1. Chapter 5 - Business Communication: Creating and Delivering Messages that Matter
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2. Learning Outcomes
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
Write more effective business memos, letters, and s
Create and deliver successful verbal presentations

3. Transmission of information between a sender and a recipient Includes:
LO 1
Communication
Transmission of information between a sender and a recipient
Includes:
Listening
Seeking and understanding feedback from one's audience and responding appropriately

4. Communication Barriers
LO 1
Communication Barriers
Obstacles to effective communication
Includes noise
Noise: Any interference that causes the message one sends to be different from the message his/her audience understands

5. Types of Communication Barriers
LO 1
Types of Communication Barriers
Physical
Language
Body language
Perceptual
Organizational
Cultural

6. Nonverbal Communication and Active Listening
LO 2
Nonverbal Communication and Active Listening
Nonverbal communication does not use words
Includes gestures, posture, facial expressions, tone of voice, and eye contact
Reinforces the meaning of one’s message
Active listening
Attentive listening that occurs when a listener focuses his or her complete attention on the speaker

7. 5.1 Tips for Better Listening
LO 2
5.1 Tips for Better Listening
Listening dos
Listening don’ts
Use your extra mental capacity to summarize (to yourself!) what the speaker is saying. Ask yourself: Why does this matter? What’s the key point?
Don’t even glance at your s or text messages. You won’t fool anyone with those surreptitious peeks.
Take a few notes. It will not only help you concentrate but will also communicate
to the speaker that his or her thoughts really matter.
Don’t begin speaking the moment the person stops talking. Take a brief pause to indicate that you’re absorbing the message.

8. 5.1 Tips for Better Listening (continued)
LO 2
5.1 Tips for Better Listening (continued)
Listening dos
Listening don’ts
Listen with both your ears and your eyes. Notice any inconsistency between the speaker’s words and body language.
Don’t get overly comfortable. If your body is too relaxed, your mind may wander more easily.
Use nonverbal communication—nods, smiles, leaning forward—to indicate interest in the speaker.
Don’t pick up your phone—or even look at your phone—when you’re listening. And whenever it’s practical, set your cell phone to vibrate when others are speaking.
Use verbal feedback and questions to indicate understanding and empathy: “So you’re saying that…,” or “Why do you think that?”
Don’t interrupt or finish other people’s sentences. There are few better ways to cut off future communication.

9. Communication Channels
LO 3
Communication Channels
Various ways in which a message is sent
Understanding the impact of each channel helps determine the best channel to use
Differ from one another in terms of how much information they communicate to the recipient
Should be determined after analyzing and considering the audience

10. Key Communication Channels
LO 3
Key Communication Channels
Texting
Memos/reports
Voice mail
Telephone conversation
Videoconferencing
In-person presentation
Face-to-face meeting

11. Ways to Communicate Effectively
LO 4
Ways to Communicate Effectively
Analyze the audience
Understand their expectations, education level, and professional background
Be concise
Avoid slang and bias
Bias: Preconception about members of a particular group
Gender bias
Age bias
Race, ethnicity, and nationality bias

12. Ways to Communicate Effectively (continued)
LO 4
Ways to Communicate Effectively (continued)
When possible, use active voice
Active voice: The subject of one’s sentence performs the action expressed by the verb
Effective for business communication
Passive voice: The subject does not do the action expressed by the verb, but the subject is acted upon
Tends to be less effective for business communication

13. Ways to Write Effectively
LO 5
Ways to Write Effectively
Strike the right tone with the appropriate conversational style
Avoid grammatical errors
Use block paragraphs
Use headings and bullets appropriately

14. Creating Verbal Presentations
LO 6
Creating Verbal Presentations
Opening
Should grab attention and involve the audience
Body
Should not include more than two to four main points
Structure should be clear and explicit

15. Creating Verbal Presentations (continued)
LO 6
Creating Verbal Presentations (continued)
Closing
Should summarize the key points and verbally signal the audience that the speaker is about to conclude
Questions
Decide whether to handle questions throughout the talk or save them for the end
Be prepared

16. Delivering Verbal Presentations
LO 6
Delivering Verbal Presentations
Use visual aids, such as PowerPoint or Google Presentations
Handle nerves
Manage hostility
Incorporate humor and make eye contact
Practice dynamic delivery

17. 5.6 Tips for Dynamic Delivery
LO 6
5.6 Tips for Dynamic Delivery
1. PRACTICE!
2. Know your material, but never memorize it word for word
3. Look directly at members of your audience at least 50% of the time
4. Vary your voice, your facial expressions, and your body language
5. Use selective notes (but keep them inconspicuous)
6. Stick to your allotted time
7. Slow down and listen to yourself
8. Don’t apologize (unless you really did something wrong!)
9. Remember to use natural gestures
10. PRACTICE!

18. Key Terms Communication Active listening Noise Communication channels
Communication barriers
Intercultural communication
Nonverbal communication
Active listening
Communication channels
Bias
Active voice
Passive voice
Dynamic delivery

19. Summary
Nonverbal communication should reinforce the meaning of one’s message
A communication channel is effective when it is selected by understanding its impact toward the decision made
Effective business writing involves considering the needs of one's audience
Successful verbal presentations are created and delivered by understanding their structure and impact on the audience

20. Chapter 5 - Business Communication: Creating and Delivering Messages that Matter