1. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 1 Achieving Success Through Effective Business Communication

2. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 2 Achieving Success in Today’s Competitive Environment Competing for Jobs Winning Customers Writing Clearly Speaking Skillfully Listening Carefully Adapting to Situations

3. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 3 Productivity & Work Flow Productivity DecisionMakingDecisionMaking EmployeeSatisfactionEmployeeSatisfactionPersuasiveMarketingPersuasiveMarketing BusinessRelationshipsBusinessRelationships Benefits for Investors Investors ProblemAwarenessProblemAwareness ProfessionalImageProfessionalImage EffectiveCommunicationEffectiveCommunication

4. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 4 What Employers Expect Organizing Ideas and Information Organizing Ideas and Information Presenting Coherently and Persuasively Presenting Coherently and Persuasively Listening Effectively Communicating with Diverse People Communicating with Diverse People

5. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 5 What Employers Expect Using Communication Technology Using Communication Technology Mastering High-Quality Speaking and Writing Mastering High-Quality Speaking and Writing Practicing Business Etiquette Practicing Business Etiquette Communicating Ethically Communicating Ethically

6. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 6 Characteristics of Effective Messages Practical information Factual information Concise and efficient information Clear expectations and responsibilities Persuasion and recommendations

7. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 7 Communication Forms Casual Communication Among Employees Casual Communication With Outsiders Planned Communication Among Insiders Planned Communication With Outsiders Informal Formal InternalExternal

8. Formal Media Letters Flyers and bulletins Memos Faxes All-employees mailings

9. Informal Media Face-to-face discussions Telephone Voice messaging (voice mail) E-mail Instant messaging (chat)

10. Informal Dialogues Characteristics: –often no formal opening or closing –first utterance often assumes a common reference to a previous interaction or issue –conversations generally last only a few minutes

11. Formal Communication President Vice President Vice President Manager Efforts at coordination Information Instructions and directives

12. 11/18/2003 Informal Networks Y D C B A Chain A JB DHI K F G E C Gossip A FB D J H C E K GI X Probability A C D F J I B Cluster

13. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 13 Communication Patterns Horizontal Downward Grapevine Upward

14. Organizational Charts

15. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 15 Why Is Business Communication Unique? Globalization and Diversity Globalization InformationValueInformationValue Reliance on Teamwork Reliance New Corporate Structures Structures Pervasiveness of Technology Pervasiveness CommunicationBarriersCommunicationBarriers

16. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 16 Globalization and Workforce Diversity Communication Challenges Communication Opportunities Products and Markets Business Partnerships Employees and Executives

17. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 17 Increasing Value of Business Information Knowledge Workers CompetitiveInsightsCompetitiveInsightsRegulations and Guidelines Regulations CustomerNeedsCustomerNeeds

18. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 18 Pervasive Technology Communication Continuous Learning Competitive Advantage

19. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 19 Evolving Organizations Tall Structures Tall Structures Flatter Structures Flatter Structures Flexible Structures Flexible Structures Corporate Cultures Corporate Cultures

20. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 20 Reliance on Teamwork Full-Time Assignments Temporary Projects Communication Issues

21. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 21 Effective Communication Connect with Audience Use Audience Centered Approach Give Useful Feedback Minimize Distractions Improve Communication Skills Use Business Etiquette

22. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 22 Communication Process Communication Barriers Mind of Your Audience Connect with the Audience

23. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 23 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 Responds to Message Audience Responds to Message 7 7 Audience Provides Feedback Audience Provides Feedback 8 8

24. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 24 Communication Barriers Noise and Distractions Competing Messages Filtering of Messages Channel Breakdowns

25. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 25 The Mind of the Audience ReceivingReceivingDecodingDecoding RespondingResponding Business Messages

26. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 26 Receiving Messages EmphasizeFamiliarityEmphasizeFamiliarityPracticeEmpathyPracticeEmpathy Design for Compatibility Compatibility ConsiderExpectationsConsiderExpectationsEnsure Ease of Use Ensure

27. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 27 Decoding Messages Language Issues Language Issues Cultural Issues Cultural Issues Thinking Styles Thinking Styles Individual Beliefs Individual Beliefs

28. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 28 Responding to Messages Memory Ability Motivation

29. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 29 Minimize Distractions Use Common Sense Practice Courtesy Respect Differences Insulate Yourself

30. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 30 Minimize Distractions Limit Messages Prioritize Messages Recognize Feelings Anticipate Reactions

31. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 31 Audience-Centered Approach Focus on the Audience Care About the Audience Learn About the Audience Relate to the Audience The “You” AttitudeEmotional Intelligence

32. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 32 Build Communication Skills On-the-JobTrainingOn-the-JobTraining CommunicationClassesCommunicationClasses

33. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 33 Giving and Responding to Feedback Constructive Feedback Destructive Feedback Process Focused Process Focused Outcome Focused Outcome Focused Personal Attacks Personal Attacks Unclear Guidelines Unclear Guidelines

34. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 34 Observe Business Etiquette Respect Courtesy Common Sense

35. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 35 Communication Technology Internet E-mail Mobile Computing Voice Mail Maintain Perspective Boost Productivity Reconnect with People

36. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 36 Ethical Communication True in Every Sense Includes Relevant Information Not Deceptive in Any Way

37. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 37 Unethical Communication Unethical Practices PlagiarismPlagiarismSelectiveMisquotingSelectiveMisquotingMisinterpretingNumbersMisinterpretingNumbersDistortingVisualsDistortingVisuals

38. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 38 Ethical Dilemmas vs. Lapses Ethical Dilemma(choices are not wrong or right) StakeholdersStakeholders Conflicting Loyalties Difficult Tradeoffs Ethical Lapse(unethical) Business Pressures Illegal Choices Unethical Choices

39. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 39 Ethical Communication Policies and Structures Individual Employees Corporate Management Code of Ethics

40. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 40 Legal and Ethical Behavior PromotionsPromotions ContractsContracts EmploymentEmployment

41. © Prentice Hall, 2008 Business Communication Today, 9eChapter 1 - 41 Legal and Ethical Behavior Intellectual Property Financial Reporting DefamationDefamation