1.1 To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall EXCELLENCE IN BUSINESS COMMUNICATION John V. Thill Courtland L. Bovée Prepared by Jimidene Murphey
1.1
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
EXCELLENCE IN BUSINESS
COMMUNICATION
John V. Thill
Courtland L. Bovée
Prepared by Jimidene Murphey
1.2
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Chapter 1
Understanding Business Communication
1.3
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Chapter 1 Objectives
Explain why effective communication is important in organizations and how it can help you succeed in business.
Discuss four changes in the workplace that are intensifying the need to communicate effectively.
Describe how organizations share information internally and externally.
List and define the six phases of the communication process.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Chapter 1 Objectives
Identify four types of communication barriers.
Discuss four guidelines for overcoming communication barriers.
Differentiate between an ethical dilemma and an ethical lapse.
continued
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Effective Communication
Communication is the process of sending and receiving messages.
It is effective only when people understand each other stimulate others to
take action encourage others to
think in new ways
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Organizational Benefits
Increase productivity Anticipate problems Make decisions Coordinate workflow Supervise others Develop relationships Promote products Shape impressions Understand needs of stakeholders
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Adapting to the Changing Workplace
Culturally diverse work force
Culturally diverse work force
Team-based groupsTeam-based groups
Age of InformationAge of Information
Internet speedInternet speed
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Formal InternalCommunication Network
DownwardSupervisor
Staff
HorizontalDepartment Department
UpwardSupervisor
Staff
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Horizontal Communication
Supervisors
Staff
Departments
Top-level managers
Lower-level managers
Departments
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Upward or Downward Communication?
Weekly accident report from line supervisor to personnel manager
Memo from department supervisor to staff members telling them of upcoming departmental meeting
Meeting between marketing team and production team
UpwardDownwardHorizontal
QuickQuiz
QuickQuizQuickQuiz
QuickQuizQuickQuiz
QuickQuiz
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
External Communication
Company
CustomersCustomers
JournalistsJournalists
CompetitorsCompetitors Community Representatives
Community Representatives
VendersVenders InvestorsInvestors
DistributorsDistributors
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Outside Communication
Formal Press statements, investor letters,
advertisements, price changes, and litigation updates
Usually prepared by marketing or public relations team
Informal Employees create an impression of the
organization and gain information when they interact or network with the outside world.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Communication Process
Senderencodes
idea
Sendertransmits
Receivergets
message
Sender has an
idea
Receiver decodes message
Receiver gives
feedback
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Communication Barriers
Give examples of each of the following communication barriers or noise:
Let’sDiscuss Let’s
Discuss Let’s
Discuss Let’s
Discuss Let’s
Discuss Let’s
Discuss Let’s
Discuss Let’s
Discuss
Perceptual differencesPerceptual differences
Restrictive environments
Restrictive environments
Deceptive tactics
Deceptive tactics
DistractionsDistractions
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Overcoming Barriers
Improve communication by evaluating responses to your messages.
Change your approach by choosing another medium or by reworking your message.
Activity Activity Activity Activity Activity Activity Activity Activity
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Traits of Good Communicators
In ControlIn Control
CongenialCongenial
PerceptivePerceptive
CredibleCredible
PrecisePrecise
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Guidelines to Becoming a Good Communicator
1. Adopt an audience-centered approach.
2. Foster open communication.
3. Create clean, efficient messages.
4. Be ethical in your communications.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Audience-Centered Approach
Always make your message meaningful to your audience.
Learn all you can about your audience.
Use common sense and imagination to project yourself into the audience’s position.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Climate of Open Communication
Modify number of organizational levels..
Facilitate feedback.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Lean, Efficient Messages
Give examples of how you could do each of the following:
Reduce messagesReduce messages
Minimize distractionsMinimize distractions
Use technology responsibly
Use technology responsibly
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Ethical Communication
Ethics are the principles of conduct that govern a person or group.
Ethical Communication includes all relevant information, is true in every sense, and is not deceptive in any way.
Commit to ethical communication.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Test Your Knowledge
Define communication and list four of the eight benefits of effective communication.
How is technology changing communication in the workplace?
How does internal communication differ from external communication?
In what direction can information travel within an organization's formal hierarchy?
Let’s Discuss
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
What is the grapevine, and why should managers know how it works?
In which of the six phases of the communication process do messages get encoded and decoded?
How can information overload affect communication?
continued
Test Your Knowledge
Let’s Discuss
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Why should communicators take an audience-centered approach to communication?
How does corporate culture affect the communication climate within an organization?
Define ethics, and explain what ethical communication covers.
Let’s Discuss
Test Your Knowledge continued