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Learning Objective
O
U T L1 I N E
Chapter
Understanding Business
Objectives
Communication
What Experts Say
Communication Skills Are Critical
Special Challenges
1
C H A P T E R
Common Communication Barriers
The Communication Process
Understanding Business Communication
Copyright © 2001 South-Western College Publishing Co.
Chapter 1
Learning Objective
Understanding Business
Communication
Learning Objectives
1. Describe how effective communication skills lead to
personal and professional success.
2. List the special challenges facing business
communicators.
3. List the most common communication barriers in
business.
4. Explain the different parts and their relationships in the
model of communication.
Learning Objective
Chapter 1
Understanding Business
Communication
Describe how effective communication
skills lead to personal and professional
success.
What Experts Say
WHAT BUSINESS EXPERTS SAY ABOUT
DEVELOPING COMMUNICATION SKILLS
Communication
Skills Are Critical
• Executives at 1,000 of the largest U.S. corporations say
that interpersonal, written, and oral skills are the most
difficult to find in job applicants.
Special
Challenges
• The better your communication skills the more earning
potential you will have in life.
Common
Communication
Barriers
The
Communication
Process
• We focus on those communication skills that
executives consider most critical for business
professionals.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Special
Challenges
Describe how effective communication
skills lead to personal and professional
success.
COMMUNICATION SKILLS ARE CRITICAL
FOR A SUCCESSFUL CAREER
Improved Self-Presentation Skills
• You will appear more valuable when others easily
understand your ideas, goals, and plans.
Opportunities for Promotion
• If you cannot express yourself through:
Common
Communication
Barriers
The
Communication
Process
•
•
•
•
•
•
letters
reports
memos
interviews
business conversations
presentations and negotiations
… you may find yourself passed over for higher level jobs.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Special
Challenges
Common
Communication
Barriers
The
Communication
Process
Describe how effective communication
skills lead to personal and professional
success.
For example:
• Republic Steel has a plant entirely run by selfdirected teams.
• Shell Exploration and Production Company has
designated 50 coaches who educate and support
teams.
• United Airlines Component Maintenance Center
restructured its departments into teams called
Product Centers.
Learning Objective
Chapter 1
Understanding Business
Communication
List the special challenges facing
business communicators.
What Experts Say
CHALLENGES FACING THE BUSINESS
COMMUNICATOR
Communication
Skills are Critical
Information Management
• In the industrial age, human knowledge doubled every
ten years; now knowledge doubles every year.
Special
Challenges
Common
Communication
Barriers
The
Communication
Process
• The industrial age was successful because workers
followed orders.
• Organizations in the information age cab only survive
by employing people who take on responsibility and
use their skills effectively.
• The key to using technology to manage information is
knowing how to use it as a communication device.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Special
Challenges
List the special challenges facing
business communicators.
Cultural Diversity
• Cultural diversity--a highly diverse group of
people,ideas, attitudes and backgrounds.
• Today there are more:
• females
• African-Americans
• Hispanic
Common
Communication
Barriers
The
Communication
Process
• Native American
• Asian American
• physically challenged workers
• You will need to respond to the differing backgrounds
and needs of your co-workers.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Special
Challenges
List the special challenges facing
business communicators.
Globalization
• Every organization competes for capital, human
resources, and sales.
• Requires many of the skills involved with cross-cultural
communication at home.
• Develop an awareness of norms and values of other
countries.
• A direct approach (American) versus small talk (French)
Common
Communication
Barriers
• Other communication barriers :
• customs
• rituals
The
Communication
Process
• nonverbal behaviors
• different views of time and space
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
List the special challenges facing
business communicators.
Technology
• Technology shapes communication.
Communication
Skills are Critical
Special
Challenges
Common
Communication
Barriers
The
Communication
Process
• The internet and the World Wide Web .
• An estimated 63 million web users (30% of the U.S.
population over the age of 15)14.
Ethics
• Pressure to compromise their ethical standards to get
the job done.
• Reasons for unethical communication practices18:
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Special
Challenges
List the special challenges facing
business communicators.
