1. Chapter 1 Understanding Workplace Communication
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2. What is Communication?
The act of transferring information/message/news
Between multiple parties
Sender utilizes an appropriate channel to deliver
Receiver receives the message and decodes it
A feedback/reply from the receiver ensures that the message has been delivered and understood
Correct any misunderstanding/confusion if required

3. Importance of Communication
Perspective employers- look for efficient and effective communicators when employing
Deloitte: rates it as the most ‘desirable trait’ in a job candidate
However, not a trait that can be easily assessed
The higher you go up the hierarchy the better you need to communicate

4. Communication Challenges
The need for expanded media literacy
Increased global nature of the business
Increased workplace diversity
Increased focus on ethics and social responsibility (negative publicity travels fast)

5. Factors Impacting Communication
Nature of the business
Size and complexity
Geographic dispersion
Organizational culture

6. Types of Business Communication
Internal-Operational: The communication required to get work done within a business
External-Operational: Work related communication with people outside the business
Personal: Non-business/business related exchange of information and feelings among people

7. External Audiences Busines Partners Company Customers Regulators
Public Groups
Industry Partners
Busines
Partners

8. Communication Networks in an Organization
Formal- Well-established, stable, main lines of operational communication in the organization.
Memos, s, reports, orders, instructions, newsletter, bulletin boards, intranet
Informal- Consisting mainly of personal communications which may or may not support the formal communication
Grapevine: information converges a long way by passing from one person to another leaving no indication from which point it started

9. What is the Context?
Organizational- What organization you belong to and to what type of a organization are you communicating to
Professional- Which level of the hierarchy are you addressing your message to
Personal- Family, upbringing, culture, heritage, experience, schooling etc.

10. A Model of Business Communication

11. Process of Communication
Sensing a communication need
Defining the situation
Consider possible options of communication
Selecting one of them
Composing the message

12. Process of Communication
6. Sending the message
7. Receiving the message
8. Interpreting the message
9. Deciding on a response
10. Replying to the message