© Prentice Hall, 2008 Business Communication Today, 9eChapter Achieving Success Through Effective Business Communication

© Prentice Hall, 2008 Business Communication Today, 9eChapter Achieving Success in Today’s Competitive Environment Competing for Jobs Winning Customers Writing Clearly Speaking Skillfully Listening Carefully Adapting to Situations

© Prentice Hall, 2008 Business Communication Today, 9eChapter Productivity & Work Flow Productivity DecisionMakingDecisionMaking EmployeeSatisfactionEmployeeSatisfactionPersuasiveMarketingPersuasiveMarketing BusinessRelationshipsBusinessRelationships Benefits for Investors Investors ProblemAwarenessProblemAwareness ProfessionalImageProfessionalImage EffectiveCommunicationEffectiveCommunication

© Prentice Hall, 2008 Business Communication Today, 9eChapter What Employers Expect Organizing Ideas and Information Organizing Ideas and Information Presenting Coherently and Persuasively Presenting Coherently and Persuasively Listening Effectively Communicating with Diverse People Communicating with Diverse People

© Prentice Hall, 2008 Business Communication Today, 9eChapter What Employers Expect Using Communication Technology Using Communication Technology Mastering High-Quality Speaking and Writing Mastering High-Quality Speaking and Writing Practicing Business Etiquette Practicing Business Etiquette Communicating Ethically Communicating Ethically

© Prentice Hall, 2008 Business Communication Today, 9eChapter 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, 9eChapter Communication Forms Casual Communication Among Employees Casual Communication With Outsiders Planned Communication Among Insiders Planned Communication With Outsiders Informal Formal InternalExternal

Formal Media Letters Flyers and bulletins Memos Faxes All-employees mailings

Informal Media Face-to-face discussions Telephone Voice messaging (voice mail) Instant messaging (chat)

Informal Dialogues Characteristics: –often no formal opening or closing –first utterance often assumes a common reference to a previous interaction or issue –conversations generally last only a few minutes

Formal Communication President Vice President Vice President Manager Efforts at coordination Information Instructions and directives

11/18/2003 Informal Networks Y D C B A Chain A JB DHI K F G E C Gossip A FB D J H C E K GI X Probability A C D F J I B Cluster

© Prentice Hall, 2008 Business Communication Today, 9eChapter Communication Patterns Horizontal Downward Grapevine Upward

Organizational Charts

© Prentice Hall, 2008 Business Communication Today, 9eChapter Why Is Business Communication Unique? Globalization and Diversity Globalization InformationValueInformationValue Reliance on Teamwork Reliance New Corporate Structures Structures Pervasiveness of Technology Pervasiveness CommunicationBarriersCommunicationBarriers

© Prentice Hall, 2008 Business Communication Today, 9eChapter Globalization and Workforce Diversity Communication Challenges Communication Opportunities Products and Markets Business Partnerships Employees and Executives

© Prentice Hall, 2008 Business Communication Today, 9eChapter Increasing Value of Business Information Knowledge Workers CompetitiveInsightsCompetitiveInsightsRegulations and Guidelines Regulations CustomerNeedsCustomerNeeds

© Prentice Hall, 2008 Business Communication Today, 9eChapter Pervasive Technology Communication Continuous Learning Competitive Advantage

© Prentice Hall, 2008 Business Communication Today, 9eChapter Evolving Organizations Tall Structures Tall Structures Flatter Structures Flatter Structures Flexible Structures Flexible Structures Corporate Cultures Corporate Cultures

© Prentice Hall, 2008 Business Communication Today, 9eChapter Reliance on Teamwork Full-Time Assignments Temporary Projects Communication Issues

© Prentice Hall, 2008 Business Communication Today, 9eChapter Effective Communication Connect with Audience Use Audience Centered Approach Give Useful Feedback Minimize Distractions Improve Communication Skills Use Business Etiquette

