1. Establishing a Framework for Business Communication
Chapter 1
Establishing a Framework for Business Communication

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

3. Learning Objective 1
Define communication and describe the value for communication in business.

4. Purposes of Group Communication
Achievement or task purpose
To serve on a decision-making or problem-solving group
To get the job done
Maintenance or social purpose
To assist in the betterment of individual members from a behavioral point of view
To develop group morale 4

5. Learning Objective 2
Explain the communication process model and the ultimate objective of the communication process.

6. Communication Process Model

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

8. Communication Channels

9. Selecting An Appropriate Communication Channel
Request information needed to provide services to client
Tell customer order cannot be delivered on date specified in contract
Inform sales staff of special sales incentive
One-way
( , letter, or facsimile)
Two-way, not
face-to-face (telephone); face-to-face is ideal
Two-way or one way, not face-to-face

10. Learning Objective 3
Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels).

11. Flow of Information Within an Organization

12. 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 12

13. Dispelling Myths about the Grapevine
Grapevine is ___ _____ or ____ accurate than other communication channels
Message distribution is __________ rather than linear in nature no
more
less
networked

14. Levels of Communication
Continued

15. Levels of Communication (cont.)
EXAMPLES
(cont.)

16. Learning Objective 4
Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as a strategic force that influence the process of business communication.

17. Strategic Forces Influencing Business Communication

18. 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
Confusion
stand

19. 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?

20. Four Dimensions of Business Behavior

21. Framework for Analyzing Ethical Issues
Is the
alternative legal
and does it comply with relevant contractual
agreements and
company policy?
Is the alternative consistent with the company’s and/or the profession’s
code of ethics?
Identify the existence of an ethical issue
Identify an alternative.
YES NO NO
YES
Select another alternative.
Is the alternative ethical? NO
Resource groups
Employees
Owners
Customers
Suppliers
Creditors
Government
Society
YES
Implement alternative.
Revise code of ethics if necessary.
Communicate ethical decision
and related action.
Chapter 1 BCOM 3e by Lehman and DuFrene Copyright 2012 by Cengage Learning 21

22. Diversity Challenges

23. Changing U.S. Workforce Age Demographics

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

25. 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
Raises legal and ethical issues

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

27. 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

28. 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

29. 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
communication
Open
Shared up
horizontally