1. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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. BUSN 5 ©2011 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: Creating and Delivering Messages that Matter 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 emails? How do you deliver successful verbal presentations? 2

3. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: Your Invisible Advantage 3 Effective Communication – Happens when you transmit meaning – relevant meaning- to your audience I know that you believe that you understand what you think I said, but I am not sure you realize that what you heard is not what I meant. ---- Unknown

4. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4 The Interpersonal Communication Process Encode Message Decode Message NoiseNoise NoiseNoise NoiseNoise NoiseNoise NoiseNoise NoiseNoise NoiseNoise NoiseNoise Transmit Message Receive Message Message to be Conveyed Message to be Conveyed Message that was Understood Message that was Understood SenderReceiver Communication Channel Feedback to Sender 2.1

5. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: “That’s Not What I Meant!” 5 Noise - Any interference that causes the message you send to be different from the message your audience understands. Communication Barriers - Obstacles to effective communication.

6. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 6 1.The sender is unsure what message to communicate 2.The message is not clearly encoded 3.The wrong channel is chosen 4.The message is improperly decoded 5.The receiver lacks experience or time Noise occurs if:

7. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: “That’s Not What I Meant!” Physical barriers Language barriers Body language barriers Perceptual barriers Organizational barriers Cultural barriers 7

8. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Intercultural Communication 8 As globalization gains speed, intercultural communication will become increasingly pivotal to long- term business success

9. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: Beyond the Words 9 Reinforce the meaning of your message. Eye contact Tone of voice Facial expressions Gestures and posture

10. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: The Great Divider 10 Hourly Employee30% Manager60% Executive75% Top Salesman75% % of time spent listening: 85% of our learning is derived from listening. International Listening Association

11. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Choose the Right Channel: A Rich Array of Options 11 Communication Channels – Figuring out the right way to send a message. The number of options is growing…

12. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Choose the Right Channel: A Rich Array of Options 12 Memos/Reports Very Low. No information from tone or body language. Email Very Low. No information beyond words. Instant Message Very Low. Very few words lead to basic communication. Voice Mail Low. The audience gains tone but no body language. Telephone Conversation Moderate. The audience benefits from changes in your tone. Videoconferencing High. Conveys richness similar to in-person communication. In-Person Presentation High. Audience experiences all elements of message. Face-Face Meeting Very High. Audience experiences full message most directly.

13. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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? 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? 13

14. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: Is That Car Pre-loved or Just Plain Used?! 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 14

15. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: Be Concise 15 “I will spend an hour editing an eight word sentence into five” - Jerry Seinfield  Be clear and concise  But include all required information

16. BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 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: Avoid Slang & Bias 16 Do not alienate yourself by using slang in written or verbal communication. AVOID: Gender Bias Age Bias Race, Ethnicity and Nationality Bias

17. BUSN 5 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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 emails? How do you deliver successful verbal presentations? 17