Chapter 1 Communicating at Work Mary Ellen Guffey

Changes Affecting the Workplace • Heightened global competition • Flattened management hierarchies • Expanded

Barriers to Interpersonal Communication • Bypassing • Limited frame of reference • Lack of

Overcoming Communication Barriers • Realize that communication is imperfect. • Adapt the message to

Organizational Communication • Functions: internal and external • Form: oral and written • Form:

MISCOMMUNICATION IN PRODUCT EVOLVEMENT Mary Ellen Guffey, Business Communication: Process and Product, 5 e

As Marketing Requested It Mary Ellen Guffey, Business Communication: Process and Product, 5 e

As Sales Ordered It Mary Ellen Guffey, Business Communication: Process and Product, 5 e

As Engineering Designed It Mary Ellen Guffey, Business Communication: Process and Product, 5 e

As Production Manufactured It Mary Ellen Guffey, Business Communication: Process and Product, 5 e

As Maintenance Installed It Mary Ellen Guffey, Business Communication: Process and Product, 5 e

What the Customer Wanted Mary Ellen Guffey, Business Communication: Process and Product, 5 e

Surmounting Organizational Barriers • Encourage open environment for interaction and feedback. • Flatten the

End Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide

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Changes Affecting the Workplace • Heightened global competition • Flattened management hierarchies • Expanded team-based management • Innovative communication technologies • New work environments • Increasingly diverse workforce Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 2

Barriers to Interpersonal Communication • Bypassing • Limited frame of reference • Lack of language skills • Lack of listening skills • Emotional interference • Physical distractions Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 3

Overcoming Communication Barriers • Realize that communication is imperfect. • Adapt the message to the receiver. • Improve your language and listening skills. • Question your preconceptions. • Plan for feedback. Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 4

Organizational Communication • Functions: internal and external • Form: oral and written • Form: channel selection dependent on • • • Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality • Flow: • Formal: down, up, horizontal • Informal: grapevine Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 5

MISCOMMUNICATION IN PRODUCT EVOLVEMENT Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 6

As Marketing Requested It Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 7

As Sales Ordered It Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 8

As Engineering Designed It Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 9

As Production Manufactured It Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 10

As Maintenance Installed It Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 11

What the Customer Wanted Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 12

Surmounting Organizational Barriers • Encourage open environment for interaction and feedback. • Flatten the organizational structure. • Promote horizontal communication. • Provide hotline for anonymous feedback. • Provide sufficient information through formal channels. Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 13

End Mary Ellen Guffey, Business Communication: Process and Product, 5 e Ch. 1, Slide 14