Business Communication
Today
Fourteenth Edition
Chapter 1
Introduction
Learning Objectives (1 of 3)
1.1 Explain the importance of effective
communication to your career and to
the companies where you will work.
1.2 Explain what it means to
communicate as a professional in a
business context.
1.3 Describe the communication process
model and the ways social media are
changing the nature of business
communication.
Learning Objectives (2 of 3)
1.4 Outline the challenges and opportunities of
mobile communication in business.
1.5 List four general guidelines for using
communication technology effectively.
1.6 Define ethics, explain the difference
between an ethical dilemma and an ethical
lapse, and list six guidelines for making
ethical communication choices.
Learning Objectives (3 of 3)
1.7 List the advantages and disadvantages of working in teams,
describe the characteristics of effective teams, and highlight
four key issues of group dynamics.
1.8 Offer guidelines for collaborative communication, identify
major collaboration technologies, and explain how to give
constructive feedback.
1.9 List the key steps needed to ensure productive team meetings.
1.10Identify the major technologies used to enhance or replace in-
person meetings.
1.11 Identify three major modes of listening, describe the listening
process, and explain the problem of selective listening.
1.12 Explain the importance of nonverbal communication, and
identify six major categories of nonverbal expression.
1.13 Explain the importance of business etiquette, and identify
four key areas in which good etiquette is essential.
Communication is Important
to Your Career
Your career will give you the opportunity to
communicate, collaborate and share ideas with
many people, both inside and outside your
organization
You may be an employee, executive, consultant
or freelancer to a company
You may become an entrepreneur
In all these roles, communication skills may be
the single most important skill you possess
Figure 1.1 Sharing
Information
Communication is Important
to Your Company
Regardless of where you work, effective
communication helps businesses be successful in
numerous ways, including
Building Trust
Closer Ties to the Community
Client Relations
Increased Productivity
Marketing and Sales
Employee Relations
What Makes Business
Communication Effective?
Give facts rather than vague impressions
Present information in a concise, efficient manner
Clarify expectations and responsibilities
Offer compelling, persuasive arguments and
recommendations
Elements of Professionalism
Striving to excel
Being dependable and accountable
Being a team player
Demonstrating a sense of etiquette
Making ethical decisions
Maintaining a positive outlook
Understanding What
Employers Expect from You (1
of
2)
Digital Information Fluency
Ability to Organize Ideas
Ability to Express Ideas Concisely, Coherently
and Persuasively
Active Listening Skills
Excellent Communication with People from
Diverse Backgrounds
Understanding What
Employers Expect from You (2
of
2)
Effective and Efficient Use of
Communication Technologies
High Quality Writing and Speaking
Standards
Maintaining Business Etiquette at all times
Communicating Ethically at all times
Time Management and Critical Thinking
Communicating in an
Organizational Context
Figure 1.4 Formal Communication Network
Adopting an Audience-
Centered Approach
Focus on the “You” Attitude
Emotional Intelligence
Business Etiquette
What is important to your audience?
Biases
Education, Age, and Status
Style
Personal and Professional Concerns
Ethical Communication
Includes All Relevant Information
Is True in Every Sense
Is Not Deceptive in Any Way
Unethical
Communication
Plagiarizing
Omitting Essential Information
Selective Misquoting
Misrepresenting Numbers
Distorting Visuals
Failing to Respect Privacy or Security
Ensuring Ethical
Communication
Three Elements
Ethical Individuals
Ethical Company Leadership
Appropriate Policies and Structures
Code of Ethics
Ethics Audits
Ensuring Legal
Communication
Laws and Regulations Govern
Promotional Communication
Contracts
Employment Communication
Intellectual Property
Financial Reporting
Defamation
Transparency Requirements
Recognizing Various Types of
Listening
Content Listening
Critical Listening
Empathic Listening
Active Listening
Understanding the Listening
Process
Receiving
Decoding
Remembering
Evaluating
Responding
Overcoming Barriers to
Effective Listening (1 of 2)
Effective Listeners Ineffective Listeners
Listen actively Listen passively
Take careful and complete notes, when Take no notes or ineffective notes
applicable
Make frequent eye contact with the speaker Make little or no eye contact—or inappropriate eye
(depends on culture to some extent) contact
Stay focused on the speaker and the content Allow their minds to wander, are easily distracted,
work on unrelated tasks
Mentally paraphrase key points to maintain Fail to paraphrase
attention level and ensure Comprehension
Adjust listening style to the situation Listen with the same style, regardless of the
situation
Give the speaker nonverbal cues (such as Fail to give the speaker nonverbal feedback
nodding to show agreement or raising eyebrows
to show surprise or skepticism)
Save questions or points of disagreement until Interrupt whenever they disagree or don’t
an appropriate time understand
Overlook stylistic differences and focus on the Are distracted by or unduly influenced by stylistic
speaker’s message differences; are Judgmental
[continued]
Effective Listeners Ineffective Listeners
Make distinctions between main points and Are unable to distinguish main points from details
supporting details
Look for opportunities to learn Assume they already know everything that’s
important to know
Sources: Madelyn Burley-Allen, Listening: The Forgotten Skill (New York:
Wiley, 1995), 70–71, 119–120; Judi Brownell, Listening: Attitudes,
Principles, and Skills (Boston: Allyn & Bacon, 2002), 3, 9, 83, 89, 125; Larry
Barker and Kittie Watson, Listen Up (New York: St. Martin’s, 2000), 8, 9, 64.
