© Prentice Hall, 2003 Business Communication Today Chapter 1 - 1

Achieving Success Achieving Success Through Effective Through Effective

Business Business CommunicationCommunication

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 2

StrongerStrongerDecisionDecisionMakingMaking

ImprovedImprovedStakeholderStakeholderResponseResponse

ClearerClearerPromotionalPromotional

MaterialsMaterials

SteadierSteadierWork FlowWork Flow

IncreasedIncreasedProductivityProductivity

EnhancedEnhancedProfessionalProfessional

ImageImage

QuickerQuickerProblemProblemSolvingSolving

StrongerStrongerBusinessBusiness

RelationshipsRelationships

Effective Effective CommunicationCommunication

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 3

Characteristics Characteristics of Effective Messagesof Effective Messages

PracticalityPracticality

Clarityand Conciseness

Clarityand Conciseness

PersuasionPersuasion

Factual BasisFactual Basis

PrecisionPrecision

RecommendationsRecommendations

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 4

Basic CommunicationBasic CommunicationV

erb

alN

on

ver

ba

l

Structure Intent

More SpontaneousLess Control

Conscious PurposeMore Control

No

nv

erba

lV

erb

al

Less StructuredHarder to Classify

More StructuredEasier to Study

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 5

ListeningListening45%45%

WritingWriting9%9%

ReadingReading16%16%

SpeakingSpeaking30%30%

Re

ceiv

ingS

en

din

g

Usage of Business Communication ChannelsUsage of Business Communication Channels

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 6

Communication Communication Challenges in Today’s Challenges in Today’s

WorkplaceWorkplace

Advancesin Technology

WorkforceDiversity

Globalization

Team-BasedOrganizations

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 7

Internal Communication Internal Communication

Official StructureOfficial Structure

Formal ChainFormal Chainof Commandof Command

Up, Down, Across Up, Down, Across Formal Power LinesFormal Power Lines

The GrapevineThe Grapevine

Informal Informal NetworkingNetworking

Unofficial LinesUnofficial Linesof Powerof Power

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 8

External Communication External Communication

Formal ContactsFormal Contacts

MarketingMarketing

Public RelationsPublic Relations

Informal ContactsInformal Contacts

EmployeesEmployees

ManagersManagers

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 9

The Communication ProcessThe Communication Process

ChannelAnd Medium

Six-PhaseProcess

ChannelAnd Medium

Six-PhaseProcess

Phase 1:Sender Has

an Idea

Phase 1:Sender Has

an Idea

Phase 3:Sender Transmits

Message

Phase 3:Sender Transmits

Message

Phase 2:Sender Encodes

Idea

Phase 2:Sender Encodes

Idea

Phase 6:Receiver

Sends Feedback

Phase 6:Receiver

Sends Feedback

Phase 4:Receiver Gets

Message

Phase 4:Receiver Gets

Message

Phase 5:Receiver Decodes

Message

Phase 5:Receiver Decodes

Message

Situation

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 10

Communication BarriersCommunication Barriers

• Perception and language

• Restrictive environments

• Distractions

• Deceptive tactics

• Information overload

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 11

Overcoming BarriersOvercoming Barriers

OpenCommunication

OpenCommunication

EfficientMessagesEfficient

Messages

Audience-CenteredApproach

Audience-CenteredApproach

EthicalCommunication

EthicalCommunication

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 12

Audience-CenteredApproach

Audience-CenteredApproach

Biases

Education

Age

Status

Style

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 13

Communication ClimateCommunication Climate

CorporateCulture

Flat

Tall

High

Low

Level ofFeedback

OverallStructure

More Open

Less Open

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 14

Make Make Ethical ChoicesEthical Choices

Make Make Ethical ChoicesEthical Choices

RecognizeRecognizeEthical ChoicesEthical Choices

RecognizeRecognizeEthical ChoicesEthical Choices

MotivateMotivateEthical ChoicesEthical Choices

MotivateMotivateEthical ChoicesEthical Choices

Ethical Ethical CommunicationCommunication

Business PrinciplesBusiness Principles

Ethical Ethical CommunicationCommunication

Business PrinciplesBusiness Principles

© Prentice Hall, 2003 Business Communication Today Chapter 1 - 15

Efficient Messages

Concise Business Communication

DevelopCommunication

Skills

MinimizeDistractions

Send FewerMessages