Chapter 5 business Communication MINI LECTURE FOR ONLINE

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Chapter 17 - Operations Management: Putting It All Together :

Copyright ©2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 17 - Operations Management: Putting It All Together


Communication Grammar Communication model and channels Brand standards Email Business letters Resumes Reports Presentations with PowerPoint Face to face Non-verbal including dress Social media


Be professional Be consistent Use the right channel

Tip of the Day:

Tip of the Day Use 11 or 12 point type for papers. You may use sub-headers to divide up main points: Times New Roman, Calibri, Arial. Do not use 18- point type or other large type as it just makes the paper look elementary school. If you are a little short of information, use Arial 12-point. If you are a little short of information, use Arial 12-point.

Principles of ethical communication:

Principles of ethical communication Abide by relevant laws Do not plagiarize Honor the laws regarding trademarks Live up the to the express and implied warranties on your company’s products Abide by all laws governing product liability  

Principles of ethical communication:

Principles of ethical communication Abide by the appropriate corporate or professional code of conduct Tell the truth, report information accurately, respect the privacy of others and avoid conflicts of interest Tell the truth Obviously lying, knowingly providing inaccurate information, is unethical Telling the truth also means not covering up negative information

Principles of ethical communication:

Principles of ethical communication Don’t mislead your readers False implications. Use specific, accurate information to back up your claims about a product. Avoid clichés such as user-friendly, ergonomic or state-of-the art to make the product sound better than it is Exaggerations. Provide the specific technical information. Legalistic constructions. If a product is designed to operate from 0-100 o but it could possibly function from –50 to 120 o , it is unethical to write the latter, rather than the former Euphemisms. If you refer to someone’s being fired, say fired or released, not granted permanent leave or offered an alternative career opportunity. Be clear Be as simple and straightforward as you can be. Don’t hide behind big words and complicated sentences. Design your documents so that readers can easily find the information they seek. Use tables of contents, indexes and other accessing devices to help your readers find what they need. Avoid discriminatory language Don’t use language that discriminates against people because of their sex, religion, ethnicity, race, sexual orientation or physical or mental abilities. Acknowledge assistance from others Don’t suggest that you did all the work yourself if you didn’t. Cite your sources and your collaborators accurately and graciously.

Effective communication:

Effective communication Happens when you transmit relevant meaning to your audience

Expect to revise:

Expect to revise No one writes a perfect first draft. Revising and editing are essential for producing effective business documents.” Answer the questions: – Why am I writing? – What do I want my reader(s) to do? Keep asking and answering the questions as you write.

Not so funny and other tips:

Not so funny and other tips Avoid humor in business. It is confusing! Verify titles Verify names – Of people – Of companies – Of products – Of places Verify spelling of names

Different from English 110:

Different from English 110 Use sentences that average 15 to 20 words in length. Use paragraphs that average 6 to 10 lines in length. Use short paragraphs to emphasize important points. Define all acronyms and abbreviations Use bullet points and sub heads

Communications Model:

Communications Model 12

Active listening:

Active listening Attentive listening in which the listener focuses his or her complete attention on the speaker We talk and listen at 125-250 words per minute but think at 1,000 to 3,000 words per minute. 13

Web-link: Dale Carnegie Training® :

Web-link: Dale Carnegie Training® Michael Crom , Executive Vice President, Dale Carnegie Training® shares his insights on effective listening Look at the other person- Eye contact is very important, it let’s the other person know that you are listening and have an interest in what they have to say.   Ask questions- By asking questions you can not only better understand what the persons saying but you are engaging them.   Don’t change the subject- You should not be the one leading the conversation.  Listen and let the other person lead, let the person stay on the topic.   Express emotion with control – emotion is a form of non verbal feedback.  A smile or a frown lets the person know that you understand what they are saying.    Action – If a question or concern is left unanswered, show that you will follow up, take action and return back with a response. 14


Technology 17

Improving Writing Skills:

Improving Writing Skills Structure message according to anticipated audience response Use the right tone Avoid grammatical errors Use block paragraphs Use headings and bulleted lists in appropriate places 18

Pick the Right Words:

Pick the Right Words Analyze the audience - Expectations, education, and profession Be concise Avoid using slang Avoid bias Bias : Preconception about members of a particular group Gender, age, race, ethnicity, or nationality  You can “spin” – only telling the positive parts of the story. 19

300 Verbs:

300 Verbs Don’t just “have”: Inspire, engage, earn, compile, witness 20 My style of deal-making is quite simple and straightforward. I aim very high, and then I just keep pushing and pushing and pushing to get what I'm after. Sometimes I settle for less than I sought , but in most cases I still end up with what I want . Consumers are not loyal to cheap commodities.  They crave the unique, the remarkable, and the human.  Sure you can always succeed for a while with the cheapest, but you earn your place in the market with humanity and leadership.  It ’s certainly possible for a shopper to buy food more cheaply than they sell it at Trader Joe’s.  But Trader’s keeps growing , because the combination of engaged employees, cutting-edge products, and fun brings people back.  Even people trying to save a buck.

Great website: :

Great website: He wanted to accept / except the job. Yesterday she laid / lay in bed all day. She was my favorite alumni, alumnus, alumna, alumnae .

Brand Standards:

Brand Standards 22

Tips for Excellent Email :

Tips for Excellent Email Always have a salutation and a signature Avoid using email to communicate negative messages Respond promptly to emails Clarify any perceived offense Create a compelling subject line Think before and after composing your message Make your message one screen only 23

Block letter style:

Block letter style


Reports In business make sure to break up text with headings and sub-headings. Use bulleted lists and other graphic elements to break up text.

Nonverbal Communication:

Nonverbal Communication Does not use words Goal is to reinforce the meaning of one’s message Components Eye contact Tone of voice Facial expressions Gestures and posture 26


WSJ 7% of meaning from verbal content 38% from tone of voice 55% from body language 27

Dress for Success….:

Dress for Success…. until you achieve it! 28

Deliver Successful Verbal Presentations:

Deliver Successful Verbal Presentations Questions - Anticipate and be prepared Visual aids Use pictures and graphics whenever possible Keep it brief Offer examples, analysis and interpretation Keep animation to a minimum Keep audience’s attention focused on you and not the slides PowerPoint PowerPoint 29

Be aware of your social media persona:

Be aware of your social media persona This NEVER goes away Make sure you monitor yourself with ego-surf, etc.


Resumes Make sure that everything is at least 11 point type Make sure that your email contact information is professional Make sure there are NO typos

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