chapter 1 establishing a framework for business communication business communication, 14e lehman and...

Chapter 1

Establishing a Framework for Business Communication

Business Communication, 14e

Lehman and DuFrene

Objectives

1. Define communication and describe the main purpose for communication in business

2. Explain the communication process model and the ultimate objective of the communication process

3. Identify the five levels of communication

4. Discuss how information flows in an organization (formally any informally, and downward, upward, and horizontally)

5. Explain how legal and ethical constraints act as a strategic force to influence the process of business communication

Objectives6. Explain how diversity challenges act as a

strategic force to influence the process of business communication

7. Explain how changing technology acts as strategic force to influence the process of business communication

8. Explain how team environment acts as a strategic force to influence the process of business communication

Purposes of Communication

What is Communication?

The process of exchanging information and

meaning between or among individuals through

a common system of symbols, signs, and

behavior.

Purposes of Communication

People communicate for three basic

purposes

Inform

Persuade

Entertain

Purposes of Communication Managers spend approximately 60 to 80

percent of their time involved in some form of communication, including

Attending meetings, writing reports

Presenting information to groups

Coordinating work

Evaluating/counseling employees

Promotion

Communication Process Model

Chapter 1

The Communications Process Reasons for communication breakdowns at

the encoding stage. The sender uses:

Words not in the receiver's vocabulary

Ambiguous, nonspecific ideas that distort the

message

Nonverbal signals that contradict the verbal

message

Expressions such as “uh” or grammatical errors,

mannerisms, or dress that distract the receiver

The Communications Process Reasons for communication breakdowns at

the decoding stage:

The sender inadequately encodes the message (i.e. sends ambiguous ideas or uses contradicting nonverbal signals)

The receiver is intimidated by the position or authority of the sender

The topic is perceived to be too difficult to understand

The receiver is unreceptive to new and different ideas

The Communications Process The receiver encodes a message to clarify any

misunderstandings—feedback

Feedback may be verbal or nonverbal

Interferences or barriers

Differences in educational level, experience, culture, . . .

Physical interferences

Supervisors that are too rushed or insecure to allow subordinates to ask questions or offer suggestions

Sender Selects Appropriate Channel And Transmit Message

Two-way, face-to-face

Informal conversations

Two-way, not face, too, face

Telephone conversations, online chat

One-way, not face-to-face

Written documents such as letters, memos, reports, etc.

Communication ChannelsChapter 1

Receiver Decodes Message

The receiver is the destination of the

message

The receiver’s task is to interpret the

sender’s message (decoding the

message)

Receiver Encodes the Message

Feedback-when the receiver responds

to the sender’s message

May be verbal or nonverbal

“Could you clarify?”

“Yes I understand.”

Interferences Hinder the Process

Differences in educational level, experience,

and culture

Physical interferences in the channel such as

noisy environment, interruptions, etc.

Mental distractions such as preoccupation

with other matters and developing a response

rather than listening

Communicating within Organizations

Organizational structure-the overall

design of an organization

Developed to meet the company’s

specific needs and enhance its ability to

accomplish goals

Communicating within Organizations

Organizational communication

Concerned with the movement of

information within the company structure

Chief Executive Officer

VP of information technology VP of operations VP of finance

Levels of Communication

Internal messages-intended for

recipients within the organization

External messages-directed to

recipients outside the organization

Levels of CommunicationLevels of CommunicationChapter 1

Intrapersonal

Group PublicOrganizational

Interpersonal


Five levels

1. Interpersonal communication

individuals process information based on their own experience

Takes place in the individual’s mind (self-talk)

May be positive and constructive, or negative destructive


2. Interpersonal communication

To people are involved in the process

Their goals are (1) accomplish the task that

confronts them (2) feel better about

themselves due to interaction

– Sometimes called task of goals or maintenance

goals


3. Group communication

Among more than two people

Combined efforts of a number of people to

result in greater output


4. Organizational communication

Groups need organizational support

5. Public communication

Organization reaches out to public to achieve

its goals

Utilizes media advertising or web sites

Formal Channels

Rules procedures, policy created by management to control individual and group behavior

