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

Chapter 1 - Succeeding in business communication. After studying this chapter, you will know: What the benefits of good communication are, why students need to be able to communicate well, what the costs of communication are, what the costs of poor communication are, what the basic criteria for effective messages are, what role conventions play in business communication, how to solve business communication problems.

Chapter 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 Who are your audiences? What are your purposes? What information must you include? How can you support your position? What reasons or benefits will your audience find convincing? 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 ... 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. . .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... Friendly Businesslike Positive 1? ?12 Solving? ?Business? ?Communication  Problems, continued…  Edit draft for standard English  Names  Numbers  Use responses to plan future messages 1? ?13