1. BUSINESS COMMUNICATION SECOND CANADIAN EDITION Part I: Foundations of business communication Chapter One: Starting with the basics Original Slides by Gates Stoner Pima Community College Adapted by Alan T. Orr

2. Objectives of this Chapter ReviewReview the steps of the communication process RecognizeRecognize the common patterns of business communication LearnLearn about barriers to effective communication FollowFollow guidelines for communicating in teams Business Communication, Second Canadian Edition1

3. Employees must be able to effectively: external customers internal customers –Communicate with external customers and internal customers –Work in cooperative, team-like situations –Successfully interact with others Effective Communication 2

4. ListeningSpeaking Reading Writing 3

5. CommunicationCommunication Process through which information is exchanged between individuals through a common system of symbols, signs, or behaviours –Sender - –Sender - Expresses message to others –Receiver - –Receiver - Listens to one or more speakers Communication Process 4

6. Source message channel feedback Source creates a message (signal) that is transmitted through a channel to a receiver. Receiver provides feedback. Channel Feedback Message 5

7. Communication Patterns Structured Recorded or documented Less subject to change Widely known and accessible Unstructured Dependent on emotional factors More flexible and open-ended than structured communication More personalized 6

8. Figure 1-1 Figure1-2 Figure 1-9 Types of Communication Patterns Barbell Triangle Cross-fire See other patterns in Section 1.3.2 BarbellTriangleCross-fire 7

9. Directional Differences Upward CommunicationUpward Communication Messages from employees to management or from vendors to clients Downward CommunicationDownward Communication Messages from management to employees or from clients to vendors Lateral CommunicationLateral Communication Messages sent between peers 8

10. Feedback Verbal or nonverbal messages sent back through the channel from receiver to sender Can be –Immediate –Delayed CriticalCritical to effective communication 9

11. Barriers to Communication Physical Cultural Motivational Emotional Language Non-verbal 10

12. Assumptions Assumption: Assumption: a belief that something is true without proof or demonstration Common types: –Stereotyping –Jumping to conclusions –Focusing on intention –Thinking you know best 11

13. Intercultural communicationIntercultural communication Making connections between different views of the world Transactional cultureTransactional culture Middle ground that emerges when a speaker and his/her own cultural background come into contact with a person of another culture Culture & Communication 12

14. Communication in Teams Method types: –Traditional –Electronic –Conversational Information flows Loops 13

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