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© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 1
Achieving Success Achieving Success Through Effective Through Effective
Business Business CommunicationCommunication
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 2
Effective CommunicationEffective Communication
• Quicker problem solving
• Stronger decision making
• Increased productivity
• Steadier work flow
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 3
Effective CommunicationEffective Communication
• Stronger business relationships
• Clearer promotional materials
• Enhanced professional image
• Improved stakeholder response
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 4
What Employers ExpectWhat Employers Expect
• Organizing ideas and information
• Presenting coherently and persuasively
• Listening effectively
• Communicating with diverse people
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 5
What Employers ExpectWhat Employers Expect
• Using communication technology
• Mastering high-quality speaking and writing
• Practicing business etiquette
• Communicating ethically
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 6
Characteristics of Characteristics of Effective CommunicationEffective Communication
• Provide practical information
• Give facts rather than impressions
• Clarify and condense information
• State precise responsibilities
• Persuade and make recommendations
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 7
Communication in Communication in Organizational SettingsOrganizational Settings• Internal
– Formal
– Informal
• External
– Formal
– Informal
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 8
Internal CommunicationInternal Communication
• Official structure
– Formal chain of command
– Up, down, across formal power lines
• The grapevine
– Informal networking
– Unofficial lines of power
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 9
External CommunicationExternal Communication
• Formal contacts
–Marketing
– Public relations
• Informal contacts
– Employees
–Managers
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 10
The Communication The Communication ProcessProcess
• Sender has an idea
• Sender encodes the idea
• Sender transmits the message
• Receiver gets the message
• Receiver decodes the message
• Receiver sends feedback
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 11
Why Is Business Why Is Business
Communication Unique?Communication Unique?• Globalization and diversity
• Information value
• Pervasiveness of technology
• Reliance on teamwork
• New corporate structures
• Communication barriers
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 12
Globalization Globalization
and Workforce Diversityand Workforce Diversity• Products and markets
• Business partnerships
• Employees and executives
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 13
Increasing Value of Increasing Value of
Business InformationBusiness Information• Knowledge workers
– Competitive insights
– Customer needs
– Regulations and guidelines
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 14
Pervasive TechnologyPervasive Technology
• Enhancing communication
• Using technology wisely
• Maintaining your skills
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 15
Evolving OrganizationsEvolving Organizations
• Tall structures
• Flatter structures
• Flexible structures
• Corporate cultures
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 16
Reliance on TeamworkReliance on Teamwork
• Employee satisfaction
• Overall flexibility
• Responsiveness to competition
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 17
Communication BarriersCommunication Barriers
• Perception and language
• Restrictive environments
• Distractions
• Deceptive tactics
• Information overload
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 18
Effective CommunicationEffective Communication
• Minimize distractions
• Consider the audience
• Improve your skills
• Give and get feedback
• Apply business etiquette
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 19
Using Business Using Business
Communication Communication
TechnologyTechnology• Maintaining perspective
• Improving productivity
• Reconnecting with people
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 20
Observing Business Observing Business Communication EthicsCommunication Ethics
• Unethical practices
– Plagiarism
– Selective misquoting
–Misinterpreting numbers
– Distorting visuals
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 21
Making Business ChoicesMaking Business Choices
• Ethical dilemma
– Stakeholders• Conflicting loyalties
• Difficult tradeoffs
• Ethical lapse
– Business pressures• Illegal choices
• Unethical choices
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 22
Ensuring Ethical Ensuring Ethical CommunicationCommunication
• Individual employees
• Company leadership
• Policies and procedures
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 23
Communication ClimateCommunication Climate
• Modify organizational structure
• Facilitate feedback
© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 1 - 24
Ethical CommunicationEthical Communication
• Recognize ethical choices
• Make ethical choices
• Motivate ethical choices