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Part 1 UNDERSTANDING THE

FOUNDATIONS OF BUSINESS

COMMUNICATION

© Prentice Hall, 2005 Business Communication Today 8eChapter 1 -

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Learning Objectives1. Explain why effective communication is important

to achieve success in today’s business environment2. Describe the five characteristics of effective

business communication3. Describe six strategies for communicating more effectively on the job4. Explain what must occur for an audience to

successfully receive, decode, and respond to messages

5. Explain four strategies for using communication technology successfully

6. Discuss the importance of ethics in business communication and differentiate between ethical dilemmas and ethical lapses


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Achieving Success TodaySuccessful professionals will tell you that

to succeed in business today, you need the ability to communicate with people both inside and outside your organization.

1. competing to get the job you want 2. to win the customers 3. to present business proposal4. presenting a new business

© Prentice Hall, 2005 Business Communication Today 8e

Chapter 1 - 4


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Whether you are posting entries on a blog, giving a formal presentation, or chatting with co-workers at lunch, you are engaging in communication, the process of SENDING and RECEIVING messages. The essence of communication is sharing—providing data, information,and insights (UNDERSTANDING) in an exchange that benefits both you and the people with whom you are communicating. (ACTING/FEEDBACK)

The Communication ProcessThe exchange of information (a message)

between two or more peopleSender has an ideaSender encodes the ideaSender transmits the messageReceiver gets the messageReceiver decodes the messageReceiver sends feedback


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http://grammar.about.com/od/mo/g/Message.htm


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S EN DER

REC EIVER

O R IG IN A L M E SSA G E FE E D B A C K

SE L E C T S C H A N N E LA N D T R A N SM IT S

M E SSA G EE N C O D E S M E SSA G E

E N C O D E S M E SSA G E

D E C O D E S M E SSA G E

SE L E C T S C H A N N E LA N D T R A N SM IT S

M E SSA G E

The Communication Process Model

Communication Process BarriersDifferences in education level,

experience, and culture

Physical issues, such as noise or room temperature

Mental distractions, such as developing a response instead of listening.


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Communication Channels

Flow of Information Within an Organization

Communicating in Organizational Setting

Internal CommunicationOfficial structure

Chain of commandFormal lines of power

The grapevineInformal networkingUnofficial lines of power


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Messages flow into, through, and out of business organizations in a variety of ways

External Communication

Formal contactsMarketingPublic relations

Informal contactsEmployeesManagers


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Levels of Communication

Continued

Levels of Communication (cont.)

Your TurnWhy do communication breakdowns

occurbetween individuals?in organizations?

What can you do to prevent or minimize communication breakdowns?

Benefits of Effective CommunicationQuicker problem solving – less time on

understanding the problem and more on creating solutions

Stronger decision making – timely and reliable information

Increased productivity and lower costsSteadier work flowStronger business relationshipsBetter financial results and higher

return for investor© Prentice Hall, 2005 Business Communication Today 8e

Chapter 1 - 18

Characteristics of Effective Messages

Practicality – useful information.Factual basis – concrete language, specific

detail, information that is clear, accurate and ethical.

Conciseness – Highlight and summarize essential points

Clarity – generate a specific response from a specific audience

Persuasion – Show your readers precisely how they will benefit from responding to your message the way you want them to.


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Unique Challenges of Business Communication

Globalization and diversityInformation valuePervasiveness of technologyReliance on teamworkNew corporate structuresCommunication barriers


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Globalization and Workforce DiversityCompanies are moving beyond domestic

markets. You may be interacting with people from

many cultures. You will learn about other cultures. You will need to develop intercultural skills

including sensitivity, flexibility, patience, and tolerance.Products and marketsBusiness partnershipsEmployees and executives


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Increasing Value of Business InformationKnowledge workers

Competitive insightsCustomer needsRegulations and guidelines


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Pervasive TechnologyVoice systemsVirtual agentsMobile communicationNetworking advances


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Evolving OrganizationsTall structuresFlatter structuresFlexible structuresCorporate cultures


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Reliance on TeamworkEmployee satisfactionOverall flexibilityResponsiveness to competition


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Communication BarriersPerception and languageRestrictive environmentsDistractionsDeceptive tacticsInformation overload


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Effective CommunicationMinimize distractionsConsider the audienceImprove your skillsGive and get feedbackApply business etiquette


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Using Business Communication TechnologyMaintaining perspectiveImproving productivityInvesting wiselyReconnecting with people


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Observing Business Communication EthicsUnethical practices

PlagiarismSelective misquotingMisinterpreting numbersDistorting visuals


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Making Business ChoicesEthical dilemma

Stakeholders Conflicting loyalties Difficult tradeoffs

Ethical lapseBusiness pressures

Illegal choices Unethical choices


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Ensuring Ethical CommunicationIndividual employeesCorporate managementPolicies and procedures


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