Module 1Achieving Success through Effective Business Communication

Learning ObjectivesAfter studying this chapter, you should be able to:

1. Explain what effective communication is and discuss the five characteristics of effective business messages.
2. Describe how organizations share information internally and externally
3. List the ways the Internet facilitates business communication
4. Define the six phase of the communication process
5. Identify the barriers to communication and guidelines for overcoming them.

Characteristics of Effective Communication
1. Provides practical information (how and why)
2. Gives facts rather than impressions
3. Clarifies and condenses information through tables, charts, photos, or diagrams
4. Persuades others and offers recommendations

Communicate your impression of this slide to a classmate

Communicate your impression of this slide to a classmate

Communicate your impression of this slide to a classmate

Punctuate the following Sentence
1. Woman without her man is nothing

Benefits of Effective Communication
2. Quicker Problem Solving
3. Stronger Decision Making
4. Increased Productivity
5. Steadier Work Flow
6. Stronger business relationships
7. Clearer promotional materials Enhanced Professional Image
8. Improved stakeholder response

Communication Challenges in Todays Workplace
1. Advances in Technology
a. Email and Faxes (writing skills)
b. Voice mail and pagers (audio)
c. Teleconferences (audio and video)
2. Globalization
a. North Americans working for multinational employers
b. Foreign companies building plants in the U.S.
3. Workforce Diversity
a. Employees speaking different languages on the job.
4. Team-Based Organizations
a. Advantages (clarify, confirm, give feedback, explore ideas, and credit others)
b. Disadvantages (diverse cultural backgrounds, language barriers)

Communicating Internally
1. Formal Networks
a) Downward flow
b) Upward flow
c) Horizontal flow
2. Informal Networks
a) Grapevine
b) 20% personal information
c) 80% business information
d) Reflects 75%-90% accuracy

Communicating Externally
Formal
Marketing Department and
Public Relations Department
Create and manage the flow of formal message to outsiders

Informal
Frontline Employees
Customers
Managers
Feedback of useful informationInternet is a good example.

Communicating through the Internet
1. Share internal data
2. Promote telecommuting
3. Recruit new employees
4. Locate external information
5. Find business partners and customers

How Businesses use the Internet
1. Purchase parts and materials
2. Promote and sell goods and services
3. Facilitate customer support
4. Collaborate with business partners
5. Publicize business developments

Internet Communication
1. E-mail
2. Discussion mailing lists
3. Newsgroups
4. Instant messaging and chat
a. AIM
5. Videoconferencing
6. Telnet
7. Internet Telephony
8. File Transfer
a. Download files
b. Upload files

The Communication Process
1. Sender
2. Idea/Message/Encode
3. Transmits the message
4. Channel
5. Receiver
6. Idea /Message/Decode
7. Feedback

What does this statement mean?
You cannot not communicate!

Barriers to Communication
1. Selective Perception
2. Restrictive Environment
3. Deceptive Tactics
4. Distractions
a. Physical
b. Emotional
c. Information Overload
d. Accessibility

Overcoming Barriers
1. Adopting an Audience-Centered Approach
a. Biases
b. Education
c. Age
d. Status
e. Style
2. Fostering an Open Communication Climate
a. Overall Structure (tall; flat)
b. Corporate Culture
c. Level of Feedback (high, low)
3. Committing to Ethical Communication
4. Creating Efficient Messages

Available tools of learningnot required for this unit of study:
1. Learning Objectives Checkup -- Test your knowledge (pg. 28-29)
2. Improve Your Grammar, Mechanics, and Usage -- (pg.32)