chap 01

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

EXCELLENCE IN BUSINESS

COMMUNICATION

John V. Thill

Courtland L. Bovée

Prepared by Jimidene Murphey

1.2

To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Chapter 1

Understanding Business Communication

1.3

To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Chapter 1 Objectives

Explain why effective communication is important in organizations and how it can help you succeed in business.

Discuss four changes in the workplace that are intensifying the need to communicate effectively.

Describe how organizations share information internally and externally.

List and define the six phases of the communication process.

1.4

To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Chapter 1 Objectives

Identify four types of communication barriers.

Discuss four guidelines for overcoming communication barriers.

Differentiate between an ethical dilemma and an ethical lapse.

continued

1.5

To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Effective Communication

Communication is the process of sending and receiving messages.

It is effective only when people understand each other stimulate others to

take action encourage others to

think in new ways

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Organizational Benefits

Increase productivity Anticipate problems Make decisions Coordinate workflow Supervise others Develop relationships Promote products Shape impressions Understand needs of stakeholders

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Adapting to the Changing Workplace

Culturally diverse work force

Culturally diverse work force

Team-based groupsTeam-based groups

Age of InformationAge of Information

Internet speedInternet speed

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Formal InternalCommunication Network

DownwardSupervisor

Staff

HorizontalDepartment Department

UpwardSupervisor

Staff

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Horizontal Communication

Supervisors

Staff

Departments

Top-level managers

Lower-level managers

Departments

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Upward or Downward Communication?

Weekly accident report from line supervisor to personnel manager

Memo from department supervisor to staff members telling them of upcoming departmental meeting

Meeting between marketing team and production team

UpwardDownwardHorizontal

QuickQuiz

QuickQuizQuickQuiz

QuickQuizQuickQuiz

QuickQuiz

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

External Communication

Company

CustomersCustomers

JournalistsJournalists

CompetitorsCompetitors Community Representatives

Community Representatives

VendersVenders InvestorsInvestors

DistributorsDistributors

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Outside Communication

Formal Press statements, investor letters,

advertisements, price changes, and litigation updates

Usually prepared by marketing or public relations team

Informal Employees create an impression of the

organization and gain information when they interact or network with the outside world.

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Communication Process

Senderencodes

idea

Sendertransmits

Receivergets

message

Sender has an

idea

Receiver decodes message

Receiver gives

feedback

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Communication Barriers

Give examples of each of the following communication barriers or noise:

Let’sDiscuss Let’s

Discuss Let’s

Discuss Let’s

Discuss Let’s

Discuss Let’s

Discuss Let’s

Discuss Let’s

Discuss

Perceptual differencesPerceptual differences

Restrictive environments

Restrictive environments

Deceptive tactics

Deceptive tactics

DistractionsDistractions

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Overcoming Barriers

Improve communication by evaluating responses to your messages.

Change your approach by choosing another medium or by reworking your message.

Activity Activity Activity Activity Activity Activity Activity Activity

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Traits of Good Communicators

In ControlIn Control

CongenialCongenial

PerceptivePerceptive

CredibleCredible

PrecisePrecise

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Guidelines to Becoming a Good Communicator

1. Adopt an audience-centered approach.

2. Foster open communication.

3. Create clean, efficient messages.

4. Be ethical in your communications.

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Audience-Centered Approach

Always make your message meaningful to your audience.

Learn all you can about your audience.

Use common sense and imagination to project yourself into the audience’s position.

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Climate of Open Communication

Modify number of organizational levels..

Facilitate feedback.

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Lean, Efficient Messages

Give examples of how you could do each of the following:

Reduce messagesReduce messages

Minimize distractionsMinimize distractions

Use technology responsibly

Use technology responsibly

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Ethical Communication

Ethics are the principles of conduct that govern a person or group.

Ethical Communication includes all relevant information, is true in every sense, and is not deceptive in any way.

Commit to ethical communication.

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Test Your Knowledge

Define communication and list four of the eight benefits of effective communication.

How is technology changing communication in the workplace?

How does internal communication differ from external communication?

In what direction can information travel within an organization's formal hierarchy?

Let’s Discuss

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

What is the grapevine, and why should managers know how it works?

In which of the six phases of the communication process do messages get encoded and decoded?

How can information overload affect communication?

continued

Test Your Knowledge

Let’s Discuss

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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall

Why should communicators take an audience-centered approach to communication?

How does corporate culture affect the communication climate within an organization?

Define ethics, and explain what ethical communication covers.

Let’s Discuss

Test Your Knowledge continued