8 e COMMUNICATING IN BUSINESS Chapter 1 Foundations

Understanding Business Communication Copyright © 2013 Cengage Learning Components of Communication Barriers Communication Media

Components of Master Communication p. 5 -7 [Click to edit title style] Feedback Copyright © 2013 Cengage Learning Stimulus Message Filter Destination Medium Feedback Noise Components Noise | Barriers | Mediums | Ethics

[Click Components to edit of Master Communication title style] Feedback An event that creates a need to communicate Copyright © 2013 Cengage Learning Stimulus Message Filter Destination Medium Feedback Noise Components Noise | Barriers | Mediums | Ethics

[Click Components to edit of Master Communication title style] Feedback Perception based on one’s knowledge, experience, and viewpoints Copyright © 2013 Cengage Learning Stimulus Message Filter Destination Medium Feedback Noise Components Noise | Barriers | Mediums | Ethics

[Click Components to edit of Master Communication title style] Feedback The information (either verbal or nonverbal) that is communicated Copyright © 2013 Cengage Learning Stimulus Message Filter Destination Medium Feedback Noise Components Noise | Barriers | Mediums | Ethics

[Click Components to edit of Master Communication title style] Feedback The form of a message— for example, an email or phone call Copyright © 2013 Cengage Learning Stimulus Message Filter Destination Medium Feedback Noise Components Noise | Barriers | Mediums | Ethics

[Click Components to edit of Master Communication title style] Feedback Copyright © 2013 Cengage Learning Stimulus The point when control passes from the sender to the receiver Message Filter Destination Medium Feedback Noise Components Noise | Barriers | Mediums | Ethics

[Click Components to edit of Master Communication title style] Feedback Copyright © 2013 Cengage Learning Stimulus Message Filter Destination Message Medium Reactions from receivers that may affect future communication Feedback Noise Components Noise | Barriers | Mediums | Ethics

[Click Components to edit of Master Communication title style] Feedback Stimulus Message Filter Copyright © 2013 Cengage Learning Distractions from the communication Destination Medium Feedback Noise Components Noise | Barriers | Mediums | Ethics

Directions of Formal Communication p. 7 -9 Downward Communication Flow of information from managers to their employees (people who report to them) Copyright © 2013 Cengage Learning Upward Communication Flow of information from lower-level employees to upper-level employees or managers Lateral (or Horizontal) Communication Flow of information among peers within an organization Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning The Informal Communication Network Components | Barriers | Mediums

The Grapevine “I’ve discovered that the less I say, the more rumors I start. ” Copyright © 2013 Cengage Learning - Bobby Clarke, Philadelphia Flyers hockey player • Why do you think this may be true? • As a manager, you can never stop the grapevine, but how can you manage it and learn from it? Components | Barriers | Mediums | Ethics

Verbal [Click Communication to edit Master Barriers title style] Copyright © 2013 Cengage Learning p. 10 +11 Inadequate Knowledge or Vocabulary Differences in Interpretation Language Differences Inappropriate Use of Expressions Overabstraction and Ambiguity Polarization Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning More Mistranslated Signs Components | Barriers | Mediums |

Do You Know These Terms? Copyright © 2013 Cengage Learning Term Definition SEO • Search Engine Optimization: improving the visibility of websites in search engines JPEG • Joint Photographic Experts Group: a compression technique for color images Retweet • Sending tweets that others wrote on Twitter Vo. IP • Voice over Internet Protocol: used for making Internet phone calls Patch • A quick fix for a programming defect Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning Nonverbal Communication Barriers [Click to edit Master title style] p. 12 Inappropriate or Conflicting Signals Differences in Perception Inappropriate Emotions Distractions Components | Barriers | Mediums | Ethics

Traditional Communication Channels p. 14 Written Communication Examples • Colorful brochures • Financial statements • Solicitation letters • Complex reports • Periodicals (magazines, journals, newspapers) Oral Communication Examples Copyright © 2013 Cengage Learning • One-on-one meetings • Team meetings • Conferences Components | Barriers | Mediums | Ethics

Technology-Based Communication Channels Copyright © 2013 Cengage Learning Email, Phone, Voice Mail Components |

Copyright © 2013 Cengage Learning [Click Social to Media edit Master Examples titlep. 15

Communication Media title Choices p. 18 [Click to edit Master style] Face-to-Face Meeting Videoconferencing Teleconferencing Phone Call Voice Message Brochure Blog Newsletter Microblog Flier RICH LEAN Online Meeting In-Person Oral Presentation Copyright © 2013 Cengage Learning IM Components | Video Vlog Barriers Report | Mediums Email | Text Message Ethics

Choosing Media p. 19 [Click to. Communication edit Master title style] Logistical Considerations Copyright © 2013 Cengage Learning Relationship Considerations • • New or existing relationship? Good news or bad? Feedback needed? Audience level and preference? Likely audience reaction? Confidential message? Documentation needed? • Length and complexity of the message? • Number and location of recipients? • Urgency of the message? • Probability of audience understanding? • Access to technology? How do these factors affect the medium you choose for your message? Components | Barriers | Mediums | Ethics

[Click Avoid to Legal edit Master Consequences title style] Copyright © 2013 Cengage Learning If you delete an email, isn’t it gone forever? • Avoid writing or saying anything that you would not like to become public. • Read and sign your company’s social media policy carefully. Components | Barriers | Mediums | Ethics

Types of Ethics Professional Ethics Social Ethics Copyright © 2013 Cengage Learning Defined by an organization Components | Individual Ethics Defined by society Barriers | Defined by a person Mediums | Ethics

[Click Lawyers’ to edit. Email Master Exchange title style] Did the lawyers behave professionally and ethically? Copyright © 2013 Cengage Learning Who should have ended the conversation? When? Components | Barriers | Mediums | View the email exchange online. Ethics

Ethical Decision Making 1. Is the action legal? 2. Does the action comply with your company’s policies and guidelines? 3. Who will be affected by your decision and how? Copyright © 2013 Cengage Learning 4. Does the action comply with company values? 5. How will you feel after the decision is known? Components | Barriers | Mediums | Ethics

View the full story on the blog. Gap in Ethics? Made in U. S. A. = Made in China Copyright © 2013 Cengage Learning Gap, consistently rated one of Ethisphere’s Most Ethical Companies, is under fire. The company's "Feed USA" campaign promised to donate $5 to school lunches for each bag sold. Although the poster advertising the campaign is stamped "Made in the U. S. A. , " the bags themselves have a label that reads "Made in China. " Link to Gap’s Social Responsibility website. Components | Barriers | Mediums | Ethics

Additional Video Suggestions Copyright © 2013 Cengage Learning

Stanford Multitasking Study Video Example • How good are you at multitasking? Copyright © 2013 Cengage Learning • Do the results of this study cause you to reevaluate your abilities? Components | Barriers | Mediums | Ethics

Flair in Office Space Video Example • What verbal and nonverbal communication barriers can you identify in this scene? Copyright © 2013 Cengage Learning • How could the manager communicate for better results? • How could the employee communicate differently? Components | Barriers | Mediums | Ethics

Communication Media in Up in the Air Video Example Copyright © 2013 Cengage Learning • What are the advantages and disadvantages of Natalie’s idea? • If a company must lay people off, what do you think is the best approach? Components | Barriers | Mediums | Ethics