Download Chapter 1 - Professional Communications

1
“The art of communication is the
language of leadership.”
― James C. Humes, American author
and presidential speech writer
Understanding the
Communication Process
After completing the chapter, you will be able to:
• Describe the state of communication today.
• Identify the steps in the communication process.
• Compare informal and formal business
communication.
• Explain the written and verbal communication skills
that are essential to successful communication in the
workplace.
• Describe the role nonverbal communication skills
play in the communication process.
• Discuss how to overcome common barriers to
effective communication.
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Communicating Today
• Communication is the
process of sending
and receiving messages
that convey information,
ideas, feelings, and beliefs.
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Communicating Today
1. What is communication?
2. How has technology changed communication
over the past decade?
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Communication Process
• We communicate to:
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share information
create relationships
persuade
entertain others
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Communication Process
• There are six parts of the communication process:
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sender
message
channel
receiver
translation
feedback
Photos: Shutterstock
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Communication Process
• Sender
– begins the communication process
– decides there is a need to relay information to the
receiver
– assembles the information
– information takes the form of the message
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Communication Process
• Message
– Sender decides the format of the message:
• words (written or spoken)
• pictures
• video
– Putting the message into the format it will be sent to
the receiver in is known as encoding.
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Communication Process
• Channel
– Sender decides channel through which to send the
message:
• face-to-face conversation
• telephone conversation
• letter
• e-mail
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Communication Process
• Receiver
– Physically receives the message
– Has responsibility to the sender
• Giving attention to the message is essential to the
communication process.
• Giving attention to the sender is both a matter of
courtesy and necessity.
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Communication Process
• Translation
– Once the receiver receives a message, it will be
translated, or decoded, to see if the contents are
understood.
– Message is not actually “received” if the receiver does
not understand the content of the message.
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Communication Process
• Feedback
– receiver’s response to a message
– tells the sender if the receiver understood the
message as it was intended
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Communication Process
1. What are the six parts of the communication
process?
2. What is the difference between encoding and
decoding?
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Informal and Formal
Business Communication
• Informal communication is casual sharing of
information with no customs or rules of etiquette
involved.
– text messaging
– telephone calls
– talking at the
water cooler
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Informal and Formal
Business Communication
• Formal communication follows protocol (rules of
etiquette) as to how levels of employees interact
with each other.
– Upward communication is with supervisors,
managers, and executives.
– Lateral communication is with peers (persons of
equal standing or work position).
– Downward communication is with those over whom
you have a position of authority.
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Informal and Formal
Business Communication
• Formal communication
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Informal and Formal Business Communication
1. What is the difference between formal and
informal business communication?
2. What is a protocol?
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Written and Verbal
Communication
• Written communication means recording words
through writing or keying to communicate.
– use Standard English and business style for
formatting documents
– business communication represents you and your
company
– written communication creates a record that can be
recalled in the future
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Written and Verbal
Communication
• Verbal communication means speaking words to
communicate.
– Organizing thoughts is an important part of verbal
communication.
– Planning involves thinking about who will receive
the message and what you want to accomplish.
• make notes before meeting
• have an agenda
• research information
• Planning saves time.
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Written and Verbal
Communication
• Nonverbal communication refers to actions, as
opposed to words, that send messages.
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body language
touch and space
behavior
paralanguage
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Written and Verbal Communication
1. What is written communication?
2. What is verbal communication?
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Nonverbal Communication
• Body language is nonverbal messages.
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gestures
facial expressions
other body actions or postures
context determines meaning of body language
• Context is the environment or setting in which
something occurs or is communicated.
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Nonverbal Communication
• Touch and space
– Touch—a handshake
– Space—distance between yourself and the other
person
• Use judgment when standing next to others in
business.
• The personal space of others varies depending on your
social upbringing and community norms.
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Nonverbal Communication
• Touch and space
– Take behavioral cues from others with more
experience, but do not make the mistake of emulating
poor habits
– “Your actions speak louder than words”
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Nonverbal Communication
• Paralanguage
– the attitude you project with the tone and pitch of
your voice
– Tone, pitch, quality of voice, and rate of speaking
convey emotions that will be judged by the receiver,
regardless of the content of the message.
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Nonverbal Communication
1. What is nonverbal communication?
2. Why is paralanguage considered nonverbal
communication?
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Barriers to Effective
Communication
• Barriers are anything that prevents clear, effective
communication.
• Barriers may occur
in written, verbal,
and nonverbal
communication.
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Barriers to Effective
Communication
• Sending barriers occur when the sender says or
does something that causes the receiver to tune out.
– do not assume what the receiver knows
– select appropriate format for message, e-mail or a
phone call, based on the situation
– ask for feedback from the receiver
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Barriers to Effective
Communication
• Receiving barriers happen when the receiver says
or does something that causes the sender’s message
not to be received.
– Make sure you read all of what has been written.
– Take responsibility for getting clarification if you do
not understand the message.
– Hearing is an innate ability, except in the case of a
physical disability.
– Listening is a conscious action.
– Give feedback.
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Barriers to Effective Communication
1. What is a sending barrier?
2. What is a receiving barrier?
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• Communication is the process of sending and
receiving messages that convey information,
ideas, feelings, and beliefs.
• The communication process is a series of
actions on the part of the sender and the
receiver of the message.
• Informal business communication is casual
sharing of information with no customs or
rules of etiquette.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
• Written communication means recording
words through writing or keying to
communicate.
• Nonverbal includes body language and
behavior.
• Barriers can be sending or receiving barriers.
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Permission granted to reproduce for educational use only.