Appreciating Effective Business Communication

Structure

1. Business Communication 2.0

2. Recognizing Effective Communication

3. Communicating Effectively

4. Mind of Audience

5. Using Technology

6. Ethical Communication

1. Business Communication

2.0

Benefits of Effective Communication

• Stronger decision making and faster problem solving.

• Earlier warning of potential problems.

• Increased productivity and steadier workflow.

• Stronger business relationships.

• Clearer and more persuasive marketing messages.

• Enhanced professional images for both employers and companies.

• Lower employee turnover and higher employee satisfaction.

• Better financial results and higher return for investors

Forms of Communication

Communication Patterns

• Formal Communication Network

– Downward

– Upward

– Horizontal

• Informal

– Grapevines flourish when employees

don’t receive information they want or

need.

Communication Patterns

Horizontal

Downward

Grapevine

Upward

Formal Communication Network

2. Recognizing Effective

Communication

Features of Effective Communication

• Provide practical information.

• Give facts rather than vague

impression.

• Present information in a concise,

efficient manner.

• Clarify expectations and

responsibilities.

• Offer compelling, persuasive

arguments and recommendations.

What Employers Expect

Organizing Ideasand Information

Presenting Coherentlyand Persuasively

Listening EffectivelyCommunicating with

Diverse People

What Employers Expect

Using CommunicationTechnology

Mastering High-QualitySpeaking and Writing

PracticingBusiness Etiquette

Communicating Ethically

Unique Challenges of Business Communication

• Globalization and Diversity

• Information Value

• Pervasiveness of Technology

• Reliance on Teamwork

• New Corporate Structures

Globalization and Workforce Diversity

Communication

Challenges

Communication

Opportunities

Products and Markets

Business Partnerships

Employees and Executives

Increasing Value of Business Information

Knowledge Workers

Competitive

Insights

Regulations

and Guidelines

Customer

Needs

Pervasive Technology

Communication

Continuous Learning

Competitive Advantage

Reliance on Teamwork

Full-Time Assignments

Temporary Projects

Communication Issues

Evolving Organizations

Tall Structures

Flatter Structures

Flexible Structures

Corporate Cultures

3. Communicating

Effectively

Communication Process

Sender

Has an Idea

1

Sender

Encodes the Idea

2

Sender

Produces Message

3

Audience

Decodes Message

6

Audience

Receives Message

5Sender

Transmits Message

4

Audience

Responds to Message

7Audience

Provides Feedback

8

Communication Barriers

• Noise and Distractions

• Competing Messages

• Filtering of Messages

• Channel Breakdowns

4. Mind of Audience

The Mind of the Audience

Receiving

Decoding

Responding

Business Messages

Increase Effectiveness

Emphasize

Familiarity

Practice

Empathy

Design for

Compatibility

Consider

Expectations

Ensure

Ease of Use

How Decoding Happens

Language Issues

Cultural Issues

Thinking Styles

Individual Beliefs

How Respond Emerges

Memory

Ability

Motivation

How Shared Experience Affects Understanding

The more that two people or two groups of people share

experience personal professional, and cultural more likely

Minimize Distractions

Use Common Sense

Practice Courtesy

Respect Differences

Insulate Yourself

Minimize Distractions

Limit Messages

Prioritize Messages

Recognize Feelings

Anticipate Reactions

Audience-Centered Approach

Focus on the Audience

Care About the Audience

Learn About the Audience

Relate to the Audience

The “You” Attitude Emotional Intelligence

Build Communication Skills

On-the-Job

Training

Communication

Classes

Giving and Responding to Feedback

Constructive Feedback Destructive Feedback

Process

Focused

Outcome

Focused

Personal

Attacks

Unclear

Guidelines

Observe Business Etiquette

Respect

Courtesy

Common Sense

5. Using Technology

Benefits of Effective Communication

Using Technology

• Four Page Photo Essay on page 20-

23

6. Ethical Communication

Ethical Principles

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 38

Ethical Communication

True in Every Sense

Includes Relevant Information

Not Deceptive in Any Way

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 39

Unethical Communication

Unethical Practices

PlagiarismSelective

Misquoting

Misinterpreting

Numbers

Distorting

Visuals

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 40

Ethical Dilemmas vs. Lapses

Ethical Dilemma

Stakeholders

Conflicting Loyalties

Difficult Tradeoffs

Ethical Lapse

Business Pressures

Illegal Choices

Unethical Choices

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 41

Ethical Communication

Policies and Structures

Individual

Employees

Corporate

Management Code of Ethics

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 42

Legal and Ethical Behavior

Promotions

Contracts

Employment

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 1 - 43

Legal and Ethical Behavior

Intellectual Property

Financial Reporting

Defamation

Ethical Principles

Ethical Principles• Golden rule: Do unto others as you would

have them do unto you

• Immanuel Kant’s categorical imperative: If an action is not right for everyone to take, then it is not right for anyone

Ethical Principles• Descartes’ rule of change: If an action

cannot be taken repeatedly, then it is not right to be taken at any time

• Utilitarian principle: Put values in rank order and understand consequences of various courses of action

Ethical Principles• Risk aversion principle: Take the action

that produces the least harm or incurs the least cost

• Ethical “No Free Lunch” rule: All tangible and intangible objects are owned by creator who wants compensation for the work

No Free Lunch RulePlease find something which you are receiving butyou have not paid for that or you feel that thepayment is far less as compare to the valuereceived.

Now find a way to pay.

Key PointThere is no right way to do a wrong thing.

Key Point – Story of Laddoos

Key Point - Story

• Wanted to buy 120 pieces.

• Price of Ladoo Rs. 12 per piece.

• 4 Packets of 30 each. Took Long.

• Now boy started weighing Packets.

• Baffled me with Rs. 1440.

• Interrupted. No cognizance.

• Total weight 3.75 Kg.

Key Point - Story

• Shopkeeper Demanded Rs. 1350.

• HOW?

• Rs. 360 per Kg. (3.75x360).

Key Point - Story

• Total weight 3.75 Kg.

• Shopkeeper Demanded Rs. 1350.

• HOW?

• Rs. 360 per Kg. (3.75x360).

• Assume weight as 4.25 Kg.

• Can you demand Rs. 1530?

Rajpoot Dhaba on Varanasi RoadRajpoot Dhaba - people may go without paying but their needs must be fulfilled.

Questions

6