Communication ChannelsCommunication ChannelsChapter 1

Informal Channels

Patterns that emerge as people interact within a formal system to create a satisfying environment

Grapevine: An Informal Communication Channel

Speedy but inaccurate (rumor mill) Message passes from one to one until

it reaches the end of the line

No more or less accurate than other communication channels

Message distribution is network in nature rather than linear

Chapter 1

Flow of Info Within an Organization

Chapter 1

Strategic Forces Influencing Business Communication



Chapter 1

Legal and Ethical Constraints

Personal ethical standards will often

influence what they are willing to

communicate

A system of ethics built on honesty may

require that a message provide full

disclosure rather than shrouding the truth


Six out of ten Americans surveyed admitted that they would probably trade six months’ probation for an illegal $10 million

The pressure is felt most strongly among lower-level manager who are the least experienced doing their jobs (new business school graduates)

Legal and Ethical Constraints What can you do to prepare for dealing with

the pressure to compromise personal values?

Possess or develop a personal belief system on a variety of issues and the courage to practice them

Learn to analyze ethical dilemmas (identify the consequences of your actions) will help you make decisions that conform to your own value system. Do not become a puppet, controlled by the motives of others.

Learn to analyze “the big picture” which includes the price paid for your actions by others as well as yourself

Legal and Ethical Constraints The foundation for legal and ethical behavior

Ethics-The principles of right and wrong that guide

you in making decisions that consider the impact

of your actions

Acting ethically—the ability to do what you feel is

right when pressured to do otherwise

Legal and Ethical Constraints Situations for possible ethical dilemmas:

A salesperson who travels feels cheated that personal telephone calls are not reimbursed travel expenses and over states car mileage to cover the cost of the calls

To protect his job, a product engineer decides not to question a design flaw in a product that could lead to possible injuries or death in customers

To save money, a supervisor authorizes that a software program be installed on fifty office computers when only one legal copy was actually purchased


Causes of illegal and unethical behavior

Excessive emphasis on profits

“Do whatever is necessary to increase the bottom line.”

Justify unethical acts because they are in the “best interest”

Obsession with personal advancement

Expectation of not getting caught

Unethical tone set by top management


Uncertainty about whether an action is

wrong

Unwillingness to take a stand for what is

right

Four Dimensions of Business Behavior

Chapter 1

Method for Determining A Proposed Advisable Action (Pagano Model)

Answer six questions honestly

1. Is the proposed action legal

2. What are the benefits and cost to the people involved

3. Would you want this action to be a universal standard, appropriate for everyone

4. Does this action pass the light-of-day test

5. Does the action passed the Golden Rule test

6. Does the action passed the ventilation test? Ask the opinion of a friend with no investment in the outcome

Diversity ChallengesChapter 1

International

Gender

Intercultural

Intergenerational

Diversity Challenges as a Strategic Force

Differences between the sender and the

receiver in areas such as culture, age,

gender, and education require a

sensitivity on the part of both the sender

and receiver so that the intended

message is the one that is received


Successful communication must often

span barriers of language and almost

always requires the consideration of

differing world views resulting from

societal, religious, or other cultural

factors.


Communication Opportunities and Challenges in Diversity

International issues. Worldwide telecommunications and intense international business competition have forced many industries to expand into world markets.

Intercultural issues. Changing demographics in the U.S. are requiring businesses to face ethnic diversity in the workplace. The U.S. is better described as a “mosaic” than a “melting pot”

Managing a diverse workforce effectively will require you to communicate with everyone and to help all employees to reach their full potential and contribute to the company’s goals


Intergenerational issues. The “graying of

America” means the older segment of the

population is larger today than at any time

previously

Choose to continue professional activities

Control a great deal of wealth and resources


Gender Issues. Females have entered the job

market in great numbers.

