CHAPTER 1 Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website,

CHAPTER 1

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.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.

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.


What is communication?What is communication?

● The process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior.


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


Communication ChannelsCommunication Channels


Communication Process ModelCommunication Process Model


Communication Process BarriersCommunication Process Barriers

● Differences in _________ level, experience, and culture

● Physical issues, such as _____ or room temperature

● Mental distractions, such as developing a response instead of __________

education

noise

listening


Flow of Information Flow of Information


Directions for Communication Directions for Communication FlowFlow

● 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


Communication SystemsCommunication Systems

Formal Formal systemsystem

Informal Informal systemsystem


Levels of CommunicationLevels of Communication


Contextual Forces Influencing Contextual Forces Influencing Business CommunicationBusiness Communication


Causes of Illegal and Causes of Illegal and Unethical BehaviorUnethical Behavior

● Excessive emphasis on ______● _________ corporate loyalty● Obsession with _______

advancement● Expectation of not getting ______● Unethical ____ set by top

management● ___________ about whether an action

is wrong● Unwillingness to take a _____

profitsMisplaced

personalcaught

toneUncertainty

stand


Examples of Illegal/ Examples of Illegal/ Unethical BehaviorUnethical Behavior


Four Dimensions of Four Dimensions of Business BehaviorBusiness Behavior


Barriers to Intercultural Barriers to Intercultural CommunicationCommunication

● Ethnocentrism ● Stereotypes ● Interpretation of ____ ● ________ space requirements● Body language● Translation _________

time Personal

limitations


Diversity ChallengesDiversity Challenges


Key TermsKey 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


Legal and Ethical ImplicationsLegal and Ethical Implicationsof Technologyof Technology


Impacts of TechnologyImpacts of Technology

● Aids in collecting and organizing data

● Helps craft clearer and more effective messages

● Overcomes distance and time issues

● Complicates interpersonal relationship development


Team Environment Leads to Team Environment Leads to SynergySynergy

• 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


Important Team SkillsImportant 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


Communication PatternsCommunication Patternsfor Successful Teamsfor Successful Teams

● Trust-building changes _____________ patterns

● _____ meetings educate employees

● ______ leadership involves management and employees

● Information flows ___ to management, down to workers, and ___________ among teams

communication

OpenShared

uphorizontally

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CHAPTER 1 Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website,