KOMUNIKASI BISNIS OPENCOURSEWARE UNIVERSITAS PEMBANGUNAN JAYA Slide MGT310 PPT 1
Copyright © 2017 Pearson Education, Inc.
Excellence in
Business Communication
Chapter 1
Professional Communication in a
Digital, Social, Mobile World
Copyright © 2017 Pearson Education, Inc.
Learning Objectives
(1 of
2)
1. Explain the importance of effective
communication to your career and to
the companies you where you will
work.
2. Explain what it means to
communicate as a professional in a
business context.
3. Describe the communication process
model and the ways social media are
changing the nature of business
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 3
Learning Objectives
(2 of
2)
4. Outline the challenges and
opportunities of mobile
communication in business.
5. List four general guidelines for using
communication technology
effectively.
6. Define ethics, explain the difference
between an ethical dilemma and an
ethical lapse, and list six guidelines
for making ethical communication
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 4
Understanding Why
Why
Understanding
Communication Matters
Matters
Communication
(LO 1) Explain the importance of
effective communication to your
career and to the companies where
you will work.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 5
Communication Is
important to Your
Career
Freelancers
Freelancers
Executives
Executives
Persuasio
Persuasio
n
n
Clarity
Clarity
Writing
Writing
Copyright © 2017 Pearson Education, Inc.
Entrepreneu
Entrepreneu
rs
rs
Listening
Listening
Speaking
Speaking
Chapter 1 - 6
Communication Is
Important
To Your Company
(1 of 2)
•Closer Marketplace Ties
• Opportunities for Influence
• Better Productivity and Problem
Solving
• Better Financial Returns and
Results
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 7
Communication Is
Important
To Your Company
(2 of 2)
•Earlier Warning of Potential
Problems
• Stronger, More Timely Decision
Making
• Clear, Persuasive Marketing
Messages
• Increased Employee Engagement
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 8
What Makes Business
Communication
Effective?
• Provide practical information.
• Give facts, not vague impressions.
• Deliver information concisely and
efficiently.
• Clarify expectations and
responsibilities.
• Offer compelling, persuasive
arguments and recommendations.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 9
Communicating as
as a
a
Communicating
Professional
(LO 2) Explain what it means to
communicate as a professional in a
business context.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 10
Elements of
Professionalism
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 11
Effective Professional
Communication (1 of 2)
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 12
Effective Professional
Communication (2 of 2)
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 13
Understanding What
Employers Expect from
You (1 of 2)
• Possessing digital information
fluency
• Organizing ideas and information
• Expressing coherent, persuasive
ideas
• Listening actively to others
• Communicating in diverse
situations
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 14
Understanding What
Employers Expect from
You (2 of 2)
• Using communication technologies
• Using standard grammar and
spelling
• Communicating in a civilized
manner
• Practicing ethical communication
• Managing time and resources
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 15
Communicating in an
Organizational Context
Upward
Downwar
d
Interactio
n
Formal
Horizonta
l
Informal
Grapevin
e
Social
Media
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 16
Formal Communication
Network
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 17
Adopting an AudienceCentered Approach
Emotional
Intelligenc
e
Copyright © 2017 Pearson Education, Inc.
“You”
Attitude
Business
Etiquette
Chapter 1 - 18
Exploring the
the
Communication Process
Process
Communication
(LO 3) Describe the communication
process model and the ways social
media are changing the nature of
business communication.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 19
The Basic
Communication Model
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 20
Social Communication
Model
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 21
Social Communication
Model
(in Practice)
Tradition
al
Approac
h
Strategic
Strategic
Plans
Plans
Hybrid
Hybrid
Method
Method
Policies
Policies
Copyright © 2017 Pearson Education, Inc.
Custome
Custome
rr
Support
Support
Social
Media
Approac
h
Project
Project
Updates
Updates
Chapter 1 - 22
The Mobile Revolution
Revolution
The
(LO 4) Outline the challenges and
opportunities of mobile
communication in business.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 23
The Rise of Mobile as a
Communication
Platform
• Globally, about 80% of internet
users access the web with a mobile
device.
• Mobile is the primary
communication tool for many
business professionals.
• About 50% of U.S. consumers use
mobile devices exclusively to
search online.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 24
Mobile Technologies Are
Changing Business
Communication
Mobile-First
Approach
Copyright © 2017 Pearson Education, Inc.
