achieving success through effective business communication
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achieving success through effective business communicationTRANSCRIPT
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Chapter 1 - 1
Achieving SuccessThrough Effective
Business Communication
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Chapter 1 - 2
Getting Ready for Business
Communication 2.0
Strategic
Plans
Policy
Documents
Project
Updates
Customer
Support
Conversation
Interaction
Publishing
Broadcasting
Hybrid Model
Traditional Model Social Model
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Chapter 1 - 3
Achieving Success Today
Communication
Senders ReceiversInformation and Meaning
Written Spoken Electronic Visual
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Communication Benefits
Stronger decision making
Faster problem solving
Earlier warning of potential problems
Increased productivity and lower costs
Stronger business relationships
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Chapter 1 - 5
Communication Benefits
Clear, persuasive marketing messages
Enhanced professional images
Greater employee engagement
Better financial results
Stronger connection with stakeholders
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Chapter 1 - 6
Forms of Communication
Casual Communication
Among Employees
Casual Communication
With Outsiders
Planned CommunicationAmong Insiders
Planned CommunicationWith Outsiders
Informal
Forma
l
Internal External
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 7
Effective Communication
Practical Factual
Concise Clear Persuasive
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 8
What Employers Expect
Organizing ideas and information
Expressing ideas and information
Listening actively to others
Communicating with diverse groups
Using communication technology
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 9
What Employers Expect
Writing and speaking effectively
Adapting to audiences and situations
Applying business etiquette
Communicating ethically
Managing time and resources
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 10
Challenges of Business
Communication
Pervasiveness
of Technology
Organizational
Evolution
Reliance on
Teamwork
Globalizationand Diversity
Value ofInformation
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 11
Globalization
and Workforce Diversity
Products and Markets
Business Partnerships
Workers and ExecutivesCo
mmunication
C
hallenges B
usiness
Opportunities
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 12
Increasing Value
of Business Information
Knowledge Workers
CompetitiveInsights
Regulationsand Guidelines
CustomerNeeds
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 13
Pervasive Technology
Communication
Skill Requirements
Competitive Advantage
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 14
Organizational Evolution
Tall Structures
Flatter Structures
Flexible Structures
Corporate Cultures
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 15
Reliance on Teamwork
Business Usage
Complex Dynamics
Communication Skills
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 16
Effective Communication
Connect With Audience
Use Audience-
Centered Approach
Give Constructive
Feedback
Minimize Distractions
Improve Your
Communication Skills
Use Business Etiquette
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 17
Communication Process
Communication Barriers
Mind of the Audience
Connect With the Audience
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 18
Communication Process
Sender
Has an Idea
1
Sender
Encodes the Idea
2
Sender
Produces Message
3
Audience
Decodes Message
6
Audience
Receives Message
5Sender
Transmits Message
4
Audience
Reacts to Message
7Audience
Sends Feedback
8
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 19
Communication Barriers
Noise and
Distractions
ChannelBreakdowns
Filtering ofMessages
Competing
Messages
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 20
The Mind of the Audience
Receiving
Decoding
Responding
Business Messages
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 21
Emphasize
Familiarity
Practice
Empathy
Design for
Compatibility
ConsiderExpectations EnsureEase of Use
Receiving Messages
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 22
Decoding Messages
Language Issues
Cultural Issues
Thinking Styles
Beliefs and Biases
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Responding to Messages
Memory
Ability
Motivation
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Minimize Distractions
Use Common Sense
Respect Differences
Acknowledge Emotions
Practice Courtesy
Limit Distractions
Anticipate Reactions
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 25
Adopting an Audience-
Centered Approach
The You Attitude
Focus On Audience
Care About Audience
Emotional Intelligence
Learn About Audience
Relate to Audience
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 26
Build Communication Skills
On-the-Job
Training
CommunicationClasses
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 27
Giving and Responding to
Feedback
Constructive
Feedback
Destructive
Feedback
Process
Focused
Outcome
Focused
Personal
Attacks
Unclear
Guidelines
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 28
Etiquette in Business
Respect
Courtesy
Common Sense
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 29
Communication Technology
Maintain Your Perspective
Avoid Information Overload
Use Technology Productively
Reconnect With People
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 30
Ethical Communication
True In Every Sense
Includes Relevant Information
Not Deceptive In Any Way
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 31
Unethical Communication
Omitting Information
Misrepresentation
of Data
Abuse of Privacy
and Security
Plagiarism
Selective Misquoting
Distorting Visuals
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 32
Recognizing Ethical Issues
Ethical Dilemma
Stakeholders
Conflicting Loyalties
Difficult Tradeoffs
Ethical Lapse
Business Pressures
Illegal Choices
Unethical Choices
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 33
Making Ethical Choices
Policies and Structures
Individual
Employees
Corporate
ManagementCode of Ethics
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 34
Have you defined the situation?
Why are you communicating?
What impact will your message have?
What good or harm will be achieved?
Will your assumptions change?
Are you comfortable with the decision?
General Ethical Guidelines
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 35
Legal and Ethical Behavior
Promotions
Contracts
Employment
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Legal and Ethical Behavior
Intellectual Property
Financial Reporting
Defamation
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Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 37
Achieving SuccessThrough Effective
Business Communication