Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Achieving Success Through Effective Business Communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Benefits Stronger decision making Faster problem solving Earlier warning of potential problems Increased productivity and lower costs Stronger business relationships

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Benefits Clear, persuasive marketing messages Enhanced professional images Greater employee engagement Better financial results Stronger connection with stakeholders

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Forms of Communication Casual Communication Among Employees Casual Communication With Outsiders Planned Communication Among Insiders Planned Communication With Outsiders Informal Formal InternalExternal

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Effective Communication Practical Factual Concise Clear Persuasive

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Employers Expect Organizing ideas and information Expressing ideas and information Listening actively to others Communicating with diverse groups Using communication technology

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Employers Expect Writing and speaking effectively Adapting to audiences and situations Applying business etiquette Communicating ethically Managing time and resources

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Organizational Evolution Tall Structures Tall Structures Flatter Structures Flatter Structures Flexible Structures Flexible Structures Corporate Cultures Corporate Cultures

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Reliance on Teamwork Business Usage Complex Dynamics Communication Skills

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Effective Communication Connect With Audience Use Audience- Centered Approach Give Constructive Feedback Minimize Distractions Improve Your Communication Skills Use Business Etiquette

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Process Communication Barriers Mind of the Audience Connect With the Audience

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Process Sender Has an Idea Sender Has an Idea 1 1 Sender Encodes the Idea Sender Encodes the Idea 2 2 Sender Produces Message Sender Produces Message 3 3 Audience Decodes Message Audience Decodes Message 6 6 Audience Receives Message Audience Receives Message 5 5 Sender Transmits Message Sender Transmits Message 4 4 Audience Reacts to Message Audience Reacts to Message 7 7 Audience Sends Feedback Audience Sends Feedback 8 8

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Barriers Noise and Distractions Channel Breakdowns Filtering of Messages Competing Messages

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter The Mind of the Audience ReceivingReceiving DecodingDecoding RespondingResponding Business Messages

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter EmphasizeFamiliarityPracticeEmpathy Design for Compatibility ConsiderExpectationsEnsure Ease of Use Receiving Messages

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Decoding Messages Language Issues Language Issues Cultural Issues Cultural Issues Thinking Styles Thinking Styles Beliefs and Biases Beliefs and Biases

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Responding to Messages Memory Ability Motivation

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Adopting an Audience- Centered Approach The “You” Attitude Focus On Audience Care About Audience Emotional Intelligence Learn About Audience Relate to Audience

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Build Communication Skills On-the-JobTrainingOn-the-JobTrainingCommunicationClassesCommunicationClasses

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Giving and Responding to Feedback Constructive Feedback Constructive Feedback Destructive Feedback Destructive Feedback Process Focused Process Focused Outcome Focused Outcome Focused Personal Attacks Personal Attacks Unclear Guidelines Unclear Guidelines

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Technology Maintain Your Perspective Avoid Information Overload Use Technology Productively Reconnect With People

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Ethical Communication True In Every Sense Includes Relevant Information Not Deceptive In Any Way

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Unethical Communication Omitting Information Misrepresentation of Data Abuse of Privacy and Security Plagiarism Selective Misquoting Distorting Visuals

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Recognizing Ethical Issues Ethical Dilemma StakeholdersStakeholders Conflicting Loyalties Difficult Tradeoffs Ethical Lapse Business Pressures Illegal Choices Unethical Choices

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Achieving Success Through Effective Business Communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Mastering Interpersonal Communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Overview of Teams AdvantagesDisadvantages Increased Information Diversity of Views Support for Solutions Improved Performance Time Issues Groupthink Hidden Agendas Increased Costs

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Effective Teams Have a clear objective Share a sense of purpose Communicate openly and honestly Reach decisions by consensus Think in creative ways Know how to resolve conflict

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Ineffective Teams Waste Time and Money Generate Low-Quality Work Breed Frustration Communication Issues Suspicion and Lack of Trust

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Writing Technologies Content Management Wiki Site Groupware Shared Workspaces

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Phases of Team Evolution General Framework Orientation 1 1 Conflict 2 2 Brainstorming 3 3 Emergence 4 4 Reinforcement 5 5

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Types of Team Conflict Constructive Win-Win Strategy Constructive Destructive Win-Lose or Lose-Lose Outcome Destructive Exposes Issues Boosts Involvement Generates Ideas Diverts Energy Destroys Morale Divides the Team

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Resolving Team Conflict Proaction Communication Openness Research Flexibility Fair Play Alliance

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter ParticipantsPurpose Time and Place Agenda Preparing for Meetings

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Types of Listening ContentContentActiveActiveEmpathicEmpathicCriticalCritical

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter The Listening Process DecodingDecoding Feedback Message RememberingRememberingReceivingReceivingEvaluatingEvaluatingRespondingResponding

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Barriers to Listening Interruptions Interruptions Selective listening Selective listening Selective perception Selective perception Language or experience Language or experience Memory problems Memory problems

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Categories of Nonverbal Communication Touching Behavior Vocal Characteristics Facial Expressions Time and Space Personal Appearance Gestures and Posture

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Using Nonverbal Communication Effectively When Talking When Not Talking When Listening

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Business Etiquette The Workplace Social Settings Online

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Etiquette in the Workplace Personal Appearance Personal Grooming Personal Demeanor Telephone Skills

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Etiquette in Social Settings Business Meals Mobile Phones Inappropriate Topics Appearance and Actions Personal Introductions

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Mastering Interpersonal Communication