BUSN 3rd kelly mcgowen chapter5

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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.

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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?
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.

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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

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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.

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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
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Transmit
Message

Receiver
Feedback to Sender

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ii
ss
ee

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N
oo
ii
ss
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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.

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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.

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Business Communication: Creating and Delivering Messages that Matter

Noise occurs if:
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
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.

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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.

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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.

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Business Communication: Creating and Delivering Messages that Matter

Nonverbal Communication: Beyond the Words

Reinforce the meaning of your message.

•
•
•
•

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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.

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Business Communication: Creating and Delivering Messages that Matter

Active Listening: The Great Divider

% of time spent listening:

Hourly Employee
Manager
Executive
Top Salesman

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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.

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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.

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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
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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.

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Business Communication: Creating and Delivering Messages that Matter

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?

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.

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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.

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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.

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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.

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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?
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.

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