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Chapter 1Business Communication,

Management & Success

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Types of Communication

Verbal

Face-to-face

Phoneconversations

Informal meetings

Presentations

E-mail messages

Letters

Nonverbal

Computer graphics

Company logos Smiles

Size of an office

Location of people

at meetings

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Communication Purposes

All business communication has three

basic purposes

To inform (explain) To request or persuade (urge action)

To build goodwill (make good image)

Most messages have more than onepurpose

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Audiences

Internal

Go to people inside organization

Memo to subordinates, superiors, peers External

Go to people outside organization

Letter to customers, suppliers, others

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Benefits & Costs

Effective writing

Saves time

Increases ones productivity

Communicates points more clearly

Builds goodwill

Poor writing

Wastes time Wastes effort

Loses goodwill

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Criteria for Effective Messages

Clear

Complete

Correct Saves receivers time

Builds goodwill

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10 Business Trends

1. Technology

2. Focus on quality, customersneeds

3. Entrepreneurship4. Teamwork

5. Diversity

6. Globalization and outsourcing

7. Legal and ethical concerns

8. Balancing work and family

9. Job Flexibility

10. Rapid rate of change

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Conventions

Conventionswidely accepted

practices you routinely encounter

Vary by organizational setting Help people recognize, produce, and

interpret communications

Need to fit rhetorical situation:audience, context, and purpose

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Analyze Situations: Ask Questions

Whats at staketo whom?

Should you send a message?

What channel should you use? What should you say?

How should you say it?

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Solving Business Communication Problems

Gather knowledge

Answer six analysis questions

Brainstorm solutions Organize information to fit

Audiences

Purposes Situation

Make document look inviting

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Solving Business Communication

Problems,continued

Revise draft for tone

Friendly

Businesslike

Positive

Edit draft for standard English

Names Numbers

Use replies to plan future messages

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Six Analysis Questions

1. Who are your audiences?

2. What are your purposes?

3. What information must you include?4. How can you support your position?

5. What audience objections do you

expect?6. What part of context may affect

audience reaction?

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Organize to Fit Audience, Purpose, Situation

1. Put good news first

2. Put the main point/question first

3. Persuade a reluctant audience bydelaying the main point/question

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Make Message Look Inviting

Use subject line to orient reader

Use headings to group related ideas

Use lists for emphasis Number items if order matters

Use short paragraphssix lines max.

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Create Positive Style

Emphasize positive information

Give it more space

Use indented list to set it off Omit negative words, if you can

Focus on possibilities, not limitations

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Edit Your Draft

Double-check these

details

Readers name

Any numbers

First and last

Spelling, grammar,

punctuation

Always proofread before

sending

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Use Response to Plan Next Message

Evaluate feedback you get

If message fails, find out why

If message succeeds, find out why

Success = results you want, when you

want them