Recognizing Nonverbal
Communication
Facial Expression
Gesture and Posture
Vocal Characteristics
Personal Appearance
Touch
Time and Space
Use Nonverbal
Communication Effectively
When You’re Talking
When You’re Not Talking
When You’re Listening
Business Etiquette in the
Workplace
Personal Appearance
Personal Grooming
Phone Skills
Dressing for Success
1 Smooth and Finished (Start 2 Elegant and Refined (Add 3 Crisp and 4 Up-to-the-Minute
with This) This to Column 1) Starched (Add Trendy (Add This to
This to Column 2) Column 3)
Choose well-tailored clothing Choose form-fitting (but Wear blouses or Supplement your
that fits well; it doesn’t have to not shirts that are or foundation
be expensive, but it does have to skin-tight) clothing—not appear starched. with pieces that
fit and be appropriate for swinging or flowing fabrics, ●● Choose closed reflect the latest
business. frills, or fussy trimmings. top-button shirts styles.
●● Keep buttons, zippers, and ●● Choose muted tones or button-down ●● Add a few pieces
hemlines in good repair. and soft colors or classics, shirt collars, in bold colors but
●● Select shoes that are such as a dark blue suit or higher-neckline wear them sparingly
comfortable enough for long a basic black dress. blouses, or long to
days but neither too casual nor ●● If possible, select a few sleeves with avoid a garish
too dressy for the office; keep classic pieces of jewelry French cuffs and appearance.
shoes clean and in good (such as a string of pearls cuff links. ●● Embellish your
condition. or diamond cuff links) for ●● Wear creased look with the latest
●● Make sure the fabrics you formal occasions. trousers or skirts jewelry and hairstyles
wear are clean, are carefully ●● Wear jackets that with a lower but keep the overall
pressed, complement an outfit and hemline. effect looking
and do not wrinkle easily. lend an air of formality to professional.
●● Choose colors that flatter your appearance.
your height, weight, skin tone, Avoid jackets with more
and style; sales advisors in good than
clothing stores can help you two tones; one color
choose. should
dominate.
Using Phones in the
Workplace
Be Conscious of How Your Voice Sounds
Be Courteous
Convey a Positive, Professional Attitude
End Calls With Courtesy and Clarity
Use Your Outgoing Voicemail Message
to Help Callers
Be Considerate and Clear When Leaving
Voicemail
Business Etiquette in Social
Situations
Meeting Others Business Meals
Representing Your Observing Dining Etiquette
Company
Introducing Yourself Choose Foods that are Easy
to Eat
Introducing Others Avoid Alcohol
Observing Customs – Choose Appropriate Topics
Especially for International for Conversation
Business
Business Etiquette Online (1 of 3)
Avoid Personal Attacks
Stay Focused on the Original Topic
Don’t Present Opinions as Facts
Follow Correct Grammar and Spelling
Use Virus Protection and Keep it Current
Business Etiquette Online (2 of 3)
Use Secure Passwords
Ask if it is a Good Time to IM Chat
Avoid Profanity and Emoticons
Avoid Multitasking
Never Assume Privacy
Business Etiquette Online (3 of 3)
Do NOT Use “Reply All”
Don’t Waste Others’ Time with Sloppy
or Confusing Messages
Respect Boundaries
Be Careful of Online Commenting
Mechanisms
Business Etiquette Using
Mobile Devices
Implement Good Personal Use Habits
Be Careful Using Virtual Assistants
Be Aware of Expectations and Policies