Radical
Connectivity
Chapter 1 - 25
Mobile Technology and
Business Communication
Practices (1 of 2)
• Challenges of constant connectivity
• Challenges for creating/consuming
content
• Multitasking and other distractions
• Pressures on standards of writing
• Sensory and cognitive extensions
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 26
Mobile Technology and
Business Communication
Practices (2 of 2)
Security and privacy concerns
Productivity and collaboration
Assistance with business tasks
Decision making and problem
solving
• Engaging experiences for
customers
•
•
•
•
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 27
Using Technology
Technology to
to
Using
Improve Business
Business
Improve
Communication
(LO 5) List four general guidelines for
using communication technology
effectively.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 28
Keeping Technology
in Perspective
What
Technology
Can Do
Help You Accomplish Essential
Tasks
Support Interpersonal
Communication
Replace Interpersonal
Communication
What
Technology
Cannot Do Think for You or Supply Essential
Skills
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 29
Using Tools
Productively
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 30
Guarding Against
Information Overload
Message
Recipients
Message Senders
Set Filters and
Priorities
Consider the
Audience
Limit RSS and
Twitter Feeds
Meet Audience
Needs
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 31
Reconnecting with
People Frequently
Solve Tough Problems
Maintain Interpersonal
Relationships
Learn about Other People
Let People Get to Know Who
You Are
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 32
Committing to
to
Committing
Ethical Communication
Communication
Ethical
(LO 6) Define ethics, explain the
difference between an ethical dilemma
and an ethical lapse, and list six
guidelines for making ethical
communication choices.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 33
Unethical
Communication
(1 of 2)
Plagiarizing Ideas or
Products
Omitting Essential
Information
Selectively Misquoting
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 34
Unethical
Communication
(2 of 2)
Misrepresenting Numbers
Distorting Visual Displays
Risking Privacy and
Security
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 35
Distinguishing Ethical
Lapses from Ethical
Dilemmas
What’s an
an
What’s
Ethical
Ethical
Dilemma?
Dilemma?
What’s
What’s an
an
Ethical
Ethical Lapse?
Lapse?
Choosing From
From
Choosing
Among
Among
Conflicting
Conflicting
Alternatives
Alternatives
Making
Making aa
Choice
Choice That’s
That’s
Clearly
Clearly
Unethical
Unethical
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 36
Making Ethical Choices
• Have you defined the situation?
• Why are you communicating?
• What impact will your message
have?
• What good or harm will be
achieved?
• Will your assumptions change?
• Are you comfortable with the
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 37
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 38
Excellence in
Business Communication
Chapter 1
Professional Communication in a
Digital, Social, Mobile World
Copyright © 2017 Pearson Education, Inc.
Learning Objectives
(1 of
2)
1. Explain the importance of effective
communication to your career and to
the companies you where you will
work.
2. Explain what it means to
communicate as a professional in a
business context.
3. Describe the communication process
model and the ways social media are
changing the nature of business
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 3
Learning Objectives
(2 of
2)
4. Outline the challenges and
opportunities of mobile
communication in business.
5. List four general guidelines for using
communication technology
effectively.
6. Define ethics, explain the difference
between an ethical dilemma and an
ethical lapse, and list six guidelines
for making ethical communication
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 4
Understanding Why
Why
Understanding
Communication Matters
Matters
Communication
(LO 1) Explain the importance of
effective communication to your
career and to the companies where
you will work.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 5
Communication Is
important to Your
Career
Freelancers
Freelancers
Executives
Executives
Persuasio
Persuasio
n
n
Clarity
Clarity
Writing
Writing
Copyright © 2017 Pearson Education, Inc.
Entrepreneu
Entrepreneu
rs
rs
Listening
Listening
Speaking
Speaking
Chapter 1 - 6
Communication Is
Important
To Your Company
(1 of 2)
•Closer Marketplace Ties
• Opportunities for Influence
• Better Productivity and Problem
Solving
• Better Financial Returns and
Results
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 7
Communication Is
Important
To Your Company
(2 of 2)
•Earlier Warning of Potential
Problems
• Stronger, More Timely Decision
Making
• Clear, Persuasive Marketing
Messages
• Increased Employee Engagement
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 8
What Makes Business
Communication
Effective?
• Provide practical information.
• Give facts, not vague impressions.
• Deliver information concisely and
efficiently.
• Clarify expectations and
responsibilities.
