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3. BUSINESS COMMUNICATION FOR SUCCESS By Scott McLean

4. CHAPTER 1 EFFECTIVE BUSINESS COMMUNICATION

5. LEARNING OBJECTIVES Recognize the importance of communication in gaining a better understanding of yourself and others Explain how communication skills help you to solve problems, learn new things, and build your career Define communication and describe communication as a process Identify and describe the eight essential components of communication Identify and describe two models of communication Identify and describe five types of communication contexts Discuss and provide several examples of each of the two main responsibilities of a business communicator

6. WHY IS IT IMPORTANT TO COMMUNICATE WELL? Business communication is a problem solving activity that helps identify: –The situation –Possible communication strategies –The best course of action –The best way to design the message –The best way to deliver the message

7. COMMUNICATING INFLUENCES THOUGHT While communicating, you communicate your self-concept Communication skills help you to understand others—their values and priorities

8. COMMUNICATION INFLUENCES HOW YOU LEARN Improving speaking and writing requires: –Effort –Persistence –Self correction

9. COMMUNICATION SKILLS ARE DESIRED BY BUSINESSES Oral and written communication proficiencies are sought by employers Ability to communicate clearly aids career growth

10. DEFINING COMMUNICATION Communication Process: –Understanding –Meaning –Sharing PROCESS OF UNDERSTANDING AND SHARING MEANING

11. EIGHT ESSENTIAL COMPONENTS OF COMMUNICATION COMPONENTMEANING SourceImagines, creates, and sends the message MessageStimulus or meaning produced by the source for the receiver ChannelWay in which a message travels ReceiverReceives the message, analyzes and interprets it in ways both intended and unintended by the source FeedbackMessages the receiver sends back to the source EnvironmentAtmosphere where you send and receive messages ContextSetting, scene, and expectations of the individuals involved InterferenceAnything that blocks/changes the source’s intended meaning

12. TRANSACTIONAL MODEL OF COMMUNICATION

13. CONSTRUCTIVIST MODEL OF COMMUNICATION

14. FIVE TYPES OF COMMUNICATION CONTEXTS CONTEXTMEANING IntrapersonalInvolves one person; often called “self-talk” InterpersonalInvolves two people; ranges from intimate and very personal to formal and impersonal GroupDynamic process where a small number of people engage in a conversation PublicOne person speaks/writes a message to a group of people MassSending a single message to a group

15. COMMUNICATOR IS PREPARED The prepared communicator is organized –Narrows focus to key points and considers how to present them –Considers how to link key points together for an audience The prepared communicator is clear –Has clarity on the matter to be communicated –Avoids jargon –Possesses good written and oral presentation skills –Uses technology as appropriate The prepared communicator is concise and punctual –States points clearly –Supports points with clear evidence in a linear way –Is sensitive to time constraints

16. COMMUNICATOR IS ETHICAL The ethical communicator is egalitarian –Speaks and writes in a way that is comprehensible and relevant to all listeners/readers –Unifies the audience by using ideas and language that are appropriate for all listeners/readers The ethical communicator is respectful –Communicates with passion and enthusiasm –Respects the audience’s time and intelligence The ethical communicator is trustworthy –Does not intentionally omit, delete, or take information out of context to prove a point –Does not pretend to know something which he/she doesn't

17. THE “GOLDEN RULE” TREAT OTHERS THE WAY YOU WOULD LIKE TO BE TREATED

18. KEY TERMS Self-concept Communication Process Understanding Sharing Meaning Source Message Channel Receiver Feedback Environment

19. KEY TERMS Context Interference Transactional Constructivist Intrapersonal communication Interpersonal communication Group communication Public communication Mass communication Ethics Egalitarian

20. EXERCISES Imagine that you have been hired to make “cold calls” to ask people whether they are familiar with a new restaurant that has just opened in your neighborhood. Write a script for the phone call. Ask a classmate to co-present as you deliver the script orally in class, as if you were making a phone call to the classmate. Discuss your experience with the rest of the class.

21. EXERCISES Imagine you have been assigned the task of creating a job description. Identify a job, locate at least two sample job descriptions, and create one. Please present the job description to the class and note to what degree communication skills play a role in the tasks or duties you have included.

22. EXERCISES Draw what you think communication looks like. Share your drawing with your classmates.

23. EXERCISES List three environmental cues and indicate how they influence your expectations for communication. Please share your results with your classmates.

24. EXERCISES How does context influence your communication? Consider the language and culture people grew up with, and the role these play in communication styles.

25. EXERCISES If you could design the perfect date, what activities, places, and/or environmental cues would you include to set the mood? Please share your results with your classmates.

26. EXERCISES Observe two people talking. Describe their communication. See if you can find all eight components and provide an example for each one.

27. EXERCISES What assumptions are present in transactional model of communication? Find an example of a model of communication in your workplace or classroom, and provide an example for all eight components.

28. EXERCISES Please recall a time when you gave a speech in front of a group. How did you feel? What was your experience? What did you learn from your experience?

29. EXERCISES If you were asked to get the attention of your peers, what image or word would you choose and why?

30. EXERCISES If you were asked to get the attention of someone like yourself, what image or word would you choose and why?

31. EXERCISES Make a list of mass communication messages you observe for a one hour period of time. Share your list with classmates.

32. EXERCISES Recall one time you felt offended or insulted in a conversation. What contributed to your perception? Please share your comments with classmates.

33. EXERCISES When someone lost your trust, were they able earn it back? Please share your comments with classmates.

34. EXERCISES Does the communicator have a responsibility to the audience? Does the audience have a responsibility to the speaker? Why or why not? Please share your comments with classmates.