© Prentice Hall, 2008 Business Communication Today, 9eChapter Communication Process Communication Barriers Mind of Your Audience Connect with the Audience

© Prentice Hall, 2008 Business Communication Today, 9eChapter 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 Responds to Message Audience Responds to Message 7 7 Audience Provides Feedback Audience Provides Feedback 8 8

© Prentice Hall, 2008 Business Communication Today, 9eChapter Communication Barriers Noise and Distractions Competing Messages Filtering of Messages Channel Breakdowns

© Prentice Hall, 2008 Business Communication Today, 9eChapter The Mind of the Audience ReceivingReceivingDecodingDecoding RespondingResponding Business Messages

© Prentice Hall, 2008 Business Communication Today, 9eChapter Receiving Messages EmphasizeFamiliarityEmphasizeFamiliarityPracticeEmpathyPracticeEmpathy Design for Compatibility Compatibility ConsiderExpectationsConsiderExpectationsEnsure Ease of Use Ensure

© Prentice Hall, 2008 Business Communication Today, 9eChapter Decoding Messages Language Issues Language Issues Cultural Issues Cultural Issues Thinking Styles Thinking Styles Individual Beliefs Individual Beliefs

© Prentice Hall, 2008 Business Communication Today, 9eChapter Responding to Messages Memory Ability Motivation

© Prentice Hall, 2008 Business Communication Today, 9eChapter Minimize Distractions Use Common Sense Practice Courtesy Respect Differences Insulate Yourself

© Prentice Hall, 2008 Business Communication Today, 9eChapter Minimize Distractions Limit Messages Prioritize Messages Recognize Feelings Anticipate Reactions

© Prentice Hall, 2008 Business Communication Today, 9eChapter Audience-Centered Approach Focus on the Audience Care About the Audience Learn About the Audience Relate to the Audience The “You” AttitudeEmotional Intelligence

© Prentice Hall, 2008 Business Communication Today, 9eChapter Build Communication Skills On-the-JobTrainingOn-the-JobTraining CommunicationClassesCommunicationClasses

© Prentice Hall, 2008 Business Communication Today, 9eChapter Giving and Responding to Feedback Constructive Feedback Destructive Feedback Process Focused Process Focused Outcome Focused Outcome Focused Personal Attacks Personal Attacks Unclear Guidelines Unclear Guidelines

© Prentice Hall, 2008 Business Communication Today, 9eChapter Observe Business Etiquette Respect Courtesy Common Sense

© Prentice Hall, 2008 Business Communication Today, 9eChapter Communication Technology Internet Mobile Computing Voice Mail Maintain Perspective Boost Productivity Reconnect with People

© Prentice Hall, 2008 Business Communication Today, 9eChapter Ethical Communication True in Every Sense Includes Relevant Information Not Deceptive in Any Way

© Prentice Hall, 2008 Business Communication Today, 9eChapter Unethical Communication Unethical Practices PlagiarismPlagiarismSelectiveMisquotingSelectiveMisquotingMisinterpretingNumbersMisinterpretingNumbersDistortingVisualsDistortingVisuals

© Prentice Hall, 2008 Business Communication Today, 9eChapter Ethical Dilemmas vs. Lapses Ethical Dilemma(choices are not wrong or right) StakeholdersStakeholders Conflicting Loyalties Difficult Tradeoffs Ethical Lapse(unethical) Business Pressures Illegal Choices Unethical Choices

© Prentice Hall, 2008 Business Communication Today, 9eChapter Ethical Communication Policies and Structures Individual Employees Corporate Management Code of Ethics

© Prentice Hall, 2008 Business Communication Today, 9eChapter Legal and Ethical Behavior PromotionsPromotions ContractsContracts EmploymentEmployment

© Prentice Hall, 2008 Business Communication Today, 9eChapter Legal and Ethical Behavior Intellectual Property Financial Reporting DefamationDefamation