1. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 1 Achieving Success Through Effective Business Communication

2. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 2 Learning Objectives Explain how the Business Communication 2.0 concept is transforming the practice of business communication Describe five characteristics of effective business communication Describe six strategies for communicating more effectively on the job

3. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 3 Learning Objectives Explain what an audience must do to receive, decode, and respond to messages Explain four strategies for the effective use of communication technology Discuss the importance of ethics in business communication and differentiate between ethical dilemmas and ethical lapses

4. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 4 Getting Ready for Business Communication 2.0 Traditional model –Broadcasting and publishing Social model –Interaction and conversation Hybrid model –Social model and traditional model

5. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 5 Achieving Success Today Information and meaning between senders and receivers –Written –Spoken –Electronic –Visual

6. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 6 Communication Benefits Stronger decision making Faster problem solving Earlier warning of potential problems Increased productivity and lower costs Stronger business relationships

7. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 7 Communication Benefits Clear, persuasive marketing messages Enhanced professional images Greater employee engagement Better financial results for investors Stronger connection with stakeholders

8. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 8 Forms of Communication Internal –Planned communication –Casual communication External –Planned communication –Unplanned communication

9. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 9 Organizational Communication Formal –Upward –Downward –Horizontal Informal –Grapevine –Rumor mill –Social media

10. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 10 Effective Communication Practical information Factual information Concise, efficient information Clear expectations and responsibilities Persuasion and recommendations

11. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 11 What Employers Expect Organizing ideas and information Expressing ideas and information Listening actively to others Communicating with diverse groups Using communication technology

12. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 12 What Employers Expect Writing and speaking effectively Adapting to audiences and situations Applying business etiquette Communicating ethically Managing time and resources

13. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 13 Challenges of Business Communication Globalization and diversity Information value Pervasiveness of technology Evolving organizational structures Reliance on teamwork

14. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 14 Globalization and Workforce Diversity Challenges and advantages –Products and markets –Business partnerships –Workers and executives

15. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 15 Increasing Value of Business Information Knowledge workers –Competitive insights –Customer needs –Regulations and guidelines

16. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 16 Pervasive Technology Communication Skill requirements Competitive advantage

17. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 17 Organizational Evolution Tall structures Flatter structures Flexible structures Corporate cultures

18. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 18 Reliance on Teamwork Business usage Complex dynamics Communication skills

19. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 19 Effective Communication Connect with the audience Minimize communication barriers Use audience-centered approach Improve communication skills Give and receive feedback Observe business etiquette

20. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 20 Connect with the Audience Communication process Communication barriers Mind of the audience

21. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 21 Communication Process 1.Sender has an idea 2.Sender encodes the idea 3.Sender produces the message 4.Sender transmits the message

22. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 22 Communication Process 5.Audience receives the message 6.Audience decodes the message 7.Audience reacts to the message 8.Audience sends feedback

23. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 23 Communication Barriers Noise and distractions Competing messages Filtering of messages Channel breakdowns

24. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 24 The Mind of the Audience Business messages –Receiving –Decoding –Responding

25. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 25 Receiving Messages Consider audience expectations Ensure ease of use Emphasize familiarity Practice empathy Design for compatibility

26. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 26 Decoding Messages Cultural issues Beliefs and biases Language issues Thinking styles

27. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 27 Responding to Messages Memory Ability Motivation

28. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 28 Minimize Distractions Use common sense Be courteous Respect personal differences Limit distractions Acknowledge emotions Anticipate reactions

29. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 29 The Audience-Centered Approach The “You” attitude –Understanding –Respecting –Relating –Emotional intelligence

30. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 30 Build Communication Skills On-the-job training Communication classes

31. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 31 Giving and Responding to Feedback Constructive feedback –Process focused –Outcome focused Destructive feedback –Personal attacks –Unclear guidelines

32. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 32 Etiquette in Business Respect Courtesy Common sense

33. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 33 Using Communication Technology Maintaining perspective Avoiding information overload Using technology productively Reconnecting with people

34. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 34 Ethical Communication True in every sense Includes relevant information Not deceptive in any way

35. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 35 Unethical Communication Committing plagiarism Omitting essential information Selective misquoting Misrepresenting numbers Distorting visuals Abusing privacy or security

36. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 36 Recognizing Ethical Issues Ethical dilemma –Stakeholders: competing interests and difficult tradeoffs Ethical lapse –Business pressures: produce results and justify decisions

37. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 37 Making Ethical Choices Individual employees Corporate management Policies and structures

38. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 38 General Ethical Guidelines 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? Can you live with the decision?

39. Copyright © 2011 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 39 Legal and Ethical Behavior Promotions Contracts Employment Intellectual property Financial reporting Defamation