5 business communication: creating and delivering messages...
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
1 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
BUSN
5
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Business Communication: Creating and Delivering Messages that Matter
• Why is excellent business communication important? • What are the key elements of nonverbal communication? • What are the different communication channels and what
makes them effective? • How do you choose the right words for effective
communication? • How do you compose effective business memos, letters
and emails? • How do you deliver successful verbal presentations?
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Excellent Communication Skills: Your Invisible Advantage
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Effective Communication – Happens when you transmit meaning – relevant meaning- to your audience
I know that you believe that you understand what you think I said, but I am not sure you realize that what you
heard is not what I meant. ---- Unknown
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Barriers: “That’s Not What I Meant!”
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Noise - Any interference that causes the message you send to be different from the message your audience understands.
Communication Barriers - Obstacles to effective
communication.
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Barriers: “That’s Not What I Meant!”
• Physical barriers
• Language barriers
• Body language barriers
• Perceptual barriers
• Organizational barriers
• Cultural barriers
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Intercultural Communication
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As globalization gains speed, intercultural communication will
become increasingly pivotal to long-term business success
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Nonverbal Communication: Beyond the Words
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Reinforce the meaning of your message.
• Eye contact • Tone of voice • Facial expressions • Gestures and posture
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Employment Communication: How Can You Make Your Resume More Tech-Friendly?
• Formatting: Less is more! Include only your name on the top line with mailing information
below Use only plain text, use all caps instead of bold Use a plain, popular font Include plenty of white space, don’t worry about space Left justify
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• Create a scannable resume Ensure that the computer can easily
read every word Use keywords that recruiters are likely
to search
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Active Listening: The Great Divider
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Hourly Employee 30% Manager 60% Executive 75% Top Salesman 75%
% of time spent listening: 85% of our learning is derived from
listening.
International Listening Association
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Active Listening: The Great Divider
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Choose the Right Channel: A Rich Array of Options
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Communication Channels –
Figuring out the right way to send a message. The number of options is
growing…
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Choose the Right Channel: A Rich Array of Options
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Memos/Reports Very Low. No information from tone or body language.
Email Very Low. No information beyond words.
Instant Message Very Low. Very few words lead to basic communication.
Voice Mail Low. The audience gains tone but no body language.
Telephone Conversation Moderate. The audience benefits from changes in your tone.
Videoconferencing High. Conveys richness similar to in-person communication.
In-Person Presentation High. Audience experiences all elements of message.
Face-Face Meeting Very High. Audience experiences full message most directly.
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Consider the Audience: It’s Not About You!
Expectations • What kind of language do most people use in
the organization? Education
• What vocabulary should you use? • How complex should you make the message?
Profession • Are there professional acronyms and jargon
that can impact your message?
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Pick the Right Words: Is That Car Pre-loved or Just Plain Used?!
In business, your message is competing with limited attention
The right words can encourage your audience to stay with you
The right words, begin with the needs of your audience
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Pick the Right Words: Be Concise
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“I will spend an hour editing an eight word sentence into five”
- Jerry Seinfield Be clear and concise
But include all required information
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Pick the Right Words: Avoid Slang & Bias
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Do not alienate yourself by using slang in
written or verbal communication.
AVOID: • Gender Bias • Age Bias • Race, Ethnicity and Nationality Bias
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Language in Flux
New words and expressions surface continually • Clever examples from the Internet: Abdicate – to give up all hope of ever having a flat stomach Gargoyle – olive-flavored mouthwash Balderdash – a rapidly receding hairline
• A few witty examples from the web: Sarchasm – the gulf between the author of sarcastic wit and
the person who didn’t get it Dopeler effect – the tendency of stupid ideas to seem smarter
when they come at you rapidly Giraffitti – vandalism spray-painted very, very high
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Use Active Voice Whenever Possible
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Active Voice – the subject of your verb is doing the action
Passive Voice – the subject of your sentence is not doing the action described by the verb
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Write High-Impact Messages: Breaking through the Clutter
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• Strike the right tone
• Don’t make grammar goofs
• Use block paragraphs
• Use headings and bulleted lists
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Write High-Impact Messages: Breaking through the Clutter
20
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Strike the Right Tone
Use common words in most situations
• use versus utilize
Use active voice
• We made a mistake versus A mistake was made
Use personal pronouns whenever appropriate
• I, you
Use contractions as often as you would when speaking
• I’ll, don’t, here’s
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Don’t Make Grammar Goofs
• Grammar goofs will distract the reader
• They jump off the page!
• Undermine your credibility
• Use a guide
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
“Mythical” Grammar Rules
• It is OK to end a sentence with a preposition when doing so sounds natural Where is this book from? is much better than From where
is this book?
• It is OK to begin sentences with “And” or “But” Most teens enjoy videogames with a moderate level of
violence. But a small, vocal minority strongly advocates a more clean-cut approach
• It is OK to split infinitives Try to effectively film the next scene is a perfectly
acceptable sentence
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Sample Emails: Same Message, Different Approach
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Write High-Impact Messages: Breaking through the Clutter
Use block paragraphs Single spacing Double space between paragraphs Do not indent the first sentence
Block paragraphs create a more organized look Headings are a label Bulleted lists engage your reader
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Ten Tips for Excellent Email
Consider both your primary and secondary readers. Keep it short. Don’t forget to proofread. Use standard writing. Avoid attachments. Don’t assume privacy. Respond promptly to emails. Assume the best. Create a compelling subject line. Think before you write, and think again before you send!
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BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Create and Deliver Successful Verbal Presentations: Hook ’Em and Reel ’Em In!
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The Opening
• An interesting or startling statistic
• Audience involvement
• A compelling story or anecdote
• A relevant simile or metaphor
• Engaging questions
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Create and Deliver Successful Verbal Presentations: Hook ’Em and Reel ’Em In!
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The Body • Introduce key points • Include statistics, data, expert quotes
The Close • Summarize key points • Verbally signal your conclusion
Questions • Indicate time for questions • Be prepared
Visual Aids • Increase retention • PowerPoint is only a tool
Handling Nerves • Use your nervousness (adrenalin) • Mitigate anxiety
BUSN
5 Business Communication: Creating and Delivering Messages that Matter
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Ten Tips for Dynamic Delivery
PRACTICE! Know your material, but never memorize. Look at your audience at least 50% of the time. Vary your voice, expression, and body language. Use selective notes. Stick to your allotted time. Slow down and listen to yourself. Don’t apologize (unless you really did something
wrong!). Remember to use natural gestures. PRACTICE!
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BUSN
5
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Looking Back
• Why is excellent business communication important? • What are the key elements of nonverbal communication? • What are the different communication channels and what
makes them effective? • How do you choose the right words for effective
communication? • How do you compose effective business memos, letters
and emails? • How do you deliver successful verbal presentations?
30
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