Busn 733 Bp Chapter #1
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Transcript of Busn 733 Bp Chapter #1
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 1
Communicating In A Communicating In A Changing Business Changing Business
WorldWorld
Chapter #1 Chapter #1
Professor Brian PressProfessor Brian Press
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 2
Chapter #1 Chapter #1 Learning ObjectivesLearning Objectives
Understand why effective business communication
is important to ensure success in today’s dynamic
environment
Understand the communication process
Discuss how to communicate more effectively
Initiate some discussion on ethics
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 3
Business Communication Business Communication 2.02.0
StrategicPlans
StrategicPlans
PolicyDocuments
PolicyDocuments
ManageChangeManageChange
CustomerSupport
CustomerSupport
Conversation
Interaction
Publishing
Broadcasting Hybrid Model1.5
Hybrid Model1.5
Traditional Model1.0
Traditional Model1.0
Social Model2.0
Social Model2.0
Technology
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Achieving Success in Achieving Success in Today’s Competitive Today’s Competitive
EnvironmentEnvironment
Competing for Jobs and
Improve Promotability
Competing for Jobs and
Improve Promotability
Satisfy Current and Secure New Customers
Satisfy Current and Secure New Customers
Writing ClearlyWriting Clearly
Speaking SkillfullySpeaking Skillfully
Listening CarefullyListening Carefully
Adapting to SituationsAdapting to Situations
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 5
Improved Improved ProductivityProductivity
&& Work FlowWork Flow
Improved Improved ProductivityProductivity
&& Work FlowWork Flow
DecisionDecisionMakingMaking
DecisionDecisionMakingMaking
EmployeeEmployeeSatisfactionSatisfaction
EmployeeEmployeeSatisfactionSatisfaction
Clear &PersuasiveClear &PersuasiveMarketingMarketing
Clear &PersuasiveClear &PersuasiveMarketingMarketing
Stronger BusinessStronger BusinessRelationshipsRelationships
Stronger BusinessStronger BusinessRelationshipsRelationships
Financial Benefits Financial Benefits forfor
InvestorsInvestors
Financial Benefits Financial Benefits forfor
InvestorsInvestors
ProblemProblemAwareness &Awareness &
SolvingSolving
ProblemProblemAwareness &Awareness &
SolvingSolving
ProfessionalProfessionalImageImage
GoodwillGoodwill
ProfessionalProfessionalImageImage
GoodwillGoodwill
Effective Effective CommunicationCommunication
BenefitsBenefits
Effective Effective CommunicationCommunication
BenefitsBenefits
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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
AudienceResponds to Message
AudienceResponds to Message
77Audience
Provides FeedbackAudience
Provides Feedback
88
NoiseBarriers
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Communication Communication BarriersBarriers
• Noise and Distractions
• Competing Messages/overload
• Filtering of Messages
• Channel Breakdowns
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 8
Count the number of Count the number of Fs in the sentence Fs in the sentence
belowbelow
• FEATURE FILMS ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 9
Count the number of Count the number of Fs in the sentence Fs in the sentence
belowbelow
• FEATURE FILMS ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 10
Characteristics Characteristics of Effective Messagesof Effective Messages
Purpose… Inform / Request or Persuade
Build Goodwill
Practical and Factual
Concise and efficient information
Clear expectations and responsibilities
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 11
Communication FormsCommunication Forms( Written / Spoken / Electronic / Visual )( Written / Spoken / Electronic / Visual )
Casual CommunicationAmong Employees
Casual CommunicationWith Outsiders
Planned CommunicationAmong Insiders
Planned CommunicationWith Outsiders
Info
rma
lF
orm
al
Internal External
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Communication Communication PatternsPatterns
HorizontalHorizontal
DownwardDownward
GrapevineGrapevine
UpwardUpward
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Just for Fun…Just for Fun…
• What is the shortest word in the English What is the shortest word in the English language that only contains the letters language that only contains the letters ABCDEF plus the letter K?ABCDEF plus the letter K?
• ANSWERANSWER
FEEDBACKFEEDBACK
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Trends that Impact Trends that Impact Business Communication Business Communication
GlobalizationGlobalizationand Diversityand Diversity
GlobalizationGlobalizationand Diversityand Diversity
TechnologyTechnology &&
TeamworkTeamwork
TechnologyTechnology &&
TeamworkTeamwork
EntrepreneurshipEntrepreneurship &&
OutsourcingOutsourcing
EntrepreneurshipEntrepreneurship &&
OutsourcingOutsourcing
Focus on QualityFocus on Quality&&
Customer NeedsCustomer Needs
Focus on QualityFocus on Quality&&
Customer NeedsCustomer Needs
CSR &CSR & Reputation MgtReputation Mgt
CSR &CSR & Reputation MgtReputation Mgt
Balance WorkBalance Work and Familyand Family
Balance WorkBalance Work and Familyand Family
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 15
Ethical CommunicationEthical Communication
True and Legal In Every Sense
Includes Relevant Information
Not Deceptive In Any WayHonest and Objective
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Ethical CommunicationEthical Communication
Policies and Structures
IndividualEmployees
CorporateManagement Code of
Ethics
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 17
How to Build How to Build Communication Skills ?Communication Skills ?
On-the-JobOn-the-JobTrainingTraining
On-the-JobOn-the-JobTrainingTraining
Communication Communication ClassesClasses
Communication Communication ClassesClasses
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Criteria for Effective Criteria for Effective Messages Messages
1. Clear 2. Complete
3. Correct
4. Concise
5.Courteous
© Mc Graw-Hill Ryerson Business Communication Now 2e Chapter 1 - 19
Chapter #1 Chapter #1 Learning ObjectivesLearning Objectives
Understand why effective business communication
is important to ensure success in today’s dynamic
environment
Understand the communication process
Discuss how to communicate more effectively
Initiate some discussion on ethics