Chapter 5 - Business Communication: Creating and Delivering Messages that Matter Copyright ©2019 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Learning Outcomes Explain the importance of excellent business communication Describe the key elements of nonverbal communication Compare, contrast, and choose effective communication channels Choose the right words for effective communication Write more effective business memos, letters, and emails Create and deliver successful verbal presentations

Transmission of information between a sender and a recipient Includes: LO 1 Communication Transmission of information between a sender and a recipient Includes: Listening Seeking and understanding feedback from one's audience and responding appropriately

Communication Barriers LO 1 Communication Barriers Obstacles to effective communication Includes noise Noise: Any interference that causes the message one sends to be different from the message his/her audience understands

Types of Communication Barriers LO 1 Types of Communication Barriers Physical Language Body language Perceptual Organizational Cultural

Nonverbal Communication and Active Listening LO 2 Nonverbal Communication and Active Listening Nonverbal communication does not use words Includes gestures, posture, facial expressions, tone of voice, and eye contact Reinforces the meaning of one’s message Active listening Attentive listening that occurs when a listener focuses his or her complete attention on the speaker

5.1 Tips for Better Listening LO 2 5.1 Tips for Better Listening Listening dos Listening don’ts Use your extra mental capacity to summarize (to yourself!) what the speaker is saying. Ask yourself: Why does this matter? What’s the key point? Don’t even glance at your emails or text messages. You won’t fool anyone with those surreptitious peeks. Take a few notes. It will not only help you concentrate but will also communicate to the speaker that his or her thoughts really matter. Don’t begin speaking the moment the person stops talking. Take a brief pause to indicate that you’re absorbing the message.

5.1 Tips for Better Listening (continued) LO 2 5.1 Tips for Better Listening (continued) Listening dos Listening don’ts Listen with both your ears and your eyes. Notice any inconsistency between the speaker’s words and body language. Don’t get overly comfortable. If your body is too relaxed, your mind may wander more easily. Use nonverbal communication—nods, smiles, leaning forward—to indicate interest in the speaker. Don’t pick up your phone—or even look at your phone—when you’re listening. And whenever it’s practical, set your cell phone to vibrate when others are speaking. Use verbal feedback and questions to indicate understanding and empathy: “So you’re saying that…,” or “Why do you think that?” Don’t interrupt or finish other people’s sentences. There are few better ways to cut off future communication.

Communication Channels LO 3 Communication Channels Various ways in which a message is sent Understanding the impact of each channel helps determine the best channel to use Differ from one another in terms of how much information they communicate to the recipient Should be determined after analyzing and considering the audience

Key Communication Channels LO 3 Key Communication Channels Texting Memos/reports Email Voice mail Telephone conversation Videoconferencing In-person presentation Face-to-face meeting

Ways to Communicate Effectively LO 4 Ways to Communicate Effectively Analyze the audience Understand their expectations, education level, and professional background Be concise Avoid slang and bias Bias: Preconception about members of a particular group Gender bias Age bias Race, ethnicity, and nationality bias

Ways to Communicate Effectively (continued) LO 4 Ways to Communicate Effectively (continued) When possible, use active voice Active voice: The subject of one’s sentence performs the action expressed by the verb Effective for business communication Passive voice: The subject does not do the action expressed by the verb, but the subject is acted upon Tends to be less effective for business communication

Ways to Write Effectively LO 5 Ways to Write Effectively Strike the right tone with the appropriate conversational style Avoid grammatical errors Use block paragraphs Use headings and bullets appropriately

Creating Verbal Presentations LO 6 Creating Verbal Presentations Opening Should grab attention and involve the audience Body Should not include more than two to four main points Structure should be clear and explicit

Creating Verbal Presentations (continued) LO 6 Creating Verbal Presentations (continued) Closing Should summarize the key points and verbally signal the audience that the speaker is about to conclude Questions Decide whether to handle questions throughout the talk or save them for the end Be prepared

Delivering Verbal Presentations LO 6 Delivering Verbal Presentations Use visual aids, such as PowerPoint or Google Presentations Handle nerves Manage hostility Incorporate humor and make eye contact Practice dynamic delivery

5.6 Tips for Dynamic Delivery LO 6 5.6 Tips for Dynamic Delivery 1. PRACTICE! 2. Know your material, but never memorize it word for word 3. Look directly at members of your audience at least 50% of the time 4. Vary your voice, your facial expressions, and your body language 5. Use selective notes (but keep them inconspicuous) 6. Stick to your allotted time 7. Slow down and listen to yourself 8. Don’t apologize (unless you really did something wrong!) 9. Remember to use natural gestures 10. PRACTICE!

Key Terms Communication Active listening Noise Communication channels Communication barriers Intercultural communication Nonverbal communication Active listening Communication channels Bias Active voice Passive voice Dynamic delivery

Summary Nonverbal communication should reinforce the meaning of one’s message A communication channel is effective when it is selected by understanding its impact toward the decision made Effective business writing involves considering the needs of one's audience Successful verbal presentations are created and delivered by understanding their structure and impact on the audience

Chapter 5 - Business Communication: Creating and Delivering Messages that Matter