©2014 The McGraw-Hill Companies, Inc.  All rights reserved

Business Business Communication,Communication,

Management, Management, and Successand Success

Module OneModule 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.

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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.

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Verbal and Nonverbal Communication

Verbal Communication Face-to-Face/Phone Conversations/Meetings E-mail/Voice-Mail Messages Letters, Memos, and Reports

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Verbal and Nonverbal Communication

Nonverbal Communication Pictures/Company Logos Gestures/Body Language Who Sits Whereat a Meeting How Long a Visitor is Kept Waiting

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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.

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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

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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.

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Myths About Workplace Writing

“Secretaries will do all my writing.”

“I’ll use form letters or templates when I need to write.”

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Myths About Workplace Writing

“I’m being hired as an accountant, not a writer.”

“I’ll just pick up the phone.”

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Business and School Writing

Business and School Writing differ based on:

Purpose. Audience. Information. Organization.

Style. Document design. Visuals.

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What does communication accomplish?

Internal Subordinates Supervisors Peers

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The Internal Audiences of the Sales Manager—West

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Figure 1.1

What does communication accomplish?

External Customers/Stockholders Unions/Government Agencies Press/General Public

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The Corporation’sExternal Audiences

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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.

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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

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How much does correspondence cost?

Bad writing wastes time by:Taking more time to readRequiring more time to reviseConfusing ideasDelaying action

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What makes a message effective?

Is clear. Is complete. Is correct. Saves the reader’s time. Builds goodwill.

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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?

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PAIBOC

P What are your purposes in writing?

A Who is (are) your audiences?

I What information must your message include?

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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?

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Thinking Creatively

Creativity is essential to success in business and business communication.

Thinking creatively often means shedding common paradigms.

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Thinking Creatively

Ways to become more creative include brainstorming, working within limits, consciously seeking problems or dissonances that

need work.

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