Transcript
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Chapter 1Business Communication,
Management & Success
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Types of Communication
Verbal
Face-to-face
Phoneconversations
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 onepurpose
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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 ones productivity
Communicates points more clearly
Builds goodwill
Poor writing
Wastes time Wastes effort
Loses goodwill
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Criteria for Effective Messages
Clear
Complete
Correct Saves receivers time
Builds goodwill
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10 Business Trends
1. Technology
2. Focus on quality, customersneeds
3. Entrepreneurship4. Teamwork
5. Diversity
6. Globalization and outsourcing
7. Legal and ethical concerns
8. Balancing work and family
9. Job Flexibility
10. Rapid rate of change
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Conventions
Conventionswidely 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
Whats at staketo 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 bydelaying 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 paragraphssix 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
Readers 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
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