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Chapter 1Chapter 1Business Communication, Management & Success

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Types of Communication

Verbal Face-to-face Phone

conversations Informal meetings Presentations E-mail messages Letters

Nonverbal Computer graphics Company logos Smiles Size of an office Location of people

at meetings

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Communication Purposes

All business communication has three basic purposes To inform (explain) To request or persuade (urge action) To build goodwill (make good image)

Most messages have more than one purpose

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Audiences

Internal Go to people inside organization Memo to subordinates, superiors, peers

External Go to people outside organization Letter to customers, suppliers, others

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Benefits & Costs

Effective writing Saves time Increases one’s productivity Communicates points more clearly Builds goodwill

Poor writing Wastes time Wastes effort Loses goodwill

Stiff, legal languageSelfish toneBuried main pointVague requestsMisused words

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Criteria for Effective Messages

Clear Complete Correct Saves receiver’s time Builds goodwill

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10 Business Trends

1. Technology2. Focus on quality, customers’

needs3. Entrepreneurship4. Teamwork5. Diversity6. Globalization and outsourcing7. Legal and ethical concerns8. Balancing work and family9. Job Flexibility10. Rapid rate of change

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Conventions

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

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Analyze Situations: Ask Questions

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?

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Solving Business Communication Problems

Gather knowledge Answer six analysis questions Brainstorm solutions Organize information to fit

Audiences Purposes Situation

Make document look inviting

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Solving Business Communication Problems, continued…

Revise draft for tone Friendly Businesslike Positive

Edit draft for standard English Names Numbers

Use replies to plan future messages

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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 reaction?

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Organize to Fit Audience, Purpose, Situation

1. Put good news first

2. Put the main point/question first

3. Persuade a reluctant audience by delaying the main point/question

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Make Message Look Inviting

Use subject line to orient reader Use headings to group related ideas Use lists for emphasis Number items if order matters Use short paragraphs—six lines max.

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Create Positive Style

Emphasize positive information Give it more space Use indented list to set it off

Omit negative words, if you can Focus on possibilities, not limitations

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Edit Your Draft Double-check these

details Reader’s name Any numbers First and last ¶

Spelling, grammar, punctuation

Always proofread before sending

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Use Response to Plan Next Message Evaluate feedback you get

If message fails, find out why If message succeeds, find out why

Success = results you want, when you want them