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How to use this book! Chapter outlines, learning objectives, and
headings all provide previews of thecontents. They can give you hooks on
which to hang the information you arereading.
! Examples of written documents provide
illustrations of effective and ineffective
communications. Comment in red ink
highlight problems; those in blue ink noteeffective practices
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How to use this book! Words & phrases in bold are defined in
the glossaryat the end of the book.
!
Sidebarsprovide workplace examplesofideas discussed in the text. They arecategorizedfor you bythe iconsthat
appear beside them.o On-the-job examples have flip chart icons.
o
Ethics & legal examples have scale icons.
o Technology examples have laptop icons.
o International examples have globe icons.
o Fun examples have balloon icons.
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How to use this book! Chapter summaries at the end of each
chapter, and reviews questions at thebeginning of each set of chapter exercises,
help you review the chapters for retention.
! The last problem in each set of chapter
exercises is an ongoing case to provide youwith a richer context for problem solving. Itinvolves the home store chain Mosaic &
various characters: Yvonne, Demetri, andSarah (Three main characters)
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Succeeding in Business
Communication andManagement
!Types
!
Purposes!Audiences
!
Benefits and Costs
!
Criteria
!Goodwill
!
Conventions!Analysis
!
Problem Solving
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1. The Nature of Communication
! What is Communication?
! Is Communication a natural process?
!
Can it be learned/improved?! Am I a good Communicator?
! If yes, why? If no, why?
! Is Communicating easy?
!
Do I enjoy Communicating? If yes, why? If
no, why?
! Who do I communicate?
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Definition!Communication is the major
way we influence the behavior
of others!Communication is the
transmission of a message
between two or more people
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Six Major Variables in the
Communication Process1. The Sender/Encoder
2. The Message
3.
The Channel
4. The Receiver/Decoder
5.
Perception6. Feedback
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! Interpersonal barriers: problems with the
climate of the relationship, values held,and negative attitudes held by the
participants.
! Individualbarriers: problems with individual
competencies to think and act, which
would include physical ailments or
handicaps, and problems with individual
skills in receiving and transmittinginformation, which would include poor
listening and reading skills and
psychological consideration
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! Economic, geographic, and temporal
barriers: problems with time and dollar
costs, different locations, and the effects of
time upon reception of the message.
! Channelandmediabarriers: problems that
confront the issue of how to bestcommunicate a message. (For example, it
is best to transmit a message face to face
rather than in writing?)
! Technological barriers: problems with too
much information for the capacity of the
recipient.
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Types of Communication! Verbal
! Face-to-face
!
Phoneconversations
! Informal meetings
! Presentations
!
E-mail messages
! Web sites
! Nonverbal
! Computer graphics
!
Company logos!
Smiles
! Size of an office
! Location of people
at meetings
1-24
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Essentials to cover for Chapter 1! Communicationhelps organizations and
the peoplein them achieve their goals. The
ability to write and speak well becomesincreasingly importantas people rise in an
organization.
!
People put things in writing to create arecord, to convey complex data, to makethings convenient for the reader, to save
money, and to convey their own message
more effectively.
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Essentials to cover for Chapter 1! Internal messages go to people inside
the organization. External messages
go to audience outside: clients,customers, suppliers, stockholders,
the government, the media, and the
general public.
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Succeeding against the Odds! Communication skills as a technique
of survival.
!
Had to communicate or die.!Among other things, if we want to
communicate with employees,
managers, and even competitors we
must ask ourselves not what we
want but what they want.
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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 (multiple purposes)
1-29
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Audiences! Internal
! People inside organization
!
Ex: subordinates, superiors, peers! External
! People outside organization
! Ex: customers, suppliers, distributors,
unions, stockholders, potentialemployees, government agencies, the
press & the general public.
1-30
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Figure 1.2.Example of External Audiences
CompetitorsTrade assns.
Distributors
WholesalersFranchiseesRetailersAgents
Legislators
Gov.
