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1. Chapter 1
Achieving Success Through
Effective Business
Communication
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 1 -

2. Learning Objectives
1. Understand why communication matters
2. Define professional communication
3. Assess business communication issues
4. Explore the communication process
5. Review communication technology
6. Investigate ethical communication
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3. Understanding Why
Communication Matters
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4. For Your Career
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•Pursue Ambitions
•Express Ideas

5. For Your Company
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Marketplace
Ties
Conversations
and Trends
Financial
Outcomes
Productivity
and Problems

6. For Your Company
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Potential
Problems
Decision
Making
Employee
Engagement
Marketing
Messages

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Effective Communication
Chapter 1 -
•Practical
•Factual
•Concise
•Clear
•Persuasive

8. Summary of Discussion
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9. Communicating as
a Professional
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10. What Is Professionalism?
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•Excellence
•Teamwork
•Ethical Behavior

11. What Is Professionalism?
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•Dependability
•Etiquette
•Positive Attitude

12. What Employers Expect
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Organizational Skills
Coherence and Persuasion
Active Listening Skills

13. What Employers Expect
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Communication Diversity
Communication Technology
Writing and Speaking Skills

14. What Employers Expect
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Business Etiquette
Ethical Communication
Time Management Skills

15. Communicating in an
Organizational Context
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Informal Grapevine
Social Media
Interaction
Formal Horizontal
Upward
Downward

16. Center on Your Audience
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The “You” Attitude
Emotional Intelligence
Business Etiquette

17. Summary of Discussion
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18. Unique Challenges of
Business Communication
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19. Global Business
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Business Communication

20. Workforce Diversity
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Workplace Communication

21. The Value of Information
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•Competitors
•Customers
•Regulations

22. Pervasive Technology
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Technical Expertise

23. Organizational Structures
and Leadership Styles
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Tall Flat
NetworkMatrix

24. Reliance on Teamwork
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•Effective Communication
•Complex Group Dynamics

25. Summary of Discussion
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26. Exploring the
Communication Process
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27. Communication Model
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1. Sender has an idea
2. Sender encodes the idea
3. Sender produces the message
4. Sender transmits the message

28. Communication Model
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5. Audience receives the message
6. Audience decodes the message
7. Audience responds to the message
8. Audience provides feedback

29. External Barriers
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Noise and
Distractions
Competing
Messages
Message
Filtering
Channel
Breakdowns

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Audience Mindset
•Receiving
•Decoding
•Responding

31. Social Communication
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Business
Communication 2.0
Business
Communication 1.0
“We talk, you listen” “Let’s have a conversation”

32. Business Communication
2.0 Model
Traditional
Approach
Social Media
Approach
Hybrid
Method
Strategic
Plans
Policies
Customer
Support
Project
Updates
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33. Summary of Discussion
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34. Using Technology in
Business Communication
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35. Maintain Perspective
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•Getting Tasks Done
•Communicating

36. Information Overload
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Less
Productive
More
Stressful

37. Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 37Chapter 1 -
•Policies
•Guidelines
•Training
Productivity Issues

38. Reconnect with People
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Maintaining
Relationships
Solving Tough
Problems

39. Summary of Discussion
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40. Committing to Ethical and
Legal Communication
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41. Unethical Messages
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Plagiarism
Omitting Information
Selective Misquoting

42. Unethical Messages
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Misrepresenting Numbers
Distorting Visuals
Privacy and Security

43. Ethical Questions
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•Ethical Lapse
•Ethical Dilemma

44. Ethical Communication
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• Policies and Structures
• Company Leadership
• Individual Employees

45. Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 45Chapter 1 -
Promotions and
Contracts
Employment
Messages
Intellectual
Property
Financial
Reporting
Defamation Transparency
Legal Communication

46. Summary of Discussion
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47. Chapter 1
Achieving Success Through
Effective Business
Communication
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 47Chapter 1 -

48. Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 48Chapter 1 -