Bovee Bct10 Student 01

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1

Achieving Success Achieving Success Through Effective Through Effective

Business Business CommunicationCommunication


Learning ObjectivesLearning 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


Learning ObjectivesLearning 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


Getting Ready for Business Getting Ready for Business Communication 2.0Communication 2.0

• Traditional model

– Broadcasting and publishing

• Social model

– Interaction and conversation

• Hybrid model

– Social model and traditional model


Achieving Success TodayAchieving Success Today

• Information and meaning between

senders and receivers

–Written

– Spoken

– Electronic

– Visual


Communication BenefitsCommunication Benefits

• Stronger decision making

• Faster problem solving

• Earlier warning of potential problems

• Increased productivity and lower costs

• Stronger business relationships


Communication BenefitsCommunication Benefits

• Clear persuasive marketing messages

• Enhanced professional images

• Greater employee engagement

• Better financial results

• Stronger connection with stakeholders


Forms of CommunicationForms of Communication

• Internal– Formal: upward, downward, horizontal

– Informal: the grapevine

• External– Formal: marketing and public relations

– Informal: industry gatherings and social networking


Effective CommunicationEffective Communication

• Practical information

• Factual information

• Concise, efficient information

• Clear expectations and responsibilities

• Persuasion and recommendations


What Employers ExpectWhat Employers Expect

• Organizing ideas and information

• Expressing ideas and information

• Listening actively to others

• Communicating with diverse groups

• Using communication technology


What Employers ExpectWhat Employers Expect

• Writing and speaking effectively

• Adapting to audiences and situations

• Applying business etiquette

• Communicating ethically

• Managing time and resources


Challenges of Business Challenges of Business

CommunicationCommunication

• Globalization and diversity

• Information value

• Pervasiveness of technology

• Evolving organizational structures

• Reliance on teamwork


Globalization Globalization

and Workforce Diversityand Workforce Diversity

• Opportunities and challenges

– Products and markets

– Business partnerships

–Workers and executives


Increasing Value of Increasing Value of

Business InformationBusiness Information

• Knowledge workers

– Competitive insights

– Customer needs

– Regulations and guidelines


Pervasive TechnologyPervasive Technology

• Communication

• Skill requirements

• Competitive advantage


Organizational EvolutionOrganizational Evolution

• Tall structures

• Flatter structures

• Flexible structures

• Corporate cultures


Reliance on TeamworkReliance on Teamwork

• Business usage

• Complex dynamics

• Communication skills


Effective CommunicationEffective Communication

• Connect with the audience

• Minimize communication barriers

• Use audience-centered approach

• Improve communication skills

• Provide constructive feedback

• Observe business etiquette


Connect with the Connect with the

AudienceAudience• Communication process

• Communication barriers

• Mind of the audience


Communication ProcessCommunication Process

1. Sender has an idea

2. Sender encodes the idea

3. Sender produces the message

4. Sender transmits the message


Communication ProcessCommunication Process

5. Audience gets the message

6. Audience decodes the message

7. Audience responds to the message

8. Audience provides feedback


Communication BarriersCommunication Barriers

• Noise and distractions

• Competing messages

• Filtering of messages

• Channel breakdowns


The Mind of the The Mind of the

AudienceAudience• Business messages

– Receiving

– Decoding

– Responding


Receiving MessagesReceiving Messages

• Consider audience expectations

• Ensure ease of use

• Emphasize familiarity

• Practice empathy

• Design for compatibility


Decoding MessagesDecoding Messages

• Cultural issues

• Individual beliefs and biases

• Language differences

• Thinking styles


Responding to Messages Responding to Messages

• Memory

• Ability

• Motivation


Minimize DistractionsMinimize Distractions

• Use common sense

• Be courteous

• Respect personal differences

• Limit distractions

• Acknowledge emotions

• Anticipate reactions


Adopting an Audience-Adopting an Audience-Centered ApproachCentered Approach

• The “You” attitude

– Focus on your audience

– Care about your audience

• Emotional intelligence

– Learn about your audience

– Relate to your audience


Build Communication Build Communication SkillsSkills

• On-the-job training

• Communication classes


Giving and Responding to Giving and Responding to FeedbackFeedback

• Constructive feedback

– Process focused

– Outcome focused

• Destructive feedback

– Personal attacks

– Unclear guidelines


Etiquette in Business Etiquette in Business

• Respect

• Courtesy

• Common sense


Communication Communication

TechnologyTechnology• Maintaining perspective

• Avoiding information overload

• Using technology productively

• Reconnecting with people


Ethical CommunicationEthical Communication

• True in every sense

• Includes relevant information

• Not deceptive in any way


Unethical Unethical CommunicationCommunication

• Committing plagiarism

• Omitting essential information

• Selective misquoting

• Misrepresenting numbers

• Distorting visuals

• Ignoring privacy or security


Recognizing Ethical Recognizing Ethical IssuesIssues

• Ethical dilemma

– Stakeholders: conflicting loyalties and

difficult tradeoffs

• Ethical lapse

– Business pressures: illegal and

unethical choices


Making Ethical ChoicesMaking Ethical Choices

• Individual employees

• Corporate management

• Policies and structures


General Ethical General Ethical GuidelinesGuidelines

• 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?


Legal and Ethical Legal and Ethical BehaviorBehavior

• Promotions

• Contracts

• Employment

• Intellectual property

• Financial reporting

• Defamation

Documents

Bovee Bct10 Student 01