Download What is communication?

CHAPTER 1
Establishing a
Framework
for Business
Communication
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
1
Define communication and describe the value for
communication in business.
2
Explain the communication process model and the
ultimate objective of the communication process.
3
Discuss how information flows in an organization
(formally and informally; downward, upward, and
horizontally; and through various levels).
4
Explain how legal and ethical constraints, diversity
challenges, changing technology, and team
environment act as contextual forces that influence the
process of business communication.
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
What is communication?
● The process of exchanging and
interpreting information and meaning
between or among individuals through a
system of symbols, signs, and behavior.
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Types of Workplace Communication
•
•
•
•
•
•
•
Listening/contributing to decision making
Attending meetings
Writing messages
Presenting and clarifying information
Coordinating work and work processes
Evaluating and counseling others
Promoting organization products, services,
and image
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Channels
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Communication Process Model
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Communication Process Barriers
● Differences in education
_________ level, experience,
and culture
noise or room
● Physical issues, such as _____
temperature
● Mental distractions, such as developing a
listening
response instead of __________
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Flow of Information
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Directions for Communication Flow
● Downward communication: communication that
flows from supervisor to employee, from policy
makers to operating personnel, or from top to
bottom on the organizational chart
● Upward communication: a type of
communication that is generally a response to
requests from supervisors
● Horizontal (or lateral) communication:
interactions between organizational units on the
same hierarchical level
9
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Systems
Formal
system
• Reflects rules and procedures
• Created by management to
control individual and group
behavior
Informal
system
• Emerges as people interact
within a formal system to
create a satisfying
environment
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Levels of Communication
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Contextual Forces Influencing
Business Communication
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Causes of Illegal and
Unethical Behavior
Excessive emphasis on profits
______
Misplaced
_________ corporate loyalty
Obsession withpersonal
_______ advancement
Expectation of not getting caught
______
Unethical tone
____ set by top management
Uncertainty
___________ about whether an action is
wrong
● Unwillingness to take a stand
_____
●
●
●
●
●
●
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Examples of Illegal/
Unethical Behavior
Bernie Madoff
Cheated millions in Ponzi
scheme
AIG
Lucrative executive
bonuses
Enron, Worldcom, &
HealthSouth
Financial scandals
Toyko Electric Power
False reports to nuclear
regulators
Former Illinois Governor
Rod Blagojevich
Other?
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Four Dimensions of
Business Behavior
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Barriers to Intercultural
Communication
●
●
●
●
●
●
Ethnocentrism
Stereotypes
time
Interpretation of ____
Personal space requirements
________
Body language
limitations
Translation _________
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Diversity Challenges
Intercultural
Intergenerational
Gender
Educational
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Key Terms
●
Ethnocentrism: the assumption that one’s own
cultural norms are the right way to do things
●
Stereotypes: mental pictures that one group forms of
the main characteristics of another groups, creating
preformed ideas of what people in this group are like
●
Chronemics: the study of how a culture perceives time
and its use
●
Proxemics: the study of cultural space requirements
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Legal and Ethical Implications
of Technology
Information
Ownership
Information
Access
Threats to
Privacy
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Impacts of Technology
● Aids in collecting and organizing data
● Helps craft clearer and more effective
messages
● Overcomes distance and time issues
● Complicates interpersonal relationship
development
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Team Environment Leads to Synergy
• Makes workers happier by causing them to feel
they are shaping their jobs
• Increases efficiency by eliminating
management layers
• Enables a company to
draw on talents of
entire workforce
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Important Team Skills
● Problem-solving and goal-setting
● Conflict resolution
● Distributed leadership
● Commitment to evaluate the group
process
● Ability to understand needs of coworkers
● Effective communication
● Ability to deal with barriers
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Patterns
for Successful Teams
communication
● Trust-building changes _____________
patterns
Open meetings educate employees
● _____
Shared leadership involves management
● ______
and employees
up
● Information flows ___ to management,
horizontally among
down to workers, and ___________
teams
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.