BUSN 3rd kelly mcgowen chapter5

5 Business Communication:Creating and Delivering Messages that Matter • Why is excellent business communication important?. • What are the different communication channels and what makes

5 Business Communication:

Creating and Delivering Messages that Matter

• Why is excellent business communication important?

• What are the key elements of nonverbal communication?

• What are the different communication channels and what makes them effective?

• How do you choose the right words for effective

communication?

• How do you compose effective business memos, letters and emails?

• How do you deliver successful verbal presentations?

Your Invisible Advantage

Effective Communication –

Happens when you

transmit meaning –

relevant meaning-

to your audience

I know that you believe that you understand what you think I said, but I am not sure you realize that what you heard is not what I meant.

Unknown

The Interpersonal Communication Process

Encode

N o i s e

N o i s e

N o i s e

N o i s e

N o i s e

N o i s e

N o i s e

N o i s e

Transmit Message

Receive Message

Message

to be Conveyed

Message

to be Conveyed

Message that was Understood

Message that was Understood

Communication Channel

Feedback to Sender

2.1

“That’s Not What I Meant!”

Noise - Any interference that causes

the message you send to be different from the message your audience understands.

Communication Barriers -

Obstacles to effective

communication.

1 The sender is unsure what message

to communicate

2 The message is not clearly encoded

3 The wrong channel is chosen

4 The message is improperly decoded

5 The receiver lacks experience

or time

Noise occurs if:

“That’s Not What I Meant!”

• Physical barriers

• Language barriers

• Body language barriers

• Perceptual barriers

• Organizational barriers

• Cultural barriers

As globalization gains speed,

intercultural communication will

become increasingly pivotal to

long-term business success

Reinforce the meaning of your message.

• Eye contact

• Tone of voice

• Facial expressions

• Gestures and posture

Hourly Employee 30%

Top Salesman 75%

% of time spent listening: 85% of our

learning is derived from listening.

International Listening

Association

A Rich Array of Options

Communication Channels –

Figuring out the right way to send a message The number of options is

growing…

A Rich Array of Options

Memos/Reports Very Low No information from tone or body language.

Email Very Low No information beyond words. Instant Message Very Low Very few words lead to basic communication.

Voice Mail Low The audience gains tone but no body language. Telephone Conversation Moderate The audience benefits from changes in your tone. Videoconferencing High Conveys richness similar to in-person communication.

In-Person Presentation High Audience experiences all elements of message.

Face-Face Meeting Very High Audience experiences full message most directly.

• What kind of language do most people use in the organization?

Education

• What vocabulary should you use?

• How complex should you make the message?

Profession

• Are there professional acronyms and jargon

Is That Car Pre-loved or Just Plain Used?!

 In business, your message is competing

with limited attention

 The right words can encourage your

audience to stay with you

 The right words, begin with the needs of

your audience

“I will spend an hour editing an eight word sentence into five”

- Jerry Seinfield

 Be clear and concise

 But include all required

information

Do not alienate yourself by

using slang in

written or verbal

communication.

AVOID:

• Gender Bias

• Age Bias

• Race, Ethnicity and Nationality Bias

5 Looking Back

• Why is excellent business communication important?

• What are the key elements of nonverbal communication?

• What are the different communication channels and what makes them effective?

• How do you choose the right words for effective

communication?

• How do you compose effective business memos, letters