Business Communication

Communication Today
Today

Chapter 1
Professional Communication in a Digital,
Social, Mobile World

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 1

 Learning Objectives
1. Explain the importance of effective
communication to your career and the
companies where you will work.
2. Explain what it means to communicate as a
professional in a business context.
3. Describe the communication process model
and the ways social media are changing the
nature of business communication.
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 2
 Learning Objectives
4. Outline the challenges and opportunities of
mobile communication in business.
5. List four general guidelines for using
communication technology effectively.
6. Define ethics, explain the difference
between an ethical dilemma and an ethical
lapse, and list six guidelines for making
ethical communication choices.
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 3
 Understanding Why
Understanding Why
Communication Matters
Communication Matters
(LO 1.1) Explain the importance of effective
communication to your career and to the
companies where you will work.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 4

 Communication Is important
for Your Career
Freelancers
Freelancers Executives
Executives Entrepreneurs
Entrepreneurs

Clarity
Clarity Persuasion
Persuasion

Writing
Writing Listening
Listening Speaking
Speaking

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 5

 Communication Is Important

•Closer Marketplace Ties

For Your Company

• Opportunities for Influence

• Better Productivity and Problem Solving

• Better Financial Returns and Results

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 6
 Communication Is Important

•Earlier Warning of Potential Problems

For Your Company

• Stronger, More Timely Decision Making

• Clear, Persuasive Marketing Messages

• Increased Employee Engagement

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 7
 What Makes Business
Communication Effective?
• Provide practical information.
• Give facts, not vague impressions.
• Deliver information concisely and
efficiently.
• Clarify expectations and responsibilities.
• Offer compelling, persuasive arguments
and recommendations.
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 8
 Summary of Discussion
• In this section, we discussed the following:
– Importance of Communication to Your Career
– Importance of Communication to Your
Company
– What Makes Business Communication
Effective?
• The next section will cover Communicating
as a Professional.
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 9
 Communicating as
Communicating as aa Professional
Professional

(LO 1.2) Explain what it means to

communicate as a professional in a
business context.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 10

 What Is Professionalism?

Excellence Teamwork

Ethical Behavior Accountability

Etiquette Positive Attitude

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 11
 Understanding What
Employers Expect From You
•OrganizationalSkills
•Organizational Skills

•Coherenceand
•Coherence andPersuasion
Persuasion

•ActiveListening
•Active ListeningSkills
Skills

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 12

 Understanding What
Employers Expect From You

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 13

 Understanding What
Employers Expect From You
•BusinessEtiquette
•Business Etiquette

•EthicalCommunication
•Ethical Communication

•TimeManagement
•Time ManagementSkills
Skills

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 14

 Communicating in an
Organizational Context

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 15

 Adopting an
Audience-Centered Approach

Emotional “You” Business

Intelligence Attitude Etiquette

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 16

 Summary of Discussion
• In this section, we discussed the following:
– What Is Professionalism?
– What Do Employers Expect?
– Communicating in an Organizational Context
– Adopting an Audience-Centered Approach
• The next section will cover Exploring the
Communication Process.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 17

 Exploring the
Exploring
Communication Process
Communication Process
(LO 1.3) Describe the communication process
model and the ways social media are changing
the nature of business communication.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 18

 The Basic
Communication Model
1 Sender Has an Idea

2 Sender Encodes Idea as a Message

3 Sender Produces the Message

4 Sender Transmits the Message

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 19
 The Basic
Communication Model
5 Audience Receives Sender’s Message

6 Audience Decodes the Message

7 Audience Responds to the Message

8 Audience Gives Feedback to Sender

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 20
 Barriers in the Communication
Environment

Noise and Competing

Distractions Messages

Message Channel
Filtering Breakdowns

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 21

 Inside the Mind
of Your Audience

How Audiences Receive Messages

How Audiences Receive Messages

How Audiences Decode Messages

How Audiences Decode Messages

HowAudiences
How AudiencesRespond
RespondtotoMessages
Messages

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 22

 Social Communication Model

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 23

 Social Communication Model
(in Practice)
(in Practice)

Social
Traditional Hybrid
Hybrid Media
Approach Method
Method Approach

Strategic
Strategic Customer
Customer Project
Project
Policies
Policies
Plans
Plans Support
Support Updates
Updates

