2 appreciating effective biz com
TRANSCRIPT
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Achieving SuccessThrough Effective
Business Communication
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Achieving Success in Todays
Competitive Environment Competing for jobs
Winning customers
Writing Speaking
Listening
Adapting
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Essence of Communication....
Sharing...providing data, informationand insights
In an exchange that benefits both youand the people with whom you arecommunicating
When communication breaks down...the
results can be anything from timewasting to tragic
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Effective Communication
Faster decision making and problem
solving
Earlier warning of potential problems
Improved productivity and work flow
Stronger business relationships
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Effective Communication
Stronger marketing messages
Enhanced professional image
Lower turnover and higher employee
retention
Better results and higher returns forinvestors
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What Employers Expect
Organizing ideas and information
Expressing ideas and information
Listening effectively
Communicating with people from
diverse backgrounds
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What Employers Expect
Using communication technologies
Delivering high-quality speaking and
writing
Practicing business etiquette
Communicating ethically
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Characteristics
of Effective Messa es Practical information
Factual information
Concise, efficient information
Clear expectations and responsibilities
Persuasive arguments andrecommendations
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Organizational Communication
Internal communication
External communication
Formal communication
Informal communication
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Communicating in Business
Forms of Communication
Planned communication among
insiders(such as memos, reports,
email, IMs, executive blogs,
conference calls, presentation) that
follows the companys chain of
command
Casual communication among
employees(such as email, face-
to-face, conversation, phone
calls, team blogs and wikis)
that do not follow thecompanys chain of command
Planned communication with
outsiders ( such as letters,
reports, speeches, websites, IMs
and news releases, advertising
and executive blogs)
Casual communication with
suppliers, customers, investors
and other outsiders (such as face-
to-face conversations, email,
IMs, phone calls and customer
support blogs
Internal External
F
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m
a
lI
n
f
o
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m
al
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Internal Communication
Formal communication network
Upward
Downward
Horizontal
Informal communication network
The grapevine
Unofficial lines of power
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External Communication
Formal contacts
Marketing
Public relations
Informal contacts
Industry gatherings Social networking
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Why Is Business
Communication Uni ue? Globalization and diversity
Information value
Pervasiveness of technology
Reliance on teamwork
New corporate structures Communication barriers
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Increasing Value of Business
Information Knowledge workers
Competitive insights
Customer needs
Regulations and guidelines
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Globalization
and Workforce Diversit Globalization
Market products
Partner with businesses Employ workers and executives
Workforce diversity
Communication challenges Competitive advantages
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Pervasive Technology
Voice systems
Virtual agents
Mobile communication
Networking advances
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Evolution of Organizational
Structures Tall structures
Flatter structures
Flexible structures
Corporate cultures( mixture of
values, traditions, habits thatcontribute to the atmosphere and
peronality of the company)
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Reliance on Teamwork
Full-time assignments
Temporary projects
Communication challenges
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Effective Communication
Connect with the audience
Minimize communication barriers
Use audience-centered approach
Improve communication skills
Provide constructive feedback Observe business etiquette
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Connect with the Audience
The communication process
Barriers to communication
Inside the mind of the audience
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The Communication Process
1. Sender has an idea
2. Sender encodes the idea as a message
3. Sender produces the message in a transmittablemedium(form)
4. Sender transmits the message through a
channel (delivery system)
5. Audience gets the message
6. Audience decodes the message
7. Audience responds to the message
8. Audience provides feedback to sender
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Communication Barriers
Noise and distractions (multi-
tasking)
Competing messages ( information
overload)
Filtering of messages(spam) Channel breakdowns
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The Mind of the Audience
Receiving messages
Decoding messages
Responding to messages
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Receiving Messages
Consider audience expectations
Ensure ease of use
Emphasize familiarity
Practice empathy
Design for compatibility
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Decoding Messages
Cultural issues
Individual beliefs- perception/
selective perception Language differences
Thinking styles-logic, emotion,
intution
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Responding to Messages
Memory- sensory memory, long-termmemory and retrival
Ability Motivation
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Minimizing Distractions
Use common sense
Be courteous
Respect personal differences Insulate yourself
Avoid unnecessary messages
Prioritize messages Recognize your feelings
Anticipate emotional reactions
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Audience-Centered Approach
The you attitude
Focus on your audience
Care about your audience Emotional intelligence
Learn about your audience
Relate to your audience
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Improve Communication Skills
On-the-job training
Business communication course
Planning and producing documents
Collaborating in teams
Listening effectively
Improving nonverbal communication Communicating across cultures
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Giving and Responding to
Feedback Constructive feedback
Process focused
Outcome focused Destructive feedback
Personal attacks
Unclear guidelines
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Observe Business Etiquette
Respect
Courtesy
Common sense
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Communication Technology
Maintaining perspective
Improving productivity
Reconnecting with people
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Ethical Communication
Includes relevant information
Is true in every sense
Not deceptive in any way
Ethics-Knowing the differencebetween what you have a right to do
and what is the right thing todo.(Potter Stewart)
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Unethical Communication
Plagiarism
Selective misquoting
Misinterpreting numbers
Distorting visuals
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Ethical Dilemmas vs. Lapses
Ethical dilemma
Stakeholders
Conflicting loyalties Difficult tradeoffs
Ethical lapse
Business pressures
Illegal choices
Unethical choices
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Ensuring Ethical
Communication Individual employees
Corporate leadership
Policies and structures
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Ensuring Legal Communication
Promotions
Contracts
Employment
Intellectual property
Financial reporting
Defamation- libel & slander