Transcript Chapter 1 Succeeding in Business Communication

Chapter 1
Succeeding in Business
Communication
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Chapter Learning Objectives







LO 1-1 What the benefits of good communication are
LO 1-2 Why students need to be able to communicate
well
LO 1-3 What the costs of communication are
LO 1-4 What the costs of poor communication are
LO 1-5 What the basic criteria for effective messages are
LO 1-6 What role conventions play in business
communication
LO 1-7 How to solve business communication problems
1-2
Forms of Communication

Verbal





Face-to-face
Phone
conversations
Informal
meetings
Presentations
Text messages
 Nonverbal





Computer graphics
Company logos
Smiles
Size of an office
Location of people at
meetings
1-3
Communication Purposes

Business communication has three
purposes
 To
inform
 To request or persuade
 To build goodwill

Most messages have more than one
purpose
1-4
Audiences

Internal

Go to people inside organization
 Memo to subordinates, superiors,
peers

External

Go to people outside organization
 Letter to customers, suppliers, others
1-5
Benefits & Costs

Effective communication





Saves time
Increases productivity
Communicates ideas more clearly
Builds goodwill
Poor communication




Wastes time
Wastes efforts
Loses goodwill
Causes legal problems
1-6
Criteria for Effective Messages
 Clear
 Complete
 Correct
 Saves receiver’s
time
 Builds goodwill
1-7
Conventions




Widely 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
1-8
Ask Questions to Analyze Situations
 What’s at stake—to whom?
 Should you send a message?
 What channel should you
use?
 What should you say?
 How should you say it?
1-9
Solving Business Communication Problems
 Gather knowledge
 Brainstorm solutions
 Answer five analysis questions
1-10
Five 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?
What reasons or benefits will your
audience find convincing?
5. What part of the context may affect
audience response?
1-11
Solving Business Communication
Problems, continued…

Organize information to fit

Audiences
 Purposes
 Situation


Make document visually inviting
Revise draft for tone

Friendly
 Businesslike
 Positive
1-12
Solving Business Communication
Problems, continued…
 Edit draft for standard English
 Names
 Numbers
 Use responses to plan future
messages
1-13