Chapter 1

Achieving Success Through Effective

Business Communication

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Learning Objectives1. Understand why communication

matters2. Define professional communication3. Assess business communication issues4. Explore the communication process5. Review communication technology6. Investigate ethical communication

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Understanding Why Communication Matters

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For Your Career

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•Pursue Ambitions•Express Ideas

For Your Company

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Marketplace Ties

Conversations and Trends

Financial Outcomes

Productivity and Problems

For Your Company

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Potential Problems

Decision Making

Employee Engagement

Marketing Messages

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Effective Communication

Chapter 1 -

•Practical•Factual•Concise•Clear•Persuasive

Summary of Discussion

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Communicating as a Professional

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What Is Professionalism?

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•Excellence•Teamwork•Ethical Behavior

What Is Professionalism?

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•Dependability•Etiquette•Positive Attitude

What Employers Expect

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Organizational Skills

Coherence and Persuasion

Active Listening Skills

What Employers Expect

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Communication DiversityCommunication TechnologyWriting and Speaking Skills

What Employers Expect

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Business Etiquette

Ethical CommunicationTime Management Skills

Communicating in an Organizational Context

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Informal Grapevine

Social Media

Interaction

Formal Horizontal

Upward

Downward

Center on Your Audience

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The “You” AttitudeEmotional Intelligence

Business Etiquette

Summary of Discussion

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Unique Challenges of Business

Communication

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Global Business

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Business Communication

Workforce Diversity

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Workplace Communication

The Value of Information

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•Competitors•Customers•Regulations

Pervasive Technology

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Technical Expertise

Organizational Structures and

Leadership Styles

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Tall Flat

NetworkMatrix

Reliance on Teamwork

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•Effective Communication•Complex Group Dynamics

Summary of Discussion

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Exploring the Communication Process

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Communication Model

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1. Sender has an idea

2. Sender encodes the idea

3. Sender produces the message

4. Sender transmits the message

Communication Model

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5. Audience receives the message

6. Audience decodes the message

7. Audience responds to the message

8. Audience provides feedback

External Barriers

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Noise andDistractions

CompetingMessages

MessageFiltering

ChannelBreakdowns

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Audience Mindset

•Receiving•Decoding•Responding

Social Communication

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Business Communication 2.0

Business Communication 1.0

“We talk, you listen” “Let’s have a conversation”

Business Communication 2.0 Model

TraditionalApproach

Social MediaApproach

HybridMethod

StrategicPlans Policies Customer

SupportProject

Updates

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Summary of Discussion

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Using Technology in Business

Communication

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Maintain Perspective

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•Getting Tasks Done•Communicating

Information Overload

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LessProductive

More Stressful

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•Policies•Guidelines•Training

Productivity Issues

Reconnect with People

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Maintaining Relationships

Solving Tough Problems

Summary of Discussion

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Committing to Ethical and Legal

Communication

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Unethical Messages

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Plagiarism

Omitting Information

Selective Misquoting

Unethical Messages

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Misrepresenting Numbers

Distorting Visuals

Privacy and Security

Ethical Questions

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•Ethical Lapse•Ethical Dilemma

Ethical Communication

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• Policies and Structures

• Company Leadership

• Individual Employees

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Promotions andContracts

EmploymentMessages

IntellectualProperty

FinancialReporting

Defamation Transparency

Legal Communication

Summary of Discussion

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Chapter 1

Achieving Success Through Effective

Business Communication

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