Establishing a Framework for Business Communication BCOM Chapter 01 Chapter 1 Lecture Slides Establishing a Framework for Business Communication © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Learning Objective 1 Define communication and describe the main purpose for communication in business. 1 © 2009 Cengage Learning. All rights reserved.

Communication Defined BCOM Chapter 01 Communication Defined The process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior. 1 © 2009 Cengage Learning. All rights reserved.

Purposes of Business Communication BCOM Chapter 01 Purposes of Business Communication To Inform To Persuade To Convey Goodwill To Establish Credibility 1 © 2009 Cengage Learning. All rights reserved.

Levels of Communication Definition Goal Intrapersonal Communication Communication within oneself Accurate self-perception other’s perceptions Interpersonal Communication between two people Accomplish tasks Increase self worth through interaction Group Communication between more than two people Achieve greater output through collaboration Organizational Communication Large groups working together to accomplish complex, ambitious tasks Provide adequate structure, flow, channels and media to accomplish tasks Public An organization reaching out to its public to achieve external communication goals Reaching many with the same message 3 © 2009 Cengage Learning. All rights reserved.

Key Ingredients to Career Success BCOM Chapter 01 Key Ingredients to Career Success Integrity Interpersonal skills Communication Based on a survey of 500 CEOS: Smith, K. V., and Savoian, R. (1991, December 21). Climbing to the top: Rising through the corporate ladder. Review of Business, St. John’s University. 1 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Learning Objective 2 Explain the communication process model and the ultimate objective of the communication process. 2 © 2009 Cengage Learning. All rights reserved.

Communication Process Model BCOM Chapter 01 Communication Process Model Figure 1.1, page 4 2 © 2009 Cengage Learning. All rights reserved.

Communication Process: The Exchange BCOM Chapter 01 Communication Process: The Exchange Decoding The Message The process of interpreting the message Encoding The Message The process of selecting and organizing the message 2 © 2009 Cengage Learning. All rights reserved.

Communication Channels BCOM Chapter 01 Communication Channels 2 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. In your experience, what kind of interference causes the most difficulties? Background noise Movement in your field of vision Your thinking ahead for a response Room temperature ???? © 2009 Cengage Learning. All rights reserved.

In group communication, which is the most important to you? BCOM Chapter 01 In group communication, which is the most important to you? Keeping everyone happy Keeping everyone on task Accomplishing the task by the deadline Feeling part of the group 2 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Learning Objective 3 Discuss how information flows in an organization. 3 © 2009 Cengage Learning. All rights reserved.

Communication Flow in Organizations BCOM Chapter 01 Communication Flow in Organizations Formal Network Flow Follows a company’s formal organization chart created by management. Controls individual and group behavior. Achieves the organization’s goals. Dictated by the cultural, technical, political, and economic environment of the organization. 3 © 2009 Cengage Learning. All rights reserved.

Formal Network Flow in an Organization BCOM Chapter 01 Formal Network Flow in an Organization Downward Communication Supervisor to employee Upward Communication Feedback to downward communication Horizontal Communication Interaction between organizational units on the same hierarchical level 3 © 2009 Cengage Learning. All rights reserved.

Flow of Information Within an Organization BCOM Chapter 01 Flow of Information Within an Organization Figure 1.2, page 8 3 © 2009 Cengage Learning. All rights reserved.

Communication Flow in Organizations BCOM Chapter 01 Communication Flow in Organizations Informal Network Flow Develops as people interact within the formal communication system and certain behavior patterns emerge—patterns that accommodate social and psychological needs. 3 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Learning Objective 4 Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment influence the process of business communication. 4 © 2009 Cengage Learning. All rights reserved.

External Factors Influencing Business Communication BCOM Chapter 01 External Factors Influencing Business Communication LEGAL & ETHICAL International Laws Domestic Laws Code of Ethics Stakeholder Interests Ethical Frameworks Personal Values DIVERSITY Cultural Differences Language Barriers Gender Issues Education Levels Age Factors Nonverbal Differences TEAM ENVIRONMENT Trust Team Roles Shared Goals and Expectations Synergy Group Reward Distributed Leadership TECHNOLOGY Accuracy and Security Issues Telecommunications Software Applications “High-touch” Issues Telecommuting Databases 4 © 2009 Cengage Learning. All rights reserved.