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 24

 Summary of Discussion
• In this section, we discussed the following:
– The Basic Communication Model
– Barriers in the Communication Environment
– Inside the Mind of Your Audience
– The Social Communication Model
• The next section will cover The Mobile
Revolution.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 25

 The Mobile
The Mobile Revolution
Revolution

(LO 1.4) Outline the challenges and

opportunities of mobile communication in
business.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 26

 The Rise of Mobile as a
Communication Platform
• Globally, about 80% of internet users access
the web with a mobile device.
• Mobile is the primary communication tool
for many business professionals.
• About 50% of U.S. consumers use mobile
devices exclusively to search online.
• Smartphones keep people connected 24/7.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 27

 How Mobile Technologies Are
Changing Business Communication

Mobile-First Radical
Approach Connectivity

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 28

 Mobile Technology and Business
Communication Practices
• Challenges of constant connectivity
• Challenges for creating/consuming content
• Multitasking and other distractions
• Pressures on standards of writing
• Sensory and cognitive extensions

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 29

 Mobile Technology and Business
Communication Practices
• Security and privacy concerns
• Productivity and collaboration
• Assistance with business tasks
• Decision making and problem solving
• Engaging experiences for customers

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 30

 Summary of Discussion
• In this section, we discussed the following:
– The Rise of Mobile as a Communication Platform
– Mobile Technologies Are Changing Business
Communication
– Mobile Technology and Business Communication
Practices
• The next section will cover Using Technology
to Improve Business Communication.
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 31
 Using Technology
Using Technology to
to Improve
Business Communication
Business Communication
(LO 1.5) List four general guidelines for using
communication technology effectively.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 32

 Keeping Technology
in Perspective
What Help You Accomplish Tasks
Technology
Can Do Support Interpersonal Communication

What Replace Interpersonal Communication

Technology
Cannot Do Think for You or Supply Essential Skills

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 33

 Guarding Against
Information Overload
Receivers of Digital Correspondence
• Filter and prioritize all incoming messages.
• Limit the number of RSS feeds and Twitter streams.

Senders of Digital Correspondence

• Don’t send unnecessary messages.
• Don’t send “urgent” messages without justification.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 34

 Using Technological
Tools Productively
Information Technology
Information Technology Paradox
Paradox

Employee Distractions
Employee Distractions
Potential Litigation
Potential Litigation
Issues Issues
Information Security
Information Security
Corporate Reputation
Corporate Reputation
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 35
 Reconnecting with People
• Solving difficult problems
• Maintaining productive relationships
• Learning about other people
• Letting people get to know you

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 36

 Summary of Discussion
• In this section, we discussed the following:
– Keeping Technology in Perspective
– Guarding Against Information Overload and
Addiction
– Using Technological Tools Productively
– Reconnecting with People
• The next section will cover Committing to
Ethical and Legal Communication.
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 37
 Committing to Ethical
Committing Ethical and
and
Legal Communication
Legal Communication
(LO 1.6) Define ethics, differentiate between
an ethical dilemma and an ethical lapse, and
list six guidelines for making ethical
communication choices.

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 38

 Unethical Communication

Plagiarizing Ideas or Products

Omitting Essential Information

Selectively Misquoting

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 39

 Unethical Communication

Misrepresenting Numerical Data

Distorting Visual Displays

Ignoring Privacy and Security

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 40

 Distinguishing Ethical Lapses
from Ethical Dilemmas
What’s an
What’s an Ethical
Ethical What’s
What’s an
an Ethical
Ethical
Dilemma?
Dilemma? Lapse?
Lapse?
Choosing from
Choosing from Making
Making aa Choice
Choice
among Conflicting
among Conflicting That’s
That’s Clearly
Clearly
Alternatives
Alternatives Unethical
Unethical

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 41

 Ensuring Ethical Communication

• Ethical Individual Employees

• Ethical Company Leadership

• Appropriate Policies and Structures

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 42

 Ensuring Legal Communication

Promotions and Employment

Contracts Communication

Intellectual Financial
Property Reporting

Defamation Transparency

Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 43

 Summary of Discussion
• In this section, we discussed the following:
– Unethical Communication
– Distinguishing Ethical Lapses/Ethical Dilemmas
– Ensuring Ethical Communication
– Ensuring Legal Communication
• This concludes our discussion of Chapter 1:
Professional Communication in a Digital,
Social, Mobile World.
Copyright © 2016 Pearson Education Limited Chapter 1 ̶ 44