1. Establishing a Framework for Business Communication
BCOM Chapter 01
Chapter 1 Lecture Slides
Establishing a Framework for Business Communication
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2. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Learning Objective 1
Define communication and describe the main purpose for communication in business. 1
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3. Communication Defined
BCOM Chapter 01
Communication Defined
The process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior. 1
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4. Purposes of Business Communication
BCOM Chapter 01
Purposes of Business Communication
To Inform
To Persuade
To Convey Goodwill
To Establish Credibility 1
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5. Levels of Communication
Definition
Goal
Intrapersonal
Communication
Communication within oneself
Accurate self-perception
other’s perceptions
Interpersonal
Communication between two people
Accomplish tasks
Increase self worth through interaction
Group
Communication between more than two people
Achieve greater output through collaboration
Organizational Communication
Large groups working together to accomplish complex, ambitious tasks
Provide adequate structure, flow, channels and media to accomplish tasks
Public
An organization reaching out to its public to achieve external communication goals
Reaching many with the same message 3
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6. Key Ingredients to Career Success
BCOM Chapter 01
Key Ingredients to Career Success
Integrity
Interpersonal skills
Communication
Based on a survey of 500 CEOS: Smith, K. V., and Savoian, R. (1991, December 21). Climbing to the top: Rising through the corporate ladder. Review of Business, St. John’s University. 1
© 2009 Cengage Learning. All rights reserved.

7. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Learning Objective 2
Explain the communication process model and the ultimate objective of the communication process. 2
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8. Communication Process Model
BCOM Chapter 01
Communication Process Model
Figure 1.1, page 4 2
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9. Communication Process: The Exchange
BCOM Chapter 01
Communication Process: The Exchange
Decoding The Message
The process of interpreting the message
Encoding The Message
The process of selecting and organizing the message 2
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10. Communication Channels
BCOM Chapter 01
Communication Channels 2
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11. © 2009 Cengage Learning. All rights reserved.
In your experience, what kind of interference causes the most difficulties?
Background noise
Movement in your field of vision
Your thinking ahead for a response
Room temperature
????
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12. In group communication, which is the most important to you?
BCOM Chapter 01
In group communication, which is the most important to you?
Keeping everyone happy
Keeping everyone on task
Accomplishing the task by the deadline
Feeling part of the group 2
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13. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Learning Objective 3
Discuss how information flows in an organization. 3
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14. Communication Flow in Organizations
BCOM Chapter 01
Communication Flow in Organizations
Formal Network Flow
Follows a company’s formal organization chart created by management.
Controls individual and group behavior.
Achieves the organization’s goals.
Dictated by the cultural, technical, political, and economic environment of the organization. 3
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15. Formal Network Flow in an Organization
BCOM Chapter 01
Formal Network Flow in an Organization
Downward Communication
Supervisor to employee
Upward Communication
Feedback to downward communication
Horizontal Communication
Interaction between organizational units on the same hierarchical level 3
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16. Flow of Information Within an Organization
BCOM Chapter 01
Flow of Information Within an Organization
Figure 1.2, page 8 3
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17. Communication Flow in Organizations
BCOM Chapter 01
Communication Flow in Organizations
Informal Network Flow
Develops as people interact within the formal communication system and certain behavior patterns emerge—patterns that accommodate social and psychological needs. 3
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18. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Learning Objective 4
Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment influence the process of business communication. 4
© 2009 Cengage Learning. All rights reserved.