Four Dimensions of Business Behavior BCOM Chapter 01 Four Dimensions of Business Behavior Figure 1.4, page 13 4 © 2009 Cengage Learning. All rights reserved.

Examples of Illegal/Unethical Behavior BCOM Chapter 01 Examples of Illegal/Unethical Behavior Improved financial image by moving debt off the books Enron WorldCom Accounting scandals, including over-inflating revenue by millions Tokyo Electric Power Falsified reports to nuclear safety regulators 4 © 2009 Cengage Learning. All rights reserved.

Obsession with Personal Advancement Can Lead to Unethical Conduct BCOM Chapter 01 Obsession with Personal Advancement Can Lead to Unethical Conduct The body of Ambassador Larry Lawrence was removed from Arlington Cemetery after his exaggerated Merchant Marines service was uncovered. 4 © 2009 Cengage Learning. All rights reserved.

Communicate Ethically & Responsibly BCOM Chapter 01 Communicate Ethically & Responsibly State information as truthfully and fairly as possible Do not exaggerate facts Express ideas understandably Support viewpoint with facts State ideas with consideration that preserves receiver’s self-worth Design honest graphics 4 © 2009 Cengage Learning. All rights reserved.

Ways to Deal with Pressure to Compromise Your Ethics: BCOM Chapter 01 Ways to Deal with Pressure to Compromise Your Ethics: Consider your personal value system early. Become aware of a tendency to rationalize. Learn to analyze ethical dilemmas. © 2009 Cengage Learning. All rights reserved.

Framework for Analyzing Ethical Issues BCOM Chapter 01 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. 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Diversity Challenges International Intercultural Intergenerational Gender 4 © 2009 Cengage Learning. All rights reserved.

Barriers to Intercultural Communication BCOM Chapter 01 Barriers to Intercultural Communication Ethnocentrism Stereotypes Chronemics - Interpretation of time Proxemics - Personal space requirements Haptics – Touching Kinesics - Body language Translation limitations Common Sense Approach 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Viva la Difference Learn about the person’s culture Have patience with yourself and the other person Get help when you need it Participate in diversity initiatives that boost morale, creativity, and productivity 4 © 2009 Cengage Learning. All rights reserved.

Team Environment — Organization of the Future BCOM Chapter 01 Team Environment — Organization of the Future Small group with complementary skills, working together for a common purpose A Way to Remain Competitive in a Global Market 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Benefits of Work Teams Make workers happier by causing them to feel they are shaping their jobs Increase efficiency by eliminating layers of managers passing down orders and monitoring performance Enable a company to draw on the skills and imagination of the whole work force 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Important Team Skills Problem-solving, goal-setting and Conflict resolution Effective communication skills Ability to deal with barriers Ability to understand needs of coworkers Distributed leadership skills Commitment to evaluate the group process 4 © 2009 Cengage Learning. All rights reserved.

Communication Patterns for Successful Teams BCOM Chapter 01 Communication Patterns for Successful Teams Trust-building changes communication patterns Open meetings educate employees Shared leadership involves management and employees Information flows up to management, down to workers, and horizontally among teams 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Impact of Technology Collect and organize data better Craft clearer and more effective messages Overcome distance issues Raise legal and ethical issues 4 © 2009 Cengage Learning. All rights reserved.

Legal and Ethical Implications of Technology BCOM Chapter 01 Legal and Ethical Implications of Technology Information ownership Information access Threats to privacy 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. Intranets Password-protected resources available via the Internet allow companies to post information and resources for employees. © 2009 Cengage Learning. All rights reserved. 4

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Extranets Protected information and resources on company site are made available to customers, partners, or others with need to know. © 2009 Cengage Learning. All rights reserved. 4

© 2009 Cengage Learning. All rights reserved. Internet The vast “network of networks” links computers throughout the world. Information in the form of text, images, audio, and video is quickly available and easily searchable. 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 01 Tool Advancement Document Production Software Electronic Presentations Tools Web Publishing Tools Collaborative Software 4 © 2009 Cengage Learning. All rights reserved.