Achieving Success
Through Effective
Business Communication
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 1
Achieving Success in Today’s
Competitive Environment
Writing Clearly
Either we’re
Competing for Jobs
Speaking Skillfully
Listening Carefully
Or try
Winning Customers
Adapting to Situations
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 2
Decision Problem Productivity
Making Awareness & Work Flow
Benefits of
Benefits for Business
Investors Effective Relationships
Communication
Employee Professional Persuasive
Satisfaction Image Marketing
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 3
Communication Forms
Internal External
Formal
Planned Communication Planned Communication
Among Insiders With Outsiders
Informal
Casual Communication Casual Communication
Among Employees With Outsiders
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 4
Communication Patterns
Downward
Upward
Horizontal
Grapevine
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 5
Characteristics
of Effective Messages
✔ Practical information
✔ Factual information
✔ Concise and efficient information
✔ Clear expectations and responsibilities
✔ Persuasion and recommendations
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 6
What Employers Expect
Organizing Ideas Presenting Coherently
and Information and Persuasively
Communicating with
Listening Effectively
Diverse People
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 7
What Employers Expect
Using Communication Mastering High-Quality
Technology Speaking and Writing
Practicing Communicating
Business Etiquette Ethically
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 8
Why Is Business
Communication Unique?
Globalization Information Pervasiveness
and Diversity Value of Technology
Reliance New Corporate Communication
on Teamwork Structures Barriers
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 9
Globalization
and Workforce Diversity
Products and Markets
Communication Communication
Challenges Business Partnerships Opportunities
Employees and Executives
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 11
Increasing Value
of Business Information
Knowledge Workers
Competitive Customer Regulations
Insights Needs and Guidelines
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 12
Pervasive Technology
Communication
Continuous Learning
Competitive Advantage
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 13
Evolving Organizations
Tall Structures
Flatter Structures
Flexible Structures
Corporate Cultures
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 14
Reliance on Teamwork
Full-Time Assignments
Temporary Projects
Communication Issues
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 15
Effective Communication
Connect with Audience Minimize Distractions
Use Audience Improve
Centered Approach Communication Skills
Give Useful Feedback Use Business Etiquette
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 16
Connect with the Audience
Communication Process
Communication Barriers
Mind of Your Audience
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 17
Communication Process
1 8 7
Sender Audience Audience
Has an Idea Provides Feedback Responds to Message
2 6
Sender Audience
Encodes the Idea Decodes Message
3 4 5
Sender Sender Audience
Produces Message Transmits Message Receives Message
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 18
Communication Barriers
• Noise and Distractions
• Competing Messages
• Filtering of Messages
• Channel Breakdowns
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 19
The Mind of the Audience
Business Messages
Receiving
Decoding
Responding
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 20
Receiving Messages
Consider Ensure
Expectations Ease of Use
Emphasize Practice Design for
Familiarity Empathy Compatibility
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 21
Decoding Messages
✔Cultural Issues
✔Individual Beliefs
✔Language Issues
✔Thinking Styles
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 22
Responding to Messages
Memory
Ability
Motivation
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 23
Minimize Distractions
Use Common Sense
Practice Courtesy
Respect Differences
Insulate Yourself
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 24
Minimize Distractions
Limit Messages
Prioritize Messages
Recognize Feelings
Anticipate Reactions
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 25
Audience-Centered Approach
The “You” Attitude Emotional Intelligence
Focus on the Audience Learn About the Audience
Care About the Audience Relate to the Audience
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 26
Build Communication Skills
On-the-Job
Training
Communication
Classes
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 27
Giving and Responding to
Feedback
Constructive Feedback Destructive Feedback
Process Outcome Personal Unclear
Focused Focused Attacks Guidelines
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 28
Observe Business Etiquette
Respect
Courtesy
Common Sense
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 29
Communication Technology
Internet
Maintain Perspective
Voice Mail
E-mail
Boost Productivity
Reconnect with People
Mobile Computing
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 30
Ethical Communication
True in Every Sense
Includes Relevant Information
Not Deceptive in Any Way
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 31
Unethical Communication
Unethical Practices
Misinterpretin
Selective Distorting
Plagiarism g
Misquoting Visuals
Numbers
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 32
Ethical Dilemmas vs. Lapses
Ethical Dilemma Ethical Lapse
Stakeholders Business Pressures
Conflicting Loyalties Illegal Choices
Difficult Tradeoffs Unethical Choices
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 33
Ethical Communication
Individual Corporate
Employees Code of Management
Ethics
Policies and Structures
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 34
Legal and Ethical Behavior
Promotions
Contracts
Employment
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 35
Legal and Ethical Behavior
Intellectual Property
Financial Reporting
Defamation
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 36
