Download ch1 - inco3005uprh

Chapter 1
Resource Slides
Establishing a Framework for
Business Communication
Business Communication, 15e
Lehman and DuFrene
Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Key Ingredients
to Career Success
• Integrity
• Interpersonal skills
• Communication
Based on a survey of 500 CEOS: Smith, K. V., and Savoian, R. (1991, December
21). Climbing to the top: Rising through the corporate ladder. Review of Business,
St. John’s University.
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Other Career Skills
•
Receptive to new ideas and
innovative approaches
•
Committed to continued career
learning
•
Have expertise and ability to
think in general terms
•
Finds humor in work situations
•
Can lead others
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
What communication skill will be
most important in your chosen
field?
1. Writing letters
2. Communicating with clients
face-to-face
3. Using cell phone or email to
sell products
4. Giving task-related feedback
to my boss
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Selecting An Appropriate
Communication Channel
Situation
Recommended Channel
Request
information
needed to provide
services to client
One-way
(email, letter, or facsimile)
Tell customer order
cannot be delivered
on date specified in
contract
Two-way, not face-to-face
(telephone); face-to-face is
ideal
Inform sales staff of
special sales
incentive
Two-way or one way, not
face-to-face
(email for speed)
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
In your experience, what kind of
interference causes the most
difficulties?
1. Background noise
2. Movement in your field of
vision
3. Your thinking ahead for a
response
4. Room temperature
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
In group communication, which is
the most important to you?
1. Keeping everyone happy
2. Keeping everyone on task
3. Accomplishing the task by the
deadline
4. Feeling part of the group
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Obsession with Personal Advancement Can Lead
to Unethical Conduct
The body of Ambassador Larry
Lawrence was removed from
Arlington Cemetery after his
exaggerated Merchant Marines
service was uncovered.
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Causes of Illegal and
Unethical Behavior
•
•
•
•
•
•
•
Excessive emphasis on _______
profits
__________
Misplaced corporate loyalty
Obsession with _________
personal
advancement
caught
Expectation of not getting _______
tone set by top
Unethical _____
management
Confusion about whether an action
___________
is wrong
stand
Unwillingness to take a ______
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Examples of Illegal/Unethical Behavior
Enron
Improved financial image by
moving debt off the books
WorldCom
Accounting scandals, including
over-inflating revenue by millions
Tokyo
Electric
Power
Falsified reports to nuclear
safety regulators
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Framework for Analyzing Ethical Issues
Identify the
existence of an
ethical issue
Identify an
alternative.
Is the
alternative legal
and does it comply
with relevant
contractual
agreements and
company policy?
YES
NO
Is the alternative
consistent with the
company’s and/or
the profession’s
code of ethics?
NO
YES
Select
another
alternative.
NO
Resource groups
 Employees
 Owners
 Customers
 Suppliers
 Creditors
 Government
 Society
YES
Implement alternative.
Communicate ethical decision
and related action.
Chapter 2 Business Communication, 15th edition by Lehman and DuFrene
Is the
alternative
ethical?
Revise code of
ethics if
necessary.
Copyright
2008 by Thomson/South-Western
Global Marketing Requires
Careful Communication
EuroDisney
Presumed U.S. policies would work in
Europe
McDonald’s
and
Coca-Cola
Placed the flags of the 24 nations
participating in the World Cup on
packaging; Saudi Arabia’s flag contains
sacred words from the Koran.
Wal-Mart
Kept English labels on products in the
Mexico City Store. Mexican customers
prefer the status-symbol of “American”
packaging
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Would you consider falsifying
information on your résumé if you
thought additions would help you
get an interview?
1. Yes
2. No
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Changing U.S. Work Force
Age Demographics
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
What is the most important task when
working with someone who is different
from you?
1. Learning about that person’s
culture
2. Having patient with yourself and
others
3. Getting help when you need it
4. Participating in diversity training
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Viva la Difference
• Learn about the person’s culture
• Have patience with yourself and the
other person
• Get help when you need it
• Participate in diversity initiatives that
boost morale, creativity, and productivity
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Legal and Ethical Implications
of Technology
• Information
ownership
• Information
access
• Threats to
privacy
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Is Anything Private Anymore?
• Relevance
• Consent
• Methods
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Chapter 1 Electronic Café
Instant Messaging
Instant messaging can be an effective
business tool, IF . . .
Student responses here:
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western
Chapter 1 — Electronic Cafe
Common IM Terms
BTN/5
Be there in five (minutes); be right there
BTW
By the way
Convo
Conversation
JW or j/w
Just wondering
NP or n/p
No problem
OTP
On the phone
OTR
On the road
Pop
Ditto
SB
Stand by (as in “just a minute”)
TTYL
Talk to you later
Chapter 1 Business Communication, 15th edition by Lehman and DuFrene
Copyright
2008 by Thomson/South-Western