Transcript Achieving Success Through Effective Business Communication

Achieving Success
Through Effective
Business Communication
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 1
Getting Ready for Business
Communication 2.0
Traditional Model
Social Model
Broadcasting
Interaction
Hybrid Model
Publishing
Strategic
Plans
Policy
Documents
Conversation
Customer
Support
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Project
Updates
Chapter 1 - 2
Achieving Success Today
Communication
Senders
Written
Information and Meaning
Spoken
Electronic
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Receivers
Visual
Chapter 1 - 3
Communication Benefits
• Stronger decision making
• Faster problem solving
• Earlier warning of potential problems
• Increased productivity and lower costs
• Stronger business relationships
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Chapter 1 - 4
Communication Benefits
• Clear, persuasive marketing messages
• Enhanced professional images
• Greater employee engagement
• Better financial results
• Stronger connection with stakeholders
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Chapter 1 - 5
Internal
External
Formal
Planned Communication
Among Insiders
Planned Communication
With Outsiders
Informal
Forms of Communication
Casual Communication
Among Employees
Casual Communication
With Outsiders
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Chapter 1 - 6
Effective Communication
Practical
Concise
Factual
Clear
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Persuasive
Chapter 1 - 7
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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Chapter 1 - 8
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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Chapter 1 - 9
Challenges of Business
Communication
Globalization
and Diversity
Pervasiveness
of Technology
Value of
Information
Organizational
Evolution
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Reliance on
Teamwork
Chapter 1 - 10
Products and Markets
Business Partnerships
Business
Opportunities
Communication
Challenges
Globalization
and Workforce Diversity
Workers and Executives
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Chapter 1 - 11
Increasing Value
of Business Information
Knowledge Workers
Competitive
Insights
Customer
Needs
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Regulations
and Guidelines
Chapter 1 - 12
Pervasive Technology
Communication
Skill Requirements
Competitive Advantage
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Chapter 1 - 13
Organizational Evolution
Tall Structures
Flatter Structures
Flexible Structures
Corporate Cultures
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Chapter 1 - 14
Reliance on Teamwork
Business Usage
Complex Dynamics
Communication Skills
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Chapter 1 - 15
Effective Communication
Connect With Audience
Minimize Distractions
Use AudienceCentered Approach
Improve Your
Communication Skills
Give Constructive
Feedback
Use Business Etiquette
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Chapter 1 - 16
Connect With the Audience
Communication Process
Communication Barriers
Mind of the Audience
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Chapter 1 - 17
Communication Process
1
Sender
Has an Idea
8
Audience
Sends Feedback
2
Sender
Produces Message
Audience
Reacts to Message
6
Sender
Encodes the Idea
3
7
Audience
Decodes Message
4
Sender
Transmits Message
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5
Audience
Receives Message
Chapter 1 - 18
Communication Barriers
Noise and
Distractions
Competing
Messages
Filtering of
Messages
Channel
Breakdowns
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Chapter 1 - 19
The Mind of the Audience
Business Messages
Receiving
Decoding
Responding
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Chapter 1 - 20
Receiving Messages
Consider
Expectations
Emphasize
Familiarity
Ensure
Ease of Use
Practice
Empathy
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Design for
Compatibility
Chapter 1 - 21
Decoding Messages
Cultural Issues
Beliefs and Biases
Language Issues
Thinking Styles
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Chapter 1 - 22
Responding to Messages
Memory
Ability
Motivation
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Chapter 1 - 23
Minimize Distractions
Use Common Sense
Practice Courtesy
Respect Differences
Limit Distractions
Acknowledge Emotions
Anticipate Reactions
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Chapter 1 - 24
Adopting an AudienceCentered Approach
The “You” Attitude
Emotional Intelligence
Focus On Audience
Learn About Audience
Care About Audience
Relate to Audience
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Chapter 1 - 25
Build Communication Skills
On-the-Job
Training
Communication
Classes
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Chapter 1 - 26
Giving and Responding to
Feedback
Constructive
Feedback
Process
Focused
Outcome
Focused
Destructive
Feedback
Personal
Attacks
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Unclear
Guidelines
Chapter 1 - 27
Etiquette in Business
Respect
Courtesy
Common Sense
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Chapter 1 - 28
Communication Technology
Maintain Your Perspective
Avoid Information Overload
Use Technology Productively
Reconnect With People
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Chapter 1 - 29
Ethical Communication
True In Every Sense
Includes Relevant Information
Not Deceptive In Any Way
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Chapter 1 - 30
Unethical Communication
Plagiarism
Omitting Information
Selective Misquoting
Misrepresentation
of Data
Distorting Visuals
Abuse of Privacy
and Security
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Chapter 1 - 31
Recognizing Ethical Issues
Ethical Dilemma
Ethical Lapse
Stakeholders
Business Pressures
Conflicting Loyalties
Illegal Choices
Difficult Tradeoffs
Unethical Choices
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Chapter 1 - 32
Making Ethical Choices
Individual
Employees
Code of Ethics
Corporate
Management
Policies and Structures
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Chapter 1 - 33
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?
• Are you comfortable with the decision?
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Chapter 1 - 34
Legal and Ethical Behavior
Promotions
Contracts
Employment
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Chapter 1 - 35
Legal and Ethical Behavior
Intellectual Property
Financial Reporting
Defamation
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Chapter 1 - 36
Achieving Success
Through Effective
Business Communication
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Chapter 1 - 37