Copyright © 2012 Cengage Learning 8e BUSINESS COMMUNICATION In Person, In Print, Online Chapter 1 Understanding Business Communication.

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Presentation transcript:

Copyright © 2012 Cengage Learning 8e BUSINESS COMMUNICATION In Person, In Print, Online Chapter 1 Understanding Business Communication

Copyright © 2012 Cengage Learning Understanding Business Communication Components of Communication Communication Barriers Communication Media Choices Legal and Ethical Communication

Copyright © 2012 Cengage Learning Understanding Business Communication Components of Communication Communication Barriers Communication Media Choices Legal and Ethical Communication

Video Example Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Starbucks Closes Stores Who are the internal and external audiences for Starbucks’ message? What were the company’s biggest challenges in rolling out this message? Click image to play the video

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Starbucks Closes Stores

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium An event that creates a need to communicate

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium Perception based on one’s knowledge, experience, and viewpoints

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium The information (either verbal or nonverbal) that is communicated

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium The form of a message— for example, an or phone call

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium The point when control passes from the sender to the receiver

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium Reactions from receivers that may affect future communication

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Components of Communication Message FilterMedium Noise Feedback Message Stimulus Destination FilterMedium Distractions from the communication

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Directions of Formal Communication 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

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics The Informal Communication Network

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics The Grapevine 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? “I’ve discovered that the less I say, the more rumors I start.” - Bobby Clarke, Philadelphia Flyers hockey player “I’ve discovered that the less I say, the more rumors I start.” - Bobby Clarke, Philadelphia Flyers hockey player

Copyright © 2012 Cengage Learning Understanding Business Communication Components of Communication Communication Barriers Communication Media Choices Legal and Ethical Communication

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Verbal Communication Barriers Inadequate Knowledge or Vocabulary Differences in Interpretation Language Differences Inappropriate Use of Expressions Overabstraction and Ambiguity Polarization

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics More Mistranslated Signs

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Do You Know These Terms? 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 Definition Term

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Nonverbal Communication Barriers Inappropriate or Conflicting Signals Differences in Perception Inappropriate Emotions Distractions

Video Example Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Aggresshop Retail Store What verbal and nonverbal communication barriers do you identify in this scene? Do you find the sales associate too aggressive or simply a good salesperson? Click image to play the video

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Aggresshop Retail Store

Copyright © 2012 Cengage Learning Understanding Business Communication Components of Communication Communication Barriers Communication Media Choices Legal and Ethical Communication

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Traditional Communication Channels 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

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Technology-Based Communication Channels , Phone, Voice Mail Instant and Text Messaging Social Media

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Social Media Examples

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Communication Media Choices RICHLEAN Face-to-Face Meeting Videoconferencing Teleconferencing Phone Call Voice Message Blog Microblog Brochure Newsletter Flier IM In-Person Oral Presentation Online MeetingVideo Vlog Report Text Message

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Choosing Communication Media 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?

Copyright © 2012 Cengage Learning Understanding Business Communication Components of Communication Communication Barriers Communication Media Choices Legal and Ethical Communication

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Avoid Legal Consequences Avoid writing or saying anything that you would not like to become public. Read and sign your company’s social media policy carefully. If you delete an , isn’t it gone forever?

Video Example Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Other Challenges: Fraud Through Facebook How are people vulnerable by their Facebook use? How can people protect themselves? Do you consider the market research firm’s work “snooping”? Why or why not? Click image to play the video

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Other Challenges: Fraud Through Facebook

Video Example Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics The Triple Bottom Line How do companies benefit from using a triple bottom line? In what ways does a triple bottom line support business ethics? Click image to play the video

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics The Triple Bottom Line

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Types of Ethics Professional Ethics Defined by an organization Social Ethics Defined by society Individual Ethics Defined by a person

[Click to edit Master title style] Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Lawyers’ Exchange Did the lawyers behave professionally and ethically? Who should have ended the conversation? When? View the exchange online. View the exchange online.

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics 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?

Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics View the full story on the blog. 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." Link to Gap’s Social Responsibility websiteLink to Gap’s Social Responsibility website.

Copyright © 2012 Cengage Learning Additional Video Suggestions

Video Example Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics Stanford Multitasking Study How good are you at multitasking? Do the results of this study cause you to re- evaluate your abilities?

Video Example Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics 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?

Video Example Copyright © 2012 Cengage Learning Components | Barriers | Mediums | Ethics 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?