chapter 1:
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Establishing a Framework for Business Communication . Chapter 1:. BCOM 3e Lehman/ Dufrene. What is Communication?. Communication is the process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior. - PowerPoint PPT PresentationTRANSCRIPT
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Chapter 1:
BCOM 3e Lehman/Dufrene
Establishing a Framework forBusiness Communication
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What is Communication?
Communication is the process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior.
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Purposes of Group Communication• Achievement or task purpose
• Maintenance or social purpose
To serve on a decision-making or problem-solving group
To get the job done
Feel better about yourself and each other
To develop group morale
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Communication Process Model
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Encoding & Decoding•Encoding
▫The process of selecting and organizing the message
•Factors that influence encoding:▫Receiver’s education level▫Experience▫Viewpoints▫Power status/relationship to sender
•Decoding▫The process of interpreting the message
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Feedback
•Receiver responds to sender’s message
•Verbal or nonverbal
•May prompt sender to modify or adjust original message
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Interference• aka “noise”• Sources:
Contradicting nonverbal signals Differences in education & culture Words not present in receiver’s vocabulary Ambiguous, nonspecific ideas Distractions (mannerisms, inappropriate
dress, hunger, stress, deadlines, intimidation) Noisy environment/interruptions Receiver unreceptive to new ideas Receiver pre-judges topic as boring/difficult Complications caused by the communication
channel
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Linguistics•What do these phrases mean to you?
▫Bless his/her heart.▫How much do you lack?▫Cut the lights out.▫I’m fixin’ to …▫That dog won’t hunt.
•Which term or phrase do you use?▫Do mash a button or press a button?▫Shopping cart or buggy?
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Communication Channels
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Two-Way, Face-to-Face• Examples:
▫informal conversations, interviews, oral presentations, speeches, videoconferences
• Advantages: ▫Instant feedback, nonverbal signals, personal
connection
• Disadvantages:▫Expensive to convene groups spread across great
distances, difficult to coordinate schedules
• Best channel for conveying sensitive or unpleasant news
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Two-Way, NOT Face-to-Face•Examples:
▫Telephone conversations, online chats, instant messaging, texting
•Advantages:▫Instant feedback, real-time connection
•Lacks nonverbal elements, so verbal message must be especially clear
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One-Way, NOT Face-to-Face• Examples:
Letters, memos, reports, e-mail, fax, voice mail, web pages, newsletters
• Advantages: Message considered more permanent and
official
• Lacks both nonverbal elements and instant feedback
• Confusion must be anticipated and prevented
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Flow of Information Within an Organization
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Your boss tells you “that’s not the way we do
things here” and then shows you the correct
procedure for completing a task.
▫Upward communication▫Downward communication▫Horizontal communication
What direction of communication is this an example of?
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Your co-worker provides constructive criticism on a draft of a letter you’re writing.
▫Upward communication▫Downward communication▫Horizontal communication
What direction of communication is this an example of?
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You tell your boss that you think youdeserve a raise.
▫Upward communication▫Downward communication▫Horizontal communication
What direction of communication is this an example of?
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Organizational Communication• Formal channels
• Informal channels
Rules procedure Created by
management to control individual and group behavior
Emerge as people interact within a formal system to create a satisfying environment
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Grapevine:An Informal Communication Channel
1. Grapevine is ___ _____ or _____ accurate than other communication channels
2. Message distribution is __________ rather than linear in nature
no more less
networked
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Workplace Gossip•28% of employees say gossip is their
first source of information •(among those who work in offices without
a consistent method of communicating news, like staff meetings)
•Two forms:▫Company (mergers, layoffs, promotions,
staffing changes)▫Personal (affairs, conflicts, health issues)
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At the water cooler?
•Not anymore:•(36%) office break room •(33%) at a co-worker's desk,
workstation or office •(10%) e-mail or instant messaging. • (1%) water cooler
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Who gossips more?•Men? Or Women?
•It’s actually about the same.
•Purpose differs:▫Women gossip to network, stay connected
with friends.▫Men use gossip in a more competitive way
(who’s earning what, who’s dating whom)▫Women are more interested in discussing
other women, men are more interested in discussing other men.
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Is Gossip Harmless?•Human nature•Helps build office friendships•Helps us figure each other out (who can we
trust? Who should we avoid?)•Helps us let others know who we are•Forms a sense of connection in work teams•Releases hormones that reduce anxiety and
stress•Helps new hires learn about the corporate
culture (what’s not in the employee handbook)
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Or Dangerous?
Danger #1: Lawsuits•Gossip spread in e-mail can be used to
support a defamation case •If an employee spreads malicious gossip
via e-mail and the target of the gossip finds out, he or she could make a case for harassment or a hostile work environment claim.
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Dangers of Workplace Gossip
Danger #2: Career damage •Employees known as gossips can be
valued by managers who see them as a way of getting a read on workplace morale, but they can also be viewed as not trustworthy
Danger #3: Productivity drain•Time spent gossiping takes time away
from your real job http://abcnews.go.com/Video/playerIndex?id=3199650
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Levels of Communication• Intrapersonal
Communicating with yourself Not true communication? Example: Reminding yourself of your to
do list
• Interpersonal Communication between two people Goals: accomplish task, maintenance
function
• Group Communication among two or more Goal: achieving output greater than
individual efforts could produce
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Levels of Communication, cont.•Organizational
▫Groups working together to achieve large tasks
•Public▫The organization communicating
externally to its constituents▫Examples: advertisements, corporate
website
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Contextual Forces
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Causes of Illegal and Unethical 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
personal
caughttone
Confusion
stand
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Four Dimensions of Business Behavior
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Barriers to Intercultural Communication• Ethnocentrism
▫Assume your way is the right way
• Stereotypes▫Preformed ideas
• Interpretation of time
• Personal space
• Body language
• Translation limitations