This document is the first chapter of a textbook on business communication. It discusses the importance of communication for careers and companies in today's digital, social, and mobile world. Effective business communication provides practical information concisely, offers persuasive arguments, and adopts an audience-centered approach. New communication technologies are changing practices by enabling constant connectivity through mobile devices. While technology can help accomplish tasks and support relationships, it cannot replace interpersonal skills or solve problems alone. The chapter emphasizes communicating ethically and legally in both digital and in-person interactions.

1. Business Communication Today
Chapter 1
Professional Communication in a Digital,
Social, Mobile World
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Chapter 1 ̶

2. Communication Is important
for Your Career
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Writing Listening Speaking
Clarity Persuasion
Freelancers Executives Entrepreneurs

3. Communication Is Important
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For
Your
Company
•Closer Marketplace Ties
• Opportunities for Influence
• Better Productivity and Problem Solving
• Better Financial Returns and Results

4. Communication Is Important
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For
Your
Company
•Earlier Warning of Potential Problems
• Stronger, More Timely Decision Making
• Clear, Persuasive Marketing Messages
• Increased Employee Engagement

5. 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.
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6. Communicating as a Professional
(LO 1.2) Explain what it means to
communicate as a professional in a
business context.
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Excellence
Ethical Behavior
Etiquette
Teamwork
Accountability
Positive Attitude
What Is Professionalism?

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•Organizational Skills
•Coherence and Persuasion
•Active Listening Skills
Understanding What
Employers Expect From You

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•Communication Diversity
•Communication Technology
•Writing and Speaking Skills
Understanding What
Employers Expect From You

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•Business Etiquette
•Ethical Communication
•Time Management Skills
Understanding What
Employers Expect From You

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Communicating in an
Organizational Context

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Adopting an
Audience-Centered Approach
“You”
Attitude
Business
Etiquette
Emotional
Intelligence

13. The Basic
Communication Model
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Sender Has an Idea
1
Sender Encodes Idea as a Message
2
Sender Produces the Message
3
Sender Transmits the Message
4

14. The Basic
Communication Model
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Audience Receives Sender’s Message
5
Audience Decodes the Message
6
Audience Responds to the Message
7
Audience Gives Feedback to Sender
8

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Noise and
Distractions
Competing
Messages
Message
Filtering
Channel
Breakdowns
Barriers in the Communication
Environment

16. Inside the Mind
of Your Audience
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How Audiences Receive Messages
How Audiences Decode Messages
How Audiences Respond to Messages

17. Social Communication Model
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18. Social Communication Model
(in Practice)
Traditional
Approach
Social
Media
Approach
Hybrid
Method
Strategic
Plans
Policies
Customer
Support
Project
Updates
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19. • 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.
• Smartphones keep people connected 24/7.
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The Rise of Mobile as a
Communication Platform

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Mobile-First
Approach
Radical
Connectivity
How Mobile Technologies Are
Changing Business Communication

21. • Challenges of constant connectivity
• Challenges for creating/consuming content
• Multitasking and other distractions
• Pressures on standards of writing
• Sensory and cognitive extensions
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Mobile Technology and Business
Communication Practices

22. • Security and privacy concerns
• Productivity and collaboration
• Assistance with business tasks
• Decision making and problem solving
• Engaging experiences for customers
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Mobile Technology and Business
Communication Practices

23. • In this section, we discussed the following:
– The Rise of Mobile as a Communication Platform
– Mobile Technologies Are Changing Business
Communication
– Mobile Technology and Business Communication
Practices
• The next section will cover Using Technology
to Improve Business Communication.
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Summary of Discussion

24. Using Technology to Improve
Business Communication
(LO 1.5) List four general guidelines for using
communication technology effectively.
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25. Copyright © 2016 Pearson Education, Inc. 25
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What
Technology
Can Do
Help You Accomplish Tasks
Support Interpersonal Communication
What
Technology
Cannot Do
Replace Interpersonal Communication
Think for You or Supply Essential Skills
Keeping Technology
in Perspective

26. Guarding Against
Information Overload
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Receivers of Digital Correspondence
•Filter and prioritize all incoming messages.
•Limit the number of RSS feeds and Twitter streams.
Senders of Digital Correspondence
•Don’t send unnecessary messages.
•Don’t send “urgent” messages without justification.

27. Using Technological
Tools Productively
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Information Technology Paradox
Issues Issues
Employee Distractions
Potential Litigation
Information Security
Corporate Reputation

28. • Solving difficult problems
• Maintaining productive relationships
• Learning about other people
• Letting people get to know you
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Reconnecting with People

29. Unethical Communication
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Plagiarizing Ideas or Products
Omitting Essential Information
Selectively Misquoting

30. Unethical Communication
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Misrepresenting Numerical Data
Distorting Visual Displays
Ignoring Privacy and Security

31. Distinguishing Ethical Lapses
from Ethical Dilemmas
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What’s an Ethical
Dilemma?
Choosing from
among Conflicting
Alternatives
What’s an Ethical
Lapse?
Making a Choice
That’s Clearly
Unethical

32. Ensuring Ethical Communication
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•Ethical Individual Employees
•Ethical Company Leadership
•Appropriate Policies and Structures

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Promotions and
Contracts
Employment
Communication
Intellectual
Property
Financial
Reporting
Defamation Transparency
Ensuring Legal Communication

34. Business Communication Today
Chapter 1
Professional Communication in a Digital,
Social, Mobile World
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35. Copyright © 2016 Pearson Education, Inc. 35
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