Chapter 1 - 1

Achieving Success
Through Effective
Business Communication
Chapter 1 - 2
Getting Ready for Business
Communication 2.0
Strategic
Plans
Policy
Documents
Project
Updates
Customer
Support
Conversation
Interaction
Publishing
Broadcasting
Hybrid Model
Traditional Model Social Model
Chapter 1 - 3
Achieving Success Today
Communication
Senders Receivers Information and Meaning
Written Spoken Electronic Visual
Communication Benefits
Stronger decision making
Faster problem solving
Earlier warning of potential problems
Increased productivity and lower costs
Stronger business relationships
Chapter 1 - 5
Communication Benefits
Clear, persuasive marketing messages
Enhanced professional images
Greater employee engagement
Better financial results
Stronger connection with stakeholders
Chapter 1 - 6
Forms of Communication
Casual Communication
Among Employees
Casual Communication
With Outsiders
Planned Communication
Among Insiders
Planned Communication
With Outsiders
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F
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Internal External
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Effective Communication
Practical Factual
Concise Clear Persuasive
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What Employers Expect
Organizing ideas and information
Expressing ideas and information
Listening actively to others
Communicating with diverse groups
Using communication technology
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What Employers Expect
Writing and speaking effectively
Adapting to audiences and situations
Applying business etiquette
Communicating ethically
Managing time and resources
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Challenges of Business
Communication
Pervasiveness
of Technology
Organizational
Evolution
Reliance on
Teamwork
Globalization
and Diversity
Value of
Information
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Globalization
and Workforce Diversity
Products and Markets
Business Partnerships
Workers and Executives
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Increasing Value
of Business Information
Knowledge Workers
Competitive
Insights
Regulations
and Guidelines
Customer
Needs
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Pervasive Technology
Communication
Skill Requirements
Competitive Advantage
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Organizational Evolution
Tall Structures
Flatter Structures
Flexible Structures
Corporate Cultures
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Reliance on Teamwork
Business Usage
Complex Dynamics
Communication Skills
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Effective Communication
Connect With Audience
Use Audience-
Centered Approach
Give Constructive
Feedback
Minimize Distractions
Improve Your
Communication Skills
Use Business Etiquette
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Communication Process
Communication Barriers
Mind of the Audience
Connect With the Audience
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Communication Process
Sender
Has an Idea
1
Sender
Encodes the Idea
2
Sender
Produces Message
3
Audience
Decodes Message
6
Audience
Receives Message
5
Sender
Transmits Message
4
Audience
Reacts to Message
7
Audience
Sends Feedback
8
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Communication Barriers
Noise and
Distractions
Channel
Breakdowns
Filtering of
Messages
Competing
Messages
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The Mind of the Audience
Receiving
Decoding
Responding
Business Messages
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Emphasize
Familiarity
Practice
Empathy
Design for
Compatibility
Consider
Expectations
Ensure
Ease of Use
Receiving Messages
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Decoding Messages
Language Issues
Cultural Issues
Thinking Styles
Beliefs and Biases
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Responding to Messages
Memory
Ability
Motivation
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Minimize Distractions
Use Common Sense
Respect Differences
Acknowledge Emotions
Practice Courtesy
Limit Distractions
Anticipate Reactions
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Adopting an Audience-
Centered Approach
The You Attitude
Focus On Audience
Care About Audience
Emotional Intelligence
Learn About Audience
Relate to Audience
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Build Communication Skills
On-the-Job
Training
Communication
Classes
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Giving and Responding to
Feedback
Constructive
Feedback
Destructive
Feedback
Process
Focused
Outcome
Focused
Personal
Attacks
Unclear
Guidelines
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Etiquette in Business
Respect
Courtesy
Common Sense
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Communication Technology
Maintain Your Perspective
Avoid Information Overload
Use Technology Productively
Reconnect With People
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Ethical Communication
True In Every Sense
Includes Relevant Information
Not Deceptive In Any Way
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Unethical Communication
Omitting Information
Misrepresentation
of Data
Abuse of Privacy
and Security
Plagiarism
Selective Misquoting
Distorting Visuals
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Recognizing Ethical Issues
Ethical Dilemma
Stakeholders
Conflicting Loyalties
Difficult Tradeoffs
Ethical Lapse
Business Pressures
Illegal Choices
Unethical Choices
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Making Ethical Choices
Policies and Structures
Individual
Employees
Corporate
Management
Code of Ethics
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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?
Are you comfortable with the decision?
General Ethical Guidelines
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Legal and Ethical Behavior
Promotions
Contracts
Employment
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Legal and Ethical Behavior
Intellectual Property
Financial Reporting
Defamation
Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 37
Achieving Success
Through Effective
Business Communication