Chapter 1 Understanding Workplace Communication © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

What is Communication? The act of transferring information/message/news Between multiple parties Sender utilizes an appropriate channel to deliver Receiver receives the message and decodes it A feedback/reply from the receiver ensures that the message has been delivered and understood Correct any misunderstanding/confusion if required

Importance of Communication Perspective employers- look for efficient and effective communicators when employing Deloitte: rates it as the most ‘desirable trait’ in a job candidate However, not a trait that can be easily assessed The higher you go up the hierarchy the better you need to communicate

Communication Challenges The need for expanded media literacy Increased global nature of the business Increased workplace diversity Increased focus on ethics and social responsibility (negative publicity travels fast)

Factors Impacting Communication Nature of the business Size and complexity Geographic dispersion Organizational culture

Types of Business Communication Internal-Operational: The communication required to get work done within a business External-Operational: Work related communication with people outside the business Personal: Non-business/business related exchange of information and feelings among people

External Audiences Busines Partners Company Customers Regulators Public Groups Industry Partners Busines Partners

Communication Networks in an Organization Formal- Well-established, stable, main lines of operational communication in the organization. Memos, emails, reports, orders, instructions, newsletter, bulletin boards, intranet Informal- Consisting mainly of personal communications which may or may not support the formal communication Grapevine: information converges a long way by passing from one person to another leaving no indication from which point it started

What is the Context? Organizational- What organization you belong to and to what type of a organization are you communicating to Professional- Which level of the hierarchy are you addressing your message to Personal- Family, upbringing, culture, heritage, experience, schooling etc.

A Model of Business Communication

Process of Communication Sensing a communication need Defining the situation Consider possible options of communication Selecting one of them Composing the message

Process of Communication 6. Sending the message 7. Receiving the message 8. Interpreting the message 9. Deciding on a response 10. Replying to the message