1. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 1 Achieving Success Through Effective Business Communication

2. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 2 Getting Ready for Business Communication 2.0 Strategic Plans Strategic Plans Policy Documents Policy Documents Project Updates Project Updates Customer Support Customer Support Conversation Interaction Publishing Broadcasting Hybrid Model Traditional Model Social Model

3. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 3 Achieving Success Today Communication SendersReceivers Information and Meaning WrittenSpokenElectronicVisual

4. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 4 Communication Benefits Stronger decision making Faster problem solving Earlier warning of potential problems Increased productivity and lower costs Stronger business relationships

5. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 5 Communication Benefits Clear, persuasive marketing messages Enhanced professional images Greater employee engagement Better financial results Stronger connection with stakeholders

6. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 6 Forms of Communication Casual Communication Among Employees Casual Communication With Outsiders Planned Communication Among Insiders Planned Communication With Outsiders Informal Formal InternalExternal

7. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 7 Effective Communication Practical Factual Concise Clear Persuasive

8. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 8 What Employers Expect Organizing ideas and information Expressing ideas and information Listening actively to others Communicating with diverse groups Using communication technology

9. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 9 What Employers Expect Writing and speaking effectively Adapting to audiences and situations Applying business etiquette Communicating ethically Managing time and resources

10. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 10 Challenges of Business Communication Pervasiveness of Technology Pervasiveness OrganizationalEvolutionOrganizationalEvolution Reliance on Teamwork TeamworkGlobalization and Diversity Globalization Value of Information Information

11. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 11 Globalization and Workforce Diversity Products and Markets Business Partnerships Workers and Executives Communication Challenges Business Opportunities

12. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 12 Increasing Value of Business Information Knowledge Workers CompetitiveInsightsCompetitiveInsightsRegulations and Guidelines Regulations CustomerNeedsCustomerNeeds

13. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 13 Pervasive Technology Communication Skill Requirements Competitive Advantage

14. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 14 Organizational Evolution Tall Structures Tall Structures Flatter Structures Flatter Structures Flexible Structures Flexible Structures Corporate Cultures Corporate Cultures

15. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 15 Reliance on Teamwork Business Usage Complex Dynamics Communication Skills

16. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 16 Effective Communication Connect With Audience Use Audience- Centered Approach Give Constructive Feedback Minimize Distractions Improve Your Communication Skills Use Business Etiquette

17. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 17 Communication Process Communication Barriers Mind of the Audience Connect With the Audience

18. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 18 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

19. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 19 Communication Barriers Noise and Distractions Channel Breakdowns Filtering of Messages Competing Messages

20. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 20 The Mind of the Audience ReceivingReceiving DecodingDecoding RespondingResponding Business Messages

21. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 21 EmphasizeFamiliarityPracticeEmpathy Design for Compatibility ConsiderExpectationsEnsure Ease of Use Receiving Messages

22. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 22 Decoding Messages Language Issues Language Issues Cultural Issues Cultural Issues Thinking Styles Thinking Styles Beliefs and Biases Beliefs and Biases

23. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 23 Responding to Messages Memory Ability Motivation

24. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 24 Minimize Distractions Use Common Sense Respect Differences Acknowledge Emotions Practice Courtesy Limit Distractions Anticipate Reactions

25. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 25 Adopting an Audience- Centered Approach The “You” Attitude Focus On Audience Care About Audience Emotional Intelligence Learn About Audience Relate to Audience

26. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 26 Build Communication Skills On-the-JobTrainingOn-the-JobTraining CommunicationClassesCommunicationClasses

27. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 27 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

28. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 28 Etiquette in Business Respect Courtesy Common Sense

29. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 29 Communication Technology Maintain Your Perspective Avoid Information Overload Use Technology Productively Reconnect With People

30. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 30 Ethical Communication True In Every Sense Includes Relevant Information Not Deceptive In Any Way

31. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 31 Unethical Communication Omitting Information Misrepresentation of Data Abuse of Privacy and Security Plagiarism Selective Misquoting Distorting Visuals

32. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 32 Recognizing Ethical Issues Ethical Dilemma StakeholdersStakeholders Conflicting Loyalties Difficult Tradeoffs Ethical Lapse Business Pressures Illegal Choices Unethical Choices

33. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 33 Making Ethical Choices Policies and Structures Individual Employees Corporate Management Code of Ethics

34. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 34 Have you defined the situation? Why are you communicating? What impact will your message have? What good or harm will be achieved? Will your assumptions change? Are you comfortable with the decision? General Ethical Guidelines

35. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 35 Legal and Ethical Behavior PromotionsPromotions ContractsContracts EmploymentEmployment

36. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 36 Legal and Ethical Behavior Intellectual Property Financial Reporting DefamationDefamation

37. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 37 Achieving Success Through Effective Business Communication