Slide 1Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
McGraw-Hill/Irwin
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Work requires communication. People communicate to plan products and services; hire, train, and motivate workers; coordinate manufacturing and delivery; persuade customers to buy; and bill them for sale. These are just some of the ways communication helps the modern work world. In every organization, communication is the way people get their points across, get work done, and get recognized for their contributions.
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Learning Objectives
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Learning Objectives
LO 1-2 Distinguish business communication from other school writing.
LO 1-3 Explain accomplishments through communication.
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Learning Objectives
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Workplace Communication Challenges
40 million people in the U.S. alone have limited literacy skills, including some college graduates.
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The workplace requires writing. However, 40 million people in the U.S. alone have limited literacy skills, including some college graduates. States and corporations spend millions to dollars to train employees or to fix problems due to poor writing, and the cost is $22.13 per page for a typical one-page letter.
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Workplace Communication Challenges continued
Corporations may spend $3.1 billion annually to fix problems from writing deficiencies.
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The workplace requires writing. However, 40 million people in the U.S. alone have limited literacy skills, including some college graduates. States and corporations spend millions to dollars to train employees or to fix problems due to poor writing, and the cost is $22.13 per page for a typical one-page letter.
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Globalization is helping increase employee recruitment from beyond the local labor pool.
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Globalization is creating greater competition for jobs, with more companies turning to labor pools overseas and elsewhere to find workers. At the same time, millions of Baby Boomers are becoming eligible to retire. Millennial, or Generation Y, employees now entering the workplace may have very different expectations about dress, behavior, hierarchies, technology, and other issues than their predecessors.
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Verbal communication uses words, and includes face-to-face and phone conversations, e-mail messages, and letters, memos, and reports. Nonverbal communication includes gestures, body language, where someone sits, and company logos.
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Nonverbal Communication
Pictures/Company Logos
Gestures/Body Language
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Verbal communication uses words, and includes face-to-face and phone conversations, e-mail messages, and letters, memos, and reports. Nonverbal communication includes gestures, body language, where someone sits, and company logos.
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Secretaries will do all my writing.
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Employees today should expect to write, edit, and send their own messages. Form letters can work, provided they are well written, but rarely can form letters meet all needs. Regardless of their field, employees can expect to write on the job, and even though much business is done on the phone, writing is still a common means of communication.
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I’m being hired as an accountant, not a writer.
I’ll just pick up the phone.
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Employees today should expect to write, edit, and send their own messages. Form letters can work, provided they are well written, but rarely can form letters meet all needs. Regardless of their field, employees can expect to write on the job, and even though much business is done on the phone, writing is still a common means of communication.
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While all good writing shares basic principles, business writing is often different than other school writing. For instance, business writing prefers shorter sentences and paragraphs, a more conversational tone, and more dynamic document designs than a typical college essay. While essays may be written primarily for instructors, business writing often has multiple audiences.
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Communication—oral, nonverbal, and written—goes to both internal and external audiences. Analyze each carefully when composing your message.
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Basic Purposes
Workplace writing can have one or more of these basic purposes:
To inform.
To build goodwill.
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Consider the purpose of your message—to inform, to request or persuade, or to build goodwill. Many messages have more than one purpose.
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Make sure the meaning of your message is clear, all of the information needed to understand or act on the message is included, and that the information is accurate. The message should build goodwill and be organized so the reader can act on the information as quickly as possible.
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PAIBOC
A Who is (are) your audiences?
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Use PAIBOC when writing and revising your messages. Carefully analyze each of the PAIBOC components: Purpose, Audience, Information, Benefits, Objections, and Context.
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I What information must your message include?
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O What objections can you expect your reader(s) to have?
C How will the context affect reader response?
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Creativity is essential to success in business and business communication.
Thinking creatively often means shedding common paradigms.
Ways to become more creative include
brainstorming,
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