Issues concerning sex discrimination

Sexual harassment and a hostile working environments

Diversity Challenges

Cultural and Communication

Culture is learned by people over time

Components of culture are interrelated. In the

U.S., pursuit of happiness = the pursuit of property

Culture is shared

Subcultures-cultures within cultures. Share some traits

that derive from the main culture

The culture of a people is the product of their living experiences within their own society


Culture and Communication (cont.)

Culture provides standards for behavior

Provides a feeling of identity

Provides a feeling of being a part of something larger than themselves

Problems arise because people assume their cultural norms are right and their patterns of behavior are universally valued


Barriers to Intercultural Communication

Stereotypes

Forming a mental picture of the main

characteristics of another group

To view another person as a representative of

a class of people rather than an individual



Chronemics

The study of how a culture perceives time and

its use

U.S.—”Time is money!”

North Americans & Europeans—Concerned

with punctuality



(cont.)

Personal space requirements

Proxemics—Study of cultural space

– Large offices for higher status—not job requirements

– Personal space is used for communication



(cont.)

Body language

Kinesics

– Nodding of heads

– Feet on the floor


Ethnocentrism

Stereotypes

Interpretation of time

Personal space requirements

Body language

Translation limitations

Lack of language training

Chapter 1

Impacts of Technology

Data collection and

analysis

Clearer and more

effective messages

Distance overcome

Legal and ethical issues

Chapter 1

Data Collection And Analysis

Two advantages of electronic communication

1. Electronic searches of organizational databases and electronic networks can be done in a fraction of the time of manual searches of printed sources

2. Vast amounts of information available allow researchers to develop better solutions to problems

Data Collection And Analysis

Databases offer these advantages

Data organization-ability to organize large

amounts of data

Data integrity-assurance that data is

accurate and complete

Data security assurance that data is secure

Tools for Shaping Clearer And More Effective Messages

Documents that took days to produce during b.c. (before computers) can be created in hours or less

Word processing software

Expedites production of a document

Improve quality


Collaborative software

Assist groups in writing collaboratively

Authors work on documents at the same time

Graphics software

Surpasses word processing by using typography

and design elements


Presentation software

Allow speakers to develop dynamic multimedia

presentation visuals which combine texts,

graphics, animation, sound, and video

Web publishing tools

Facilitate the creation of web pages for posting to

the Internet

Communicating Quickly and Efficiently over Long Distances

Electronic mail or e-mail

Instant messaging

Voicemail

Facsimile or fax

Telecommuting

Cellular telephone

Electronic conferencing

Legal and Ethical Implications of Technology

Issues of ownership

Copyright of documents transmitted over

the Internet

Issues of access

Threats to individual privacy

Purposes of Group Communication

Achievement or Task Purpose— To serve on a decision-making

or problem-solving group — To get the job done

Maintenance or Social Purpose— To assist in the betterment of

individual members from a behavioral point of view

— To develop group morale

Chapter 1

A Way to Remain Competitivein a Global Market

A Way to Remain Competitivein a Global Market

Team Environment Organization of the Future

Small group with complementary skills working together for a common purpose

Chapter 1

SynergySynergy

Chapter 1

The whole is greater than the sum of the parts.

Benefits of Work Teams

Make workers happier by causing them to feel they are shaping their jobs

Increase efficiency by eliminating layers of managers passing down orders and monitoring performance

Enable a company to draw on the skills and imagination of the whole work force

Chapter 1

Important Team Skills

Problem solving and goal setting

Conflict resolution

Distributed leadership skills

Commitment to evaluate the group process

Ability to understand needs of co-workers

Effective communication skills

Ability to deal with barriers

Chapter 1

chapter 1 establishing a framework for business communication business communication, 14e lehman and...

Documents

message slide

communication breakdowns

receiver slide

form of communication

levels of communication

communication channels

dufrene slide

message twoway