Chapter 1

Business Communication, Management & Success

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Types of Communication
Verbal Nonverbal
Computer graphics Company logos Smiles Size of an office Location of people at meetings Face-to-face Phone conversations Informal meetings Presentations E-mail messages Letters

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Communication Purposes
All business communication has three basic purposes
To inform (explain) To request or persuade (urge action) To build goodwill (make good image)

Most messages have more than one purpose

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Audiences
Internal
Go to people inside organization Memo to subordinates, superiors, peers

External
Go to people outside organization Letter to customers, suppliers, others

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Benefits & Costs

Effective writing
Saves time Increases ones productivity Communicates points more clearly Builds goodwill

Poor writing
Wastes time Wastes effort Loses goodwill
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Criteria for Effective Messages

Clear Complete Correct Saves receivers time Builds goodwill

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10 Business Trends
1. Technology 2. Focus on quality, customers needs 3. Entrepreneurship 4. Teamwork 5. Diversity 6. Globalization and outsourcing 7. Legal and ethical concerns 8. Balancing work and family 9. Job Flexibility 10. Rapid rate of change
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Conventions
Conventionswidely 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

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Analyze Situations: Ask Questions

Whats at staketo whom? Should you send a message? What channel should you use? What should you say? How should you say it?

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Solving Business Communication Problems

Gather knowledge Answer six analysis questions Brainstorm solutions Organize information to fit
Audiences Purposes Situation

Make document look inviting

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Solving Business Communication Problems, continued

Revise draft for tone
Friendly Businesslike Positive

Edit draft for standard English

Names Numbers

Use replies to plan future messages

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Six Analysis Questions

1. 2. 3. 4. 5. Who are your audiences? What are your purposes? What information must you include? How can you support your position? What audience objections do you expect? 6. What part of context may affect audience reaction?
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Organize to Fit Audience, Purpose, Situation

1. Put good news first 2. Put the main point/question first 3. Persuade a reluctant audience by delaying the main point/question

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Make Message Look Inviting

Use subject line to orient reader Use headings to group related ideas Use lists for emphasis Number items if order matters Use short paragraphssix lines max.

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Create Positive Style

Emphasize positive information
Give it more space Use indented list to set it off

Omit negative words, if you can Focus on possibilities, not limitations

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Edit Your Draft

Double-check these details
Readers name Any numbers First and last

Spelling, grammar, punctuation Always proofread before sending

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Use Response to Plan Next Message

Evaluate feedback you get
If message fails, find out why If message succeeds, find out why

Success = results you want, when you want them

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