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“The most important thing in communication is to hear what isn’t being said.” Peter Drucker. OBJECTIVES. Define the impact effective communication has in the workplace Name the key elements of the communication process Name the three types of communication media - PowerPoint PPT Presentation
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Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
COMMUNICATION
Chapter 9
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
“The most important thing in communication is to hear what isn’t being
said.”Peter Drucker
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
OBJECTIVES1. Define the impact effective communication has
in the workplace2. Name the key elements of the communication
process3. Name the three types of communication media4. Describe the dangers of becoming emotional at
work5. Demonstrate proper formatting for business
letters, memos, and emails
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
WORKPLACE COMMUNICATION and its CHANNELS
• Effective communication is vital to business. What if there is no communication?
• Formal communication: Vertical communication, Horizontal communication
• Informal communication: Grapevine, Gossip
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE COMMUNICATION PROCESS
The process of a sender sending a message to a receiver with the
purpose of creating mutual understanding
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE COMMUNICATION PROCESS
SENDER RECEIVERNOISE
MESSAGE
FEEDBACK
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE COMMUNICATION PROCESS
• Sender: individual sending a message– Encoding: process of sender identifying how the
message will be sent (verbal, non-verbal, or written)• Receiver: individual that receives the message
– Decoding: how the receiver interprets the message that was sent
– Feedback: the message the receiver sends based upon the receiver’s interpretation of the message
• Noise: anything that interferes with the communication process (audible or not)
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
TALK IT OUT• Identify the noises you
experience during class• Communication exercise:
one group use non-verbal medium to send a message (given by the instructor) to another group.
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE COMMUNICATION PROCESSCommunication Media
VerbalNon-verbal
Written
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
EMOTIONS AT WORK
• Make every attempt to not become emotional at work
• Emotions take away our ability to think logically
• If you cry or become angry, excuse yourself from the situation
• Deal with your emotion in private• Open displays of anger are inappropriate
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE BUSINESS LETTER• Business letter: formal written form of
communication used when message is being sent to an individual outside the organization
• Use proper business format– Sent on company letterhead – Error-free– Proofread, sign, and date prior to mailing– Include follow-up activity– Use company #10 mailing envelope
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE BUSINESS LETTER• Read example on page 130 and do
activity 9-3
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE BUSINESS MEMO• Business Memo: a formal form of written
business communication set to a receiver within an organization
• Sometimes called Interoffice Memorandum• Used for internal communication• Include receiver’s name, date, and subject• Include all facts, but be brief• Memos should be no longer than one page
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE BUSINESS MEMO• Read page 130- 131 and do activity 9-4
Copyright ©2011 by Pearson Education, Inc.publishing as Pearson [imprint]Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
THE BUSINESS E-MAIL• Popular for both internal and external
communications• Utilize software template• Include subject in subject line
– Avoid “Hi,” “Hello,” “Urgent,” “Important,” or “Test”
• Only use for business purposes• Avoid use of emoticons• Maintain confidentiality of electronic
address book