Intro bus chpt 5 powerpoint

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© 2 0 1 3 C e n g a g e L e a r n i n g . A l l R i g h t s R e s e r v e d . M a y n o t b e s c a n n e d , c o p i e d o r d u p l i c a t e d , o r p o s t e d t o a p u b l i c l y a c c e s s i b l e w e b s i t e , i n w h o l e o r i n p a r t .

Business Communication:Creating and Delivering Messages that Matter

LO1 Why is excellent business communication important?

LO2 What are the key elements of nonverbal communication?

LO3 What are the different communication channels and what makes them effective?

LO4 How do you choose the right words for effective communication?

LO5 How do you compose effective business memos, letters and emails?

LO6 How do you deliver successful verbal presentations?

Excellent Communication Skills: Your Invisible Advantage

Effective Communication –

Happens when you transmit meaning – relevant meaning- to your audience

“What you do speaks so loud that I cannot hear what you say.” ---- Ralph Waldo Emerson

A New Look at Dressing for Success

• A visible tattoo can increase your credibility in some jobs.

• Your appearance is a powerful form of business communication.

• 50% of perception is through appearance.

• First impressions are hard to change but easy to manage.

• Don’t let how you look get in the way of your success on the job.

Source: How to dress for an interview by Alison Doyle, About website, http://jobsearch.about.com/od/interviewsnetworking/a/dressforsuccess.htm, accessed March 5, 2011

Communication Barriers: “That’s Not What I Meant!”

Noise - Any interference that causes the message you send to be different from the messageyour audience understands

Communication Barriers - Obstacles to effective

communication

Communication Barriers: “That’s Not What I Meant!”

• Physical barriers

• Language barriers

• Body language barriers

• Perceptual barriers

• Organizational barriers

• Cultural barriers6

Intercultural Communication

As globalization gains speed, intercultural communication will

become increasingly pivotal to long-term business success.

Same Scene, Different Takes

• China offers huge opportunity in social media

• Chinese Internet users are online 2.7 hours a day The rural-to-urban migration

Distrust of the government

A lonely one-child generation

• Facebook, Twitter and YouTube are blocked in China but there are alternatives

• Each Chinese character represents a whole word, allowing more opportunity for micro-blogging

©LIN JIANBING/Xinhua / Landov

Source: Social media in China: The same, but different by Thomas Crampton, February 25, 2011, Memeburn Website, http://memeburn.com/2011/02/social-media-in-china-the-same-but-different/, accessed March 4, 2011

Nonverbal Communication: Beyond the Words

Reinforce the meaning of your message.

• Eye contact• Tone of voice• Facial expressions• Gestures and posture

In face-to-face communication only 7% of meaning comes from verbal content while 38% comes from tone of voice and 55% comes from body

language.Source: Body Language Tactics That Sway Interviewers by Eugene Raudsepp, The Wall Street Journal CareerJournal, December 5, 2002, http://www.careerjournal.com/jobhunting/interviewing/20021205-raudsepp.html.

Active Listening: The Great Divider

Hourly Employee 30%Manager 60%Executive 75%Top Salesman 75%

% of time spent listening:

85% of our learning is derived from listening. - International Listening Association

ital V

Source: The Listener Wins by Michael Purdy, Monster contributing writer, Monster.com, http://featuredreports.monster.com/listen/overview/, accessed August 22, 2006; The Human Side of Business by Stephen D. Boyd, Agency Sales Magazine, February 2004, page 35, accessed via Infotrac College Edition. We Learn More by Listening Than Talking by Harvey Mackay, The Daily Herald, January 16, 2005, page E6[SB14], http://old.heraldextra.com/modules.php?op=modload&name=News&file=article&sid=45313; Listening Factoids, International Listening Association, http://www.listen.org/pages/factoids.html, accessed August 22, 2006.

Tips for Better Listening

Choose the Right Channel: A Rich Array of Options

• The number of communication channels available is growing: Intranet Postings WebEx Facebook Text Messaging

• Good channel selection depends on amount of information and richness

Communication Channels

Consider the Audience: It’s Not About You!

Expectations• What kind of language do most people use in the

organization?

Education• What vocabulary should you use?• How complex should you make the message?

Profession• Are there professional acronyms and jargon that can

impact your message?

Pick the Right Words

In business, your message is competing with limited attention

The right words can encourage your audience to stay with you

The right words begin with the needs of your audience

Companies that communicate effectively have a 47% higher return to shareholders.

Pick the Right Words: Be Concise

“I will spend an hour editing an eight-word sentence into five.”

- Jerry Seinfield

Be clear and concise

But include all required information

Pick the Right Words: Avoid Slang & Bias

AVOID:• Gender Bias• Age Bias• Race, Ethnicity, and Nationality Bias

Do not alienate yourself by using slang in

written or verbal communication.

Use Active Voice Whenever Possible

Active Voice – the subject of your verb is doing the action

Passive Voice – the subject of your sentence is not doing the action described by the verb

Active: The Midwest sales team met the monthly sales goal.Passive: The monthly sales goal was met by the Midwest sales team.

Active: The dog bit the man.Passive : The man was bitten by the dog.

