2. 1
Professional Communication

3. Introduction to Professional Communication
Section 1.1
Introduction to Professional Communication

4. Objectives Explain the meaning of professional communication.
Identify the steps in the communication process.
Distinguish between informal and formal communication.

5. Key Terms interpersonal communication
small group communication
public communication
decoding
feedback
informal communication
etiquette
formal communication
protocol
peer
communication professional communication rhetoric goodwill communication process sender encoding transmission channel receiver

6. ssential
uestion
What makes communication professional?

7. Professional Communication
Communication is the process of using words, sounds, signs, or actions to exchange information or express thoughts
Professional communication incorporates written, verbal, visual, and digital communication to provide factual information that is usable in the workplace

8. Professional Communication (continued)
All communication has a purpose
Inform: provide information or education
Persuade: attempt to change receiver’s behavior
Instruct: provide direction or guidance
Make a request: to ask a question
Respond to a request: answer a question

9. Professional Communication (continued)
Rhetoric is the study of writing or speaking as a way of communicating information or persuading an individual
Goodwill is the advantage an individual or an organization has due to its good reputation; it cannot be bought

10. Communication Process
The communication process is a series of actions on the part of the sender and the receiver of a message and the path the message follows
Six elements of the communication process:
sender
message
channel
receiver
translation
feedback

11. Communication Process (continued)

12. Communication Process (continued)
Sender
Person who has a message to communicate
Begins the communication process
Uses intrapersonal communication to sort through the information he or she wants to convey

13. Communication Process (continued)
Message
May be written words, spoken words, pictures, or other visuals
Encoding is the process of turning the idea for a message into symbols that can be communicated

14. Communication Process (continued)
Channel
Act of sending a message is transmission
Channel is how the message is transmitted

15. Communication Process (continued)
Receiver
Person who reads, hears, or sees the message
Also known as audience
Communication can be interpersonal, small group, or public
Interpersonal occurs between the sender and one other person
Small group occurs among 3 to 20 people
Public occurs with a group larger than 20 people

16. Communication Process (continued)
Translation
Decoding is translating a message into terms the receiver can understand
Occurs in the receiver’s mind
Message is not received if the receiver does not understand

17. Communication Process (continued)
Feedback
Receiver’s response to the sender
Providing feedback tells the sender whether the message was understood as intended

18. Informal and Formal Communication
Communication can be informal or formal
Informal communication is casual sharing of information with no customs or rules of etiquette involved
Etiquette is the act of using good manners in any situation
Formal communication is sharing of information that conforms to specific protocol
Protocol is a set of customs or rules of etiquette

19. Informal and Formal Communication (continued)
Formal communication flows in three directions:
Upward flows from people in lower levels to those in higher ones
Lateral occurs between peers, who are persons of equal standing in work position
Downward flows from people in higher levels to those in lower ones

20. Informal and Formal Communication (continued)

21. Section 1.1 Review What is the purpose of professional communication?
The purpose of professional communication will usually fall into one of these categories: inform, persuade, instruct, make a request, and respond to a request.
2. List the elements of the communication process.
The six elements of the process are the sender, message, channel, receiver, translation, and feedback.
3. Explain the role of a channel in the communication process.
The channel is how the message is transmitted such as face-to-face conversation, telephone, text, or any other vehicle that is appropriate for the situation.

22. Section 1.1 Review
4. Explain the difference between formal and informal communication.
Formal communication is sharing of information that conforms to established rules. Formal communication typically takes place in letters, s, presentations, or other messages that are planned and put into words. Informal communication is casual sharing of information with no customs or rules of etiquette involved. Reporting hierarchy is not important in informal communication. People from various levels, divisions, and positions interact with each other in a casual way. Informal communication could be text messaging, telephone calls, or just talking in the hallway.

23. Section 1.1 Review
5. Explain how to identify standards for making appropriate communication choices in the workplace.
Protocol is the set of customs or rules of etiquette that dictate how certain levels of employees interact with each other. Following protocol will help you identify standards for making appropriate communication choices.

24. Communicating Effectively
Section 1.2
Communicating Effectively

25. Objectives Describe types of communication.
Identify barriers to effective communication.

26. Key Terms
written communication Standard English visual communication verbal communication nonverbal communication context
body language
personal space
paralanguage
barrier
sending barrier
receiving barrier

27. ssential
uestion
How does the way in which you communicate affect what you communicate?

28. Types of Communication
Communication can be:
Written and visual
Verbal
Nonverbal

29. Types of Communication (continued)
Written communication
Recording words through writing
Requires Standard English, which is English language usage that follows accepted rules for spelling, grammar, and punctuation
Visual communication
Using visual aids or graphics to communicate an idea or concept
Adds clarity, understanding, and interest to attract and maintain attention

30. Types of Communication (continued)
Verbal communication
Speaking words to communicate
Also known as oral communication

31. Types of Communication (continued)
Nonverbal communication
Action, behavior, or attitude that sends a message to the receiver
Must be considered in context, which is the environment or setting in which something occurs or is communicated
Context determines what the nonverbal message means

32. Types of Communication (continued)
Nonverbal communication
Body language
Eye contact
Touch
Personal space
Behavior
Attitude

33. Types of Communication (continued)
Body language messages sent through gestures, facial expressions, posture, and other body actions
Eye contact is looking directly at another person without staring
Touch—handshake only acceptable contact
Personal space is the physical space between two individuals
Behavior—actions speak louder than words
Attitude—paralanguage is the attitude projected with the tone of a person’s voice

34. Barriers to Effective Communication
Anything that prevents clear, effective communication
Two common types
A sending barrier can occur when the sender says or does something that causes the receiver to stop listening
A receiving barrier occurs when the receiver says or does something that causes the sender’s message to not be received

35. Section 1.2 Review
1. List the types of professional communication. Written and visual communication, verbal communication, and nonverbal communication. 2. Describe the importance of planning before communicating verbally. You must plan and organize your thoughts to select the appropriate words for the message. This might be as simple as thinking before you speak. It could also be as elaborate as outlining a presentation and practicing several times before you deliver it. Planning always involves thinking about who will receive the message and what you want to accomplish.

36. Section 1.2 Review
3. Explain why body language is important in professional communication. Body language is nonverbal messages sent through gestures, facial expressions, posture, and other body actions. The receiver picks up on these cues and they become an important part of your message. This is why being aware of body language is an essential professional skill. In the business environment, you must be aware of the nonverbal messages you send and receive. Otherwise, you run the risk of sending the wrong message or feedback.

37. Section 1.2 Review 4. How do sending and receiving barriers occur?
A sending barrier can occur when the sender says or does something that causes the receiver to stop listening. A receiving barrier can occur when the receiver says or does something that causes the sender’s message not to be received.
5. What is the difference between hearing and listening?
While hearing is physical ability, listening is a conscious action.