Business communication.docx
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Business communication.docx
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Businesscommunication
Thissectionprovidesinformationaboutthechaptersinthetextbookandsuggestedsolutionsandanswersfortheactivities.EachChapterGuideincludesthefollowing(exceptforitemsmarkedwithanasterisk,whichareincludedinonlysomechapters):
∙Chapteroutline
∙Lecturenotes(keyedtoPowerPointslidesandoverheadacetatetransparencies)
∙SpecialFeaturesboxes
∙CommunicationChallenges
∙TestYourKnowledgequestions
∙ApplyYourKnowledgequestions
∙PracticeYourKnowledge
DocumentsforAnalysis*
Exercises
∙ExpandYourKnowledge
ExploringtheBestoftheWeb
ExploringtheWebonYourOwn
∙Suggestedsolutionstocases*
USINGTHESUPPLEMENTS
SuggestedSolutionstoLetter-WritingCases
ChapterGuides7–9includeacompletesetofsuggestedsolutionsforallcases.Youcanphotocopythesesolutionsandusethemasstudenthandouts.Inaddition,wehaveprovidedoverheadtransparenciesofbelowandabove-averagesolutionstomanyoftheletter-writingcases.Seerelevantchapterguidesforalistofthetransparenciesprovidingcasesolutions.
PowerPointSlides
HundredsofMicrosoftPowerPointslidesaccompanythistext.ThesePowerPointslidesareavailableondisk,oryoumaydownloadthemfromthetext’sWebsite.
OverheadTransparencies
Morethan140large-typecolortransparencyacetatesareavailabletoinstructorsonrequest.Thesetransparenciesmaybeusedinadditionto,orinsteadof,thePowerPointslides.AlltransparenciesarekeyedtotheInstructor’sResourceManual.
PART1:
UnderstandingtheFOUNDATIONS
OFBUSINESSCOMMUNICATION
Thefirstthreechaptersgivestudentsageneralunderstandingofwhygoodcommunicationskillsareimportantinbusiness,howtoday’scommunicationisaffectedbytechnology,whyeffectivecommunicationcanbedifficult,howcommunicationisusedinteams,andhowitcanovercomeinterculturalbarriers.Asyoupresentthematerial,trytostimulatestudentstopersonalizebasicconcepts.Encouragethemtothinkabouttheirowncareersandthecommunicationskillsthey’llneedtobesuccessful.Askmembersoftheclasswhohaveworkexperiencetocommentonthecommunicationrequirementstheyhaveencountered.
Part1hasbeenthoroughlyrevised.FollowingarehighlightsofsomeofthechangesthatweremadetoupdateandfocusChapters1–3.Part1now
∙FocusesChapter1coverageontheimportanceandbenefitsofbecominganeffectivebusinesscommunicator
∙Highlightsthecharacteristicsofeffectivecommunication
∙Reorganizeschaptermaterialforclarityandflowofinformation,shorteningchaptercontenttonarrowthefocusandtoavoidoverwhelmingstudentswithmaterial
∙Strengthensthediscussionofcommunicationchallengesintoday’sworkplace,andenhancesthediscussionofethicalcommunication
∙Explainsthebenefitsoftakingabusinesscommunicationcourse
∙Addsanewin-depthcritiquefeatureinsomechapters:
oneexampleofanineffectivebusinessmessageandoneexampleshowingtheimprovedversionofthatsamedocument
∙FocusesChapter2coverageonteams,explainingtheadvantagesanddisadvantagesofworkinginteamsanddetailinghowtodevelopaneffectiveteam
∙Strengthenscoverageoftheglobalmarketplacetoemphasizetheneedtocommunicateeffectivelyacrosscultures,andhighlightsthechallengesfacedinanincreasinglymulticulturalworkforcetoreinforcetheimportanceofovercomingESLbarriers
∙Addsadiscussionofthecommoncharacteristicsofculture,alongwithnewtipsonhowtocommunicatewithaglobalaudienceontheWeb
∙Addsanewdiagramofthecomponentsofsuccessfulinterculturalcommunication
CHAPTER1:
Achievingsuccessthrough
effectivebusinesscommunication
CHAPTEROUTLINE
Communication,Business,andYou
CharacteristicsofEffectiveBusinessMessages
TheBasicFormsofCommunication
NonverbalCommunication
VerbalCommunication
CommunicationChallengesinToday’sWorkplace
AdvancesinTechnology
GlobalizationandaCulturallyDiverseWorkforce
Team-BasedOrganizations
CommunicationinOrganizationalSettings
InternalCommunication
FormalCommunicationNetwork
InformalCommunicationNetwork
ExternalCommunication
FormalExternalCommunication
InformalExternalCommunication
TheCommunicationProcess
CommunicationBarriers
PerceptualandLanguageDifferences
RestrictiveEnvironments
Distractions
DeceptiveTactics
InformationOverload
GuidelinesforOvercomingCommunicationBarriers
Guideline1:
AdoptanAudience-CenteredApproach
Guideline2:
FosteranOpenCommunicationClimate
ModifytheNumberofOrganizationalLevels
FacilitateFeedback
Guideline3:
CommittoEthicalCommunication
RecognizeEthicalChoices
MakeEthicalChoices
MotivateEthicalChoices
Guideline4:
CreateLean,EfficientMessages
ReducetheNumberofMessages
MinimizeDistractions
Fine-TuneYourBusinessCommunicationSkills
LECTURENOTES
Communication,Business,andYou
Communicationistheprocessofsendingandreceivingmessages.
