Chapter 1 Communicating in Your Life Business Communication Chapter 1 Communicating in Your Life Read page 3 Copyright 2010 South-Western Cengage Learning

The Communication Process Message Sender Receiver Channel Feedback Read pages 4-5 © Photodisc / Getty Images Senders and receivers are important elements in the communication process. 1.1 The Communication Process and Its Forms

Purposes of Communication Obtain or share information Build goodwill and image Persuade Build relationships and self-esteem Read pages 6-7 © Digital Vision / Getty Images People communicate in meetings to share information. 1.1 The Communication Process and Its Forms

Types of Business Communication Formal and informal communication Communication direction Written and oral communication Read pages 7-9 © Photodisc / Getty Images Communication among peers is called lateral communication. 1.1 The Communication Process and Its Forms

Protecting Confidential Information Confidential information is data that should be kept private or secret Examples: Patient health records Employee salaries Plans for a new product Employees should not share confidential data with people who are not authorized to have it Read page 9 1.1 The Communication Process and Its Forms

Section 1.1 Applications Tom Wilson spoke to his coworker, Alice Wong, by telephone this morning. Tom:“Good morning, Alice. I am calling to let you know that the meeting scheduled for 9 a.m. today has been rescheduled. It will be held at 2 p.m. tomorrow at the same location.” Alice:“Thanks, Tom. I will make a note of the time change.” Pg. 10

Communication Barriers External barriers Poor lighting, heat or cold, and noise Document appearance Closed communication climate Internal barriers Educational background, experiences, and biases Lack of interest or motivation Read pg. 11-12 1.2 Overcoming Communication Barriers

Audience Profile Questions Overcoming Barriers The sender’s duties Audience analysis Message environment Symbol and channel selection Seeking feedback Read pg. 12-15 Audience Profile Questions © Digital Vision / Getty Images The message environment affects how listeners receive a message. 1.2 Overcoming Communication Barriers

Audience Profile Questions What is the age and gender of the receiver? Does the receiver have experience or education related to the topic? What are the concerns and needs of the receiver? What are the beliefs and viewpoints of the receiver? Will the message make the receiver happy? sad? pleased? upset? BACK 1.2 Overcoming Communication Barriers

Overcoming Barriers The receiver’s duties Reading Listening Read pg. 15-17 © Blend Images / Getty Images Readers should select a quiet location that is free from distractions. 1.2 Overcoming Communication Barriers

Checking Understanding Reading skills are important for success At school On the job In personal activities Paraphrasing is a good way to check your understanding of a message Read pg. 17 1.2 Overcoming Communication Barriers

Section 1.2 Applications Overcoming Communication Barriers Audience Analysis External Communication Barriers Pg. 18

Importance of Reading Reading and the job search USAJOBS is the official job site of the U.S. government. Read pg. 19-20 1.3 Reading in the Workplace

Importance of Reading Reading on the job Staying informed Following procedures Handling transactions Providing customer service Making decisions and solving problems Read pg. 20-23 © Digital Vision / Getty Images Workers must read orders and packing slips. 1.3 Reading in the Workplace

Improving Reading Skills Types of reading Skimming Scanning Careful reading Improving speed and comprehension Read pg. 23-24 1.3 Reading in the Workplace

Section 1.3 Applications Purposes for Reading on the Job Practicing Reading Skills Pg. 25

Free Reading Tests Free reading tests are available online Search for speed reading test Questions What is your reading speed as shown by the free online test? How does your score compare with the speeds discussed in the text? school.cengage.com/bcomm/buscomm 1.3 Reading in the Workplace

Chapter Summary The Communication Process Overcoming Communication Barriers Reading in the Workplace Page 26

Vocabulary audience analysis business communication channel communication barriers confidential information external communication barriers feedback goodwill grapevine internal communication barriers listening message message environment nonverbal symbols reading receiver scanning sender verbal symbols Page 27

Chapter Applications The Communication Process The Purposes of Communication Communication Direction Verbal and Nonverbal Messages Pg. 28

Chapter Applications Internal Barriers Reading for Safety Reading about Communication Barriers Editing Activities Page 29

Case Studies Contacting a Customer Handling Sensitive Information Page 30

Career Case Study Communication for Health Science Careers Page 31