Lecture and Resource Slides BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1 Establishing a Framework for Business Communication Chapter 1

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.

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 3 Communication Process Model

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 4 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 5 Communication Channels

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 6 Flow of Information Within an Organization

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 7 Communication Systems Formal system Informal system

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 8 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 9 Levels of Communication Continued

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 10 Levels of Communication (cont.) EXAMPLES (cont.)

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 11 Strategic Forces Influencing Business Communication

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 12 Four Dimensions of Business Behavior

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 13 Diversity Challenges

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 14 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 15 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