Communicationiseffectiveonlywhenpeople
Understandeachother
Stimulateotherstotakeaction
Encourageotherstothinkinnewways
Effectivecommunicationbenefitsbothyouandyourorganizationbyhelpingyou
Increaseproductivity—bothyoursandyourcompany’s
Anticipateproblems
Makedecisions
Coordinateworkflow
Superviseothers
Developrelationships
Promoteproducts/services
Shapetheimpressionsyoumakeonstakeholders
Perceiveandrespondtotheneedsofstakeholders
Withouteffectivecommunication
Peoplemisunderstandeachotherandmisinterpretinformation
Ideasmisfireorfailtogetattention
Effectivebusinessmessages
Providepracticalinformation
Givefactsratherthanimpressions
Clarifyandcondenseinformation
Statepreciseresponsibilities
Persuadeothersandofferrecommendations
Communicationoccursinmanyforms:
verbal/nonverbal,internal/external,formal/informal.
Nonverbalcommunicationis
Communicationwithoutwords
Lessstructuredandmorespontaneousthanverbalcommunication
Oftenamoreaccurateandreliableindicatorofmeaningthanwords
Verbalcommunicationconsistsofwordsarrangedinmeaningfulpatterns,accordingtotherulesofgrammar.
Givenachoice,peoplewouldrathertalkthanwrite.
Oralcommunication
Takeslesstime
Offersopportunityforfeedback
Doesn’tallowforrevision
Writtencommunication(letters,memos,reports,andproposals)ispreferablewhen
Informationiscomplex
Apermanentrecordisneeded
Audienceislargeandgeographicallydispersed
Immediateinteractionwiththeaudienceisunimportantorundesirable
Goodcommunicationisparticularlyimportantintoday’sworkplacebecauseof
Advancesintechnology,includingtheburgeoningfieldofe-commerce
Globalizationandincreasedworkforcediversity
Greateremphasisonteamsandcollaboration
CommunicationinOrganizationalSettings
Whenyoujoinanorganization,youbecomealinkinitsinformationchain:
youhaveinformationthatothersneed,andtheyhaveinformationthatyouneed.
Internalcommunicationistheexchangeofinformationandideaswithinanorganization.
Effectiveinternalcommunicatorsusebothformalandinformalchannels.
Formalinternalcommunicationchannelsaredefinedbytheofficialchainofcommand.
Informationflowsup,down,andacrosstheformalorganization:
Informationflowingdownwardletsmanagersdirectactivitiesofemployees.
Informationflowingupwardhelpsmanagersmonitorperformanceandobtainideas.
Informationflowinghorizontally(acrossordiagonally)fromdepartmenttodepartmentorfrompeertopeerhelpsemployeesdotheirjobsmoreefficiently.
Informalinternalcommunicationchannels
Reflectanorganization’sactualcommunicationpractices
Havenosethierarchicalpath
Areoftencalledthegrapevine
Thegrapevineis
Usedbysavvymanagerstospreadandreceiveinformalmessages
Minimizedbysophisticatedcompaniesbymakingcertainthattheofficialwordgetsout
Externalcommunicationistheexchangeofinformationandideaswithoutsiders.
Formalexternaldocumentsareoftendraftedbymarketingorpublicrelationsteams.
Onefunctionofpublicrelationsistoanticipateproblemsandoutlinestepstodealwiththem.
Thereactiontoacrisiscanprofoundlyaffectacompany’sfuture.
Organizationsuseinformalexternalcommunicationtolearnmoreaboutandfromcustomers,colleagues,competitors,suppliers,governmentofficials,communityrepresentatives,andinvestors.
Thesixphasesofthecommunicationprocessarerepeateduntilbothpartiesfinishexpressingthemselves:
Thesenderhasanidea.
Thesendertransformstheideaintoamessage(encoding).
Thesendertransmitsthemessage.
Thereceivergetsthemessage.
Thereceiverinterpretsthemessage(decoding).
Thereceiverreactsandsendsfeedbacktothesender.
Communicationsucceedsonlywhenthereceiverunderstandsthemessagethesenderintended.
CommunicationBarriers
Acommunicationbarrier(ornoise)isanyinterferenceinthecommunicationprocessthatdistortsorobscuresthesender’smeaning.
Perceptualdifferencesinterferewithcommunicationbecauseofdifferencesineachperson’suniquebackgroundandexperiences.
Languagebarriersoccurbecausepeoplecanhavedifferentmeaningsforthesameword.
Themoreexperiencesyousharewithanotherperson,themorelikelyyouaretoshareperceptionsandthussharemeaning.
Restrictiveenvironmentsinterferewithcommunication.Theseenvironmentsresultwhen
Formalcommunicationnetworkslimittheflowofinformationinanydirection
Managersuseadirectiveandauthoritarianleadershipstyle
Distractionsthatinterferewithcommunicationinclude
Physicaldistractions(badcon
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