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How to use this book! Chapter outlines, learning objectives, and

headings all provide previews of thecontents. They can give you hooks on

which to hang the information you arereading.

! Examples of written documents provide

illustrations of effective and ineffective

communications. Comment in red ink

highlight problems; those in blue ink noteeffective practices

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How to use this book! Words & phrases in bold are defined in

the glossaryat the end of the book.

!

Sidebarsprovide workplace examplesofideas discussed in the text. They arecategorizedfor you bythe iconsthat

appear beside them.o On-the-job examples have flip chart icons.

o

Ethics & legal examples have scale icons.

o Technology examples have laptop icons.

o International examples have globe icons.

o Fun examples have balloon icons.

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How to use this book! Chapter summaries at the end of each

chapter, and reviews questions at thebeginning of each set of chapter exercises,

help you review the chapters for retention.

! The last problem in each set of chapter

exercises is an ongoing case to provide youwith a richer context for problem solving. Itinvolves the home store chain Mosaic &

various characters: Yvonne, Demetri, andSarah (Three main characters)

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Succeeding in Business

Communication andManagement

!Types

!

Purposes!Audiences

!

Benefits and Costs

!

Criteria

!Goodwill

!

Conventions!Analysis

!

Problem Solving

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1. The Nature of Communication

! What is Communication?

! Is Communication a natural process?

!

Can it be learned/improved?! Am I a good Communicator?

! If yes, why? If no, why?

! Is Communicating easy?

!

Do I enjoy Communicating? If yes, why? If

no, why?

! Who do I communicate?

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Definition!Communication is the major

way we influence the behavior

of others!Communication is the

transmission of a message

between two or more people

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Six Major Variables in the

Communication Process1. The Sender/Encoder

2. The Message

3.

The Channel

4. The Receiver/Decoder

5.

Perception6. Feedback

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! Interpersonal barriers: problems with the

climate of the relationship, values held,and negative attitudes held by the

participants.

! Individualbarriers: problems with individual

competencies to think and act, which

would include physical ailments or

handicaps, and problems with individual

skills in receiving and transmittinginformation, which would include poor

listening and reading skills and

psychological consideration

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! Economic, geographic, and temporal

barriers: problems with time and dollar

costs, different locations, and the effects of

time upon reception of the message.

! Channelandmediabarriers: problems that

confront the issue of how to bestcommunicate a message. (For example, it

is best to transmit a message face to face

rather than in writing?)

! Technological barriers: problems with too

much information for the capacity of the

recipient.

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Types of Communication! Verbal

! Face-to-face

!

Phoneconversations

! Informal meetings

! Presentations

!

E-mail messages

! Web sites

! Nonverbal

! Computer graphics

!

Company logos!

Smiles

! Size of an office

! Location of people

at meetings

1-24

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Essentials to cover for Chapter 1! Communicationhelps organizations and

the peoplein them achieve their goals. The

ability to write and speak well becomesincreasingly importantas people rise in an

organization.

!

People put things in writing to create arecord, to convey complex data, to makethings convenient for the reader, to save

money, and to convey their own message

more effectively.

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Essentials to cover for Chapter 1! Internal messages go to people inside

the organization. External messages

go to audience outside: clients,customers, suppliers, stockholders,

the government, the media, and the

general public.

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Succeeding against the Odds! Communication skills as a technique

of survival.

!

Had to communicate or die.!Among other things, if we want to

communicate with employees,

managers, and even competitors we

must ask ourselves not what we

want but what they want.

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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 one

purpose (multiple purposes)

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Audiences! Internal

! People inside organization

!

Ex: subordinates, superiors, peers! External

! People outside organization

! Ex: customers, suppliers, distributors,

unions, stockholders, potentialemployees, government agencies, the

press & the general public.

1-30

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Figure 1.2.Example of External Audiences

CompetitorsTrade assns.

Distributors

WholesalersFranchiseesRetailersAgents

Legislators

Gov.

