chap 001 kombis
Post on 13-Apr-2018
236 Views
Preview:
TRANSCRIPT
-
7/26/2019 Chap 001 kombis
1/26
McGraw-Hill/Irwin 2009 The McGraw-Hill
CopyrightCopyright 2010 by The McGraw-Hill Companies, Inc. ll rights reser!e". 2010 by The McGraw-Hill Companies, Inc. ll rights reser!e".McGraw-Hill#IrwinMcGraw-Hill#Irwin
-
7/26/2019 Chap 001 kombis
2/26
Chapter 1Chapter 1Succeeding in Business
Communication andManagement
Types
PurposesAudiencesBenefits and CostsCriteria
Goodwill
ConventionsAnalysisProblem Solving
-
7/26/2019 Chap 001 kombis
3/26
Types of Communication
Verbal
Face-to-face
Phoneconversations
Informal meetings
Presentations
E-mail messages
Web sites
Nonverbal
Computer graphics
Company logos
Smiles
Size of an office
ocation of peopleat meetings
1-3
-
7/26/2019 Chap 001 kombis
4/26
Communication Ability = Promotability
Good communicators
earn more
Good communicatorsmae good managers
1-4
-
7/26/2019 Chap 001 kombis
5/26
Communication Purposes
!ll business communication has three
basic purposes
"o inform #e$plain%
"o re&uest or persua'e #urge action%
"o buil' goo'(ill #ma)e goo' image%
*ost messages have more than onepurpose
1-5
-
7/26/2019 Chap 001 kombis
6/26
Audiences
Internal
People insi'e organization
E$+ subor'inates, superiors, peers
E$ternal
People outsi'e organization
E$+ customers, suppliers, 'istributors
1-6
-
7/26/2019 Chap 001 kombis
7/26
Example of External Audiences
CompetitorsTrade assns.
Distributors
WholesalersFranchiseesRetailersAgents
Legislators
Gov.
Employment agencies
OrganizatiOrganizati
onon
CustomersClients
toc!holders "nvestors
Lenders
ubsidiaries
uppliers
#edia
Foreigngovernments and
o$ces
Courtspecialinterestgroups
General public%otential
employees&stoc!holders&customers
%ro'essionalservices
(nions
1-7
-
7/26/2019 Chap 001 kombis
8/26
Benefits and Costs
Effective communication Saves time
*a)es efforts more effective
Communicates points more clearly
uil's goo'(ill
Poor communication
Wastes time Wastes efforts
oses goo'(ill
Creates legal problems
1. Stiff!legallanguage"# Selfishtone$# Mainpointburied%# &aguere'uests(# Misusedwords
1-8
-
7/26/2019 Chap 001 kombis
9/26
Criteria for Effective Messages
Clear
Complete
Correct Saves receiver.s time
uil's goo'(ill
1-9
-
7/26/2019 Chap 001 kombis
10/26
Goodwill = Positive mage
! goo'(ill message
Presents positive image of
communicators an' theirorganization
"reats au'ience as a person,
not a number
Cements goo' relationship
bet(een au'ience an'
communicator /011-10
-
7/26/2019 Chap 001 kombis
11/26
!astest "ays to #ose Goodwill
2se improper courtesy titles
Employ bureaucratic an' legalistic
language Convey a selfish tone
ury the main point
*a)e a vague re&uest *isuse or misspell (or's
1-11
-
7/26/2019 Chap 001 kombis
12/26
Conventions
Wi'ely accepte' practices you
routinely encounter
Vary by organizational setting
3elp people recognize, pro'uce, an'
interpret communications
Nee' to fit rhetorical situation+au'ience, conte$t, an' purpose
1-12
-
7/26/2019 Chap 001 kombis
13/26
Analy$e %ituations& As' (uestions
What.s at sta)e4to (hom5
Shoul' you sen' a message5
What channel shoul' you use5 What shoul' you say5
3o( shoul' you say it5
1-13
-
7/26/2019 Chap 001 kombis
14/26
6ather )no(le'ge
!ns(er si$ analysis &uestions in BAC
rainstorm solutions 7rganize information to fit
!u'iences
Purposes Conte$t
*a)e 'ocument visually inviting
%olving Business Communication
Problems
1-14
-
7/26/2019 Chap 001 kombis
15/26
%olving Business Communication
Problems) contin$e"% 8evise 'raft for tone
Frien'ly
usinessli)e
Positive
E'it 'raft for stan'ar' English
Names Numbers
2se response to plan future messages
1-15
-
7/26/2019 Chap 001 kombis
16/26
Gat*er +nowledge
What are the facts5
What can you infer from the
information given5 What a''itional info might be
helpful5
Where coul' you get it5
What emotional comple$ities are
involve'5
1-16
-
7/26/2019 Chap 001 kombis
17/26
%ix Analysis (uestions
9: Who are your au'iences5
What are relevant characteristics5
3o( 'o au'iences 'iffer5
1: What are your purposes5
What must the message 'o5
What must au'ience )no(, thin), or'o5
1-17
-
7/26/2019 Chap 001 kombis
18/26
%ix Analysis (uestions) contin$e"%
0: What information must you inclu'e5
ist all re&uire' points
;e-emphasize or emphasize properly "o 'e-emphasize
ury in < an' message
Write = spea) concisely
"o emphasize Place first or last in < an' message
!'' 'escriptive 'etails
1-18
-
7/26/2019 Chap 001 kombis
19/26
%ix Analysis (uestions) contin$e"%
/: 3o( can you support your position5
8easons for your 'ecision
ogic behin' your argument
enefits a'apte' to the au'ience
1-19
-
7/26/2019 Chap 001 kombis
20/26
%ix Analysis (uestions) contin$e"%
>: What au'ience ob?ections 'o you e$pect5
Plan to overcome if possible
;e-emphasize negative information
@: What part of conte$t may affect au'ience
response5
"ime of year
*orale in organization 8elationship bet(een au'ience an'
communicator
1-20
-
7/26/2019 Chap 001 kombis
21/26
Brainstorm %olutions
Several possible solutions for every
communication problem
First one you thin) of may not be thebest
*easure solutions against au'ience
an' purposes
1-21
-
7/26/2019 Chap 001 kombis
22/26
,rgani$e to !it Audience) Purpose)
and t*e %ituation9: Put goo' ne(s first
1: Put the main point=&uestion first
0: Persua'e a reluctant au'ience by'elaying the main point=&uestion
1-22
-
7/26/2019 Chap 001 kombis
23/26
Ma'e Message -isually nviting
2se sub?ect line to orient rea'er
2se hea'ings to group relate' i'eas
2se lists for emphasis Number items if or'er matters
2se short paragraphs4si$ lines ma$:
1-23
-
7/26/2019 Chap 001 kombis
24/26
Create Positive %tyle
Emphasize positive information
6ive it more space
2se in'ente' list to set it off
7mit negative (or's, if you can
Focus on possibilities, not limitations
1-24
-
7/26/2019 Chap 001 kombis
25/26
Edit .our /raft
these 'etails
8ea'er.s name
!ny numbers
First an' last
top related