1.1 to accompany excellence in business communication, 5e, thill and bovée © 2002 prentice-hall...
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1.1
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Chapter 1
Understanding Business Communication
1.2
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
1.3
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Chapter 1 Objectives
Identify four types of communication barriers.
Discuss four guidelines for overcoming communication barriers.
Differentiate between an ethical dilemma and an ethical lapse.
continued
1.4
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Organizational Benefits
Increase productivity Anticipate problems Make decisions Coordinate workflow Supervise others Develop relationships Promote products Shape impressions you make Understand needs of stakeholders
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Adapting to the Changing Workplace
GlobalizationGlobalization
Team-based groupsTeam-based groups
Age of InformationAge of Information
Technology Advances
Technology Advances
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
So what?
To improve communication skills, you need to: Practice Gain experience Make the most of the opportunities
presented in this course
1.9
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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
1.10
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Formal InternalCommunication Network
DownwardSupervisor
Staff
HorizontalDepartment Department
UpwardSupervisor
Staff
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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
QuickQuiz
QuickQuizQuickQuiz
QuickQuizQuickQuiz
QuickQuiz
1. Upward2. Downward3. Horizontal
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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
1.13
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
External Communication
Company
CustomersCustomers
JournalistsJournalists
CompetitorsCompetitors Community Representatives
Community Representatives
VendersVenders InvestorsInvestors
DistributorsDistributors
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Communication Process
Senderencodes
idea
Sendertransmits
Receivergets
message
Sender has an
idea
Receiver decodes message
Receiver gives
feedback
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Traits of Good Communicators
In ControlIn Control
CongenialCongenial
PerceptivePerceptive
CredibleCredible
PrecisePrecise
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Guidelines to Becoming a Good Communicator
1. Adopt an audience-centered approach.
2. Foster open communication.
3. Create clean, efficient messages.
4. Be ethical in your communications.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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
1.24
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
1.25
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
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.
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To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
The End