1 Developing Foundations of Effective Business Communication Series Editor Amy Kinser by Diane L. Kosharek Module 1 Workshop 1 Copyright © 2015 Pearson Education, Inc.

2 Understand the communication process Understand the business writing process Prepare written messages Apply strategies for writing messages Understand how digital communication is transforming the workplace Use effective oral communication skills in the workplace Copyright © 2015 Pearson Education, Inc.

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4 TWO WAY Copyright © 2015 Pearson Education, Inc.

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7 Physical No additional intellect Hearing Active process Requires hearing & thinking Listening More than listening Involves entire body & mind Active Listening Copyright © 2015 Pearson Education, Inc.

8 Writing Reading Speaking Listening 9% 16% 30% 45% Of that… Copyright © 2015 Pearson Education, Inc.

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11 LanguageLanguage Ignorance Nonverbal Interpretation Stereotyping Copyright © 2015 Pearson Education, Inc.

12 Even the best communicator occasionally has a communication breakdown Copyright © 2015 Pearson Education, Inc.

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15  Determine purpose  Gather information  Determine format and channel  Determine purpose  Gather information  Determine format and channel Copyright © 2015 Pearson Education, Inc.

16  Concrete words  Active voice  Biased language  Positive language  Concrete words  Active voice  Biased language  Positive language Copyright © 2015 Pearson Education, Inc.

17  Revise  Edit  Proofread  Proofread again  Revise  Edit  Proofread  Proofread again Copyright © 2015 Pearson Education, Inc.

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25 Direct Indirect Copyright © 2015 Pearson Education, Inc.

26 Positive/Neutral Direct approach State positive news in opening paragraph End with a positive closing Negative Indirect approach Start with friendly buffer Explain why you need to say ‘No’ EMPHASIZE what you CAN do Copyright © 2015 Pearson Education, Inc.

27 In persuasive messages you try to convince the reader to change an attitude, belief, or to take an action. Copyright © 2015 Pearson Education, Inc.

Action Desire 28 Attention Interest A D I A Copyright © 2015 Pearson Education, Inc.

29 We Attitude: We cannot process your return until we get a copy of your sales receipt. You Attitude : So that you can receive a prompt refund, please enclose a copy of your sales receipt. Copyright © 2015 Pearson Education, Inc.

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32 Instant Messaging Text Messaging Copyright © 2015 Pearson Education, Inc.

33 BlogWikiPodcast Website that has the look and feel of a journal Web page that uses online collaborative editing tools to build its content An audio, video, or digital media that is distributed over the Internet to a computing device Copyright © 2015 Pearson Education, Inc.

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38 Callers can “hear” the SMILE in your voice Copyright © 2015 Pearson Education, Inc.

Determine purpose Collect information and facts Analyze audience Plan visuals & conclusion Determine interaction Organize information 39 Copyright © 2015 Pearson Education, Inc.

40 Practice Practice Practice Copyright © 2015 Pearson Education, Inc.

41  Microsoft PowerPoint  Apple Keynote  Adobe Presenter  Google Docs  Prezi  Microsoft PowerPoint  Apple Keynote  Adobe Presenter  Google Docs  Prezi Copyright © 2015 Pearson Education, Inc.

42 Photos & clip art Fonts Colors Bullet points Templates & backgrounds Animation Charts & graphs Copyright © 2015 Pearson Education, Inc.

43 Copyright © 2015 Pearson Education, Inc.

44 FormingStormingNorming PerformingAdjourning Copyright © 2015 Pearson Education, Inc.

45 Communication is a two-way process Preparation is important when creating documents and other written messages Digital communication is transforming the workplace Oral communication skills are important in the workplace Copyright © 2015 Pearson Education, Inc.

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47 Copyright © 2015 Pearson Education, Inc.