Chapter 1 Understanding Business Communication There are videos embedded in the PowerPoint slides that are available on the Instructor’s Resource CD (ISBN 9781133188551).

Understanding Business Communication Components of Communication Communication Barriers Communication Media Choices Legal and Ethical Communication

Components of Communication p.5-7 Feedback Message Message Stimulus Destinatio n Filter Filter Medium Medium Feedback Noise Noise

Components of Communication An event that creates a need to communicate Stimulus Perception based on one’s knowledge, experience, and viewpoints Filter The information (either verbal or nonverbal) that is communicated Message The form of a message—for example, an email or phone call Medium The point when control passes from the sender to the receiver Destination

Components of Communication Cont./ Reactions from receivers that may affect future communication. Feedback Distractions from the communication. Noise

Directions of Formal Communication Downward Communication Flow of information from managers to their employees (people who report to them) Upward Communication Flow of information from lower-level employees to upper-level employees or managers Lateral (or Horizontal) Communication Flow of information among peers within an organization

The Informal Communication Network Informal Communication transmits information through unofficial channels within the organization.

The Grapevine Informal Communication Network is also called Grapevine The Grapevine will takeover if there is no formal communication. Grapevine allows people to share information in person, while eating or having coffee.

Verbal Communication Barriers Inadequate Knowledge or Vocabulary Differences in Interpretation Language Differences Inappropriate Use of Expressions Overabstraction and Ambiguity Polarization

Differences in Interpretation Refers to the lateral dictionary meaning of a word. Denotation Refers to the subjective, emotional, meaning that is attached to a word. Connotation

Components of Communication Inappropriate Use of Expressions Is an expression often short-lived and identified with a specific group of people. Business slang include terms such as "bottom-line” Slang Is the technical terminology used within specialized groups. Jargon Are expressions used instead of words that may be offensive or inappropriate. Sensitive communicators use examples such as “passed” away which sound more pleasant than “died” Euphemisms

Common Computer Jargon Do You Know These Terms? Common Computer Jargon Search Engine Optimization: improving the visibility of websites in search engines SEO Joint Photographic Experts Group: a compression technique for color images JPEG Sending tweets that others wrote on Twitter Retweet Voice over Internet Protocol: used for making Internet phone calls VoIP A quick fix for a programming defect Patch

Components of Communication Over-abstraction and Ambiguity Components of Communication Identifies an idea or a feeling instead of a concrete object. For example “Communication” Abstract word A word that identifies something that can be seen or touched. For example “Newspaper” Concrete word Are too broad for business communication. Examples include a few, some, several and far away. Ambiguous terms

Nonverbal Communication Barriers Inappropriate or Conflicting Signals Differences in Perception Inappropriate Emotions Distractions

Traditional Communication Channels Written Communication Examples Colorful brochures Financial statements Solicitation letters Complex reports Periodicals (magazines, journals, newspapers) Oral Communication Examples One-on-one meetings Team meetings Conferences

Technology-Based Communication Channels Email, Phone, Voice Mail Instant and Text Messaging Social Media

Instant Texting Messaging useful in business tasks 1. Confirming deliveries 2. Sending products alerts 3. Providing fast client contact 4. Advertising your new products or service 5. Sending important information in a meeting 6. Providing instant reminders

Social Media Examples

Use of Social Media 1. Blogs 2. Micro-blogs 3. Multimedia 4. Wikis Companies use blogs to connect with employees and customers 2. Micro-blogs Used for short messages with timely information 3. Multimedia Incorporate several forms of media for example, corporate videos is used to promote products and services 4. Wikis Online spaces where people collaborate 5. Social networking For communities of people who share common interests or activities

Communication Media Choices Teleconferencing Phone Call Voice Message Brochure Newsletter Flier Face-to-Face Meeting Blog Microblog IM Videoconferencing RICH LEAN Online Meeting Video Vlog Report Email Text Message In-Person Oral Presentation

Choosing Communication Media Relationship Considerations New or existing relationship? Good news or bad? Feedback needed? Audience level and preference? Likely audience reaction? Confidential message? Documentation needed?

Choosing Communication Media Logistical Considerations Length and complexity of the message? Number and location of recipients? Urgency of the message? Probability of audience understanding? Access to technology? Relationship Considerations New or existing relationship? Good news or bad? Feedback needed? Audience level and preference? Likely audience reaction? Confidential message? Documentation needed?

How to Avoid Legal Consequences Follow your company’s guidelines and policies regarding email and other communication.

Defined by an organization Types of Ethics Professional Ethics Defined by an organization Social Ethics Defined by society Individual Ethics Defined by a person

Ethical Decision Making Questions to consider 1. Is the action legal? 2. Does the action comply with your company’s policies and guidelines? 3. Who will be affected by your decision and how? 4. Does the action comply with company values? 5. How will you feel after the decision is known?