Achieving Success Through Effective Business Communication

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Achieving Success in Todays Competitive Environment

Competing for jobs Winning customers
Writing Speaking Listening Adapting

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Essence of Communication....
Sharing...providing data, information and insights In an exchange that benefits both you and the people with whom you are communicating When communication breaks down...the results can be anything from time wasting to tragic
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Effective Communication
Faster decision making and problem solving Earlier warning of potential problems Improved productivity and work flow Stronger business relationships

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Effective Communication
Stronger marketing messages Enhanced professional image Lower turnover and higher employee retention Better results and higher returns for investors
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What Employers Expect

Organizing ideas and information Expressing ideas and information Listening effectively Communicating with people from diverse backgrounds

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What Employers Expect

Using communication technologies Delivering high-quality speaking and writing Practicing business etiquette Communicating ethically

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Characteristics of Effective Messages

Practical information Factual information Concise, efficient information Clear expectations and responsibilities Persuasive arguments and recommendations
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Organizational Communication
Internal communication External communication Formal communication Informal communication

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Communicating in Business
Forms of Communication
Internal
F o r m a Planned communication among insiders(such as memos, reports, email, IMs, executive blogs, conference calls, presentation) that follows the companys chain of command

External
Planned communication with outsiders ( such as letters, reports, speeches, websites, IMs and news releases, advertising and executive blogs)

l
I n f o r m a l

Casual communication with Casual communication among suppliers, customers, investors employees(such as email, faceand other outsiders (such as faceto-face, conversation, phone to-face conversations, email, calls, team blogs and wikis) CORPRET FOX, IMs, phone that do not followCo- Confidential, All Rights Reserved calls and customer the support blogs companys chain of command

Internal Communication
Formal communication network
Upward Downward Horizontal

Informal communication network

The grapevine Unofficial lines of power
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External Communication
Formal contacts
Marketing Public relations

Informal contacts
Industry gatherings Social networking
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Why Is Business Communication Unique?

Globalization and diversity Information value Pervasiveness of technology Reliance on teamwork New corporate structures Communication barriers
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Increasing Value of Business Information

Knowledge workers
Competitive insights Customer needs Regulations and guidelines

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Globalization and Workforce Diversity

Globalization
Market products Partner with businesses Employ workers and executives

Workforce diversity
Communication challenges Competitive advantages
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Pervasive Technology
Voice systems Virtual agents Mobile communication Networking advances

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Evolution of Organizational Structures

Tall structures Flatter structures Flexible structures Corporate cultures( mixture of values, traditions, habits that contribute to the atmosphere and peronality of the company)
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Reliance on Teamwork
Full-time assignments Temporary projects Communication challenges

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Effective Communication
Connect with the audience Minimize communication barriers Use audience-centered approach Improve communication skills Provide constructive feedback Observe business etiquette
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Connect with the Audience

The communication process Barriers to communication Inside the mind of the audience

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The Communication Process

1. Sender has an idea 2. Sender encodes the idea as a message 3. Sender produces the message in a transmittable medium(form) 4. Sender transmits the message through a channel (delivery system) 5. Audience gets the message 6. Audience decodes the message 7. Audience responds to the message 8. Audience provides feedback to sender
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Communication Barriers
Noise and distractions (multitasking) Competing messages ( information overload) Filtering of messages(spam) Channel breakdowns
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The Mind of the Audience

Receiving messages Decoding messages Responding to messages

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Receiving Messages
Consider audience expectations Ensure ease of use Emphasize familiarity Practice empathy Design for compatibility

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Decoding Messages
Cultural issues Individual beliefs- perception/ selective perception Language differences Thinking styles-logic, emotion, intution

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Responding to Messages
Memory- sensory memory, long-term memory and retrival Ability Motivation

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Minimizing Distractions
Use common sense Be courteous Respect personal differences Insulate yourself Avoid unnecessary messages Prioritize messages Recognize your feelings Anticipate emotional reactions
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Audience-Centered Approach
The you attitude
Focus on your audience Care about your audience

Emotional intelligence
Learn about your audience Relate to your audience

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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
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Giving and Responding to Feedback

Constructive feedback
Process focused Outcome focused

Destructive feedback
Personal attacks Unclear guidelines

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Observe Business Etiquette

Respect Courtesy Common sense

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Communication Technology
Maintaining perspective Improving productivity Reconnecting with people

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Ethical Communication
Includes relevant information Is true in every sense Not deceptive in any way Ethics-Knowing the difference between what you have a right to do and what is the right thing to do.(Potter Stewart)
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Unethical Communication
Plagiarism Selective misquoting Misinterpreting numbers Distorting visuals

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Ethical Dilemmas vs. Lapses

Ethical dilemma
Stakeholders
Conflicting loyalties Difficult tradeoffs

Ethical lapse
Business pressures
Illegal choices Unethical choices
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Ensuring Ethical Communication

Individual employees Corporate leadership Policies and structures

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Ensuring Legal Communication

Promotions Contracts Employment Intellectual property Financial reporting Defamation- libel & slander
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