Chapter 5: Business Communication: Creating and Delivering Messages that Matter

Which of the following statements conveys a gender bias?

"A general physician must spend at least thirty minutes with his client to understand the symptoms." "At Lexicon Corp., all employees are provided with medical insurance and retirement benefits." "Sally has recently lost her job." "My mother baked this cake."

Communication Skills:

- Communication: Transmission of information between a sender and a recipient •Determines the success of a business -Noise: Interference that causes misinterpretation of information •Communication barriers: Obstacles to effective communication

Listening Don'ts:

-Don't even glance at your emails or text messages. You won't fool anyone with those surreptitious peeks. - Don't begin speaking the moment the person stops talking. Take a brief pause to indicate that your absorbing the message -Don't get overly comfortable. If your body is too relaxed, your mind may wander more easily. -Don't pick up your phone-or even look at your phone-when your're listening. And whenever its practical set your cell phone to vibrate when others are speaking. -Don't interrupt or finish other people's sentences. There are few better ways to cut off future communication.

Creating and Delivering Verbal Presentations:

-Opening:Provide a chance to grab the attention and involvement of the audience -Body:Include no more than two to four main points and explain them sequentially -Closing:Summarize the key points verbally signaling the audience that you are about to conclude -Dynamic delivery:Vibrant, compelling presentation delivery style that grabs and holds the attention of the audience

Quiz:The goal of nonverbal communication should be to:

-eradicate verbal communication. -reinforce the meaning of a message. -decrease the power of a message. -increase noise during verbal communication.

Quiz: A(n) _____ type of communication channel has the highest level of channel richness and is used when the message is personal, emotional, or high-priority.

-face-to-face meeting -voice mail -instant message -memo

In face-to-face communication, the verbal content of a message conveys much more meaning to the listener than the tone of voice and facial expression.

false true

Memos are a good communication channel when the intent is to convey an uncontroversial but detailed message to a large number of people.

false true

In communication, the term _____ refers to any interference that causes the message one sends to be different from the message one's audience understands.

feedback decoding encoding noise

Quiz: At Delta Energy and Co., managers and team leaders sit in separate glass cabins. To meet them, all employees need to take an appointment in advance. As a result of this arrangement, lower-level employees are often unable to reach the management when they require help. This is an instance of _____ barriers.

language cultural perceptual physical

Quiz: A key to a successful dynamic delivery is to:

memorize the material and then deliver it. speak formally and as fast as possible. vary your voice, expressions, and body language. look at the notes rather than the audience.

SUMMARY

•Communication channel is effective if selected by understanding its impact toward the decision made •Selection of the right words encourages the audience to stay with the speaker and absorb the communicated message Effective business writing is achieved by striking the right tone, avoiding grammatical errors, and using block paragraphs and headings and bulleted lists •Successful verbal presentations are created and delivered by understanding the structure of the presentation and its impact on the audience Effective business writing is achieved by striking the right tone, avoiding grammatical errors, and using block paragraphs and headings and bulleted lists •Successful verbal presentations are created and delivered by understanding the structure of the presentation and its impact on the audience

Preparation Before Delivering Verbal Presentations:

•Questions •Visual aids •Google Presentations •Handling nerves and hostility •Humor incorporation •Eye contact

An email should be lengthy and should have as many attachments as possible to communicate a message.

true false

Quiz: If you are addressing a mixed audience from different educational levels and backgrounds, using jargons, high level of vocabulary, and increasing the complexity of the message is not recommended.

true false

Quiz: One of the most effective ways to improve written or verbal communication is to make extensive use of slang to enliven and enrich the message.

true false

Sally has recently joined Reed Information Inc. as a corporate communications executive. She has asked you for tips to improve her writing skills. As a senior communication executive in the firm, you would tell Sally to:

use personal pronouns, such as "I" and "you," whenever appropriate. avoid using contractions, such as I'm, I'd, it'll, and she's, while writing. avoid using block paragraphs as they make a document less organized. use complex and rarely used words instead of using common words.

Pointers for Using Right Words for Effective Communication:

•Analyze your audience •Be concise •Avoid: •Slang -Bias: Preconception about members of a particular group - Gender bias - Age bias - Race, ethnicity, and nationality bias •Use active voice and avoid using passive voice -Active voice: Subject performs the action expressed by the verb -Passive voice: Subject does not do the action expressed by the verb, rather the subject is acted upon

Suggestions for PowerPoint Presentations:

•Showing works better than telling •Less is more •Don't just read your slides aloud •Go easy on the special effects •Don't let the slides upstage you

Quiz: A manager at Orifeon Corporation has learned that one of his employees has been engaging in fraudulent activities. The team members report to the manager that the employee has been regularly indulging in such fraudulent behavior. Which of the following communication channels should the manager most likely use in communicating this information with the employee?

Face-to-face meeting Memo Text message Telephone

Quiz: Identify a true statement about dynamic delivery.

It is a natural skill for everyone. It is a nonvibrant form of presentation delivery. t is ineffective when done among friends or in front of a mirror. It begins and ends with preparation.

