Establishing a Framework for Business Communication Chapter 1 Establishing a Framework for Business Communication

Learning Objectives 1. Define communication and describe the value for communication in business. 2. Explain the communication process model and the ultimate objective of the communication process. 3. Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels). 4. Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as a strategic force that influence the process of business communication.

Learning Objective 1 Define communication and describe the value for communication in business.

Purposes of Group Communication Achievement or task purpose To serve on a decision-making or problem-solving group To get the job done Maintenance or social purpose To assist in the betterment of individual members from a behavioral point of view To develop group morale 4

Learning Objective 2 Explain the communication process model and the ultimate objective of the communication process.

Communication Process Model

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

Communication Channels

Selecting An Appropriate Communication Channel Request information needed to provide services to client Tell customer order cannot be delivered on date specified in contract Inform sales staff of special sales incentive One-way (email, letter, or facsimile) Two-way, not face-to-face (telephone); face-to-face is ideal Two-way or one way, not face-to-face

Learning Objective 3 Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels).

Flow of Information Within an Organization

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 12

Dispelling Myths about the Grapevine Grapevine is ___ _____ or ____ accurate than other communication channels Message distribution is __________ rather than linear in nature no more less networked

Levels of Communication Continued

Levels of Communication (cont.) EXAMPLES (cont.)

Learning Objective 4 Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as a strategic force that influence the process of business communication.

Strategic 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 Confusion 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

Framework for Analyzing Ethical Issues Is the alternative legal and does it comply with relevant contractual agreements and company policy? Is the alternative consistent with the company’s and/or the profession’s code of ethics? Identify the existence of an ethical issue Identify an alternative. YES NO NO YES Select another alternative. Is the alternative ethical? NO Resource groups Employees Owners Customers Suppliers Creditors Government Society YES Implement alternative. Revise code of ethics if necessary. Communicate ethical decision and related action. Chapter 1 BCOM 3e by Lehman and DuFrene Copyright 2012 by Cengage Learning 21

Diversity Challenges

Changing U.S. Workforce Age Demographics

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

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 Raises legal and ethical issues

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

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 communication Open Shared up horizontally