Chapter 1 Business Communication Foundations 2012 Business Communication I

Goals of Business Communication Receiver Understanding Message understood by receiver as the sender intended – “shared meaning” The most important goal Receiver Response Positive, neutral or negative response possible Conveyed through words, actions, or both Goal achieved when response is appropriate Sender should assist receiver in responding

Goals of Business Communication Favorable Relationship Sender and receiver should relate positively, personally, and professionally Both sender and receiver benefit from a favorable relationship Goal achieved by using positive wording, stressing receiver’s interests and benefits, and doing more than is expected Organizational Goodwill Goodwill is essential to the success of the organization Sender should try to increase goodwill by emphasizing favorable aspects of the company’s products, services, and personnel

Patterns of Business Communication Internal Communication Patterns Vertical, horizontal, network Vertical follows chain of command Horizontal facilitates work cooperation and work coordination Formal communication Is business-related and planned; Follows in all directions Is essential to effective business operations Informal communication : Grapevine Consists of business-related and personal info Is typically oral, but technology enables written forms Is unplanned, flows in all directions Is essential for human relationships

Patterns of Business Communication Serial Chain transmission involving three or more individuals Downward and upward flow Messages change as passed Special precautions are necessary Senders should keep the message simple Receivers should repeat the message External Communication Patterns Include communication with customers, suppliers, media, competitors and government agencies Can be written or oral Is typically formal but may be informal Must be high quality

The Communication Process A Communication Process Model

The Communication Process A Communication Process Model Components are sender, message, receiver, feedback, and barriers Environment includes all things participants perceive; is complex and distracting; Each organization has its own culture Office politics (the competitive environment) created whenever three or more people work in one organization Competition may be for tangible or intangible rewards Actions will be informal attempts to protect self-interest, meet personal needs, or advance personal goals May be positive or negative Exists in every organization Must be considered as you decide whether you should remain or change jobs

The Communication Process Within organization political fundamentals Be honest and ethical in all your dealings with people Believe in yourself Believe in your work Do the best job you can Keep your commitments Be a pleasant person Feel true respect for everyone

The Communication Process Sender’s and Receiver’s Roles Sender selects type of message, analyzes receiver, uses you- viewpoint, provides for feedback, and removes communication barriers Sender has primary responsibility for success of message Receiver listens or reads carefully, is open to different types of senders and messages, makes notes when necessary, provides feedback, and asks questions for clarification

The Communication Process Communication Types and Channels Verbal messages (written and oral) use words; nonverbal messages do not use words Written message channels include memos, letters, e-mail, web pages, reports, and news releases – all of which may include diagrams, drawings, charts and tables. Oral message channels include conversations, voice mail, meetings, and speeches Channel based on audience and situation Nonverbal messages can be powerful Kate Hartman: The art of wearable communication

The Communication Process The You-Viewpoint Analyzing the receiver Knowledge Analyze the receiver’s education and experience Compose the message at the proper level Interests Analyze the receiver’s concerns, needs, and motivations Emphasize benefits to receiver Consider receiver’s position and authority Attitude Analyze the receiver’s values, biases, and viewpoints Consider receiver status, power, personality, expectations, and culture

The Communication Process Emotional reaction Analyze the receiver’s potential emotional reaction to the message Determine approach – direct or indirect Using the you-viewpoint Means understanding the receiver’s point of view Is key to achieving business communication goals Is based on analysis of receiver Enables sender to compose message at appropriate level Directs message at receiver’s concerns, needs and motivations Avoids negative situations Helps choose message approach – direct or indirect Is opposite of I = or We-viewpoint Respects basic values; is honest, forthright

The Communication Process Example I-Viewpoint You-Viewpoint I think your report is excellent. Your wrote an excellent report. You simply do not understand what I am saying. Perhaps an example will help make the instructions clearer. We offer three service plans. Choose the service plan that best meets your needs.

The Communication Process Providing for Feedback Ask for response (feedback) from receiver Assist receiver in giving response Is essential to achieving business communication goals

Potential Communication Barriers Poor Word Choice – p. 17 Do not choose words that are too difficult, technical, or easy Analyze receiver’s vocabulary Compose and transmit message at appropriate level Consider denotative versus connotative meaning Realize receiver and sender may attach different meanings to words Analyze receiver’s possible connotations Define your terms or use other words Consider idioms Need context for meaning May cause problems for people for whom English is not the first language Used only when receiver will understand

Potential Communication Barriers Distinguish between implications and inferences Senders can imply and receivers can infer from both words and actions Senders should use specific language; receivers should clarify meaning Implications and inferences play a role in business; challenge is to ensure they are appropriate Incorrect Grammar, Sentence Structure, Punctuation, and Spelling Errors detract from receiver understanding; sender can lose credibility Errors must be corrected before transmitting message Wrong Message Type Influence communication success Choose appropriate type of message

Potential Communication Barriers Poor Message Appearance Affects acceptance of written message Avoid smudges, wrinkled paper, and poor handwriting Poor Appearance of the Sender Affects understanding and acceptance of oral message Maintain required standards Distracting Environmental Factors Include noise, light, temperature, furniture, equipment, distances, and colors Eliminate environmental communication barriers in advance, if possible

Potential Communication Barriers Receiver’s Capability Includes any mental or physical challenge of receiver that interferes with the success of the message Devise ways to overcome limitations of receiver’s capability Ineffective Listening Skills Are a common barrier to successful oral communication Remove barrier by improving message quality Other Communication Barriers Lack of interest, lack of knowledge, different cultural perceptions, language difficulty, emotional state, and bias Do everything possible to remove these barriers

Summary of Learning Objectives Explain why business communication is important to individuals and organizations List and explain the goals of business communication Describe the patterns of business Communication Explain the communication process Identify communication barriers and describe ways to remove them