1. Copyright © 2002 by Harcourt, Inc. All rights reserved. Topic 21: Communication in Business(1) By Zhu Wenzhong

2. Copyright © 2002 by Harcourt, Inc. All rights reserved. State the definition of communication State the definition of communication State the difference between one-way communication and two-way communication State the difference between one-way communication and two-way communication State the vertical and lateral communication channels State the vertical and lateral communication channels Explain the three major communication media: written, oral and electronic by giving examples Explain the three major communication media: written, oral and electronic by giving examples LEARNING GOALS

3. Copyright © 2002 by Harcourt, Inc. All rights reserved. What is communication? Communication is about sending and receiving information or the transmission of information and meaning from one party to another through using shared symbols. Communication is about sending and receiving information or the transmission of information and meaning from one party to another through using shared symbols. © PhotoDisc

4. Copyright © 2002 by Harcourt, Inc. All rights reserved. Communication process model © PhotoDisc SenderMessageChannelMediumReceiver Feedback

5. Copyright © 2002 by Harcourt, Inc. All rights reserved. One-way and two-way communication Information flows only in one direction –from the sender to the receiver with no feedback Information flows only in one direction –from the sender to the receiver with no feedback A much common way of communication because it is faster and easier for the sender and there is no trouble from disagreement. A much common way of communication because it is faster and easier for the sender and there is no trouble from disagreement. There may be mistakes in transmission of information. There may be mistakes in transmission of information. One-way communication

6. Copyright © 2002 by Harcourt, Inc. All rights reserved. A process in which information flows in two- directions –the receiver provides feedback and the sender receptive to the feedback. A process in which information flows in two- directions –the receiver provides feedback and the sender receptive to the feedback. It is more accurate and fewer mistakes in transmission. It is more accurate and fewer mistakes in transmission. But it is time-consuming and more difficult for the sender. But it is time-consuming and more difficult for the sender. One-way communication Two-way communication One-way and two-way communication

7. Copyright © 2002 by Harcourt, Inc. All rights reserved. Channels of communication Vertical communication channels Vertical communication channels Lateral communication: Lateral communication: © PhotoDisc

8. Copyright © 2002 by Harcourt, Inc. All rights reserved. Channels of communication Information passes downwards or upwards in the organization. Information passes downwards or upwards in the organization. Downward communication means that the manager tells employees about a decision that has been already made. It allows decisions to carried out quickly. Downward communication means that the manager tells employees about a decision that has been already made. It allows decisions to carried out quickly. Upward communication refers to employees’ giving feedback to the manager about the decision. It helps managers to understand employees’ ideas on the decision. Upward communication refers to employees’ giving feedback to the manager about the decision. It helps managers to understand employees’ ideas on the decision. Vertical communication

9. Copyright © 2002 by Harcourt, Inc. All rights reserved. Channels of communication People in the same level within an organization pass information to each other. People in the same level within an organization pass information to each other. It can strengthen the understanding and coordination between people in different departments. It can strengthen the understanding and coordination between people in different departments. Vertical communication Lateral communication

10. Copyright © 2002 by Harcourt, Inc. All rights reserved. Channels of communication Figure 22-2 Vertical and lateral communication Figure 22-2 Vertical and lateral communication © PhotoDisc Board of directors Financial dept. Marketing dept. Employees

11. Copyright © 2002 by Harcourt, Inc. All rights reserved. Communication media Written communication media Written communication media Oral communication media Oral communication media Electronic communication media Electronic communication media © PhotoDisc

12. Copyright © 2002 by Harcourt, Inc. All rights reserved. Communication media Communication through: Letters,Memos, Reports, Forms, Notice boards and Internal magazines or newspapers Communication through: Letters,Memos, Reports, Forms, Notice boards and Internal magazines or newspapers Messages can be revised several times. Messages can be revised several times. The sender can not receive immediate feedback. The sender can not receive immediate feedback. Written communication

13. Copyright © 2002 by Harcourt, Inc. All rights reserved. Question for critical thinking There are various types of written communication: letters, memos, reports, forms, notice boards, internal magazines and newspapers. Could you briefly explain what each of them may be used for? There are various types of written communication: letters, memos, reports, forms, notice boards, internal magazines and newspapers. Could you briefly explain what each of them may be used for? © PhotoDisc

14. Copyright © 2002 by Harcourt, Inc. All rights reserved. Communication media Face-to-face discussions, telephone conservations, formal presentations and speeches Face-to-face discussions, telephone conservations, formal presentations and speeches Advantages: Questions can be asked and answered directly; feedback is immediate; and the sender’s attitude can be sensed. Advantages: Questions can be asked and answered directly; feedback is immediate; and the sender’s attitude can be sensed. Disadvantages: few permanent records Disadvantages: few permanent records Written communication Oral communication

15. Copyright © 2002 by Harcourt, Inc. All rights reserved. Communication through electronic media such as mobile phone, paging devises, lap top computers, E-mail, fax machines, and electronic notice boards Messages can be delivered instantly, over long distances, and to a large number of people. But not all people have can access to the media. Written communication Oral communication Electronic communication © PhotoDisc Communication media

16. Copyright © 2002 by Harcourt, Inc. All rights reserved. Question for critical thinking Good communication is important to a business. There are different channels of communication, and various communication media for us to choose. Can you explain how you can achieve good communication in the business? Good communication is important to a business. There are different channels of communication, and various communication media for us to choose. Can you explain how you can achieve good communication in the business? © PhotoDisc