bovee bct10 student 01

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1

Achieving Success Achieving Success Through Effective Through Effective

Business Business CommunicationCommunication

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Learning ObjectivesLearning Objectives

• Explain how the business communication 2.0

concept is transforming the practice of

business communication

• Describe five characteristics of effective

business communication

• Describe six strategies for communicating

more effectively on the job

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Learning ObjectivesLearning Objectives

• Explain what an audience must do to receive,

decode, and respond to messages

• Explain four strategies for the effective use

of communication technology

• Discuss the importance of ethics in business

communication and differentiate between

ethical dilemmas and ethical lapses

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Getting Ready for Business Getting Ready for Business Communication 2.0Communication 2.0

• Traditional model

– Broadcasting and publishing

• Social model

– Interaction and conversation

• Hybrid model

– Social model and traditional model

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Achieving Success TodayAchieving Success Today

• Information and meaning between

senders and receivers

–Written

– Spoken

– Electronic

– Visual

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Communication BenefitsCommunication Benefits

• Stronger decision making

• Faster problem solving

• Earlier warning of potential problems

• Increased productivity and lower costs

• Stronger business relationships

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Communication BenefitsCommunication Benefits

• Clear persuasive marketing messages

• Enhanced professional images

• Greater employee engagement

• Better financial results

• Stronger connection with stakeholders

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Forms of CommunicationForms of Communication

• Internal– Formal: upward, downward, horizontal

– Informal: the grapevine

• External– Formal: marketing and public relations

– Informal: industry gatherings and social networking

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Effective CommunicationEffective Communication

• Practical information

• Factual information

• Concise, efficient information

• Clear expectations and responsibilities

• Persuasion and recommendations

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What Employers ExpectWhat 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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What Employers ExpectWhat Employers Expect

• Writing and speaking effectively

• Adapting to audiences and situations

• Applying business etiquette

• Communicating ethically

• Managing time and resources

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Challenges of Business Challenges of Business

CommunicationCommunication

• Globalization and diversity

• Information value

• Pervasiveness of technology

• Evolving organizational structures

• Reliance on teamwork

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Globalization Globalization

and Workforce Diversityand Workforce Diversity

• Opportunities and challenges

– Products and markets

– Business partnerships

–Workers and executives

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Increasing Value of Increasing Value of

Business InformationBusiness Information

• Knowledge workers

– Competitive insights

– Customer needs

– Regulations and guidelines

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Pervasive TechnologyPervasive Technology

• Communication

• Skill requirements

• Competitive advantage

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Organizational EvolutionOrganizational Evolution

• Tall structures

• Flatter structures

• Flexible structures

• Corporate cultures

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Reliance on TeamworkReliance on Teamwork

• Business usage

• Complex dynamics

• Communication skills

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Effective CommunicationEffective Communication

• 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 Connect with the

AudienceAudience• Communication process

• Communication barriers

• Mind of the audience

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Communication ProcessCommunication Process

1. Sender has an idea

2. Sender encodes the idea

3. Sender produces the message

4. Sender transmits the message

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Communication ProcessCommunication Process

5. Audience gets the message

6. Audience decodes the message

7. Audience responds to the message

8. Audience provides feedback

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Communication BarriersCommunication Barriers

• Noise and distractions

• Competing messages

• Filtering of messages

• Channel breakdowns

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The Mind of the The Mind of the

AudienceAudience• Business messages

– Receiving

– Decoding

– Responding

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Receiving MessagesReceiving Messages

• Consider audience expectations

• Ensure ease of use

• Emphasize familiarity

• Practice empathy

• Design for compatibility

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Decoding MessagesDecoding Messages

• Cultural issues

• Individual beliefs and biases

• Language differences

• Thinking styles

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Responding to Messages Responding to Messages

• Memory

• Ability

• Motivation

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Minimize DistractionsMinimize Distractions

• Use common sense

• Be courteous

• Respect personal differences

• Limit distractions

• Acknowledge emotions

• Anticipate reactions

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Adopting an Audience-Adopting an Audience-Centered ApproachCentered 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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Build Communication Build Communication SkillsSkills

• On-the-job training

• Communication classes

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Giving and Responding to Giving and Responding to FeedbackFeedback

• Constructive feedback

– Process focused

– Outcome focused

• Destructive feedback

– Personal attacks

– Unclear guidelines

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Etiquette in Business Etiquette in Business

• Respect

• Courtesy

• Common sense

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Communication Communication

TechnologyTechnology• Maintaining perspective

• Avoiding information overload

• Using technology productively

• Reconnecting with people

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Ethical CommunicationEthical Communication

• True in every sense

• Includes relevant information

• Not deceptive in any way

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Unethical Unethical CommunicationCommunication

• Committing plagiarism

• Omitting essential information

• Selective misquoting

• Misrepresenting numbers

• Distorting visuals

• Ignoring privacy or security

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Recognizing Ethical Recognizing Ethical IssuesIssues

• Ethical dilemma

– Stakeholders: conflicting loyalties and

difficult tradeoffs

• Ethical lapse

– Business pressures: illegal and

unethical choices

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Making Ethical ChoicesMaking Ethical Choices

• Individual employees

• Corporate management

• Policies and structures

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General Ethical General Ethical GuidelinesGuidelines

• 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?

• Can you live with the decision?

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Legal and Ethical Legal and Ethical BehaviorBehavior

• Promotions

• Contracts

• Employment

• Intellectual property

• Financial reporting

• Defamation