19. External Factors Influencing Business Communication
BCOM Chapter 01
External Factors Influencing Business Communication
LEGAL & ETHICAL
International Laws
Domestic Laws
Code of Ethics
Stakeholder Interests
Ethical Frameworks
Personal Values
DIVERSITY
Cultural Differences
Language Barriers
Gender Issues
Education Levels
Age Factors
Nonverbal Differences
TEAM ENVIRONMENT
Trust
Team Roles
Shared Goals and Expectations
Synergy
Group Reward
Distributed Leadership
TECHNOLOGY
Accuracy and Security Issues
Telecommunications
Software Applications
“High-touch” Issues
Telecommuting
Databases 4
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20. Four Dimensions of Business Behavior
BCOM Chapter 01
Four Dimensions of Business Behavior
Figure 1.4, page 13 4
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21. Examples of Illegal/Unethical Behavior
BCOM Chapter 01
Examples of Illegal/Unethical Behavior
Improved financial image by moving debt off the books
Enron
WorldCom
Accounting scandals, including over-inflating revenue by millions
Tokyo Electric Power
Falsified reports to nuclear safety regulators 4
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22. Obsession with Personal Advancement Can Lead to Unethical Conduct
BCOM Chapter 01
Obsession with Personal Advancement Can Lead to Unethical Conduct
The body of Ambassador Larry Lawrence was removed from Arlington Cemetery after his exaggerated Merchant Marines service was uncovered. 4
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23. Communicate Ethically & Responsibly
BCOM Chapter 01
Communicate Ethically & Responsibly
State information as truthfully and fairly as possible
Do not exaggerate facts
Express ideas understandably
Support viewpoint with facts
State ideas with consideration that preserves receiver’s self-worth
Design honest graphics 4
© 2009 Cengage Learning. All rights reserved.

24. Ways to Deal with Pressure to Compromise Your Ethics:
BCOM Chapter 01
Ways to Deal with Pressure to Compromise Your Ethics:
Consider your personal value system early.
Become aware of a tendency to rationalize.
Learn to analyze ethical dilemmas.
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25. Framework for Analyzing Ethical Issues
BCOM Chapter 01
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. 4
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26. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Diversity Challenges
International
Intercultural
Intergenerational
Gender 4
© 2009 Cengage Learning. All rights reserved.

27. Barriers to Intercultural Communication
BCOM Chapter 01
Barriers to Intercultural Communication
Ethnocentrism
Stereotypes
Chronemics - Interpretation of time
Proxemics - Personal space requirements
Haptics – Touching
Kinesics - Body language
Translation limitations
Common Sense Approach 4
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28. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Viva la Difference
Learn about the person’s culture
Have patience with yourself and the other person
Get help when you need it
Participate in diversity initiatives that boost morale, creativity, and productivity 4
© 2009 Cengage Learning. All rights reserved.

29. Team Environment — Organization of the Future
BCOM Chapter 01
Team Environment — Organization of the Future
Small group with complementary skills, working together for a common purpose
A Way to Remain Competitive
in a Global Market 4
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30. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Benefits of Work Teams
Make workers happier by causing them to feel they are shaping their jobs
Increase efficiency by eliminating layers of managers passing down orders and monitoring performance
Enable a company to draw on the skills and imagination of the whole work force 4
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31. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Important Team Skills
Problem-solving, goal-setting and Conflict resolution
Effective communication skills
Ability to deal with barriers
Ability to understand needs of coworkers
Distributed leadership skills
Commitment to evaluate the group process 4
© 2009 Cengage Learning. All rights reserved.

32. Communication Patterns for Successful Teams
BCOM Chapter 01
Communication Patterns for Successful Teams
Trust-building changes communication patterns
Open meetings educate employees
Shared leadership involves management and employees
Information flows up to management, down to workers, and horizontally among teams 4
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33. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Impact of Technology
Collect and organize data better
Craft clearer and more effective messages
Overcome distance issues
Raise legal and ethical issues 4
© 2009 Cengage Learning. All rights reserved.

34. Legal and Ethical Implications of Technology
BCOM Chapter 01
Legal and Ethical Implications of Technology
Information ownership
Information access
Threats to privacy 4
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35. © 2009 Cengage Learning. All rights reserved.
Intranets
Password-protected resources available via the Internet allow companies to post information and resources for employees.
© 2009 Cengage Learning. All rights reserved. 4

36. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Extranets
Protected information and resources on company site are made available to customers, partners, or others with need to know.
© 2009 Cengage Learning. All rights reserved. 4

37. © 2009 Cengage Learning. All rights reserved.
Internet
The vast “network of networks” links computers throughout the world. Information in the form of text, images, audio, and video is quickly available and easily searchable. 4
© 2009 Cengage Learning. All rights reserved.

38. © 2009 Cengage Learning. All rights reserved.
BCOM Chapter 01
Tool Advancement
Document Production Software
Electronic Presentations Tools
Web Publishing Tools
Collaborative Software 4
© 2009 Cengage Learning. All rights reserved.