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7/21/2019 Chap 1 - Establishing a Framework for Business Communication
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1
Establishing a Frameworkfor Business
Communication
Chapter 1
Lecture Slides
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Purposes of Business
Communication
T o Inf or m
T o P er suade T o Conv ey Goodw illT o Est ablish Cr edibilit y
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Communication
The process of exchanging
information and meaning
between or among individualsthrough a common system of
symbols, signs, and behavior.
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!e" #ngredients to Career Success
$ IntegrityIntegrity
$ Interpersonal skillsInterpersonal skills
$ CommunicationCommunication
Based on a sur%e" of &'' CE(S) Smith* !+ ,+* and Sa%oian* -+ .1//1* 0ecember 21+ Climbing to the top) -ising
through the corporate ladder+ Review of Business* St+ ohns 4ni%ersit"+
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(ther Career Skills
$ -ecepti%e to new ideas andinno%ati%e approaches
$ Committed to continued career
learning
$ 5a%e e6pertise and abilit" tothink in general terms
$ Finds humor in work situations
$ Can lead others
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Communication Process
8odel
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Communication Process) :he
E6change
The process ofselecting and
organizing the
message
The process ofinterpreting the
message
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Encoding The
Message
Decoding The
Message
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Communication Channels
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< 2''/ Cengage Learning+ =ll rights reser%ed+ /
Communication Flow in (rgani>ations
Formal Network Flow – Follows a company’s formal
organization chart created by
management. – Controls individual and group behavior.
– Achieves the organization’s goals.
– Dictated by the cultural, technical,
political, and economic environment of
the organization.
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Formal ?etwork Flow in an
(rgani>ation
$ Downward Communication @ Supervisor to employee
$Upward Communication @ Feedack to downward
communication
$ !orizontal Communication @ Interaction etween
organizational units on the
same hierarchical level
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Develops as people interact within theformal communication system and certain
behavior patterns emerge—patterns that
accommodate social and psychologicalneeds.
Communication Flow in (rgani>ations
Informal Network Flow
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Flow of #nformation
Aithin an (rgani>ation
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#n "our e6perience* what kind of
interference causes the most difficulties
"# $ackground noise
%# &ovement in your field of
vision'# (our thinking ahead for a
response
)# *oom temperature
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E6ternal Factors #nfluencing Business
Communication
+,-.+ / ,T!IC.+$ International +aws
$ Domestic +aws
$ Code of ,thics
$ Stakeholder Interests
$ ,thical Frameworks$ 0ersonal 1alues
DI1,*SIT($ Cultural Differences
$ +anguage $arriers
$ -ender Issues
$ ,ducation +evels
$ .ge Factors$ 2onveral Differences
T,.& ,21I*32&,2T$ Trust
$ Team *oles$ Shared -oals and ,4pectations
$ Synergy
$ -roup *eward
$ Distriuted +eadership
T,C!23+3-($ .ccuracy and Security Issues
$ Telecommunications$ Software .pplications
$ 5!igh6touch7 Issues
$ Telecommuting
$ Dataases
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< 2''/ Cengage Learning+ =ll rights reser%ed+ 1&
Stakeholders)
Those affected y decisions8
including ethical decisions#
@ .re people inside and outside
an organization#
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Aa"s to 0eal with Pressure to Compromise our Ethics)
$ Consider your personal value system
early#
$ $ecome aware of a tendency to
rationalize#
$ +earn to analyze ethical dilemmas#
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Communicate Ethicall" D -esponsibl"
$ State information as truthfully and fairlyas possile
$ Do not e4aggerate facts
$,4press ideas understandaly
$ Support viewpoint with facts
$ State ideas with consideration that preserves receiver9s self6worth
$ Design honest graphics
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Four 0imensions of
Business Beha%ior
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0i%ersit" Challenges
$ International
$ Intercultural
$ Intergenerational
$ -ender
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,i%a la 0ifference$ +earn aout the person9s culture
$ !ave patience with yourself and the
other person
$-et help when you need it
$ 0articipate in diversity
initiatives that oost morale8
creativity8 and productivity
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Barriers to #ntercultural Communication
$ ,thnocentrism
$ Stereotypes
$ Chronemics 6 Interpretation of time
$ 0ro4emics 6 0ersonal space re;uirements
$ !aptics – Touching
$ <inesics 6 $ody language
$ Translation limitations
$ Common Sense .pproach
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:eam En%ironment
(rgani>ation of the Future
Small group with complementar"skills* working together for a
common purpose
A Way to Remain Competitive
in a Global Market
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S"nerg"
The whole is greater
thanthe sum of the parts.
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B fit f A k :
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Benefits of Aork :eams
$ &ake workers happier y causing themto feel they are shaping their =os
$ Increase efficiency y eliminating layers
of managers passing down orders andmonitoring performance
$ ,nale a company to draw on the skills
and imagination of the whole work force
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C i ti P tt
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Communication Patterns
for Successful :eams
$ Trust6uilding changes communication patterns
$ 3pen meetings educate employees
$ Shared leadership involves managementand employees
$ Information flows up to management8
down to workers8 and horizontally amongteams
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Important Team Skills
Problem-solving, goal-setting and Coni!tresolution E"e!tive !ommuni!ationskills #bility to deal with barriers #bility to understand needs
of !oworkers $istributed leadershipskills
Commitment to evaluate44
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#mpact of :echnolog"
$ Collect and organize data etter
$ Craft clearer and more effective
messages
$ 3vercome distance issues
$ *aise legal and ethical issues
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Legal and Ethical #mplications
of :echnolog"
$ Informationownership
$ Informationaccess
$ Threats to privacy
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l b l 8 k ti - i
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lobal 8arketing -eGuires
Careful Communication
EuroDisney
!ept English labels on products in the
8e6ico Cit" Store+ 8e6ican
customers prefer the statusHs"mbol of
I=mericanJ packaging
Presumed 4+S+ policies would work in
Europe
McDonald’s
andCocaCola
Placed the flags of the 2 nations
participating in the Aorld Cup onpackagingK Saudi =rabias flag
contains sacred words from the
Koran+
WalMart
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Ch i 4 S A k F
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Changing 4+S+ Aork Force
=ge 0emographics
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