people from

diverse backgrounds


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What Employers Expect

Using communication technologies

Delivering high-quality speaking and

writing

Practicing business etiquette

Communicating ethically


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Characteristics

of Effective Messa es Practical information

Factual information

Concise, efficient information

Clear expectations and responsibilities

Persuasive arguments andrecommendations


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Organizational Communication

Internal communication

External communication

Formal communication

Informal communication


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Communicating in Business

Forms of Communication

Planned communication among

insiders(such as memos, reports,

email, IMs, executive blogs,

conference calls, presentation) that

follows the companys chain of

command

Casual communication among

employees(such as email, face-

to-face, conversation, phone

calls, team blogs and wikis)

that do not follow thecompanys chain of command

Planned communication with

outsiders ( such as letters,

reports, speeches, websites, IMs

and news releases, advertising

and executive blogs)

Casual communication with

suppliers, customers, investors

and other outsiders (such as face-

to-face conversations, email,

IMs, phone calls and customer

support blogs

Internal External

F

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Internal Communication

Formal communication network

Upward

Downward

Horizontal

Informal communication network

The grapevine

Unofficial lines of power


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External Communication

Formal contacts

Marketing

Public relations

Informal contacts

Industry gatherings Social networking


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Why Is Business

Communication Uni ue? Globalization and diversity

Information value

Pervasiveness of technology

Reliance on teamwork

New corporate structures Communication barriers


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Increasing Value of Business

Information Knowledge workers

Competitive insights

Customer needs

Regulations and guidelines


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Globalization

and Workforce Diversit Globalization

Market products

Partner with businesses Employ workers and executives

Workforce diversity

Communication challenges Competitive advantages


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Pervasive Technology

Voice systems

Virtual agents

Mobile communication

Networking advances


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Evolution of Organizational

Structures Tall structures

Flatter structures

Flexible structures

Corporate cultures( mixture of

values, traditions, habits thatcontribute to the atmosphere and

peronality of the company)


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Reliance on Teamwork

Full-time assignments

Temporary projects

Communication challenges


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Connect with the audience

Minimize communication barriers

Use audience-centered approach

Improve communication skills

Provide constructive feedback Observe business etiquette


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Connect with the Audience

The communication process

Barriers to communication

Inside the mind of the audience


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The Communication Process

1. Sender has an idea

2. Sender encodes the idea as a message

3. Sender produces the message in a transmittablemedium(form)

4. Sender transmits the message through a

channel (delivery system)

5. Audience gets the message

6. Audience decodes the message

7. Audience responds to the message

8. Audience provides feedback to sender


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Communication Barriers

Noise and distractions (multi-

tasking)

Competing messages ( information

overload)

Filtering of messages(spam) Channel breakdowns


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The Mind of the Audience

Receiving messages

Decoding messages

Responding to messages


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Receiving Messages

Consider audience expectations

Ensure ease of use

Emphasize familiarity

Practice empathy

Design for compatibility


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Decoding Messages

Cultural issues

Individual beliefs- perception/

selective perception Language differences

Thinking styles-logic, emotion,

intution


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Responding to Messages

Memory- sensory memory, long-termmemory and retrival

Ability Motivation


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Minimizing Distractions

Use common sense

Be courteous

Respect personal differences Insulate yourself

Avoid unnecessary messages

Prioritize messages Recognize your feelings

Anticipate emotional reactions


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Audience-Centered Approach

The you attitude

Focus on your audience

Care about your audience Emotional intelligence

Learn about your audience

Relate to your audience


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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


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Giving and Responding to

Feedback Constructive feedback

Process focused

Outcome focused Destructive feedback

Personal attacks

Unclear guidelines


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Observe Business Etiquette

Respect

Courtesy

Common sense


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Communication Technology

Maintaining perspective

Improving productivity

Reconnecting with people


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Ethical Communication

Includes relevant information

Is true in every sense

Not deceptive in any way

Ethics-Knowing the differencebetween what you have a right to do

and what is the right thing todo.(Potter Stewart)


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Unethical Communication

Plagiarism

Selective misquoting

Misinterpreting numbers

Distorting visuals


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Ethical Dilemmas vs. Lapses

Ethical dilemma

Stakeholders

Conflicting loyalties Difficult tradeoffs

Ethical lapse

Business pressures

Illegal choices

Unethical choices


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Ensuring Ethical

Communication Individual employees

Corporate leadership

Policies and structures


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Ensuring Legal Communication

Promotions

Contracts

Employment

Intellectual property

Financial reporting

Defamation- libel & slander

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