1. Chapter 1 Communicating in Your Life
Business Communication
Chapter 1
Communicating in Your Life

2. OBJECTIVES Identify the elements of business communication
List purposes of business communication
Identify types of business communication

3. The Communication Process
Communication – is the process used to send and interpret messages so they are understood.
Talking with teachers & students, sending messages, writing a report, and listening to a song are also forms of communication
Communication allows people to fill social needs – to have contact with others.
1.1 The Communication Process and Its Forms

4. The Communication Process
Message
Sender
Receiver
Channel
Feedback
© Photodisc / Getty Images
Senders and receivers are important elements in the communication process.
1.1 The Communication Process and Its Forms

5. The Communication Process- Message
Message- is an idea expressed by a set of symbols, such as words or gestures
Verbal symbols- words used in spoken or written message
A message sent without words is nonverbal communication
Nonverbal symbols- actions or conditions that express a meaning. Ex – gestures, posture, facial expressions, color and lighting….they add meaning to a message

6. The Communication Process- Sender and Receiver
Sender- a person who creates and shares a message.
Ex – When you post a comment on Facebook
Ex - talk to your friends about what you are doing this weekend
Receiver- a person who hears, sees, or reads symbols and interprets a message
Ever misinterpret a text message?

7. The Communication Process- Channel
Channel- the mode or form used to send a message
To send messages, people speak and write
To receive messages, people listen and read

8. The Communication Process-Feedback
Feedback- the response of a receiver to a message.
Feedback can be nonverbal (a smile or a thumbs up) or it can be verbal (“Sure, I’ll help you with your homework!”)
Any response – even no response – is feedback

9. Quick! Partner activity
Pair up
With your partner, create a scenario where you two are using the five elements of the communication process
Don’t forget about non-verbal communication, and written message!
Act out what you came up with!
*Be able to tell us how the elements of the communication process line up with your scenario

10. Purposes of Communication
Business communication- is sending and interpreting messages related to products, services or activities of a company or an organization.
Purposes of Communication:
Obtain or share information
Build goodwill and image
Persuade
Build relationships and self-esteem
People communicate in meetings to share information.

11. Obtain or Share Information
Information is one of the most valuable resources people and companies have

12. Build Goodwill and Image
Goodwill – a positive feeling or attitude toward others.
When others feel good toward you or a company, they are more likely to share information, grant requests you make, or offer support in other ways

13. Persuade
To persuade means to convince others to adopt an opinion or take a certain action
When was the last time you tried to persuade someone to do something?

14. Build Relationships and Self-Esteem
People have various types of relationships with others
Communicating effectively helps build those positive relationships

15. Types of Business Communication
Formal and informal communication
Formal – to a boss
Informal – Chatting with employees around the water jug. Sometimes called the “grapevine”
Communication direction
Downward
Lateral or horizontal
Upward
Communication among peers is called lateral communication.
1.1 The Communication Process and Its Forms

16. Types of Business Communication
Written and oral communication
Written communication is often the best channel for a message for these reasons:
Written messages provide a record of information exchanged. Ex – a price quoted in a written bid
The message can be revised until logical and clear
A written message allows the receiver to read the message and refer to it as many times as necessary.
1.1 The Communication Process and Its Forms

17. Types of Business Communication
Written and oral communication
Oral communication –
Of all types of communication, oral communication is the fastest.
Provides immediate feedback to the sender.
1.1 The Communication Process and Its Forms

18. Protecting Confidential Information
Confidential information is data that should be kept private or secret
Examples:
Patient health records
Employee salaries
Plans for a new product
Employees should not share confidential data with people who are not authorized to have it
1.1 The Communication Process and Its Forms

19. 1.2 Overcoming Communication Barriers p. 11
Communication barriers – things or conditions that interfere with communication
External communication barriers – conditions outside the receiver and the sender that hinder communication
Poor lighting, heat or cold, and noise
Document appearance
Closed communication climate

20. 1.2 Overcoming Communication Barriers p. 11
Internal communication barriers – Conditions within a receiver and sender that hinder communication
Educational background, experiences, and biases
Lack of interest or motivation
1.2 Overcoming Communication Barriers

21. Overcoming Barriers The sender’s duties Audience analysis
Message environment
Symbol and channel selection
Seeking feedback
The message environment affects how listeners receive a message.
1.2 Overcoming Communication Barriers

22. Audience Profile Questions
Audience Analysis
Audience analysis- the process used to create a profile of the intended receivers of a message
All receivers are different, unique individuals
However, receivers can share common traits or experience
Have you ever wanted to give someone news but they were in a bad mood so you waited?
Audience Profile Questions

23. Message Environment
Message environment – refers to the physical and social setting in which a message is sent or received.
Being aware of the environment can help you overcome barriers

24. Overcoming Barriers The receiver’s duties
Reading – the process of seeing and interpreting written words and other symbols.
Listening – the process of hearing
focusing attention to understand an
oral message.
Readers should select a quiet location that is free from distractions.
1.2 Overcoming Communication Barriers

25. Checking Understanding
Reading skills are important for success
At school
On the job
In personal activities
Paraphrasing is a good way to check your understanding of a message
1.2 Overcoming Communication Barriers

26. 1.3 Reading in the workplace
Objectives:
Explain why reading is important for the workplace
Describe ways reading is used in the workplace
Practice strategies to improve reading skills

27. Importance of Reading Reading and the job search
Lets check it out –
USAJOBS is the official job site of the U.S. government.

28. Importance of Reading Reading on the job Staying informed
Following procedures
Handling transactions
Providing customer service
Making decisions and solving problems
© Digital Vision / Getty Images
Workers must read orders and packing slips.
1.3 Reading in the Workplace

29. Improving Reading Skills
Types of reading
Skimming – looking over material quickly to locate specific data
Scanning- is an attempt to get a basic understanding of the objectives and the important points of the material you are going to read.
Careful reading – is used when trying to understand and remember the material that is read.
Improving speed and comprehension
1.3 Reading in the Workplace

30. Free Reading Tests Free reading tests are available online
Search for speed reading test
Questions
What is your reading speed as shown by the free online test?
How does your score compare with the speeds discussed in the text?
school.cengage.com/bcomm/buscomm
1.3 Reading in the Workplace

31. Vocabulary audience analysis business communication channel
communication barriers
confidential information
external communication barriers
feedback
goodwill
grapevine
internal communication barriers
listening
message
message environment
nonverbal symbols
reading
receiver
scanning
sender
verbal symbols

32. Audience Profile Questions
What is the age and gender of the receiver?
Does the receiver have experience or education related to the topic?
What are the concerns and needs of the receiver?
What are the beliefs and viewpoints of the receiver?
Will the message make the receiver happy? sad? pleased? upset?
BACK
1.2 Overcoming Communication Barriers