1. The Communication Process: An Introduction Chapter 1 Communicating for Results, 10th edition

2. Communication skills are important to success in business and professional settings –Despite evidence communication skills are necessary for success in the workplace, individuals continue to have problems in this area –Fortunately, communication is a skill that can be learned The Communication Process Communicating for Results, 10th edition

3. Latin root of communicate is communicare –To impart, share, make common Communication is the process of people sharing thoughts, ideas, and feelings with each other in commonly understandable ways Communication Defined Communicating for Results, 10th edition

4. Key to success is being able to identify cause for misunderstandings and figure out how to keep them from occurring again –This is where communication models prove helpful –Allow us to pinpoint where in communication process misunderstandings occur so that we can correct them Models have evolved from early one-way models to more accurate transactional models Models of Communication Communicating for Results, 10th edition

5. Communication viewed as linear process going from Person A to Person B –Shows communication occurs in presence of internal and external noise and message is carried by code traveling through a channel No response or feedback One-Way Model Communicating for Results, 10th edition

6. The Process of Communication A Linear View –Communication is “done to” a receiver Figure 1.1

7. Communication is viewed as circular or interactive process –Sender communicates message to receiver who interprets it and sends reply back to sender –Includes feedback –Implies communication occurs in step-by-step process Rarely happens –Addition of frame of reference Circular Model Communicating for Results, 10th edition

8. Communication viewed as simultaneous, transactional process between senders and receivers –Simultaneous Persons involved may be sending and receiving at same time –Transactional Both persons responsible for creating meaning and both influence and are influenced by the other Addition of environment and stimulus/motivation Transaction Model Communicating for Results, 10th edition

9. The Process of Communication A Transactional View –Communication as a uniquely human process Figure 1.2

10. Communication breakdowns occur because we use our own background and experience to encode and decode –An invisible window Unless backgrounds and experiences of both sender and receiver are identical, messages may not be accurately encoded or decoded –Only when our frames of reference overlap can we expect real understanding Frame of Reference Communicating for Results, 10th edition

11. Managers and employees have different frames of reference –Frame of reference differences play role in international business confusion Individualistic/collectivistic cultures Low context/high context cultures No Identical Frame of Reference Communicating for Results, 10th edition

12. Communicator needs to remember that message that counts is the one received –As sender you need to be concerned with what your receiver thought you said Burden of communication lies with sender –It is a good idea to check reception of your message by asking receivers to paraphrase what they think you meant No Identical Frame of Reference Communicating for Results, 10th edition

13. Communication Code Language (verbal) – spoken or written words Paralanguage (vocal) – tone, pitch, volume Nonverbal (visual) eye contact, facial expressions, posture 13 Vocal and Visual Code 69% Verbal Code 31% Copyright Cengage © 2011

14. Four Ethical Rules The utilitarian rule – greatest good for the greatest number of people The moral rights (Kant) rule – protecting fundamental inalienable rights The justice rule – equal treatment The practical rule – the typical person will find them acceptable 14Copyright Cengage © 2011

15. As an employee, watch for following ethics traps: –Trap of necessity –Trap of relative filth –Trap of rationalization –Trap of self-deception –Trap of end justifying the means Communication and Ethics Communicating for Results, 10th edition

16. Practical reasons for being ethical: –If people lose faith in you, or in your company, failure is inevitable –Not only do people enjoy dealing with honest people, they also prefer working for ethical companies –Unethical behavior weighs heavily on your conscious Communication and Ethics Communicating for Results, 10th edition

17. TI Ethics Quiz 17Copyright Cengage © 2011  Is the action legal?  Does it comply with our values?  If you do it, will you feel bad?  How will it look in the newspaper?  If you know it’s wrong don’t do it.  If you’re not sure, ask.  Keep asking until you get an answer.