BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or.

BUSN

5 Business Communication: Creating and Delivering Messages that Matter

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Business Communication:Creating and Delivering Messages that Matter

• Why is excellent business communication important?

• What are the key elements of nonverbal communication?

• What are the different communication channels and what makes them effective?

• How do you choose the right words for effective communication?

• How do you compose effective business memos, letters and emails?

• How do you deliver successful verbal presentations?

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Excellent Communication Skills: Your Invisible Advantage

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Effective Communication – Happens when you transmit meaning – relevant meaning- to your audience

I know that you believe that you understand what you think I said, but I am not sure you realize that what you

heard is not what I meant. ---- Unknown

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©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4

The Interpersonal Communication Process

EncodeMessage

DecodeMessage

Noise

Noise

Noise

Noise

Noise

Noise

Noise

Noise

TransmitMessage

ReceiveMessage

Message to be

Conveyed

Message to be

Conveyed

Messagethat was

Understood

Messagethat was

Understood

Sender Receiver

Communication Channel

Feedback to Sender

2.12.1

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Communication Barriers: “That’s Not What I Meant!”

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Noise - Any interference that causes the message you send to be different from the messageyour audience understands.

Communication Barriers - Obstacles to effective

communication.

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©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 6

1. The sender is unsure what message to communicate

2. The message is not clearly encoded

3. The wrong channel is chosen

4. The message is improperly decoded

5. The receiver lacks experience or time

Noise occurs if:

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Communication Barriers: “That’s Not What I Meant!”

• Physical barriers

• Language barriers

• Body language barriers

• Perceptual barriers

• Organizational barriers

• Cultural barriers

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Intercultural Communication

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As globalization gains speed, intercultural communication will

become increasingly pivotal to long-term business success

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Nonverbal Communication: Beyond the Words

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Reinforce the meaning of your message.

• Eye contact

• Tone of voice

• Facial expressions

• Gestures and posture

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Active Listening: The Great Divider

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Hourly Employee 30%

Manager 60%

Executive 75%

Top Salesman 75%

% of time spent listening: 85% of our learning is derived

from listening.

International Listening Association

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Choose the Right Channel: A Rich Array of Options

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Communication Channels –

Figuring out the right way to send a message.The number of options is

growing…

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Choose the Right Channel: A Rich Array of Options

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Memos/Reports Very Low. No information from tone or body language.

Email Very Low. No information beyond words.

Instant Message Very Low. Very few words lead tobasic communication.

Voice Mail Low. The audience gains tone but no body language.

Telephone Conversation Moderate. The audience benefits from changes in your tone.

Videoconferencing High. Conveys richness similar to in-person communication.

In-Person Presentation High. Audience experiences all elements of message.

Face-Face Meeting Very High. Audience experiences full message most directly.

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Consider the Audience: It’s Not About You!

Expectations• What kind of language do most people use in

the organization?

Education• What vocabulary should you use?• How complex should you make the message?

Profession• Are there professional acronyms and jargon

that can impact your message?

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Pick the Right Words: Is That Car Pre-loved or Just Plain Used?!

In business, your message is competing with limited attention

The right words can encourage your audience to stay with you

The right words, begin with the needs of your audience

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Pick the Right Words: Be Concise

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“I will spend an hour editing an eight word sentence into five”

- Jerry Seinfield Be clear and concise

But include all required information

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Pick the Right Words: Avoid Slang & Bias

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Do not alienate yourself by using slang in

written or verbal communication.

AVOID:• Gender Bias• Age Bias• Race, Ethnicity and Nationality Bias

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Looking Back

• Why is excellent business communication important?

• What are the key elements of nonverbal communication?

• What are the different communication channels and what makes them effective?

• How do you choose the right words for effective communication?

• How do you compose effective business memos, letters and emails?

• How do you deliver successful verbal presentations?

17

BUSN 5 Business Communication: Creating and Delivering Messages that Matter ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or.

Documents

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effective communication

excellent communication

cengage learning

accessible website

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