Quiz: Identify a true statement about business communication.

It is most effective when a speaker is able to extensively use special effects and sounds in his presentation. It should be static and one-way. It is most effective when a speaker is able to extensively use jargons in his speech. It should seek and understand feedback from the speaker's audience.

Quiz: Which of the following is a tip for dynamic delivery?

Keep your voice and facial expressions the same throughout the delivery. Avoid looking directly at the audience at any point during your delivery. Memorize the material word for word. Slow down, listen to yourself, and stick to your allotted time

Types of Communication Barriers:

Physical Language Body language Perceptual Organizational Cultural

Which of the following communication channels has a high degree of channel richness?

Videoconferencing Memos Emails Reports

Communication Channels:

Ways in which a message is sent •Understanding the impact of each channel helps to determine the best channel to use •Channels differ in their richness and their advantages •Channel of communication is determined after analyzing and considering the audience

Quiz: Which of the following is true of effective communication?

Which of the following is true of effective communication? Effective communication must be dynamic, fluid, and two-way. Effective communication involves refraining from seeking feedback from the audience. Listening is not a part of effective communication. Organizational barriers in communication are easy to change.

Robert, a salesman for SaturnTele Inc., was told during his performance appraisal that he needs to improve his nonverbal communication skills. To improve his nonverbal communication with clients, Robert should:

avoid listening to his clients as it leads to wastage of time. modulate the tone of his voice to maintain the listeners' attention. try to guess what the client is going to say and finish the client's sentences for him or her. start talking as soon as a client pauses during a conversation.

Quiz: Good business writing flows naturally like spoken language. To strike the right tone for any message it is important that an individual:

avoids contractions such as "I'll" or "don't" as they are informal. avoids using common words to explain a situation. uses technical jargon to convey superior knowledge. uses the active voice to facilitate concise communication.

Quiz: Which of the following is true of communication channels?

-Most communication channels transfer the same amount of information or richness to the recipients. - Figuring out the right way to send a message is extremely simple, especially in light of the growing number of choices. -The needs and expectations of the audience play a crucial role in the choice of communication channel. -Analysis of the audience becomes unnecessary once the communication channel is chosen.

Tips for Better Listening: Listening Do's

-Use your extra mental capacity to summarize (to yourself!) what the speaker is saying. Ask yourself: Why does this matter? Whats the key point? - Take a few notes. It will not only help you concentrate but will also communicate to the speaker that his or her thoughts really matter. - Listen with both your ears and your eyes. Notice any inconsistency between the speakers words and body language. - Use nonverbal communication-nods, smiles, leaning forward-to indicate interest in the speaker/ - Use verbal feedback and questions to indicate understanding and empathy; " So your're saying that...,"or "Why do you think that?"

Ten Tips for Dynamic Delivery:

1. Practice 2. Know your material, but never memorize it word for word 3. Look directly at members of your audience at least 50% of the time 4.Vary your voice, your facial expressions, and your body language 5.Use selective notes (but keep them inconspicuous). 6.Stick to your allotted time 7. Slow down and listen to yourself 8.Don't apologize (unless you really id something wrong). 9.Remember to use natural gestures 10. Practice

Quiz:Which of the following can be categorized as an organizational barrier?

An unspoken rule about formal communication within the firm Traffic noise from the neighborhood heard inside the office building Inappropriately aligned chairs and poor lighting Very low temperature in the meeting room

Quiz: Which of the following is true of using active and passive voice in communication?

Both active and passive voice make no difference to the effectiveness of communication. Active voice hinders direct, powerful, and concise communication. It is advisable to use passive voice in communication whenever possible. A benefit of active voice is that it creates deeper trust with the audience.

Quiz:Which of the following statements is true of business emails?

Descriptive and detailed emails should be used to provide the reader with ample information. Attachments to emails should be used wherever possible. Emails should be treated as private messages. Response to emails should be as prompt as possible.

David, the divisional head at the Unicorn Systems Inc., is excited about a project the company has recently received. Successful completion of this project is crucial as it will add to the company's reputation. He wants to convey this message to his team of ten senior managers. He also wants to know the senior managers' immediate responses and opinions. Which of the following communication channels should David use?

Email Instant message Face-to-face meeting Memo

Quiz: Who among the following is most likely to spend most of their time listening?

Executives Weekly employees Hourly employees Managers

Quiz: Which of the following is true of writing messages?

Grammatical errors can be ignored as they are irrelevant to the reader. Using uncommon words and jargons increase the effectiveness of the message. Block paragraphs create a more organized look for a page. Using contractions in writing reduces the effectiveness of the message.

Quiz:Which of the following should be followed while making a PowerPoint presentation?

Have at least 10 lines per slide. Look at the slides rather than the audience for effective presentation. Use pictures and graphics whenever possible. Use as many special effects as possible to draw attention of the audience.

Which of the following should ideally be followed in one's presentation?

Include as many key points as possible and reduce the use of slides, graphs, or tables during the body of the presentation. Tell the audience the key points before launching into the body of the presentation. Let the audience ask as many questions as possible at the beginning of the presentation. Make an interesting anecdote or a reveal a startling statistic to hook the audience at the end of the presentation.

