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Chapter 1
Achieving Success Through Effective
Business Communication
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 1 -
Learning Objectives1. Understand why communication
matters2. Define professional communication3. Assess business communication issues4. Explore the communication process5. Review communication technology6. Investigate ethical communication
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 2Chapter 1 -
Understanding Why Communication Matters
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For Your Career
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•Pursue Ambitions•Express Ideas
For Your Company
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Marketplace Ties
Conversations and Trends
Financial Outcomes
Productivity and Problems
For Your Company
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Potential Problems
Decision Making
Employee Engagement
Marketing Messages
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Effective Communication
Chapter 1 -
•Practical•Factual•Concise•Clear•Persuasive
Summary of Discussion
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Communicating as a Professional
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What Is Professionalism?
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•Excellence•Teamwork•Ethical Behavior
What Is Professionalism?
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•Dependability•Etiquette•Positive Attitude
What Employers Expect
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Organizational Skills
Coherence and Persuasion
Active Listening Skills
What Employers Expect
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Communication DiversityCommunication TechnologyWriting and Speaking Skills
What Employers Expect
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Business Etiquette
Ethical CommunicationTime Management Skills
Communicating in an Organizational Context
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Informal Grapevine
Social Media
Interaction
Formal Horizontal
Upward
Downward
Center on Your Audience
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The “You” AttitudeEmotional Intelligence
Business Etiquette
Summary of Discussion
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Unique Challenges of Business
Communication
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Global Business
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Business Communication
Workforce Diversity
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Workplace Communication
The Value of Information
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•Competitors•Customers•Regulations
Pervasive Technology
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Technical Expertise
Organizational Structures and
Leadership Styles
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Tall Flat
NetworkMatrix
Reliance on Teamwork
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•Effective Communication•Complex Group Dynamics
Summary of Discussion
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Exploring the Communication Process
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Communication Model
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1. Sender has an idea
2. Sender encodes the idea
3. Sender produces the message
4. Sender transmits the message
Communication Model
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5. Audience receives the message
6. Audience decodes the message
7. Audience responds to the message
8. Audience provides feedback
External Barriers
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Noise andDistractions
CompetingMessages
MessageFiltering
ChannelBreakdowns
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Audience Mindset
•Receiving•Decoding•Responding
Social Communication
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Business Communication 2.0
Business Communication 1.0
“We talk, you listen” “Let’s have a conversation”
Business Communication 2.0 Model
TraditionalApproach
Social MediaApproach
HybridMethod
StrategicPlans Policies Customer
SupportProject
Updates
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Summary of Discussion
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Using Technology in Business
Communication
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Maintain Perspective
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•Getting Tasks Done•Communicating
Information Overload
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LessProductive
More Stressful
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•Policies•Guidelines•Training
Productivity Issues
Reconnect with People
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Maintaining Relationships
Solving Tough Problems
Summary of Discussion
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Committing to Ethical and Legal
Communication
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Unethical Messages
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Plagiarism
Omitting Information
Selective Misquoting
Unethical Messages
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Misrepresenting Numbers
Distorting Visuals
Privacy and Security
Ethical Questions
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•Ethical Lapse•Ethical Dilemma
Ethical Communication
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• Policies and Structures
• Company Leadership
• Individual Employees
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Promotions andContracts
EmploymentMessages
IntellectualProperty
FinancialReporting
Defamation Transparency
Legal Communication
Summary of Discussion
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Chapter 1
Achieving Success Through Effective
Business Communication
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 47Chapter 1 -
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 48Chapter 1 -
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