Chapter 1 Communicating in Your Life Business Communication Chapter 1 Communicating in Your Life

OBJECTIVES Identify the elements of business communication List purposes of business communication Identify types of business communication

The Communication Process Communication – is the process used to send and interpret messages so they are understood. Talking with teachers & students, sending e-mail messages, writing a report, and listening to a song are also forms of communication Communication allows people to fill social needs – to have contact with others. 1.1 The Communication Process and Its Forms

The Communication Process Message Sender Receiver Channel Feedback © Photodisc / Getty Images Senders and receivers are important elements in the communication process. 1.1 The Communication Process and Its Forms

The Communication Process- Message Message- is an idea expressed by a set of symbols, such as words or gestures Verbal symbols- words used in spoken or written message A message sent without words is nonverbal communication Nonverbal symbols- actions or conditions that express a meaning. Ex – gestures, posture, facial expressions, color and lighting….they add meaning to a message

The Communication Process- Sender and Receiver Sender- a person who creates and shares a message. Ex – When you post a comment on Facebook Ex - talk to your friends about what you are doing this weekend Receiver- a person who hears, sees, or reads symbols and interprets a message Ever misinterpret a text message?

The Communication Process- Channel Channel- the mode or form used to send a message To send messages, people speak and write To receive messages, people listen and read

The Communication Process-Feedback Feedback- the response of a receiver to a message. Feedback can be nonverbal (a smile or a thumbs up) or it can be verbal (“Sure, I’ll help you with your homework!”) Any response – even no response – is feedback

Quick! Partner activity Pair up With your partner, create a scenario where you two are using the five elements of the communication process Don’t forget about non-verbal communication, and written message! Act out what you came up with! *Be able to tell us how the elements of the communication process line up with your scenario

Purposes of Communication Business communication- is sending and interpreting messages related to products, services or activities of a company or an organization. Purposes of Communication: Obtain or share information Build goodwill and image Persuade Build relationships and self-esteem People communicate in meetings to share information.

Obtain or Share Information Information is one of the most valuable resources people and companies have

Build Goodwill and Image Goodwill – a positive feeling or attitude toward others. When others feel good toward you or a company, they are more likely to share information, grant requests you make, or offer support in other ways

Persuade To persuade means to convince others to adopt an opinion or take a certain action When was the last time you tried to persuade someone to do something?

Build Relationships and Self-Esteem People have various types of relationships with others Communicating effectively helps build those positive relationships

Types of Business Communication Formal and informal communication Formal – Email to a boss Informal – Chatting with employees around the water jug. Sometimes called the “grapevine” Communication direction Downward Lateral or horizontal Upward Communication among peers is called lateral communication. 1.1 The Communication Process and Its Forms

Types of Business Communication Written and oral communication Written communication is often the best channel for a message for these reasons: Written messages provide a record of information exchanged. Ex – a price quoted in a written bid The message can be revised until logical and clear A written message allows the receiver to read the message and refer to it as many times as necessary. 1.1 The Communication Process and Its Forms

Types of Business Communication Written and oral communication Oral communication – Of all types of communication, oral communication is the fastest. Provides immediate feedback to the sender. 1.1 The Communication Process and Its Forms

Protecting Confidential Information Confidential information is data that should be kept private or secret Examples: Patient health records Employee salaries Plans for a new product Employees should not share confidential data with people who are not authorized to have it 1.1 The Communication Process and Its Forms

1.2 Overcoming Communication Barriers p. 11 Communication barriers – things or conditions that interfere with communication External communication barriers – conditions outside the receiver and the sender that hinder communication Poor lighting, heat or cold, and noise Document appearance Closed communication climate

1.2 Overcoming Communication Barriers p. 11 Internal communication barriers – Conditions within a receiver and sender that hinder communication Educational background, experiences, and biases Lack of interest or motivation 1.2 Overcoming Communication Barriers

Overcoming Barriers The sender’s duties Audience analysis Message environment Symbol and channel selection Seeking feedback The message environment affects how listeners receive a message. 1.2 Overcoming Communication Barriers

Audience Profile Questions Audience Analysis Audience analysis- the process used to create a profile of the intended receivers of a message All receivers are different, unique individuals However, receivers can share common traits or experience Have you ever wanted to give someone news but they were in a bad mood so you waited? Audience Profile Questions

Message Environment Message environment – refers to the physical and social setting in which a message is sent or received. Being aware of the environment can help you overcome barriers

Overcoming Barriers The receiver’s duties Reading – the process of seeing and interpreting written words and other symbols. Listening – the process of hearing focusing attention to understand an oral message. Readers should select a quiet location that is free from distractions. 1.2 Overcoming Communication Barriers

Checking Understanding Reading skills are important for success At school On the job In personal activities Paraphrasing is a good way to check your understanding of a message 1.2 Overcoming Communication Barriers

1.3 Reading in the workplace Objectives: Explain why reading is important for the workplace Describe ways reading is used in the workplace Practice strategies to improve reading skills

Importance of Reading Reading and the job search Lets check it out – www.usajobs.gov USAJOBS is the official job site of the U.S. government.

Importance of Reading Reading on the job Staying informed Following procedures Handling transactions Providing customer service Making decisions and solving problems © Digital Vision / Getty Images Workers must read orders and packing slips. 1.3 Reading in the Workplace

Improving Reading Skills Types of reading Skimming – looking over material quickly to locate specific data Scanning- is an attempt to get a basic understanding of the objectives and the important points of the material you are going to read. Careful reading – is used when trying to understand and remember the material that is read. Improving speed and comprehension 1.3 Reading in the Workplace

Free Reading Tests Free reading tests are available online Search for speed reading test Questions What is your reading speed as shown by the free online test? How does your score compare with the speeds discussed in the text? school.cengage.com/bcomm/buscomm 1.3 Reading in the Workplace

Vocabulary audience analysis business communication channel communication barriers confidential information external communication barriers feedback goodwill grapevine internal communication barriers listening message message environment nonverbal symbols reading receiver scanning sender verbal symbols

Audience Profile Questions What is the age and gender of the receiver? Does the receiver have experience or education related to the topic? What are the concerns and needs of the receiver? What are the beliefs and viewpoints of the receiver? Will the message make the receiver happy? sad? pleased? upset? BACK 1.2 Overcoming Communication Barriers