Rachel is the owner of Precious You Inc., a store that sells designer jewelry. She is launching a new collection of hand-made gold jewelry and needs to communicate to her customers the theme of the new collection, the inspiration behind it, and the details regarding the event. Her customer base consists of fifty women and twenty men. Which of the following communication channels could best meet Rachel's requirements?

Instant message Telephone Email Face-to-face meeting

Rebecca is evaluating Microsoft PowerPoint presentations of few business students. Which of the following presentation styles is she most likely to give the highest rating?

Laura starts her presentation with a compelling story and keeps the body and the close of the presentation simple. Maria's presentation has a lot of special effects, animation and sounds to attract the audience attention. Daniel has so much information to share that he decides to extend the presentation by fifteen minutes. Jennifer's presentation has more than seven sentences per slide to show her vast knowledge in the subject.

Nonverbal Communication:

Occurs without the usage of words and key elements including: •Gestures and posture •Facial expression •Tone of voice •Eye contact -Active listening: Attentive listening that occurs when the listener focuses his/her complete attention on the speaker

Catherine, an employee at Coral Inc., has been asked to make a presentation during the next monthly meeting. Her audience includes her co-workers and managers from various departments. She is not sure how to deal with questions during the presentation. What would your advice be on answering questions in a presentation?

Once she answers a hostile questioner, she should try to reestablish eye contact with the questioner. She should not try to anticipate the questions, instead, she should prepare the answers on the spot. She should ignore unwanted questions raised in the middle of the presentation. She should not exhibit defensive behavior while dealing with hostile questioners.

Quiz: Locklear Inc. is a real estate company. At the firm, it is understood that lower-level employees cannot question managers' decisions. During team meetings, lower-level employees who voice their opinions are frowned upon. Though there is no such rule, these employees are expected to remain silent during meetings. Which of the following communication barriers do the lower-level employees at Locklear Inc. face?

Physical barriers Cultural barriers Perceptual barriers Organizational barriers

Quiz: Who among the following is least likely to spend most of their time listening?

Senior executives Top-level managers Chief officers Weekly employees

Quiz: Ashley, who is a graphic designer, has to give a presentation to a potential client. Which of the following, if true, would indicate that she has good nonverbal communication skills?

She spends a lot of time researching the client's need and requirements before making the presentation. She uses a lot of complex words and jargon while making the presentation. She maintains eye contact with the clients who are viewing the presentation. She speaks in a flat, unmodulated voice while making the presentation.

has a high degree of channel richness and uses state-of-the-art equipment to reach multiple people with complex or high-priority content.

Videoconferencing

Which of the following communication channels should be ideally be used when the content is uncontroversial and a quick response regarding relatively simple issues is required?

Texting Telephone conversation Face-to-face meeting Videoconferencing

Quiz: Which of the following should be used to write high-impact messages?

Uncommon words Passive voice Indentation in paragraphs Contractions

Writing Effectively:

Use appropriate conversational style •Avoid grammatical errors •Use block paragraphs •Use headings and bullets appropriately

While making a Microsoft PowerPoint presentation it is important to:

add a lot of sounds, animation, and other special effects on the slides. paraphrase the message on the slides. look at the slide and not the audience. add a lot of information per line on the slides.

A(n) is a preconception about members of a particular group.

bias

Quiz: Lance sees an advertisement in the paper for a chef's job at a continental restaurant. As he is about to call the restaurant, he sees the fine print at the bottom of the advertisement stating, "Please apply only if you were born in Continental Europe." The advertisement for the chef's job at this continental restaurant is displaying _____.

class bias gender bias age bias racial bias

The various ways in which a message can be sent, ranging from one-on-one in-person meetings to Internet message boards are called

communication channels

Tanya is planning a presentation on best practices in communication. After much thought, Tanya decides to stick to a few key points. This is because:

detailed ideas cannot be explained through a presentation. this limits the scope for questions after the presentation. speakers lose credibility with more than four points. audiences can only absorb about two to four main points.

The number of key ideas covered in the body of a presentation should be:

directly proportional to the number of people in the audience. more than the number of speakers at the presentation. two to four, whereas three ideas would be ideal. based on the presentation material.

During the English class, Ingrid was having difficulty paying attention to the presentation given by his professor as the classroom was too cold and his table was creaking. In this case, the cold and the table are both _____ to communication.

perceptual barriers physical barriers organizational barriers body language barriers

Memos or reports:

should be used when content is controversial. should be used when different messages need to be sent to different people. are high on channel richness. should be used to communicate lengthy and detailed information.

Quiz: Robert, a salesman for SaturnTele Inc., was told during his performance appraisal that he needs to improve his nonverbal communication skills. To improve his nonverbal communication with clients, Robert should:

start talking as soon as a client pauses during a conversation. modulate the tone of his voice to maintain the listeners' attention. avoid listening to his clients as it leads to wastage of time. try to guess what the client is going to say and finish the client's sentences for him or her