Академический Документы
Профессиональный Документы
Культура Документы
Succeeding in Business
Communication and Management
McGraw-Hill/Irwin Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved.
Types of Communication
Verbal Nonverbal
Face-to-face Computer graphics
Phone Company logos
conversations Smiles
Informal meetings Size of an office
Presentations Location of people
Text messages at meetings
1-2
Communication Purposes
Business communication has three
purposes
To inform
To request or persuade
To build goodwill
Most messages have more than one
purpose
1-3
Audiences
Internal
Go to people inside organization
Memo to subordinates, superiors, peers
External
Go to people outside organization
Letter to customers, suppliers, others
1-4
Benefits & Costs
Effective communication
Saves time
Increases productivity
Communicates ideas more clearly
Builds goodwill
Poor communication
Wastes time
Wastes efforts
Loses goodwill
Causes legal problems
1-5
Criteria for Effective Messages
Clear
Complete
Correct
Saves receiver’s time
Builds goodwill
1-6
Conventions
Widely accepted practices you
routinely encounter
Vary by organizational setting
Help people recognize, produce,
and interpret communications
Need to fit rhetorical situation:
audience, context, and purpose
1-7
Ask Questions to Analyze Situations
What’s at stake—to whom?
Should you send a message?
What channel should you use?
What should you say?
How should you say it?
1-8
Solving Business Communication Problems
Gather knowledge
Brainstorm solutions
Answer six analysis questions
1-9
Six Analysis Questions
1. Who are your audiences?
2. What are your purposes?
3. What information must you include?
4. How can you support your position?
5. What audience objections do you
expect?
6. What part of context may affect
audience response?
1-10
Solving Business Communication
Problems, continued…
Organize information to fit
Audiences
Purposes
Situation
Make document visually inviting
Revise draft for tone
Friendly
Businesslike
Positive
1-11
Solving Business Communication
Problems, continued…
Edit draft for standard English
Names Numbers
Use responses to plan future
messages
1-12