5 BUSN 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 ©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 you choose the right words for effective communication? • How you compose effective business memos, letters and emails? • How you deliver successful verbal presentations? BUSN ©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 Excellent Communication Skills: Your Invisible Advantage Effective Communication – Happens when you transmit meaning – relevant meaningto your audience BUSN 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 ©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 The Interpersonal Communication Process Sender Message Message to to be be Conveyed Conveyed Encode Message 2.1 BUSN Transmit Message Receiver Feedback to Sender N N oo ii ss ee N N oo ii ss ee N N oo ii ss ee N N oo ii ss ee Communication Channel Message Message that that was was Understood Understood Decode Message Receive Message ©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 Communication Barriers: “That’s Not What I Meant!” Communication Barriers Obstacles to effective communication Noise - Any interference that causes the message you send to be different from the message your audience understands BUSN ©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 5 Business Communication: Creating and Delivering Messages that Matter Noise occurs if: The sender is unsure what message to communicate The message is not clearly encoded The wrong channel is chosen The message is improperly decoded The receiver lacks experience or time BUSN ©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 Communication Barriers: “That’s Not What I Meant!” • Physical barriers • Language barriers • Body language barriers • Perceptual barriers • Organizational barriers • Cultural barriers BUSN ©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 Intercultural Communication As globalization gains speed, intercultural communication will become increasingly pivotal to longterm business success BUSN ©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 Nonverbal Communication: Beyond the Words Reinforce the meaning of your message • • • • BUSN Eye contact Tone of voice Facial expressions Gestures and posture ©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 Active Listening: The Great Divider % of time spent listening: Hourly Employee Manager Executive Top Salesman BUSN 30% 60% 75% 75% 85% of our learning is derived from listening International Listening Association ©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 10 Business Communication: Creating and Delivering Messages that Matter Choose the Right Channel: A Rich Array of Options Communication Channels – Figuring out the right way to send a message The number of options is growing… BUSN ©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 11 Business Communication: Creating and Delivering Messages that Matter Choose the Right Channel: A Rich Array of Options Memos/Reports Email Instant Message Voice Mail Telephone Conversation Videoconferencing In-Person Presentation Face-Face Meeting BUSN Very Low No information from tone or body language Very Low No information beyond words Very Low Very few words lead to basic communication Low The audience gains tone but no body language Moderate The audience benefits from changes in your tone High Conveys richness similar to in-person communication High Audience experiences all elements of message Very High Audience experiences full message most directly ©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 12 Business Communication: Creating and Delivering Messages that Matter Consider the Audience: It’s Not About You! Expectations • What kind of language 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? BUSN ©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 13 Business Communication: Creating and Delivering Messages that Matter 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 BUSN ©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 14 Business Communication: Creating and Delivering Messages that Matter Pick the Right Words: Be Concise “I will spend an hour editing an eight word sentence into five” - Jerry Seinfield  Be clear and concise  But include all required information BUSN ©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 15 Business Communication: Creating and Delivering Messages that Matter Pick the Right Words: Avoid Slang & Bias Do not alienate yourself by using slang in written or verbal communication AVOID: • Gender Bias • Age Bias • Race, Ethnicity and Nationality Bias BUSN ©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 16 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 you choose the right words for effective communication? • How you compose effective business memos, letters and emails? • How you deliver successful verbal presentations? BUSN ©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 17 ... effective business memos, letters and emails? • How you deliver successful verbal presentations? BUSN ©2011 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted... Effective Communication – Happens when you transmit meaning – relevant meaningto your audience BUSN I know that you believe that you understand what you think I said, but I am not sure you realize... Interpersonal Communication Process Sender Message Message to to be be Conveyed Conveyed Encode Message 2.1 BUSN Transmit Message Receiver Feedback to Sender N N oo ii ss ee N N oo ii ss ee N N oo ii ss ee