chapter 5:business communication · chapter 5:business communication ... • what are the elements...

ÿ© 2009 South-Western, a division of Cengage Learning

Chapter 5:BUSINESS COMMUNICATION

Creating and Delivering Messages that Matter

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© 2009 South-Western, a division of Cengage Learning

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• Why are good communication skills important?

• What are the elements of nonverbal communication?

• Why is it important to choose the correct communication channel?

• Why is it important to choose the right words?

• What are tools to deliver successful verbal presentations?

LOOKING AHEAD

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© 2009 South-Western, a division of Cengage Learning

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COMMUNICATION SKILLS:YOUR INVISIBLE ADVANTAGE

Noise - Any interference that causes the message you send to be different from the messageyour audience understands.

Communication Barriers - Obstacles to effective

communication.

Effective Communication – Happens when you transmit

meaning – relevant meaning- to your audience.

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COMMUNICATION BARRIERS: THAT’S NOT WHAT I MEANT

• Physical barriers

• Language barriers

• Body language barriers

• Perceptual barriers

• Organizational barriers

• Cultural barriers

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INTERCULTURAL COMMUNICATION

As globalization gains speed, intercultural communication will

become increasingly pivotal to long-term business success

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NON-VERBAL COMMUNICATION: BEYOND THE WORDS

Reinforce the meaning of your message.

– Eye contact

– Tone of voice

– Facial expressions

– Gestures and posture

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ACTIVE LISTENING: THE GREAT DIVIDER

Hourly Employee 30%

Manager 60%

Executive 75%

Top Salesman 75%

% of time spent listening: ““

“Lying is done with

words and also with

silence”

- Adrienne Rich

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CHOOSE THE RIGHT CHANNEL: A RICH ARRAY OF OPTIONS

Consider the audience, it’s

not about you!

Communication Channels –

Figuring out the right way to send a message.The number of options is

growing…

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COMMUNICATION CHANNELS

Memos/ReportsLow. No information from tone or

body language

E-MailVery Low. No information beyond

words.

Instant MessageVery Low. Very few words are used,

Communication is basic.

Voice MailLow. The audience gains tone but

no body language.

Telephone ConversationModerate. The audience benefits

from your tone.

VideoconferencingHigh. With technology, the channel

conveys much of the richness.

In-Person ConversationHigh. Audience experiences

elements of message.

Face-Face MeetingVery High. Audience experiences

full message.

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PICK THE RIGHT WORDS: ANALYZE YOUR AUDIENCE

• 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?

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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

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PICK THE RIGHT WORDS: AVOID SLANG

Do not alienate yourself by using slang in

written or verbal communication.

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PICK THE RIGHT WORDS: AVOID BIAS

• Gender Bias

• Age Bias

• Race, Ethnicity and Nationality Bias

• Use Active Voice Where Possible

Active Voice – the subject of your verb is doing the action

Passive Voice – the subject of your sentence is not doing the action described by the verb

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately

Be clear and direct when choosing your words:

Close Proximity

Transmit

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© 2009 South-Western, a division of Cengage Learning

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately About

Be clear and direct when choosing your words:

Close Proximity

Transmit

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© 2009 South-Western, a division of Cengage Learning

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately

If

About

Be clear and direct when choosing your words:

Close Proximity

Transmit

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© 2009 South-Western, a division of Cengage Learning

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately

If

If

About

Be clear and direct when choosing your words:

Close Proximity

Transmit

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© 2009 South-Western, a division of Cengage Learning

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately

Use

If

If

About

Be clear and direct when choosing your words:

Close Proximity

Transmit

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© 2009 South-Western, a division of Cengage Learning

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately

Can

Use

If

If

About

Be clear and direct when choosing your words:

Close Proximity

Transmit

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© 2009 South-Western, a division of Cengage Learning

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately

Can

Use

If

If

About

Be clear and direct when choosing your words:

Close Proximity Near

Transmit

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© 2009 South-Western, a division of Cengage Learning

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JUST PLAIN ENGLISH

Has the capability to

Utilize

In the event that

Provided that

Approximately

Can

Use

If

If

About

Be clear and direct when choosing your words:

Close Proximity Near

Transmit Send

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© 2009 South-Western, a division of Cengage Learning

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WRITE HIGH-IMPACT MESSAGES: BREAKING THROUGH THE CLUTTER

• Strike the right tone

• Don’t make grammar goofs

• Use block paragraphs

• Use headings and bulleted lists

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WRITING: STRIKE THE RIGHT TONE

• Use common words in most situations

– use versus utilize

• Use active voice

– We made a mistake versus A mistake was made

• Use personal pronouns whenever appropriate

– I, you

• Use contractions as often as you would when speaking

– I’ll, don’t, here’s

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WRITING: DON’T MAKE GRAMMAR GOOFS

• It is OK to end a sentence with a preposition when doing so sounds natural– Where is this book from? is much better than From where

is this book?

• It is OK to begin sentences with “And” or “But” – Most teens enjoy videogames with a moderate level of

violence. But a small, vocal minority strongly advocates a more clean-cut approach

• It is OK to split infinitives – Try to effectively film the next scene is a perfectly

acceptable sentence

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WRITING: USE BLOCK PARAGRAPHS

• Standard Business Writing

– Use single spacing

– Double space between paragraphs

– Do not indent the first sentence of your paragraphs

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WRITING: USE HEADINGS AND BULLETED LISTS

• Headings

– Not a title, but subject label

– Effective even in short documents

• Bulleted List

– Engage your readers

– Direct their attention

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TIPS FOR EXCELLENT EMAIL

• Consider both your primary and secondary readers.

• Keep it short.

• Don’t forget to proofread.

• Use standard writing.

• Avoid attachments.

• Don’t assume privacy.

• Respond promptly to e-mails.

• Assume the best.

• Create a compelling subject line.

• Think before you write, and think again before you send!

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VERBAL PRESENTATIONS: HOOK ‘EM AND REEL ‘EM IN!

The Opening

• An interesting or startling statistic

• Audience involvement

• A compelling story or anecdote

• A relevant simile or metaphor

• Engaging questions

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HOOK ‘EM AND REEL ‘EM IN!

The Body• Introduce key points

• Include statistics, data, expert quotes

The Close • Summarize key points

• Verbally signal your conclusion

Questions• Indicate time for questions

• Be prepared

Visual Aids• Increase retention

• PowerPoint is only a tool

Handling Nerves • Use your nervousness (adrenalin)

• Mitigate anxiety

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TIPS FOR A DYNAMIC DELIVERY

• PRACTICE!

• Know your material, but never memorize.

• Look at your audience at least 50% of the time.

• Vary your voice, expression, and body language.

• Use selective notes.

• Stick to your allotted time.

• Slow down and listen to yourself.

• Don’t apologize (unless you really did something wrong!).

• Remember to use natural gestures.

• PRACTICE!

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© 2009 South-Western, a division of Cengage Learning

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LOOKING BACK

• Why are excellent communication skills important?

• What are the key elements of nonverbal communication?

• How do you choose an effective communication channel for your message?

• How do you choose the right words for effective communication?

• What are strategies to write effective business messages?

• What are tools to deliver successful verbal presentations?