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EFFECTIVE COMMUNICATION
Achieving Success Through Effective
Business Communication
1. Learn why communication matters
2. Identify skills today’s employers expect
3. Learn the audience-centered approach
4. Assess the communication process
5. Review communication technology
6. Explore ethical communication
LEARNING OBJECTIVES
UNDERSTANDING WHY COMMUNICATION MATTERS
CAREER SUCCESS
6
COMMUNICATION AND YOUR COMPANY
7
COMMUNICATION AND YOUR COMPANY
• Practical• Factual• Clear• Concise• Persuasive
8
EFFECTIVE COMMUNICATION
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 9
SUMMARY OF DISCUSSION
COMMUNICATING IN TODAY’S GLOBAL BUSINESS ENVIRONMENT
Globalization and diversity
Business information value
Pervasiveness of technology
Organizational structures
Growing reliance on teamwork
UNIQUE CHALLENGES OF BUSINESS COMMUNICATION
12
GLOBALIZATION AND DIVERSITY
Business communication
Business Information Value
Competitiveinsights
Customerneeds
Regulationsand
guidelines
Knowledge workers
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 14
PERVASIVE TECHNOLOGY
Technical expertise
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 15
ORGANIZATIONAL STRUCTURES AND LEADERSHIP STYLES
Tall Flat
NetworkMatrix
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 16
RELIANCE ON TEAMWORK
Communication dynamics
Organizational skills
Information and ideas
Active listening
Communication diversity
Communication technology
WHAT EMPLOYERS EXPECT
Writing and speaking skills
Business etiquette
Ethical communication
Time management
Lifelong learning
WHAT EMPLOYERS EXPECT
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 19
ORGANIZATIONAL CONTEXT
Chapter 1 - 20
CENTER ON AUDIENCE
• Audience focus
• Emotional intelligence
• “You” attitude
• Business etiquette
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 21
SUMMARY OF DISCUSSION
EXPLORING THE COMMUNICATION PROCESS
THE COMMUNICATION MODEL
THE COMMUNICATION MODEL
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 25
EXTERNAL BARRIERS
Noise anddistractions
Competingmessages
Messagefiltering
Channelbreakdowns
AUDIENCE MINDSET
• Receiving
• Decoding
• Responding
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 27
SOCIAL COMMUNICATION MODEL
SocialTraditional
Interactive
Conversational
Participative
Scripted
One-Way
Directive
BUSINESS COMMUNICATION 2.0 MODEL
Traditionalapproach
Social mediaapproach
Hybridmethod
Strategicplans Policies Customer
supportProjectupdates
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 29
SUMMARY OF DISCUSSION
USING TECHNOLOGY TO IMPROVE BUSINESS COMMUNICATION
MAINTAIN PERSPECTIVE
Businesstools
Businessvalue
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 32
GUARD AGAINST PROBLEMS
Informationoverload
Technologyaddiction
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
PRODUCTIVE USE OF TECHNOLOGY
• Policies• Guidelines• Training
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 34
RECONNECT WITH PEOPLE
Face-to-facecontact
Telephoneconversations
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 35
SUMMARY OF DISCUSSION
COMMITTING TO ETHICAL AND LEGAL COMMUNICATION
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 37
UNETHICAL COMMUNICATION
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 38
UNETHICAL COMMUNICATION
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 39
ETHICAL QUESTIONS
Ethical dilemma
Ethical lapse
Ethical Communication
Promotions andcontracts
Employmentmessages
Intellectualproperty
Financialreporting
Defamation Transparency
Legal Communication
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 42
SUMMARY OF DISCUSSION
