bovee_bct10_ppt_01.ppt

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1

Achieving Success Achieving Success Through Effective Through Effective

Business CommunicationBusiness Communication


Getting Ready for Getting Ready for Business Communication Business Communication

2.02.0

StrategicPlans

StrategicPlans

PolicyDocuments

PolicyDocuments

ProjectUpdatesProject

UpdatesCustomerSupport

CustomerSupport

Conversation

Interaction

Publishing

Broadcasting

Hybrid ModelHybrid Model

Traditional ModelTraditional Model Social ModelSocial Model


Achieving Success Achieving Success TodayToday

CommunicationCommunication

Senders ReceiversInformation and Meaning

Written Spoken Electronic Visual


Communication Communication BenefitsBenefits

• Stronger decision making

• Faster problem solving

• Earlier warning of potential problems

• Increased productivity and lower costs

• Stronger business relationships


Communication Communication BenefitsBenefits

• Clear, persuasive marketing messages

• Enhanced professional images

• Greater employee engagement

• Better financial results

• Stronger connection with stakeholders


Forms of CommunicationForms of Communication

Casual CommunicationAmong Employees

Casual CommunicationWith Outsiders

Planned CommunicationAmong Insiders

Planned CommunicationWith Outsiders

Info

rma

lF

orm

al

Internal External


Effective Effective CommunicationCommunication

PracticalPractical FactualFactual

ConciseConcise ClearClear PersuasivePersuasive


What Employers What Employers ExpectExpect

Organizing ideas and information

Expressing ideas and information

Listening actively to others

Communicating with diverse groups

Using communication technology


What Employers What Employers ExpectExpect

Writing and speaking effectively

Adapting to audiences and situations

Applying business etiquette

Communicating ethically

Managing time and resources


Challenges of BusinessChallenges of BusinessCommunicationCommunication

PervasivenessPervasivenessof Technologyof Technology

PervasivenessPervasivenessof Technologyof Technology

OrganizationalOrganizationalEvolutionEvolution

OrganizationalOrganizationalEvolutionEvolution

Reliance onReliance onTeamworkTeamwork

Reliance onReliance onTeamworkTeamwork

GlobalizationGlobalizationand Diversityand DiversityGlobalizationGlobalizationand Diversityand Diversity

Value ofValue ofInformationInformationValue ofValue of

InformationInformation


Globalization Globalization and Workforce Diversityand Workforce Diversity

Products and MarketsProducts and Markets

Business PartnershipsBusiness Partnerships

Workers and ExecutivesWorkers and Executives

Com

mun

icat

ion

Cha

lleng

esB

usinessO

pportunities


Increasing Value Increasing Value of Business Informationof Business Information

Knowledge WorkersKnowledge WorkersKnowledge WorkersKnowledge Workers

CompetitiveCompetitiveInsightsInsights

CompetitiveCompetitiveInsightsInsights

RegulationsRegulationsand Guidelinesand Guidelines

RegulationsRegulationsand Guidelinesand Guidelines

CustomerCustomerNeedsNeeds

CustomerCustomerNeedsNeeds


Pervasive TechnologyPervasive Technology

Communication

Skill Requirements

Competitive Advantage


Organizational Organizational EvolutionEvolution

Tall StructuresTall Structures

Flatter StructuresFlatter Structures

Flexible StructuresFlexible Structures

Corporate CulturesCorporate Cultures

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Reliance on TeamworkReliance on Teamwork