• Pressure to produce results
• Misunderstanding the difference between ethical
and unethical behavior
• Bending to situations or people pushing unethical
acts
• Observing or imitating poor role models
• Ignoring ethical behavior in the interests of profits
Common
Communication
Barriers
The
Communication
Process
• Believing that “everybody does it” “they’ll never
know” “this is my right”
Ethical communication is not only morally correct, but
also highly profitable.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Gesture/
Body Language
Table 1.3
International Differences in
Nonverbal Communication
U.S. Custom
International
Customs
Communication
Skills are Critical
Shaking hands
Firm grip
Japanese: bow
Middle East: a gentle grip
Special
Challenges
Eye contact
Direct
Japanese: avert
“O.K.” gesture
Enthusiasm,
acceptance
France: worthlessness
Nodding/
shaking head
Nodding: yes
Shaking: no
Bulgaria; the opposite
Common
Communication
Barriers
The
Communication
Process
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
List the most common communication
barriers in business.
COMMON COMMUNICATION BARRIERS
Mismanaged Information
Communication
Skills are Critical
Special
Challenges
Common
Communication
Barriers
The
Communication
Process
• Communicators are often unaware that their
information is of poor quality, outdated, or poorly
designed.
• Information quality is relative.
• You cannot always rely on familiar and trusted sources
of data.
Inadequate Communication Skills
• Poor communication skills result in material that is
poorly organized, overwritten, and full of errors.
• Oral communication: mistakes, lose their places, fail to
use proper gestures, and speak in monotones.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
List the most common communication
barriers in business.
Inappropriate Communication Media
• The systems or carriers that take message to people.
Communication
Skills are Critical
Includes: letters, reports, memorandum,
conversation, speeches, telephones, computers, and
fax machines
Special
Challenges
Common
Communication
Barriers
The
Communication
Process
Inadequate Feedback
• Feedback is the response that a receiver of
communication makes to the sender.
• Reasons: Not enough time, friction between
communicators.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Special
Challenges
List the most common communication
barriers in business.
Communication Anxiety
Communication anxiety is the fear or the stress
associated with certain types of communication
situations.
• The fear and stress with certain types of communication
is commonplace in the business world.
• For example, stage freight, or the fear of speaking in
public.
• Other stressful communication situations include:
Common
Communication
Barriers
• performing appraisal interviews
• leading task force groups
• reprimanding employees
The
Communication
Process
• delegating tasks to subordinates
• making small talk
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Explain the different parts and
their relationships in the model
of communication.
THE COMMUNICATION PROCESS
A flow of messages from a source (sender) to a
receiver using a channel.
Stimulus
Special
Challenges
• Anything that causes you to consider the
communication process.
Analysis
Common
Communication
Barriers
• Includes information management, critical thinking, an
setting goals.
Developing Messages
The
Communication
Process
• Five steps: decision making, context analysis, message
design, media selection, and evaluation.
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Communication
Skills are Critical
Special
Challenges
Explain the different parts and
their relationships in the model
of communication.
Encoding
• The process of actually sending a message through a
media destined for a receiver.
Decoding
• Refers to receiving and processing messages, making
sense of the message.
Analysis
Common
Communication
Barriers
The
Communication
Process
• Message interpretation: making sense of the message.
• Message evaluation: reception, comprehension,
benefits, timeliness, appropriateness, creditability, and
influence.
Learning Objective
Chapter 1
Understanding Business
Communication
Explain the different parts and
their relationships in the model
of communication.
What Experts Say
Mutual Understanding
Communication
Skills are Critical
• The receiver must understand the message sent by the
sender, the sender must know the the receiver
understands the message.
Developing A Feedback Message
Special
Challenges
Common
Communication
Barriers
The
Communication
Process
• Refers to any response that you make to the sender of
a message.
Noise
• Anything that interferes, detracts, or adversely affects
the message.
• Internal interference: processes within a person
• External distortions: environmental noise
Learning Objective
Chapter 1
Understanding Business
Communication
What Experts Say
Message
Communication
Skills are Critical
Common
Communication
Barriers
The
Communication
Process
Decoding
Sending
Encoding
1. Interpretation
Analysis
1. Determine purpose
Message 2. Evaluation
Development
2. Situation analysis
Mutual
3. Noise
Message design
Understanding
4.
selection
1. Media
Information
management
Developing
Analysis
2. Critical thinking
Feedback
3. Goal settingMessages
Receiving
Special
Challenges
Figure 1.1
The Communication Process
Mutual
Understanding
Stimulus
Feedback
Learning Objective
Chapter 1
Understanding Business
Communication
The End
Copyright © 2000 South-Western College Publishing Co.
Learning Objective
Chapter 1
Understanding Business
Communication
References
14
Maguire, T. Web nets the masses.
Inc. Magazine, December,1998, p. 18-20.
16
Golden, 1986
18
(Reidenbach & Robin, 1989; Tuleja, 1985