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Lecture Business and administrative communication: Chapter 1 - Kitty O. Locker, Donna S. Kienzler

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Chapter 1
Succeeding in Business
Communication

Copyright © 2015 McGraw­Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw­Hill 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

1­2


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


1­3


Communication Purposes



Business communication has three
purposes
 To

inform
 To request or persuade
 To build goodwill


Most messages have more than one
purpose

1­4


Audiences


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




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



1­5


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


1­6


Criteria for Effective Messages
 Clear
 Complete

 Correct
 Saves receiver’s
time
 Builds goodwill

1­7


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


1­8


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?

1­9



Solving Business Communication Problems
 Gather knowledge
 Brainstorm solutions
 Answer five analysis questions

1­10


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?
1­11


Solving Business Communication 
Problems, continued…


Organize information to fit





Audiences
Purposes
Situation

Make document visually inviting
 Revise draft for tone






Friendly
Businesslike
Positive
1­12


Solving Business Communication 
Problems, continued…
 Edit draft for standard English
 Names

 Numbers

 Use responses to plan future
messages


1­13



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