CHAPTER 1 Communication in the Workplace Basic Business

CHAPTER 1 Communication in the Workplace Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley

2 Overview 2 1 Communication in the Workplace The importance of communication Three forms of communication in business Formal and informal networks The process of communication Basic truths about communication Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

3 The Importance of Communication Skills as Expressed by Business Authorities “Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders. ” --Business Section New York Times “There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication. ” --Max De Pree, Author The Art of Leadership Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

4 Evidence of Communication Weakness in Business “I’m surprised how so many people struggle with communication. ” --Michael Rook, Production Manager Hewlett Packard, San Diego, CA “The first thing the Human Resources Department did was give me a writing book. ” --Sam Reeves, IT Consultant AMS, Denver, CO Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

5 Main Forms of Communication in Business l Operational Internal l External l l Personal Intranets like this one from Deere & Company are used for internal communication. Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

6 Communication Networks l Formal Network well-established, usually along operational lines l planned l l Informal Network complex l dynamic l Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

7 The Formal and Informal Communication Networks in a Division of a Small Manufacturing Company Department Manager Supervisor Black Solid Lines = Formal Network Coral Dashed Lines = Informal Network (at a moment in time, for they change often) Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

8 Factors Affecting Volume of Communication in Business l Nature of the business l Operating plan l People Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

9 A Model of the Communication Process 1. A message sent by Marci arrives in Kevin’s “sensory world. ” 2. Kevin’s senses pick up the message, but may also pick up competing information. 3. Marci’s message is filtered through Kevin’s unique mind and is given meaning. 4. The meaning given may trigger a response, which Kevin’s unique mind forms. 5. Kevin sends the message to Marci. It enters her sensory world, and a second cycle begins. Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

10 A Model of the Communication Process (continued) 1. A message sent by Kevin arrives in Marci’s “sensory world. ” 2. Marci’s senses pick up the message, but may also pick up competing information. 3. Kevin’s message is filtered through Marci’s unique mind and is given meaning. 4. The meaning given may trigger a response, which Marci’s unique mind forms. 5. Marci sends the message to Kevin. It enters his sensory world, and another cycle begins. Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

11 11 How Oral and Written Communication Differ Written communication l is more likely to involve creative effort, l has longer cycles, l and usually has fewer cycles. Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

12 Some Basic Truths about Communication l Meanings sent are not always received. l Meaning is in the mind. l The symbols of communication are imperfect. Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

13 Adaptation Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.

14 “Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all. ” --William Zinsser, Author On Writing Well Copyright © 2002 by The Mc. Graw-Hill Companies, Inc. All rights reserved.