LEHMAN DUFRENE BCOM 7 1 Establishing a Framework

LEHMAN/ DUFRENE BCOM 7 1 Establishing a Framework for Business Communication Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

LEARNING OUTCOMES 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 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 © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 2

Communication • Exchanging and interpreting information and meaning among individuals • Occurs through a system of symbols, signs, and behavior • Purposes - To inform, persuade and entertain • Holds a greater position in the workplace Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 3

Figure 1. 1 The Transactional Process Model of Communication Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 4

Ideal Communication • Receiving party should be able to understand the intended message • Challenged by interferences or barriers • Interferences: Factors that hinder communication Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 5

Organizational Communication • Formal communication network • Occurs as per the formal organization chart • Dictated by the technical, political, and economic environment • Informal communication network • Develops as people interact within the formal system to accommodate their social and psychological needs • Referred to as the grapevine Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 6

Figure 1. 2 Flow of Information Within an Organization Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 7

Figure 1. 3 Levels of Communication Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 8

Figure 1. 4 Factors Influencing Business Communication Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 9

Figure 1. 5 Four Dimensions of Business Behavior Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 10

Diversity Challenges • Diversity skills affect one’s success in today’s global environment • Barriers to intercultural communication • • • Ethnocentrism Stereotypes Interpretation of time Personal space requirements Body language Translation limitations Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 11

Diversity Challenges • Ways to improve diversity skills • Develop cultural intelligence • Elements - Cognitive knowledge, motivation, and behavioral adaptability • Global Literacy Competence Model • States that ascending to a higher level of global functioning is required for excellence in a cross-cultural environment Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 12

Changing Technology • Electronic tools help people in: • Collecting and analyzing data • Shaping messages to be clearer and effective • Communicating quickly and efficiently with others in geographically dispersed locations • Telecommuting helps in reducing travel time and increasing work flexibility • Social media has altered communication between organizations, communities and individuals Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 13

Team Environment • Team: Small group with complementary skills who work together for a common purpose • Strengths • Workers are happier • Efficiency increases • Enables a company to draw on the skills and imagination of a whole workforce • Success depends on synergy • Synergy: Situation in which the whole is greater than the sum of the parts Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 14

Communication Patterns in Successful Team Environments Trust building Open meetings Shared leadership Listening Vertical and horizontal information flow Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 15

Skills for Successful Participation in Team Environments • Ability to give and take constructive criticism • Breaking down emotional barriers • Ability to promote team functioning • Understanding the feelings and needs of coworkers • Overcoming cultural barriers • Applying leadership skills Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 16

KEY TERMS • • Interferences Organizational communication Formal communication network Informal communication network Downward communication Upward communication Horizontal (and lateral) communication Internal messages • • • External messages Ethics Diversity skills Ethnocentrism Stereotypes Chronemics Proxemics Kinesics Telecommuting Social media Team Synergy Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 17

SUMMARY • Communication • Process of exchanging and interpreting information and meaning among individuals • Involves a sender, receiver, the message, feedback and interferences • In organizations it flows through formal and informal networks • Factors - Legal and ethical constraints, technology, diversity challenges, and team environment Copyright © 2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. BCOM 7|CH 1 18