Chapter 1 Foundations of Business Communication There are videos embedded in the PowerPoint slides that are available at www.login.cengage.com.

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

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 Destination Filter Filter Medium Medium Feedback Noise Noise

Components of Communication Feedback An event that creates a need to communicate Message Message Stimulus Destination Filter Filter Medium Medium Feedback Noise Noise

Components of Communication Feedback Perception based on one’s knowledge, experience, and viewpoints Message Message Stimulus Destination Filter Filter Medium Medium Feedback Noise Noise

Components of Communication Feedback The information (either verbal or nonverbal) that is communicated Message Message Stimulus Destination Filter Filter Medium Medium Feedback Noise Noise

Components of Communication Feedback The form of a message—for example, an email or phone call Message Message Stimulus Destination Filter Filter Medium Medium Feedback Noise Noise

Components of Communication Feedback The point when control passes from the sender to the receiver Message Message Stimulus Destination Filter Filter Medium Medium Feedback Noise Noise

Components of Communication Feedback Message Message Stimulus Destination Filter Filter Medium Medium Reactions from receivers that may affect future communication Feedback Noise Noise

Components of Communication Feedback Message Message Stimulus Destination Filter Filter Medium Medium Distractions from the communication Feedback Noise Noise

Directions of Formal Communication p.7-9 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 p.9

The Grapevine Why do you think this may be true? “I’ve discovered that the less I say, the more rumors I start.” - Bobby Clarke, Philadelphia Flyers hockey player Why do you think this may be true? As a manager, you can never stop the grapevine, but how can you manage it and learn from it?

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

Verbal Communication Barriers p.10 +11 Inadequate Knowledge or Vocabulary Differences in Interpretation Language Differences Inappropriate Use of Expressions Overabstraction and Ambiguity Polarization

More Mistranslated Signs You’ll find many more mistranslated signs here: http://www.engrish.com and http://www.nytimes.com/slideshow/2010/05/03/world/asia/20100503_CHINGLISH.html.

Do You Know These Terms? Term Definition 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

Nonverbal Communication Barriers p.12 Inappropriate or Conflicting Signals Differences in Perception Inappropriate Emotions Distractions

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

Traditional Communication Channels p.14 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

Social Media Examples p.15

Communication Media Choices p.18 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 p.19 Relationship Considerations New or existing relationship? Good news or bad? Feedback needed? Audience level and preference? Likely audience reaction? Confidential message? Documentation needed? Logistical Considerations Length and complexity of the message? Number and location of recipients? Urgency of the message? Probability of audience understanding? Access to technology? How do these factors affect the medium you choose for your message?

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

Avoid Legal Consequences If you delete an email, isn’t it gone forever? Avoid writing or saying anything that you would not like to become public. Read and sign your company’s social media policy carefully.

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

Lawyers’ Email Exchange Did the lawyers behave professionally and ethically? Who should have ended the conversation? When? View the email exchange online. You’ll find the entire email exchange as a PPT presentation on the blog www.bizcominthenews.com under Company Samples for Chapter 1.

Ethical Decision Making 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?

View the full story on the blog. Gap in Ethics? Made in U.S.A. = Made in China Gap, consistently rated one of Ethisphere’s Most Ethical Companies, is under fire. The company's "Feed USA" campaign promised to donate $5 to school lunches for each bag sold. Although the poster advertising the campaign is stamped "Made in the U.S.A.," the bags themselves have a label that reads "Made in China." Click to go to the story on the blog www.bizcominthenews.com, or search for “gap in ethics.” You may select more recent stories on the blog for Chapter 1. Link to Gap’s Social Responsibility website.

Additional Video Suggestions

Stanford Multitasking Study How good are you at multitasking? Do the results of this study cause you to re-evaluate your abilities? Stanford University multitasking study. The clip is on www.bizcominthenews.com under videos for Chapter 1 and can be found here: http://www.youtube.com/watch?v=2zuDXzVYZ68 Good discussion starter for students’ perceptions of multitasking, which the study says impairs cognitive control.

Flair in Office Space What verbal and nonverbal communication barriers can you identify in this scene? How could the manager communicate for better results? How could the employee communicate differently? Scene from the movie Office Space. Here’s the movie overview from IMDB: http://www.imdb.com/title/tt0151804/ The clip is on www.bizcominthenews.com under videos for Chapter 1 and can be found at the beginning of Scene 13 (37:40 – 38:57) on the movie DVD. In this scene, Joanna’s (Jennifer Aniston’s) boss, Stan (Mike Judge), encourages her to wear more “flair” on her uniform. Both characters could communicate better, and students can identify several communication barriers.

Communication Media in Up in the Air What are the advantages and disadvantages of Natalie’s idea? If a company must lay people off, what do you think is the best approach? Scene from the movie Up in the Air. Here’s the movie overview from IMDB: http://www.imdb.com/title/tt1193138/ The clip is on www.bizcominthenews.com under videos for Chapter 1 and can be found on the movie DVD at 20:07 – 25:48. In this scene, the manager (Jason Bateman) introduces the new hire, Natalie (Anna Kendrick), who demonstrates firing an employee over videoconferencing. Ryan (George Clooney) complains about the idea and challenges Natalie to fire him. This can be used to discuss communication media choices. Clearly, videoconferencing isn’t the best way to tell people they are losing their job.