1. Establishing a Framework for Business Communication

2. Define communication and describe the value for communication in business.
Explain the communication process model and the ultimate objective of the communication process.
Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels).
Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as contextual forces that influence the process of business communication.

3. What is communication?
The process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior. 3

4. Types of Workplace Communication
Listening/contributing to decision making
Attending meetings
Writing messages
Presenting and clarifying information
Coordinating work and work processes
Evaluating and counseling others
Promoting organization products, services, and image

5. Communication Channels

6. Communication Process Model

7. Communication Process Barriers
education
Differences in _________ level, experience, and culture
Physical issues, such as _____ or room temperature
Mental distractions, such as developing a response instead of __________
noise
listening

8. Flow of Information

9. Directions for Communication Flow
Downward communication: communication that flows from supervisor to employee, from policy makers to operating personnel, or from top to bottom on the organizational chart
Upward communication: a type of communication that is generally a response to requests from supervisors
Horizontal (or lateral) communication: interactions between organizational units on the same hierarchical level

10. Communication Systems
Reflects rules and procedures
Created by management to control individual and group behavior
Emerges as people interact within a formal system to create a satisfying environment
Formal system
Informal system 10

11. Levels of Communication

12. Contextual Forces Influencing Business Communication

13. Causes of Illegal and Unethical Behavior
profits
Excessive emphasis on ______
_________ corporate loyalty
Obsession with _______ advancement
Expectation of not getting ______
Unethical ____ set by top management
___________ about whether an action is wrong
Unwillingness to take a _____
Misplaced
personal
caught
tone
Uncertainty
stand

14. Examples of Illegal/ Unethical Behavior
Bernie Madoff
Cheated millions in Ponzi scheme
AIG
Lucrative executive bonuses
Enron, Worldcom, & HealthSouth
Financial scandals
Toyko Electric Power
False reports to nuclear regulators
Former Illinois Governor Rod Blagojevich
Other?

15. Four Dimensions of Business Behavior

16. Barriers to Intercultural Communication
Ethnocentrism
Stereotypes
Interpretation of ____
________ space requirements
Body language
Translation _________
time
Personal
limitations

17. Diversity Challenges Intercultural Intergenerational Gender
Educational

18. Key Terms
Ethnocentrism: the assumption that one’s own cultural norms are the right way to do things
Stereotypes: mental pictures that one group forms of the main characteristics of another groups, creating preformed ideas of what people in this group are like
Chronemics: the study of how a culture perceives time and its use
Proxemics: the study of cultural space requirements

19. Legal and Ethical Implications of Technology
Information Ownership
Information Access
Threats to Privacy

20. Impacts of Technology Aids in collecting and organizing data
Helps craft clearer and more effective messages
Overcomes distance and time issues
Complicates interpersonal relationship development

21. Team Environment Leads to Synergy
Makes workers happier by causing them to feel they are shaping their jobs
Increases efficiency by eliminating management layers
Enables a company to draw on talents of entire workforce
1 + 1 = 3

22. Important Team Skills Problem-solving and goal-setting
Conflict resolution
Distributed leadership
Commitment to evaluate the group process
Ability to understand needs of coworkers
Effective communication
Ability to deal with barriers

23. Communication Patterns for Successful Teams
Trust-building changes _____________ patterns
_____ meetings educate employees
______ leadership involves management and employees
Information flows ___ to management, down to workers, and ___________ among teams
Open
Shared up
horizontally