1. ©2013 Cengage Learning. All Rights Reserved
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

2. Business Communication:
LO1 Why is excellent business communication important?
LO2 What are the key elements of nonverbal communication?
LO3 What are the different communication channels and what makes them effective?
LO4 How do you choose the right words for effective communication?
LO5 How do you compose effective business memos, letters and s?
LO6 How do you deliver successful verbal presentations?
Business Communication:
Creating and Delivering Messages that Matter

3. Excellent Communication Skills: Your Invisible Advantage
Effective
Communication –
Happens when you
transmit meaning –
relevant meaning-
to your audience

4. Communication Barriers: “That’s Not What I Meant!”
Obstacles to effective communication
Noise - Any interference that causes
the message you send to be
different from the message
your audience understands

5. Communication Barriers: “That’s Not What I Meant!”
Physical barriers
Language barriers
Body language barriers
Perceptual barriers
Organizational barriers
Cultural barriers

6. Intercultural Communication
As globalization gains speed, intercultural communication will become increasingly pivotal to long-term business success.

7. Nonverbal Communication: Beyond the Words
Reinforce the meaning of your message.
Eye contact
Tone of voice
Facial expressions
Gestures and posture
In face-to-face communication only 7% of meaning comes from verbal content while 38% comes from tone of voice and 55% comes from body language.
Source: Body Language Tactics That Sway Interviewers by Eugene Raudsepp, The Wall Street Journal CareerJournal, December 5, 2002,

8. Tips for Better Listening

9. Communication Channels
Might need to recreate

10. Consider the Audience: It’s Not About You!
Expectations
What kind of language do most people use in the organization?
Education
What vocabulary should you use?
How complex should you make the message?
Profession
Are there professional acronyms and jargon that can impact your message?

11. Pick the Right Words
Companies that communicate effectively have a 47% higher return to shareholders.
In business, your message is competing with limited attention
The right words can encourage your audience to stay with you
The right words begin with the needs of your audience

12. Pick the Right Words: Be Concise
Be clear and concise
But include all required information
Do not alienate yourself by using slang in
written or verbal communication.
AVOID:
Gender Bias
Age Bias
Race, Ethnicity and Nationality Bias

13. Use Active Voice Whenever Possible
Active Voice – the subject of your verb is doing the action
Passive Voice – the subject of your sentence is not doing the action described by the verb 13
Active: The Midwest sales team met the monthly sales goal.
Passive: The monthly sales goal was met by the Midwest sales team.
Active: The dog bit the man.
Passive : The man was bitten by the dog.

14. Write High-Impact Messages: Breaking through the Clutter
Strike the right tone
Don’t make grammar goofs
Use block paragraphs
Use headings and bulleted lists

15. How Will Your Audience Respond?
Might need to recreate

16. Sample s

17. Strike the Right Tone Use common words in most situations
Use versus utilize
Use active voice
We made a mistake versus A mistake was made
Use personal pronouns whenever appropriate
I, you
Use contractions as often as you would when speaking
I’ll, don’t, here’s

18. Don’t Make Grammar Goofs
Grammar goofs will distract the reader
They jump off the page!
Undermine your credibility
Use a professional guide and check grammatical questions

19. Write High-Impact Messages: Breaking through the Clutter
Use block paragraphs
Single spacing
Double space between paragraphs
Do not indent the first sentence
Block paragraphs create a more organized look
Headings are a label
Bulleted lists engage your reader

20. Ten Tips for Excellent Email
Consider both your primary and secondary readers
Keep it short
Don’t forget to proofread
Use standard writing
Avoid attachments
Don’t assume privacy
Respond promptly to s
Assume the best
Create a compelling subject line
Think before you write, and think again before you send!
Source: Briefing, Time magazine, February 21, 2011, page 19

21. Successful Verbal Presentations: Hook ’Em and Reel ’Em In!
The
Opening
An interesting or startling statistic
Audience involvement
A compelling story or anecdote
A relevant simile or metaphor
Engaging questions

22. Successful Verbal Presentations: Hook ’Em and Reel ’Em In!
The Body
Introduce key points
Include statistics, data, expert quotes
The Close
Summarize key points
Verbally signal your conclusion
Questions
Indicate time for questions
Be prepared
Visual Aids
Increase retention
PowerPoint is only a tool
Handling Nerves
Use your nervousness (adrenalin)
Mitigate anxiety

23. Ten Tips for Dynamic Delivery
PRACTICE!
Know your material, but never memorize
Look at your audience at least 50% of the time
Vary your voice, expression, and body language
Use selective notes
Stick to your allotted time
Slow down and listen to yourself
Don’t apologize (unless you really did something wrong!)
Remember to use natural gestures
Double check.

24. Looking Back Why is excellent business communication important?
What are the key elements of nonverbal communication?
What are the different communication channels and what makes them effective?
How do you choose the right words for effective communication?
How do you compose effective business memos, letters and s?
How do you deliver successful verbal presentations?