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Chapter 1

Chapter 1. Understanding Business Communication. Chapter 1 Objectives. Explain why effective communication is important in organizations and how it can help you succeed in business. Discuss four changes in the workplace that are intensifying the need to communicate effectively.

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Chapter 1

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  1. Chapter 1 Understanding Business Communication

  2. Chapter 1 Objectives • Explain why effective communication is important in organizations and how it can help you succeed in business. • Discuss four changes in the workplace that are intensifying the need to communicate effectively. • Describe how organizations share information internally and externally. • List and define the six phases of the communication process.

  3. Chapter 1 Objectives continued • Identify four types of communication barriers. • Discuss four guidelines for overcoming communication barriers. • Differentiate between an ethical dilemma and an ethical lapse.

  4. Effective Communication Communication is the process of sending and receiving messages. It is effective only when people • understand each other • stimulate others to take action • encourage others to think in new ways

  5. Organizational Benefits • Increase productivity • Anticipate problems • Make decisions • Coordinate workflow • Supervise others • Develop relationships • Promote products • Shape impressions you make • Understand needs of stakeholders

  6. Why Good Communication? • Increases chances for career success • Good communication skills are the number one predictor of promotion and success in the work world. • Helps you adapt to today’s changing workplace

  7. Technology Advances Globalization Age of Information Team-based groups Adapting to the Changing Workplace

  8. So what? • To improve communication skills, you need to: • Practice • Gain experience • Make the most of the opportunities presented in this course

  9. Communicating in Organizations • When you join an organization, you become a link in its information chain: you have information that others need, and they have information that you need. • Internal communication is the exchange of information and ideas within an organization. • Effective internal communicators use both formal and informal channels. • Formal internal communication channels are defined by the official chain of command

  10. Downward Upward Supervisor Supervisor Staff Staff Formal InternalCommunication Network Horizontal Department Department

  11. Quick Quiz Quick Quiz Quick Quiz Upward or Downward Communication? • Weekly accident report from line supervisor to personnel manager • Memo from department supervisor to staff members telling them of upcoming departmental meeting • Meeting between marketing team and production team • Upward • Downward • Horizontal

  12. Informal Internal Communications • Informal internal communication channels: • Reflect the organizations actual communication practices • Have no set hierarchical path • Are often called the grapevine • The grapevine is: • Used by savvy managers to spread and receive informal messages • Minimized by sophisticated companies by making certain that the official word gets out

  13. External Communication • External communication is the exchange of information and ideas with outsiders. • External communication can be in the form of a letter, a Web page, a phone call, a fax, an e-mail, a videotape, a face-to-face meeting, etc.

  14. Customers Venders Investors Company Distributors Journalists Competitors Community Representatives External Communication

  15. Outside Communication Formal • Press statements, investor letters, advertisements, price changes, and litigation updates • Usually prepared by marketing or public relations team Informal • Employees create an impression of the organization and gain information when they interact or network with the outside world.

  16. Sender has an idea Sender transmits Receiver gets message Communication Process Sender encodes idea Receiver gives feedback Receiver decodes message

  17. The Communication Process • The six phases of the communication process are repeated until both parties finish expressing themselves. • Communication succeeds only when the receiver understands the message the sender intended.

  18. Recognizing Communication Barriers • A communication barrier (or noise) is any interference in the communication process that distorts or obscures the sender’s meaning. • Perceptual Differences • Restrictive Environments • Distractions • Deceptive Tactics

  19. Traits of Good Communicators Perceptive Precise In Control Congenial Credible

  20. Guidelines to Becoming a Good Communicator • Adopt an audience-centered approach. • Foster open communication. • Create clean, efficient messages. • Be ethical in your communications.

  21. Audience-Centered Approach • Always make your message meaningful to your audience. • Learn all you can about your audience. • Use common sense and imagination to project yourself into the audience’s position.

  22. Climate of Open Communication • Make sure information flows freely down, up, and across the organization. • Encourage candor and honesty. • Reduce the number of levels in the organizational hierarchy or the number of steps in the communication chain. • Facilitate feedback from others.

  23. Lean, Efficient Messages • Deleting unnecessary information • Making necessary information easily available • Trying to give information meaning (rather than just passing it on) • Setting priorities for dealing with overall message flow

  24. Ethical Communication • Ethics are the principles of conduct that govern a person or group. • Ethical Communication includes all relevant information, is true in every sense, and is not deceptive in any way. • Commit to ethical communication.

  25. Ethical Communications • An ethical dilemma involves choosing among alternatives that are not clear-cut: • Two conflicting alternatives that are both ethical and valid • Two alternatives that lie somewhere in the vast gray area between right and wrong • An ethical lapse involves making a clearly unethical or illegal choice.

  26. Ethical Communications • How to test whether a message is ethical: • Is it legal? Does it comply with the law? • When the law does not apply, consider the moral implications of the message. • Is it balanced? Is it fair to all concerned? • Figure out who it will benefit or harm. • Find out how much benefit or harm it will do. • Is it a message you can live with? Does it make you feel good about yourself? • Ask how you would feel if a newspaper published it. • Ask how you would feel if your family knew about it.

  27. The End

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