Employmentagencies

CustomersClients

StockholdersInvestors

Lenders

Subsidiaries

Suppliers

Media

Foreigngovernmentsand offices

CourtsSpecial interest

groups

General publicPotentialemployees,stockholders,customers

Professional servicesUnions

1-31

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Internal Documents produced in

one organization

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External Documents produced in

one organization

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Definition of '10-K

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Benefits and Costs! Effective communication

! Saves time

!

Makes efforts more effective! Communicates points more clearly

! Builds goodwill

! Poor communication

!

Wastes time! Wastes efforts

! Loses goodwill

! Creates legal problems

1. Stiff,legallanguage2. Selfishtone3. Mainpointburied4. Vaguerequests5. Misusedwords

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Criteria for Effective Messages! Clear

! Complete

!

Correct

! Saves receivers time

! Builds goodwill

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Goodwill = Positive Image

!A goodwill message

! Presents positive image of

communicators and theirorganization

! Treats audience as a person,

not a number

!

Cements good relationshipbetween audience and

communicator 4321-37

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Fastest Ways to Lose Goodwill! Use improper courtesy titles

! Employ bureaucratic and legalistic

language! Convey a selfish tone

! Bury the main point

!

Make a vague request! Misuse or misspell words

1-38

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Further References

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In many Western society! NOTmaintain goodeyecontact is

regarded as being suspiciousor shiftycharacter

Americans!Avoidingeyecontactis regarded as

unfriendly, insecure, untrustworthy,

inattentiveand impersonal.

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In Japan!

Loweringones eyeswhen speaking to a

superioris a gesture of respect

In Great Britain! To show politeness, the English are taughtto pay strictattentionto a speaker, to

listencarefully, and to blinkhis eyesto let

the speaker know he or she has beenunderstoodas well as heard.

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In China!

Chinese persons widenedeyesas an

expression of astonishmentinstead of as a

danger signal.

In Africa! In Nigeria, having longerlookingtime, but

prolongedeyecontact from an individual

of lowerstatusis considered disrespectful.

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Class activities:

! Before receiving a visitor from a foreign

country or before travelling abroad you

need to think about the cultural issues that

may affect the relationship.! Suggest some basic research that you should do

before receiving your visitor, or before travelling.

What issues should you think about?

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Before meeting business partners and fellowprofessional from other countries, you couldfind out about their country:

! Political situation

! Cultural and regional differences

! Religion

!

The role of women in business and in society as awhole

! Transportation and telecommunication system

! The economy

!

The main companies! The main imports and exports

! The market for the industrial sector which interests you

! competitors

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You might also want to find out:

! Which topics are safe for small talk

! Which topic are best avoided

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If you are going to visit anothercountry, find out about:

! The conventions regarding socializing

!Attitudes toward foreigners

!

Attitude towards gifts

! The extent to which public, business and

private lives are mixed or are kept separate

!

Conventions regarding food and drink

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You might also like to find out about

!

The weather at the relevant time of the year

! Public holidays

! The conventions regarding working hours

!

Leisure interests

! Tourism

! Dress

!

Body language

! language

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! Introducing someone

This is He/Shes my Personal Assistant

Can I introduce you to He/Shes our (Project Manager).Id like to introduce you to

! Meeting someone and small talk

Please to meet you.

Its a pleasure.How was your trip? Did you have a good flight/trip/journey?

How are things in (London)?

How long are you staying in (New York)?

I hope you like it.Is your hotel comfortable?

Is this your first visit to (Berlin)?

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! Offering assistance

Can I get you anything?Do you need anything?

Would you like a drink?

If you need to use a phone or fax,please say.

Can we do anything for you?

Do you need a hotel/taxi/any travel

information etc.?

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!Asking for assistance

There is one thing I need Could you get me

Could you book me a car/taxi/hotel ?

Could you help me arrange a flight to ?

Can you recommend a good restaurant?

Id like to book a room for tomorrow night.Can you recommend a hotel?

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THANK YOU!