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McGraw-Hill/Irwin 2009 The McGraw-Hill

CopyrightCopyright 2010 by The McGraw-Hill Companies, Inc. ll rights reser!e". 2010 by The McGraw-Hill Companies, Inc. ll rights reser!e".McGraw-Hill#IrwinMcGraw-Hill#Irwin


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Chapter 1Chapter 1Succeeding in Business

Communication andManagement

Types

PurposesAudiencesBenefits and CostsCriteria

Goodwill

ConventionsAnalysisProblem Solving


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Types of Communication

Verbal

Face-to-face

Phoneconversations

Informal meetings

Presentations

E-mail messages

Web sites

Nonverbal

Computer graphics

Company logos

Smiles

Size of an office

ocation of peopleat meetings

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Communication Ability = Promotability

Good communicators

earn more

Good communicatorsmae good managers

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Communication Purposes

!ll business communication has three

basic purposes

"o inform #e$plain%

"o re&uest or persua'e #urge action%

"o buil' goo'(ill #ma)e goo' image%

*ost messages have more than onepurpose

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Audiences

Internal

People insi'e organization

E$+ subor'inates, superiors, peers

E$ternal

People outsi'e organization

E$+ customers, suppliers, 'istributors

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Example of External Audiences

CompetitorsTrade assns.

Distributors

WholesalersFranchiseesRetailersAgents

Legislators

Gov.

Employment agencies

OrganizatiOrganizati

onon

CustomersClients

toc!holders "nvestors

Lenders

ubsidiaries

uppliers

#edia

Foreigngovernments and

o$ces

Courtspecialinterestgroups

General public%otential

employees&stoc!holders&customers

%ro'essionalservices

(nions

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Benefits and Costs

Effective communication Saves time

*a)es efforts more effective

Communicates points more clearly

uil's goo'(ill

Poor communication

Wastes time Wastes efforts

oses goo'(ill

Creates legal problems

1. Stiff!legallanguage"# Selfishtone$# Mainpointburied%# &aguere'uests(# Misusedwords

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Criteria for Effective Messages

Clear

Complete

Correct Saves receiver.s time

uil's goo'(ill

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Goodwill = Positive mage

! goo'(ill message

Presents positive image of

communicators an' theirorganization

"reats au'ience as a person,

not a number

Cements goo' relationship

bet(een au'ience an'

communicator /011-10


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!astest "ays to #ose Goodwill

2se improper courtesy titles

Employ bureaucratic an' legalistic

language Convey a selfish tone

ury the main point

*a)e a vague re&uest *isuse or misspell (or's

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Conventions

Wi'ely accepte' practices you

routinely encounter

Vary by organizational setting

3elp people recognize, pro'uce, an'

interpret communications

Nee' to fit rhetorical situation+au'ience, conte$t, an' purpose

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Analy$e %ituations& As' (uestions

What.s at sta)e4to (hom5

Shoul' you sen' a message5

What channel shoul' you use5 What shoul' you say5

3o( shoul' you say it5

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6ather )no(le'ge

!ns(er si$ analysis &uestions in BAC

rainstorm solutions 7rganize information to fit

!u'iences

Purposes Conte$t

*a)e 'ocument visually inviting

%olving Business Communication

Problems

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%olving Business Communication

Problems) contin$e"% 8evise 'raft for tone

Frien'ly

usinessli)e

Positive

E'it 'raft for stan'ar' English

Names Numbers

2se response to plan future messages

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Gat*er +nowledge

What are the facts5

What can you infer from the

information given5 What a''itional info might be

helpful5

Where coul' you get it5

What emotional comple$ities are

involve'5

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%ix Analysis (uestions

9: Who are your au'iences5

What are relevant characteristics5

3o( 'o au'iences 'iffer5

1: What are your purposes5

What must the message 'o5

What must au'ience )no(, thin), or'o5

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%ix Analysis (uestions) contin$e"%

0: What information must you inclu'e5

ist all re&uire' points

;e-emphasize or emphasize properly "o 'e-emphasize

ury in < an' message

Write = spea) concisely

"o emphasize Place first or last in < an' message

!'' 'escriptive 'etails

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/: 3o( can you support your position5

8easons for your 'ecision

ogic behin' your argument

enefits a'apte' to the au'ience

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>: What au'ience ob?ections 'o you e$pect5

Plan to overcome if possible

;e-emphasize negative information

@: What part of conte$t may affect au'ience

response5

"ime of year

*orale in organization 8elationship bet(een au'ience an'

communicator

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Brainstorm %olutions

Several possible solutions for every

communication problem

First one you thin) of may not be thebest

*easure solutions against au'ience

an' purposes

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,rgani$e to !it Audience) Purpose)

and t*e %ituation9: Put goo' ne(s first

1: Put the main point=&uestion first

0: Persua'e a reluctant au'ience by'elaying the main point=&uestion

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Ma'e Message -isually nviting

2se sub?ect line to orient rea'er

2se hea'ings to group relate' i'eas

2se lists for emphasis Number items if or'er matters

2se short paragraphs4si$ lines ma$:

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Create Positive %tyle

Emphasize positive information

6ive it more space

2se in'ente' list to set it off

7mit negative (or's, if you can

Focus on possibilities, not limitations

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Edit .our /raft

these 'etails

8ea'er.s name

!ny numbers

First an' last

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