Business UsageBusiness Usage

Complex DynamicsComplex Dynamics

Communication SkillsCommunication Skills


Effective CommunicationEffective Communication

Connect With Audience

Use Audience-Centered Approach

Give ConstructiveFeedback

Minimize Distractions

Improve YourCommunication Skills

Use Business Etiquette


Communication ProcessCommunication Process

Communication BarriersCommunication Barriers

Mind of the AudienceMind of the Audience

Connect With the Connect With the AudienceAudience


Communication Communication ProcessProcess

Sender Has an Idea

Sender Has an Idea

11

Sender Encodes the Idea

Sender Encodes the Idea

22

Sender Produces Message

Sender Produces Message

33

AudienceDecodes Message

AudienceDecodes Message

66

AudienceReceives Message

AudienceReceives Message

55Sender

Transmits MessageSender

Transmits Message

44

Audience Reacts to Message

Audience Reacts to Message

77Audience

Sends FeedbackAudience

Sends Feedback

88


Communication Communication BarriersBarriers

Noise andDistractionsNoise and

Distractions

ChannelBreakdowns

ChannelBreakdowns

Filtering ofMessagesFiltering ofMessages

CompetingMessagesCompetingMessages


The Mind of the The Mind of the AudienceAudience

ReceivingReceivingReceivingReceiving

Decoding Decoding Decoding Decoding

Responding Responding Responding Responding

Business Messages


EmphasizeEmphasizeFamiliarityFamiliarity

PracticePracticeEmpathyEmpathy

Design forDesign forCompatibilityCompatibility

ConsiderConsiderExpectationsExpectations

Ensure Ensure Ease of UseEase of Use

Receiving MessagesReceiving Messages


Decoding MessagesDecoding Messages

Language IssuesLanguage Issues

Cultural IssuesCultural Issues

Thinking StylesThinking Styles

Beliefs and BiasesBeliefs and Biases


Responding to Responding to

MessagesMessages

Memory

Ability

Motivation


Minimize DistractionsMinimize Distractions

Use Common SenseUse Common Sense

Respect DifferencesRespect Differences

Acknowledge EmotionsAcknowledge Emotions

Practice CourtesyPractice Courtesy

Limit DistractionsLimit Distractions

Anticipate ReactionsAnticipate Reactions


Adopting an Audience-Adopting an Audience-Centered ApproachCentered Approach

The “You” Attitude The “You” Attitude

Focus On AudienceFocus On Audience

Care About AudienceCare About Audience

Emotional Intelligence Emotional Intelligence

Learn About AudienceLearn About Audience

Relate to AudienceRelate to Audience


Build Communication Build Communication SkillsSkills

Build Communication Build Communication SkillsSkills

On-the-JobOn-the-JobTrainingTraining

On-the-JobOn-the-JobTrainingTraining

Communication Communication ClassesClasses

Communication Communication ClassesClasses


Giving and Responding Giving and Responding to Feedbackto Feedback

Constructive Feedback

Constructive Feedback

Destructive Feedback

Destructive Feedback

ProcessFocusedProcessFocused

OutcomeFocused

OutcomeFocused

PersonalAttacks

PersonalAttacks

UnclearGuidelinesUnclear

Guidelines


Etiquette in Etiquette in

BusinessBusinessRespectRespect

Courtesy Courtesy

Common SenseCommon Sense


Communication Communication TechnologyTechnology

Maintain Your Perspective

Avoid Information Overload

Use Technology Productively

Reconnect With People


Ethical CommunicationEthical Communication

True In Every Sense

Includes Relevant Information

Not Deceptive In Any Way


Unethical Unethical CommunicationCommunication

Omitting InformationOmitting Information

MisrepresentationMisrepresentationof Dataof Data

Abuse of PrivacyAbuse of Privacyand Securityand Security

PlagiarismPlagiarism

Selective MisquotingSelective Misquoting

Distorting VisualsDistorting Visuals


Recognizing Ethical Recognizing Ethical IssuesIssues

Ethical DilemmaEthical DilemmaEthical DilemmaEthical Dilemma

StakeholdersStakeholdersStakeholdersStakeholders

Conflicting LoyaltiesConflicting LoyaltiesConflicting LoyaltiesConflicting Loyalties

Difficult TradeoffsDifficult TradeoffsDifficult TradeoffsDifficult Tradeoffs

Ethical LapseEthical LapseEthical LapseEthical Lapse

Business PressuresBusiness PressuresBusiness PressuresBusiness Pressures

Illegal ChoicesIllegal ChoicesIllegal ChoicesIllegal Choices

Unethical ChoicesUnethical ChoicesUnethical ChoicesUnethical Choices


Making Ethical ChoicesMaking Ethical Choices

Policies and Structures

IndividualEmployees

CorporateManagement Code of Ethics


• Have you defined the situation?

• Why are you communicating?

• What impact will your message have?

• What good or harm will be achieved?

• Will your assumptions change?

• Are you comfortable with the decision?

General Ethical General Ethical GuidelinesGuidelines


Legal and Ethical Legal and Ethical BehaviorBehavior

Promotions Promotions Promotions Promotions

Contracts Contracts Contracts Contracts

Employment Employment Employment Employment


Legal and Ethical Legal and Ethical BehaviorBehavior

Intellectual PropertyIntellectual PropertyIntellectual PropertyIntellectual Property

Financial Reporting Financial Reporting Financial Reporting Financial Reporting

Defamation Defamation Defamation Defamation


Achieving Success Achieving Success Through Effective Through Effective

Business CommunicationBusiness Communication

bovee_bct10_ppt_01.ppt

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