Ch 1: Business Communication
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Transcript of Ch 1: Business Communication
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Chapter 1Chapter 1Business Communication, Management & Success
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Types of Communication
Verbal Face-to-face Phone
conversations Informal meetings Presentations E-mail messages Letters
Nonverbal Computer graphics Company logos Smiles Size of an office Location of people
at meetings
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Communication Purposes
All business communication has three basic purposes To inform (explain) To request or persuade (urge action) To build goodwill (make good image)
Most messages have more than one purpose
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Audiences
Internal Go to people inside organization Memo to subordinates, superiors, peers
External Go to people outside organization Letter to customers, suppliers, others
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Benefits & Costs
Effective writing Saves time Increases one’s productivity Communicates points more clearly Builds goodwill
Poor writing Wastes time Wastes effort Loses goodwill
Stiff, legal languageSelfish toneBuried main pointVague requestsMisused words
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Criteria for Effective Messages
Clear Complete Correct Saves receiver’s time Builds goodwill
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10 Business Trends
1. Technology2. Focus on quality, customers’
needs3. Entrepreneurship4. Teamwork5. Diversity6. Globalization and outsourcing7. Legal and ethical concerns8. Balancing work and family9. Job Flexibility10. Rapid rate of change
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Conventions
Conventions—widely accepted practices you routinely encounter
Vary by organizational setting Help people recognize, produce, and
interpret communications Need to fit rhetorical situation:
audience, context, and purpose
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Analyze Situations: Ask Questions
What’s at stake—to whom? Should you send a message? What channel should you use? What should you say? How should you say it?
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Solving Business Communication Problems
Gather knowledge Answer six analysis questions Brainstorm solutions Organize information to fit
Audiences Purposes Situation
Make document look inviting
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Solving Business Communication Problems, continued…
Revise draft for tone Friendly Businesslike Positive
Edit draft for standard English Names Numbers
Use replies to plan future messages
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Six Analysis Questions
1. Who are your audiences?
2. What are your purposes?
3. What information must you include?
4. How can you support your position?
5. What audience objections do you expect?
6. What part of context may affect audience reaction?
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Organize to Fit Audience, Purpose, Situation
1. Put good news first
2. Put the main point/question first
3. Persuade a reluctant audience by delaying the main point/question
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Make Message Look Inviting
Use subject line to orient reader Use headings to group related ideas Use lists for emphasis Number items if order matters Use short paragraphs—six lines max.
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Create Positive Style
Emphasize positive information Give it more space Use indented list to set it off
Omit negative words, if you can Focus on possibilities, not limitations
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Edit Your Draft Double-check these
details Reader’s name Any numbers First and last ¶
Spelling, grammar, punctuation
Always proofread before sending
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Use Response to Plan Next Message Evaluate feedback you get
If message fails, find out why If message succeeds, find out why
Success = results you want, when you want them