Chapter 1 (1).pptx

Because learning changes everything. ® Chapter 01 Succeeding in Business Communication Business depends on effective communication. Business Communication Thirteenth Edition Kitty O. Locker, Jo Mackiewicz, J...

Because learning changes everything. ® Chapter 01 Succeeding in Business Communication Business depends on effective communication. Business Communication Thirteenth Edition Kitty O. Locker, Jo Mackiewicz, Jeanine Elise Aune, Donna S. Kienzler © 2023 McGraw Hill, LLC. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of McGraw Hill, LLC.  Learning Objectives 1-1 Describe the benefits of good communication. 1-2 Explain why you need to be able to communicate well. 1-3 Describe the costs of poor communication. 1-4 Describe communicating on the job. 1-5 Explain the basic criteria for effective messages. 1-6 Analyze a business communication situation. © McGraw Hill, LLC 2  Good Communication Benefits Business © McGraw Hill, LLC 3  Communication Skills Benefit You © McGraw Hill, LLC 4  Communication Is Common on the Job Email (100% of employees) Presentations with visuals, such as PowerPoint slides (100%) Memos and correspondence (70%) Formal reports (62%) Technical reports (59%) © McGraw Hill, LLC 5  Need More than Technical Skills Write, data entry, and phone calls Situational specific communication Follow-up phone calls with written documentation © McGraw Hill, LLC 6  Costs of Poor Communication One example of wasted effort arising from communication problems occurred when the Mars Climate Orbiter spacecraft lost contact with NASA mission control just after it arrived at Mars. A subsequent investigation revealed the main problem was a minor software- programming error caused by communication errors. Image: NASA © McGraw Hill, LLC 7  Two Levels of Audience Internal External Subordinates Customers Superiors Suppliers Peers Distributors Unions Stockholders Associations Special interests Government agencies General public © McGraw Hill, LLC 8  Types of Documents Internal Documents External Document Transmittal Price quotation Monthly report Claims adjustment Quarterly report Job description Policy and procedure 10-K report bulletin Annual report Request to deviate from Thank you letter policy and procedure bulletin Performance appraisal Congratulations memo © McGraw Hill, LLC 9  Basic Criteria for Effective Message © McGraw Hill, LLC 10  Defining Conventions Conventions are widely accepted practices Make messages easier to understand Change over time Vary by organizational setting Need to fit rhetorical situation (audience, purpose, context) © McGraw Hill, LLC 11  Analyzing a Communication Scenario 1. What is your purpose in communicating? 2. Who is your audience? 3. How will the audience initially react to the message? 4. What information must your message include? 5. What benefits will your audience find convincing? 6. How can you ensure that you communicate ethically? © McGraw Hill, LLC 12  Purpose What do you want the audience to do when they read your message? Accept an idea? Change their mind? Complete a task? Know something? Remember something? Other? © McGraw Hill, LLC 13  Audience Individual or group Demographic characteristics Psychographic characteristics © McGraw Hill, LLC 14  Audience Reaction Will your audience see your message as important? be resistant to your message? dislike the message coming from you? © McGraw Hill, LLC 15  Needed Content © McGraw Hill, LLC 16  Benefits © McGraw Hill, LLC 17  Conveying an Ethical Message Is the language clear to the audience? Does it respect the audience? Do the words balance the organization’s right to present its best case with its responsibility to present its message honestly? Do graphics help the audience understand? Or are graphics used to distract or confuse? Does the design of the document make reading easy? Does document design attempt to make readers skip key points? © McGraw Hill, LLC 18  Qualities of an Ethical Message Access the text alternative for these images © McGraw Hill, LLC 19  What questions do you have? © McGraw Hill, LLC 20  End of Main Content Because learning changes everything. ® www.mheducation.com © 2023 McGraw Hill, LLC. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of McGraw Hill, LLC.