Employmentagencies
CustomersClients
StockholdersInvestors
Lenders
Subsidiaries
Suppliers
Media
Foreigngovernmentsand offices
CourtsSpecial interest
groups
General publicPotentialemployees,stockholders,customers
Professional servicesUnions
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Internal Documents produced in
one organization
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External Documents produced in
one organization
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Definition of '10-K
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Benefits and Costs! Effective communication
! Saves time
!
Makes efforts more effective! Communicates points more clearly
! Builds goodwill
! Poor communication
!
Wastes time! Wastes efforts
! Loses goodwill
! Creates legal problems
1. Stiff,legallanguage2. Selfishtone3. Mainpointburied4. Vaguerequests5. Misusedwords
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Criteria for Effective Messages! Clear
! Complete
!
Correct
! Saves receivers time
! Builds goodwill
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Goodwill = Positive Image
!A goodwill message
! Presents positive image of
communicators and theirorganization
! Treats audience as a person,
not a number
!
Cements good relationshipbetween audience and
communicator 4321-37
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Fastest Ways to Lose Goodwill! Use improper courtesy titles
! Employ bureaucratic and legalistic
language! Convey a selfish tone
! Bury the main point
!
Make a vague request! Misuse or misspell words
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Further References
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In many Western society! NOTmaintain goodeyecontact is
regarded as being suspiciousor shiftycharacter
Americans!Avoidingeyecontactis regarded as
unfriendly, insecure, untrustworthy,
inattentiveand impersonal.
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In Japan!
Loweringones eyeswhen speaking to a
superioris a gesture of respect
In Great Britain! To show politeness, the English are taughtto pay strictattentionto a speaker, to
listencarefully, and to blinkhis eyesto let
the speaker know he or she has beenunderstoodas well as heard.
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In China!
Chinese persons widenedeyesas an
expression of astonishmentinstead of as a
danger signal.
In Africa! In Nigeria, having longerlookingtime, but
prolongedeyecontact from an individual
of lowerstatusis considered disrespectful.
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Class activities:
! Before receiving a visitor from a foreign
country or before travelling abroad you
need to think about the cultural issues that
may affect the relationship.! Suggest some basic research that you should do
before receiving your visitor, or before travelling.
What issues should you think about?
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Before meeting business partners and fellowprofessional from other countries, you couldfind out about their country:
! Political situation
! Cultural and regional differences
! Religion
!
The role of women in business and in society as awhole
! Transportation and telecommunication system
! The economy
!
The main companies! The main imports and exports
! The market for the industrial sector which interests you
! competitors
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You might also want to find out:
! Which topics are safe for small talk
! Which topic are best avoided
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If you are going to visit anothercountry, find out about:
! The conventions regarding socializing
!Attitudes toward foreigners
!
Attitude towards gifts
! The extent to which public, business and
private lives are mixed or are kept separate
!
Conventions regarding food and drink
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You might also like to find out about
!
The weather at the relevant time of the year
! Public holidays
! The conventions regarding working hours
!
Leisure interests
! Tourism
! Dress
!
Body language
! language
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! Introducing someone
This is He/Shes my Personal Assistant
Can I introduce you to He/Shes our (Project Manager).Id like to introduce you to
! Meeting someone and small talk
Please to meet you.
Its a pleasure.How was your trip? Did you have a good flight/trip/journey?
How are things in (London)?
How long are you staying in (New York)?
I hope you like it.Is your hotel comfortable?
Is this your first visit to (Berlin)?
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! Offering assistance
Can I get you anything?Do you need anything?
Would you like a drink?
If you need to use a phone or fax,please say.
Can we do anything for you?
Do you need a hotel/taxi/any travel
information etc.?
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!Asking for assistance
There is one thing I need Could you get me
Could you book me a car/taxi/hotel ?
Could you help me arrange a flight to ?
Can you recommend a good restaurant?
Id like to book a room for tomorrow night.Can you recommend a hotel?
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THANK YOU!