Achieving Success Through Effective Business Communication

Achieving Success
Through Effective
Business
Communication
Copyright 2010 Pearson Education International
Chapter 1 - 1
Learning Objectives
Explain how the business communication 2.0
concept is transforming the practice of
business communication
Describe five characteristics of effective
business communication
Describe six strategies for communicating
more effectively on the job
Chapter 1 - 2
Learning Objectives
Explain what an audience must do to receive,
decode, and respond to messages
Explain four strategies for the effective use
of communication technology
Discuss the importance of ethics in business
communication and differentiate between
ethical dilemmas and ethical lapses
Chapter 1 - 3
Getting Ready for Business

Communication 2.0
Traditional model
Broadcasting and publishing
Social model
Interaction and conversation
Hybrid model
Social model and traditional model
Chapter 1 - 4
Achieving Success Today

Information and meaning between
senders and receivers
Written
Spoken
Electronic
Visual
Chapter 1 - 5
Communication Benefits
Stronger decision making
Faster problem solving
Earlier warning of potential problems
Increased productivity and lower costs
Stronger business relationships
Chapter 1 - 6
Communication Benefits
Clear persuasive marketing messages
Enhanced professional images
Greater employee engagement
Better financial results
Stronger connection with stakeholders
Chapter 1 - 7
Forms of Communication
Internal
Formal: upward, downward, horizontal
Informal: the grapevine
External
Formal: marketing and public relations
Informal: industry gatherings and social
networking
Chapter 1 - 8
Effective Communication
Practical information
Factual information
Concise, efficient information
Clear expectations and responsibilities
Persuasion and recommendations
Chapter 1 - 9
What Employers Expect

Organizing ideas and information
Expressing ideas and information
Listening actively to others
Communicating with diverse groups
Using communication technology
Chapter 1 - 10
What Employers Expect

Writing and speaking effectively
Adapting to audiences and situations
Applying business etiquette
Communicating ethically
Managing time and resources
Chapter 1 - 11
Challenges of Business
Communication
Globalization and diversity
Information value
Pervasiveness of technology
Evolving organizational structures
Reliance on teamwork
Chapter 1 - 12
Globalization
and Workforce Diversity
Opportunities and challenges
Products and markets
Business partnerships
Workers and executives
Chapter 1 - 13
Increasing Value of
Business Information
Knowledge workers
Competitive insights
Customer needs
Regulations and guidelines
Chapter 1 - 14
Pervasive Technology
Communication
Skill requirements
Competitive advantage
Chapter 1 - 15
Organizational Evolution
Tall structures
Flatter structures
Flexible structures
Corporate cultures
Chapter 1 - 16
Reliance on Teamwork
Business usage
Complex dynamics
Communication skills
Chapter 1 - 17
Effective Communication
Connect with the audience
Minimize communication barriers
Use audience-centered approach
Improve communication skills
Provide constructive feedback
Observe business etiquette
Chapter 1 - 18
Connect with the

Audience
Communication process
Communication barriers
Mind of the audience
Chapter 1 - 19
Communication Process
1. Sender has an idea
2. Sender encodes the idea
3. Sender produces the message
4. Sender transmits the message
Chapter 1 - 20
Communication Process
5. Audience gets the message
6. Audience decodes the message
7. Audience responds to the message
8. Audience provides feedback
Chapter 1 - 21
Communication Barriers
Noise and distractions
Competing messages
Filtering of messages
Channel breakdowns
Chapter 1 - 22
The Mind of the

Audience
Business messages
Receiving
Decoding
Responding
Chapter 1 - 23
Receiving Messages
Consider audience expectations
Ensure ease of use
Emphasize familiarity
Practice empathy
Design for compatibility
Chapter 1 - 24
Decoding Messages
Cultural issues
Individual beliefs and biases
Language differences
Thinking styles
Chapter 1 - 25
Responding to Messages
Memory
Ability
Motivation
Chapter 1 - 26
Minimize Distractions
Use common sense
Be courteous
Respect personal differences
Limit distractions
Acknowledge emotions
Anticipate reactions
Chapter 1 - 27
Adopting an AudienceCentered Approach

The You attitude
Focus on your audience
Care about your audience
Emotional intelligence
Learn about your audience
Relate to your audience
Chapter 1 - 28
Build Communication
Skills
On-the-job training
Communication classes
Chapter 1 - 29
Giving and Responding to

Feedback
Constructive feedback
Process focused
Outcome focused
Destructive feedback
Personal attacks
Unclear guidelines
Chapter 1 - 30
Etiquette in Business
Respect
Courtesy
Common sense
Chapter 1 - 31
Communication
Technology
Maintaining perspective
Avoiding information overload
Using technology productively
Reconnecting with people
Chapter 1 - 32
Ethical Communication
True in every sense
Includes relevant information
Not deceptive in any way
Chapter 1 - 33
Unethical
Communication
Committing plagiarism
Omitting essential information
Selective misquoting
Misrepresenting numbers
Distorting visuals
Ignoring privacy or security
Chapter 1 - 34
Recognizing Ethical
Issues
Ethical dilemma
Stakeholders: conflicting loyalties and
difficult tradeoffs
Ethical lapse
Business pressures: illegal and
unethical choices
Chapter 1 - 35
Making Ethical Choices

Individual employees
Corporate management
Policies and structures
Chapter 1 - 36
General Ethical
Guidelines
Have you defined the situation?
Why are you communicating?
What impact will your message have?
What good or harm will be achieved?
Will your assumptions change?
Can you live with the decision?
Chapter 1 - 37
Legal and Ethical

Behavior
Promotions
Contracts
Employment
Intellectual property
Financial reporting
Defamation
Chapter 1 - 38

Achieving Success Through Effective Business Communication

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Achieving Success Through Effective Business Communication

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Achieving Success

Copyright 2010 Pearson Education International

Getting Ready for Business

Achieving Success Today

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

What Employers Expect

Copyright 2010 Pearson Education International

What Employers Expect

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Connect with the

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

The Mind of the

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Adopting an AudienceCentered Approach

Copyright 2010 Pearson Education International

Giving and Responding to

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Copyright 2010 Pearson Education International

Making Ethical Choices

Copyright 2010 Pearson Education International

Legal and Ethical

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