• Offer compelling, persuasive
arguments and recommendations.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 9
Communicating as
as a
a
Communicating
Professional
(LO 2) Explain what it means to
communicate as a professional in a
business context.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 10
Elements of
Professionalism
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 11
Effective Professional
Communication (1 of 2)
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 12
Effective Professional
Communication (2 of 2)
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 13
Understanding What
Employers Expect from
You (1 of 2)
• Possessing digital information
fluency
• Organizing ideas and information
• Expressing coherent, persuasive
ideas
• Listening actively to others
• Communicating in diverse
situations
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 14
Understanding What
Employers Expect from
You (2 of 2)
• Using communication technologies
• Using standard grammar and
spelling
• Communicating in a civilized
manner
• Practicing ethical communication
• Managing time and resources
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 15
Communicating in an
Organizational Context
Upward
Downwar
d
Interactio
n
Formal
Horizonta
l
Informal
Grapevin
e
Social
Media
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 16
Formal Communication
Network
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 17
Adopting an AudienceCentered Approach
Emotional
Intelligenc
e
Copyright © 2017 Pearson Education, Inc.
“You”
Attitude
Business
Etiquette
Chapter 1 - 18
Exploring the
the
Communication Process
Process
Communication
(LO 3) Describe the communication
process model and the ways social
media are changing the nature of
business communication.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 19
The Basic
Communication Model
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 20
Social Communication
Model
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 21
Social Communication
Model
(in Practice)
Tradition
al
Approac
h
Strategic
Strategic
Plans
Plans
Hybrid
Hybrid
Method
Method
Policies
Policies
Copyright © 2017 Pearson Education, Inc.
Custome
Custome
rr
Support
Support
Social
Media
Approac
h
Project
Project
Updates
Updates
Chapter 1 - 22
The Mobile Revolution
Revolution
The
(LO 4) Outline the challenges and
opportunities of mobile
communication in business.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 23
The Rise of Mobile as a
Communication
Platform
• Globally, about 80% of internet
users access the web with a mobile
device.
• Mobile is the primary
communication tool for many
business professionals.
• About 50% of U.S. consumers use
mobile devices exclusively to
search online.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 24
Mobile Technologies Are
Changing Business
Communication
Mobile-First
Approach
Copyright © 2017 Pearson Education, Inc.
Radical
Connectivity
Chapter 1 - 25
Mobile Technology and
Business Communication
Practices (1 of 2)
• Challenges of constant connectivity
• Challenges for creating/consuming
content
• Multitasking and other distractions
• Pressures on standards of writing
• Sensory and cognitive extensions
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 26
Mobile Technology and
Business Communication
Practices (2 of 2)
Security and privacy concerns
Productivity and collaboration
Assistance with business tasks
Decision making and problem
solving
• Engaging experiences for
customers
•
•
•
•
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 27
Using Technology
Technology to
to
Using
Improve Business
Business
Improve
Communication
(LO 5) List four general guidelines for
using communication technology
effectively.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 28
Keeping Technology
in Perspective
What
Technology
Can Do
Help You Accomplish Essential
Tasks
Support Interpersonal
Communication
Replace Interpersonal
Communication
What
Technology
Cannot Do Think for You or Supply Essential
Skills
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 29
Using Tools
Productively
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 30
Guarding Against
Information Overload
Message
Recipients
Message Senders
Set Filters and
Priorities
Consider the
Audience
Limit RSS and
Twitter Feeds
Meet Audience
Needs
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 31
Reconnecting with
People Frequently
Solve Tough Problems
Maintain Interpersonal
Relationships
Learn about Other People
Let People Get to Know Who
You Are
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 32
Committing to
to
Committing
Ethical Communication
Communication
Ethical
(LO 6) Define ethics, explain the
difference between an ethical dilemma
and an ethical lapse, and list six
guidelines for making ethical
communication choices.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 33
Unethical
Communication
(1 of 2)
Plagiarizing Ideas or
Products
Omitting Essential
Information
Selectively Misquoting
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 34
Unethical
Communication
(2 of 2)
Misrepresenting Numbers
Distorting Visual Displays
Risking Privacy and
Security
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 35
Distinguishing Ethical
Lapses from Ethical
Dilemmas
What’s an
an
What’s
Ethical
Ethical
Dilemma?
Dilemma?
What’s
What’s an
an
Ethical
Ethical Lapse?
Lapse?
Choosing From
From
Choosing
Among
Among
Conflicting
Conflicting
Alternatives
Alternatives
Making
Making aa
Choice
Choice That’s
That’s
Clearly
Clearly
Unethical
Unethical
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 36
Making Ethical Choices
• Have you defined the situation?
• Why are you communicating?
• What impact will your message
have?
• What good or harm will be
achieved?
• Will your assumptions change?
• Are you comfortable with the
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 37
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.
Copyright © 2017 Pearson Education, Inc.
Chapter 1 - 38