© Prentice Hall, 2003 Business Communication TodayChapter Achieving Success Through Effective Business Communication

© Prentice Hall, 2003 Business Communication TodayChapter StrongerDecisionMakingImprovedStakeholderResponse ClearerPromotionalMaterialsSteadier Work Flow IncreasedProductivityEnhancedProfessionalImage QuickerProblemSolving StrongerBusinessRelationships EffectiveCommunication

© Prentice Hall, 2003 Business Communication TodayChapter Characteristics of Effective Messages Practicality Clarity and Conciseness Persuasion Factual Basis Precision Recommendations

© Prentice Hall, 2003 Business Communication TodayChapter Basic Communication Verbal Nonverbal StructureIntent More Spontaneous Less Control Conscious Purpose More Control Nonverbal Verbal Less Structured Harder to Classify More Structured Easier to Study

© Prentice Hall, 2003 Business Communication TodayChapter Listening45% Writing9% Reading16% Speaking30% Receiving Sending Usage of Business Communication Channels

© Prentice Hall, 2003 Business Communication TodayChapter Communication Challenges in Today’s Workplace Advances in Technology (e-commerce) Workforce Diversity Globalization Team-Based Organizations

© Prentice Hall, 2003 Business Communication TodayChapter Internal Communication Official Structure Formal Chain of Command Up, Down, Across Formal Power Lines The Grapevine InformalNetworking Unofficial Lines of Power

© Prentice Hall, 2003 Business Communication TodayChapter Planning for Crises is an important function of External Communication Formal Contacts Marketing Public Relations Informal Contacts Employees Managers

© Prentice Hall, 2003 Business Communication TodayChapter The Communication Process Channel And Medium Six-Phase Process Channel And Medium Six-Phase Process Phase 1: Sender Has an Idea Phase 1: Sender Has an Idea Phase 3: Sender Transmits Message Phase 3: Sender Transmits Message Phase 2: Sender Encodes Idea Phase 2: Sender Encodes Idea Phase 6: Receiver Sends Feedback Phase 6: Receiver Sends Feedback Phase 4: Receiver Gets Message Phase 4: Receiver Gets Message Phase 5: Receiver Decodes Message Phase 5: Receiver Decodes Message Situation

© Prentice Hall, 2003 Business Communication TodayChapter Communication Barriers Perception and language Restrictive environments Distractions (noise) Deceptive tactics Information overload

© Prentice Hall, 2003 Business Communication TodayChapter Overcoming Barriers Open Communication Efficient Messages Audience-Centered Approach Ethical Communication

© Prentice Hall, 2003 Business Communication TodayChapter Audience-Centered Approach Audience-Centered Approach Biases Education Age Status Style

© Prentice Hall, 2003 Business Communication TodayChapter Communication Climate Corporate Culture Flat Tall High Low Level of Feedback Overall Structure More Open Less Open

© Prentice Hall, 2003 Business Communication TodayChapter Make Ethical Choices Ethical Dilemma Ethical Lapse Make Ethical Choices Ethical Dilemma Ethical Lapse Recognize Ethical Choices Recognize Motivate Motivate EthicalCommunication Business Principles EthicalCommunication

© Prentice Hall, 2003 Business Communication TodayChapter Efficient Messages Concise Business Communication Develop Communication Skills Minimize Distractions Send Fewer Messages