Chapter 1 Establishing a Framework for Business Communication

Chapter 1 Establishing a Framework for Business Communication Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

1 Define communication and describe the value for communication in business. 2 Explain the communication process model and the ultimate objective of the communication process. 3 Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels). 4 Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as contextual forces that influence the process of business communication. Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

What is communication? ● The process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior. Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Types of Workplace Communication • • Listening/contributing to decision making Attending meetings Writing messages Presenting and clarifying information Coordinating work and work processes Evaluating and counseling others Promoting organization products, services, and image Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Channels Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned,

Communication Process Model Copyright © 2015 Cengage Learning. All Rights Reserved. May not be

Communication Process Barriers educationlevel, experience, and ● Differences in _____ culture noise ● Physical issues, such as _____ or room temperature ● Mental distractions, such as developing a listening response instead of _____ Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Flow of Information Copyright © 2015 Cengage Learning. All Rights Reserved. May not be

Directions for Communication Flow ● Downward communication: communication that flows from supervisor to employee, from policy makers to operating personnel, or from top to bottom on the organizational chart ● Upward communication: a type of communication that is generally a response to requests from supervisors ● Horizontal (or lateral) communication: interactions between organizational units on the same hierarchical level 9 Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Systems Formal system • Reflects rules and procedures • Created by management to control individual and group behavior Informal system • Emerges as people interact within a formal system to create a satisfying environment Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Levels of Communication Copyright © 2015 Cengage Learning. All Rights Reserved. May not be

Contextual Forces Influencing Business Communication Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Causes of Illegal and Unethical Behavior profits Excessive emphasis on ______ Misplaced _____ corporate loyalty personaladvancement Obsession with _______ caught Expectation of not getting ______ toneset by top management Unethical ____ Uncertainty ______ about whether an action is wrong stand ● Unwillingness to take a _____ ● ● ● Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Examples of Illegal/ Unethical Behavior Bernie Madoff Cheated millions in Ponzi scheme AIG Lucrative executive bonuses Enron, Worldcom, & Health. South Financial scandals Former Illinois Governor Rod Blagojevich Other? Toyko Electric Power False reports to nuclear regulators Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Four Dimensions of Business Behavior Copyright © 2015 Cengage Learning. All Rights Reserved. May

Barriers to Intercultural Communication ● ● ● Ethnocentrism Stereotypes time Interpretation of ____ Personal space requirements ____ Body language limitations Translation _____ Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Diversity Challenges Intercultural Intergenerational Gender Educational Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Key Terms ● Ethnocentrism: the assumption that one’s own cultural norms are the right way to do things ● Stereotypes: mental pictures that one group forms of the main characteristics of another groups, creating preformed ideas of what people in this group are like ● Chronemics: the study of how a culture perceives time and its use ● Proxemics: the study of cultural space requirements Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Legal and Ethical Implications of Technology Information Ownership Information Access Threats to Privacy Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Impacts of Technology ● Aids in collecting and organizing data ● Helps craft clearer and more effective messages ● Overcomes distance and time issues ● Complicates interpersonal relationship development Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Team Environment Leads to Synergy • Makes workers happier by causing them to feel they are shaping their jobs • Increases efficiency by eliminating management layers • Enables a company to draw on talents of entire workforce Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Important Team Skills ● Problem-solving and goal-setting ● Conflict resolution ● Distributed leadership ● Commitment to evaluate the group process ● Ability to understand needs of coworkers ● Effective communication ● Ability to deal with barriers Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communication Patterns for Successful Teams communication ● Trust-building changes _______ patterns ● _____ meetings educate employees Open ● ______ leadership involves management and Shared employees ● Information flows ___ to management, down to up workers, and ______ among teams horizontally Copyright © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.