Establishing a Framework for Business Communication

Define communication and describe the value for communication in business. Explain the communication process model and the ultimate objective of the communication process. Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels). Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as contextual forces that influence the process of business communication.

What is communication? The process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior. 3

Types of Workplace Communication Listening/contributing to decision making Attending meetings Writing messages Presenting and clarifying information Coordinating work and work processes Evaluating and counseling others Promoting organization products, services, and image

Communication Channels

Communication Process Model

Communication Process Barriers education Differences in _________ level, experience, and culture Physical issues, such as _____ or room temperature Mental distractions, such as developing a response instead of __________ noise listening

Flow of Information

Directions for Communication Flow Downward communication: communication that flows from supervisor to employee, from policy makers to operating personnel, or from top to bottom on the organizational chart Upward communication: a type of communication that is generally a response to requests from supervisors Horizontal (or lateral) communication: interactions between organizational units on the same hierarchical level

Communication Systems Reflects rules and procedures Created by management to control individual and group behavior Emerges as people interact within a formal system to create a satisfying environment Formal system Informal system 10

Levels of Communication

Contextual Forces Influencing Business Communication

Causes of Illegal and Unethical Behavior profits Excessive emphasis on ______ _________ corporate loyalty Obsession with _______ advancement Expectation of not getting ______ Unethical ____ set by top management ___________ about whether an action is wrong Unwillingness to take a _____ Misplaced personal caught tone Uncertainty stand

Examples of Illegal/ Unethical Behavior Bernie Madoff Cheated millions in Ponzi scheme AIG Lucrative executive bonuses Enron, Worldcom, & HealthSouth Financial scandals Toyko Electric Power False reports to nuclear regulators Former Illinois Governor Rod Blagojevich Other?

Four Dimensions of Business Behavior

Barriers to Intercultural Communication Ethnocentrism Stereotypes Interpretation of ____ ________ space requirements Body language Translation _________ time Personal limitations

Diversity Challenges Intercultural Intergenerational Gender Educational

Key Terms Ethnocentrism: the assumption that one’s own cultural norms are the right way to do things Stereotypes: mental pictures that one group forms of the main characteristics of another groups, creating preformed ideas of what people in this group are like Chronemics: the study of how a culture perceives time and its use Proxemics: the study of cultural space requirements

Legal and Ethical Implications of Technology Information Ownership Information Access Threats to Privacy

Impacts of Technology Aids in collecting and organizing data Helps craft clearer and more effective messages Overcomes distance and time issues Complicates interpersonal relationship development

Team Environment Leads to Synergy Makes workers happier by causing them to feel they are shaping their jobs Increases efficiency by eliminating management layers Enables a company to draw on talents of entire workforce 1 + 1 = 3

Important Team Skills Problem-solving and goal-setting Conflict resolution Distributed leadership Commitment to evaluate the group process Ability to understand needs of coworkers Effective communication Ability to deal with barriers

Communication Patterns for Successful Teams Trust-building changes _____________ patterns _____ meetings educate employees ______ leadership involves management and employees Information flows ___ to management, down to workers, and ___________ among teams Open Shared up horizontally