1. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1

2. 5 Business Communication: Creating and Delivering Messages That Matter 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 2 5-1 5-2 5-3 5-4

3. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5 Write more effective business memos, letters, and emails Create and deliver successful verbal presentations 3 Business Communication: Creating and Delivering Messages That Matter 5-5 5-6

4. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Business Communication ￭ Success in business depends on one’s ability to influence people ￭ Great communication skills dramatically boost one’s chances for success  Poor communication skills sabotage success 4

5. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Business Communication ￭ Effective communication - Transmitting relevant meaning to the audience 5

6. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Excellent Communication Skills ￭ Communication: Transmission of information between a sender and a recipient ￭ Noise: Interference causing the message sent to be different from the message understood by the audience 6

7. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Barriers ￭ Obstacles to effective communication, defined in terms of:  Physical, language, and body language barriers  Cultural, perceptual, and organizational barriers Intercultural communication: Communication among people with differing cultural backgrounds 7

8. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process 8

9. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication ￭ Does not use words ￭ Goal is to reinforce the meaning of one’s message ￭ Components  Eye contact  Tone of voice  Facial expressions  Gestures and posture 9

10. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Active listening ￭ Attentive listening in which the listener focuses his or her complete attention on the speaker 10

11. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Tips for Better Listening 11 Do’s Use extra mental capacity to summarize Take notes Notice any inconsistency between the speaker’s words and body language Use nonverbal communication to indicate interest Use feedback and questions to indicate understanding Don’ts Do not get distracted Do not begin speaking the moment the person stops talking Do not get overly comfortable Do not use your phone Do not interrupt or finish other people’s sentences

12. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Channels ￭ Various ways in which a message can be sent ￭ Understanding the impact of each channel helps in picking the most effective one ￭ Differ from one another in terms of how much information they communicate to the recipient 12

13. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Selecting Appropriate Communication Channels COMMUNICATION CHANNEL CHANNEL RICHNESS WHEN IT SHOULD BE USED? Memos/ReportsVery low Content is uncontroversial Same message directed to number of people Communicate detailed information EmailVery low Content is uncontroversial Same message directed to number of people TextingVery low Content is uncontroversial Quick response required regarding relatively simple issues 13

14. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Selecting Appropriate Communication Channels 14 COMMUNICATION CHANNEL CHANNEL RICHNESS WHEN IT SHOULD BE USED? Voice mailLow Content is uncontroversial A record of the ­message is not required Telephone conversationModerate Quick response required Content personal or controversial Spontaneous, dynamic dialogue with the recipient is required VideoconferencingHigh To reach multiple people with complex or high-priority content Spontaneous, dynamic dialogue with an audience that cannot be reached in person

15. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Selecting Appropriate Communication Channels 15 COMMUNICATION CHANNEL CHANNEL RICHNESS WHEN IT SHOULD BE USED? In-person presentationHigh To reach a large audience with an important message To experience the immediate response of your audience Face-to-face meetingVery high Message is personal, emotional, complex, or high-priority To receive instant feedback from your audience

16. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Pick the Right Words ￭ Analyze the audience - Expectations, education, and profession ￭ Be concise ￭ Avoid using slang ￭ Avoid bias  Bias: Preconception about members of a particular group Gender, age, race, ethnicity, or nationality 16

17. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Pick the Right Words ￭ Use the active voice  Active voice: Sentence construction in which subject performs the action expressed by the verb  Passive voice: Sentence construction in which the subject is acted upon 17

18. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Improving Writing Skills ￭ Structure message according to anticipated audience response ￭ Use the right tone ￭ Avoid grammatical errors ￭ Use block paragraphs ￭ Use headings and bulleted lists in appropriate places 18

19. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Exhibit 5.3 - Messages and Responses 19

20. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ten Tips for Excellent Email ￭ Consider both the primary and secondary readers ￭ Keep messages brief ￭ Proofread the message ￭ Use standard writing ￭ Avoid attachments if possible 20

21. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ten Tips for Excellent Email ￭ Avoid using email to communicate negative messages ￭ Respond promptly to emails ￭ Clarify any perceived offense ￭ Create a compelling subject line ￭ Think before and after composing your message 21

22. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Deliver Successful Verbal Presentations ￭ Opening - Gain audience attention  State an interesting statistic  Seek audience involvement  Use a story or anecdote  Use a relevant simile or metaphor  Ask engaging questions ￭ Body - Use a clear, explicit structure 22

23. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Deliver Successful Verbal Presentations 23 ￭ Closing - Summarize key points

24. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Deliver Successful Verbal Presentations ￭ Questions - Anticipate and be prepared ￭ Visual aids  Use pictures and graphics whenever possible  Keep it brief  Offer examples, analysis and interpretation  Keep animation to a minimum  Keep audience’s attention focused on you and not the slides 24

25. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Deliver Successful Verbal Presentations ￭ Handling nervousness  Adopt a positive attitude  Stay calm and relaxed  Sip water to loosen throat muscles and mitigate a shaking voice  Connect with a couple of members of the audience  Focus on audience’s needs 25

26. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Deliver Successful Verbal Presentations ￭ Handling hostility  Stay calm and professional  Allow time for any hostility to diffuse before answering  Refrain from seeking approval for your response  Agree to disagree if a situation warrants it  Use body language to convey that the conversation has ended 26

27. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Deliver Successful Verbal Presentations ￭ Incorporate humor - Ensure that the jokes are appropriate and relevant ￭ Practice dynamic delivery  Dynamic delivery: Vibrant, compelling style that grabs and holds the attention of the audience 27

28. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Exhibit 5.6 - Ten Tips for Dynamic Delivery 28

29. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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 29 5-1 5-2 5-3 5-4

30. ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Write more effective business memos, letters, and emails Create and deliver successful verbal presentations 30 5-5 5-6