Achieving Success Through Effective Business Communication Prentice Hall

Achieving Success Through Effective Business Communication © Prentice Hall, 2008 Business Communication Today, 9 e 1

Achieving Success in Today’s Competitive Environment • Competing for jobs • Winning customers – Writing – Speaking – Listening – Adapting © Prentice Hall, 2008 Business Communication Today, 9 e 2

Effective Communication • Faster decision making and problem solving • Earlier warning of potential problems • Improved productivity and work flow • Stronger business relationships © Prentice Hall, 2008 Business Communication Today, 9 e 3

Effective Communication • Stronger marketing messages • Enhanced professional image • Lower turnover and higher employee retention • Better results and higher returns for investors © Prentice Hall, 2008 Business Communication Today, 9 e 4

What Employers Expect • Organizing ideas and information • Expressing ideas and information • Listening effectively • Communicating with people from diverse backgrounds © Prentice Hall, 2008 Business Communication Today, 9 e 5

What Employers Expect • Using communication technologies • Delivering high-quality speaking and writing • Practicing business etiquette • Communicating ethically © Prentice Hall, 2008 Business Communication Today, 9 e 6

Characteristics of Effective Messages • Practical information • Factual information • Concise, efficient information • Clear expectations and responsibilities • Persuasive arguments and recommendations © Prentice Hall, 2008 Business Communication Today, 9 e 7

Organizational Communication • • Internal communication External communication Formal communication Informal communication © Prentice Hall, 2008 Business Communication Today, 9 e 8

Internal Communication • Formal communication network – Upward – Downward – Horizontal • Informal communication network – The grapevine – Unofficial lines of power © Prentice Hall, 2008 Business Communication Today, 9 e 9

External Communication • Formal contacts – Marketing – Public relations • Informal contacts – Industry gatherings – Social networking © Prentice Hall, 2008 Business Communication Today, 9 e 10

Why Is Business Communication Unique? • Globalization and diversity • Information value • Pervasiveness of technology • Reliance on teamwork • New corporate structures • Communication barriers © Prentice Hall, 2008 Business Communication Today, 9 e 11

Globalization and Workforce Diversity • Globalization – Market products – Partner with businesses – Employ workers and executives • Workforce diversity – Communication challenges – Competitive advantages © Prentice Hall, 2008 Business Communication Today, 9 e 12

Increasing Value of Business Information • Knowledge workers – Competitive insights – Customer needs – Regulations and guidelines © Prentice Hall, 2008 Business Communication Today, 9 e 13

Pervasive Technology • Voice systems • Virtual agents • Mobile communication • Networking advances © Prentice Hall, 2008 Business Communication Today, 9 e 14

Evolution of Organizational Structures • Tall structures • Flatter structures • Flexible structures • Corporate cultures © Prentice Hall, 2008 Business Communication Today, 9 e 15

Reliance on Teamwork • Full-time assignments • Temporary projects • Communication challenges © Prentice Hall, 2008 Business Communication Today, 9 e 16

Effective Communication • Connect with the audience • Minimize communication barriers • Use audience-centered approach • Improve communication skills • Provide constructive feedback • Observe business etiquette © Prentice Hall, 2008 Business Communication Today, 9 e 17

Connect with the Audience • The communication process • Barriers to communication • Inside the mind of the audience © Prentice Hall, 2008 Business Communication Today, 9 e 18

The Communication Process 1. Sender has an idea 2. Sender encodes the idea 3. Sender produces the message 4. Sender transmits the message 5. Audience gets the message 6. Audience decodes the message 7. Audience responds to the message 8. Audience provides feedback to sender © Prentice Hall, 2008 Business Communication Today, 9 e 19

Communication Barriers • Noise and distractions • Competing messages • Filtering of messages • Channel breakdowns © Prentice Hall, 2008 Business Communication Today, 9 e 20

The Mind of the Audience • Receiving messages • Decoding messages • Responding to messages © Prentice Hall, 2008 Business Communication Today, 9 e 21

Receiving Messages • • • Consider audience expectations Ensure ease of use Emphasize familiarity Practice empathy Design for compatibility © Prentice Hall, 2008 Business Communication Today, 9 e 22

Decoding Messages • • Cultural issues Individual beliefs Language differences Thinking styles © Prentice Hall, 2008 Business Communication Today, 9 e 23

Responding to Messages • Memory • Ability • Motivation © Prentice Hall, 2008 Business Communication Today, 9 e 24

Minimizing Distractions • • Use common sense Be courteous Respect personal differences Insulate yourself Avoid unnecessary messages Prioritize messages Recognize your feelings Anticipate emotional reactions © Prentice Hall, 2008 Business Communication Today, 9 e 25

Audience-Centered Approach • The “you” attitude – Focus on your audience – Care about your audience • Emotional intelligence – Learn about your audience – Relate to your audience © Prentice Hall, 2008 Business Communication Today, 9 e 26

Improve Communication Skills • On-the-job training • Business communication course – Planning and producing documents – Collaborating in teams – Listening effectively – Improving nonverbal communication – Communicating across cultures © Prentice Hall, 2008 Business Communication Today, 9 e 27

Giving and Responding to Feedback • Constructive feedback – Process focused – Outcome focused • Destructive feedback – Personal attacks – Unclear guidelines © Prentice Hall, 2008 Business Communication Today, 9 e 28

Observe Business Etiquette • Respect • Courtesy • Common sense © Prentice Hall, 2008 Business Communication Today, 9 e 29

Communication Technology • Maintaining perspective • Improving productivity • Reconnecting with people © Prentice Hall, 2008 Business Communication Today, 9 e 30

Ethical Communication • Includes relevant information • Is true in every sense • Not deceptive in any way © Prentice Hall, 2008 Business Communication Today, 9 e 31

Unethical Communication • Plagiarism • Selective misquoting • Misinterpreting numbers • Distorting visuals © Prentice Hall, 2008 Business Communication Today, 9 e 32

Ethical Dilemmas vs. Lapses • Ethical dilemma – Stakeholders • Conflicting loyalties • Difficult tradeoffs • Ethical lapse – Business pressures • Illegal choices • Unethical choices © Prentice Hall, 2008 Business Communication Today, 9 e 33

Ensuring Ethical Communication • Individual employees • Corporate leadership • Policies and structures © Prentice Hall, 2008 Business Communication Today, 9 e 34

Ensuring Legal Communication • • • Promotions Contracts Employment Intellectual property Financial reporting Defamation © Prentice Hall, 2008 Business Communication Today, 9 e 35