There’s English and Then There’s English

Source: Location makes a difference in communication even if the same language is spoken, Communication Resource Center 2011, http://www.work911.com/communication/oopslocationalerror.htm, accessed March 5, 2011; How to Speak American by Joan Houston Hall, August 9, 2010, NewsWeek magazine, http://www.newsweek.com/2010/07/30/how-to-speak-american.html, accessed March 5, 2011. Oh, those idioms will just kill you. Australia idiomatic communication meets U.S. communication, Communication Resource Center 2011, http://www.work911.com/communication/oopsidioms.htm, accessed March 5, 2011

• Speaking the same language does not mean understanding

• “Full” in the U.S. references food while in Australia it means you are drunk

• “To table an issue” in the U.S. means to avoid discussing it, in England it means to discuss immediately

• There are also regional differences, a sub sandwich in the U.S. is known as a sub, a hero, a hoagie, a grinder, a cuban or a torpedo

Write High-Impact Messages: Breaking through the Clutter

• Strike the right tone

• Don’t make grammar goofs

• Use block paragraphs

• Use headings and bulleted lists

How Will Your Audience Respond?

Sample Emails

Strike the Right Tone

Use common words in most situations Use versus utilize

Use active voice We made a mistake versus A mistake was made

Use personal pronouns whenever appropriate I, you

Use contractions as often as you would when speaking I’ll, don’t, here’s 23

Don’t Make Grammar Goofs

• Grammar goofs will distract the reader

• They jump off the page!

• Undermine your credibility

• Use a professional guide and check grammatical questions

“Mythical” Grammar Rules

• It is OK to end a sentence with a preposition when doing so sounds naturalWhere is this book from? is much better than From where is this

• It is OK to begin sentences with “And” or “But” Most teens enjoy videogames with a moderate level of violence. But

a small, vocal minority strongly advocates a more clean-cut approach.

• It is OK to split infinitives Try to effectively film the next scene is a perfectly acceptable

sentence25

Source: Edward P. Bailey, Writing and Speaking at Work, (Prentice Hall, 2005), pages 82–89.

Write High-Impact Messages: Breaking through the Clutter

Use block paragraphs Single spacing Double space between paragraphs Do not indent the first sentence

Block paragraphs create a more organized look Headings are a label Bulleted lists engage your reader

Social Media as a Business Communication Tool

• New social media tools are constantly being introduced• Companies should focus their efforts on the top tools• Social media tools should be compared and evaluated like any

other channel Many-to-many communications One-to-many communications

• Successful companies using social media: Disney CNN American Express

• Companies are using social media for brand web pages, company blogs, webinars and product reviews

Ten Tips for Excellent Email

Consider both your primary and secondary readers Keep it short Don’t forget to proofread Use standard writing Avoid attachments Don’t assume privacy Respond promptly to emails Assume the best Create a compelling subject line Think before you write, and think again before you send!

In 2010, email use by 12 – 17 year olds

dropped 59%, due to the increasing

popularity of social networking sites.

Source: Briefing, Time magazine, February 21, 2011, page 19

Successful Verbal Presentations: Hook ’Em and Reel ’Em In!

The Opening

• An interesting or startling statistic

• Audience involvement

• A compelling story or anecdote

• A relevant simile or metaphor

• Engaging questions

Successful Verbal Presentations: Hook ’Em and Reel ’Em In!

The Body• Introduce key points• Include statistics, data, expert quotes

The Close• Summarize key points• Verbally signal your conclusion

Questions• Indicate time for questions• Be prepared

Visual Aids• Increase retention• PowerPoint is only a tool

Handling Nerves• Use your nervousness (adrenalin)• Mitigate anxiety

Google Presentations

• Google Presentations is quickly gaining ground over Microsoft PowerPoint

• Google Presentations is a “cloud” application Free and not on your computer Access from Google Account Access from anywhere with a web connection

• It does not have all the features of PowerPoint• There may be security worries• Long-term, cloud computing is much more green and

very convenientSource: Bringing the cloud with you by Philip Tucker, March 31, 2008, Google Docs Blog, http://googledocs.blogspot.com/2008/03/bringing-cloud-with-you.html, accessed February 13, 2009; Living in the Clouds by Brian Braiker, June 10, 2008, Newsweek website, http://www.newsweek.com/id/140864, accessed February 13, 2009; Comparing Google Docs with competing cloud computing applications by Michael Miller, February 9, 2009, InformIT website, http://www.informit.com/articles/article.aspx?p=1323244&seqNum=3, accessed February 13, 2009.

Handling Nerves

• Send yourself positive messages

• Take ten, slow, deep breaths

• Take a sip of water to loosen your throat muscles

• Pick a friendly face or two in the audience, and imagine yourself speaking only to them

• Remind yourself that the audience wants you to succeed

Ten Tips for Dynamic Delivery

PRACTICE! Know your material, but never memorize Look at your audience at least 50% of the time Vary your voice, expression, and body language Use selective notes Stick to your allotted time Slow down and listen to yourself Don’t apologize (unless you really did something wrong!) Remember to use natural gestures PRACTICE!

Looking Back

• Why is excellent business communication important?

• What are the key elements of nonverbal communication?

• What are the different communication channels and what makes them effective?

• How do you choose the right words for effective communication?

• How do you compose effective business memos, letters and emails?

• How do you deliver successful verbal presentations?