Business Communication Chapter 1

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Questions and Answers

What was the main cause of the software error mentioned in the passage?

Communication errors (correct)

Hardware malfunction

Lack of resources

Insufficient training

Which of the following is an example of an external audience?

Subordinates

Peers

Customers (correct)

Superiors

What is the main reason why business depends on effective communication?

Because it is a common activity on the job

Because it is a mandatory requirement

Because it helps to avoid misunderstandings (correct)

Because it increases profit

What is the purpose of conventions in communication?

To make messages easier to understand Signup and view all the answers

What percentage of employees use email for communication?

100% Signup and view all the answers

What is an example of an internal document?

Monthly report Signup and view all the answers

What is an example of wasted effort arising from communication problems?

The Mars Climate Orbiter spacecraft losing contact with NASA mission control Signup and view all the answers

What should be considered when analyzing a communication scenario?

The purpose, audience, and initial reaction to the message Signup and view all the answers

What type of communication is essential for technical reports?

Written communication Signup and view all the answers

What can change over time in communication?

Conventions Signup and view all the answers

What is a benefit of good communication in business?

Enhanced customer satisfaction Signup and view all the answers

What is an example of a document that is used to adjust a claim?

Claims adjustment Signup and view all the answers

What percentage of employees prepare formal reports?

62% Signup and view all the answers

What is necessary for conventions to be effective?

They should fit the rhetorical situation Signup and view all the answers

What is an essential skill for effective communication in business?

Communication skills Signup and view all the answers

What type of communication is commonly used in business?

Written communication Signup and view all the answers

What is the primary goal of a message?

To persuade the audience to take action Signup and view all the answers

What is an important consideration when assessing the audience's reaction to a message?

Whether they will see the message as important Signup and view all the answers

What is a key characteristic of an ethical message?

It respects the audience and presents the message honestly Signup and view all the answers

What should be considered when conveying an ethical message?

Whether the language is clear and respectful to the audience Signup and view all the answers

What is an important aspect of document design in an ethical message?

Making reading easy and not attempting to distract the audience Signup and view all the answers

What is a key consideration when assessing the benefits of a message?

What benefits the audience will find convincing Signup and view all the answers

What is an important aspect of an audience's demographic characteristics?

Their level of education and income Signup and view all the answers

What should be considered when planning a message?

What the audience is likely to think or feel Signup and view all the answers

Study Notes

Good Communication Benefits Business

Effective communication is crucial in business as it benefits the organization and the individual
Good communication skills can improve job prospects, career advancement, and personal growth

Communication Skills Benefit You

Communication skills are essential for success in any profession
Developing good communication skills can enhance one's career and personal life

Communication Is Common on the Job

Various communication methods are used in the workplace, including:
- Email (100% of employees)
- Presentations with visuals, such as PowerPoint slides (100%)
- Memos and correspondence (70%)
- Formal reports (62%)
- Technical reports (59%)

Need More than Technical Skills

Technical skills are insufficient for success in business; communication skills are also necessary
Situational-specific communication and follow-up phone calls with written documentation are essential

Costs of Poor Communication

Poor communication can lead to significant costs, such as the failure of the Mars Climate Orbiter spacecraft, which was caused by communication errors
Effective communication can help avoid such mistakes

Two Levels of Audience

Internal audience:
- Subordinates
- Superiors
- Peers
External audience:
- Customers
- Suppliers
- Distributors
- Unions
- Stockholders
- Associations
- Special interests
- Government agencies
- General public

Types of Documents

Internal documents:
- Transmittal
- Monthly report
- Quarterly report
- Policy and procedure bulletin
- Request to deviate from policy and procedure bulletin
- Performance appraisal
- Congratulations memo
External documents:
- Price quotation
- Claims adjustment
- Job description
- 10-K report
- Annual report
- Thank you letter

Basic Criteria for Effective Message

Effective messages should be clear, concise, and well-organized
They should also be audience-centered, consider the context, and be free of errors

Defining Conventions

Conventions are widely accepted practices that make messages easier to understand
They change over time, vary by organizational setting, and need to fit the rhetorical situation (audience, purpose, context)

Analyzing a Communication Scenario

To analyze a communication scenario, ask yourself:
- What is your purpose in communicating?
- Who is your audience?
- How will the audience initially react to the message?
- What information must your message include?
- What benefits will your audience find convincing?
- How can you ensure that you communicate ethically?

Purpose

The purpose of a message is to get the audience to do something, such as:
- Accept an idea
- Change their mind
- Complete a task
- Know something
- Remember something
- Other?

Audience

Consider the demographic and psychographic characteristics of your audience
Identify whether your audience is an individual or a group

Audience Reaction

Consider how your audience will initially react to your message
Will they see it as important, be resistant, or dislike the message coming from you?

Needed Content

Determine what information your message must include

Benefits

Identify the benefits your audience will find convincing

Conveying an Ethical Message

Ensure that your message is clear, respectful, and honest
Use graphics to help the audience understand, but avoid distracting or confusing them
Design the document to make reading easy and avoid trying to make readers skip key points

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Description

Learn about the importance of effective communication in business and how it can lead to success. This chapter covers the fundamental principles of business communication.