Transcript Achieving Success Through Effective Business
Achieving Success Through Effective Business Communication
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 1
Achieving Success in Today’s Competitive Environment
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Competing for jobs Winning customers
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Writing
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Speaking
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Listening
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Adapting © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 2
Effective Communication
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Faster decision making and problem solving
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Earlier warning of potential problems
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Improved productivity and work flow
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Stronger business relationships © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 3
Effective Communication
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Stronger marketing messages
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Enhanced professional image
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Lower turnover and higher employee retention
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Better results and higher returns for investors © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 4
Communication in Organizational Settings
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Internal communication External communication Formal communication Informal communication © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 5
Internal Communication
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Formal communication network
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Upward
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Downward
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Horizontal
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Informal communication network
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The grapevine
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Unofficial lines of power © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 6
External Communication
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Formal contacts
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Marketing
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Public relations
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Informal contacts
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Industry gatherings
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Social networking © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 7
Recognizing Effective Communication
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Practical information
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Factual information
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Concise, efficient information
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Clear expectations and responsibilities
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Persuasive arguments and recommendations © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 8
What Employers Expect
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Organizing ideas and information
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Expressing ideas and information
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Listening effectively
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Communicating with people from diverse backgrounds © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 9
What Employers Expect
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Using communication technologies
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Delivering high-quality speaking and writing
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Practicing business etiquette
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Communicating ethically © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 10
Why Is Business Communication Unique?
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Globalization and diversity
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Information value
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Pervasiveness of technology
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Reliance on teamwork
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New corporate structures
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Communication barriers © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 11
Increasing Value of Business Information
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Knowledge workers
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Competitive insights
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Customer needs
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Regulations and guidelines © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 12
Globalization and Workforce Diversity
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Globalization
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Market products
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Partner with businesses
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Employ workers and executives
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Workforce diversity
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Communication challenges
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Competitive advantages © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 13
Pervasive Technology
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Voice systems
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Virtual agents
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Mobile communication
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Networking advances © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 14
Evolving Organizations
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Tall structures
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Flatter structures
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Flexible structures
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Corporate cultures © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 15
Reliance on Teamwork
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Full-time assignments
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Temporary projects
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Communication challenges © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 16
Effective Communication
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Connect with the audience
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Minimize communication barriers
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Use audience-centered approach
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Improve communication skills
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Provide constructive feedback
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Observe business etiquette © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 17
Connect with the Audience
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The communication process Barriers to communication Inside the mind of the audience © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 18
The Communication Process
1. Sender has an idea 2. Sender encodes the idea 3. Sender produces the message 4. Sender transmits the message 5. Audience gets the message 6. Audience decodes the message 7. Audience responds to the message 8. Audience provides feedback to sender © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 19
Communication Barriers
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Noise and distractions
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Competing messages
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Filtering of messages
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Channel breakdowns © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 20
The Mind of the Audience
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Receiving messages Decoding messages Responding to messages © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 21
Receiving Messages
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Consider audience expectations Ensure ease of use Emphasize familiarity Practice empathy Design for compatibility © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 22
Decoding Messages
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Cultural issues Individual beliefs Language differences Thinking styles © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 23
Responding to Messages
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Memory Ability Motivation © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 24
Minimizing Distractions
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Use common sense Be courteous Respect personal differences Insulate yourself Avoid unnecessary messages Prioritize messages Recognize your feelings Anticipate emotional reactions © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 25
Audience-Centered Approach
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The “you” attitude
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Focus on your audience
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Care about your audience Emotional intelligence
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Learn about your audience
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Relate to your audience © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 26
Build Communication Skills
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On-the-job training Communication classes © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 27
Giving and Responding to Feedback
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Constructive feedback
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Process focused
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Outcome focused Destructive feedback
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Personal attacks
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Unclear guidelines © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 28
Etiquette in Business
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Respect Courtesy Common sense © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 29
Communication Technology
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Maintaining perspective
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Improving productivity
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Reconnecting with people © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 30
Ethical Communication
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Includes relevant information Is true in every sense Not deceptive in any way © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 31
Unethical Communication
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Plagiarism
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Selective misquoting
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Misinterpreting numbers
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Distorting visuals © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 32
Making Ethical Choices
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Ethical dilemma
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Stakeholders
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Conflicting loyalties
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Difficult tradeoffs Ethical lapse
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Business pressures
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Illegal choices
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Unethical choices © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 33
Ensuring Ethical Business Communication
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Individual employees
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Corporate leadership
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Policies and structures © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 34
Legal and Ethical Behavior
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Promotions Contracts Employment Intellectual property Financial reporting Defamation © Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 1 - 35