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Establishing a Framework for Business Communication  © 2009 Cengage Learning. All rights reserved. Chapter 1 Lecture Slides

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Purposes of Business Communication  © 2009 Cengage Learning. All rights reserved. To Inform To Persuade To Convey Goodwill To Establish Credibility 1

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Communication <ul><li>The process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior. </li></ul>© 2009 Cengage Learning. All rights reserved. 1

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Key Ingredients to Career Success <ul><li>Integrity </li></ul><ul><li>Interpersonal skills </li></ul><ul><li>Communication </li></ul> © 2009 Cengage Learning. All rights reserved. Based on a survey of 500 CEOS: Smith, K. V., and Savoian, R. (1991, December 21). Climbing to the top: Rising through the corporate ladder. Review of Business , St. John’s University. 1

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Other Career Skills © 2009 Cengage Learning. All rights reserved. <ul><li>Receptive to new ideas and innovative approaches </li></ul><ul><li>Committed to continued career learning </li></ul><ul><li>Have expertise and ability to think in general terms </li></ul><ul><li>Finds humor in work situations </li></ul><ul><li>Can lead others </li></ul>1

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Communication Process Model  © 2009 Cengage Learning. All rights reserved. 2

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Communication Process: The Exchange <ul><li>The process of selecting and organizing the message </li></ul><ul><li>The process of interpreting the message </li></ul> © 2009 Cengage Learning. All rights reserved. 2 Encoding The Message Decoding The Message

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Communication Channels  © 2009 Cengage Learning. All rights reserved. 2

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Communication Flow in Organizations <ul><li>Formal Network Flow </li></ul> © 2009 Cengage Learning. All rights reserved. <ul><li>Follows a company’s formal organization chart created by management. </li></ul><ul><li>Controls individual and group behavior. </li></ul><ul><li>Achieves the organization’s goals. </li></ul><ul><li>Dictated by the cultural, technical, political, and economic environment of the organization. </li></ul>3

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Formal Network Flow in an Organization <ul><li>Downward Communication </li></ul><ul><ul><li>Supervisor to employee </li></ul></ul><ul><li>Upward Communication </li></ul><ul><ul><li>Feedback to downward communication </li></ul></ul><ul><li>Horizontal Communication </li></ul><ul><ul><li>Interaction between organizational units on the same hierarchical level </li></ul></ul> © 2009 Cengage Learning. All rights reserved. 3

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<ul><li>Develops as people interact within the formal communication system and certain behavior patterns emerge—patterns that accommodate social and psychological needs. </li></ul>Communication Flow in Organizations  © 2009 Cengage Learning. All rights reserved. Informal Network Flow 3

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Flow of Information Within an Organization  © 2009 Cengage Learning. All rights reserved. 3

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In your experience, what kind of interference causes the most difficulties? <ul><li>Background noise </li></ul><ul><li>Movement in your field of vision </li></ul><ul><li>Your thinking ahead for a response </li></ul><ul><li>Room temperature </li></ul>© 2009 Cengage Learning. All rights reserved. 2

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External Factors Influencing Business Communication <ul><li>LEGAL & ETHICAL </li></ul><ul><li>International Laws </li></ul><ul><li>Domestic Laws </li></ul><ul><li>Code of Ethics </li></ul><ul><li>Stakeholder Interests </li></ul><ul><li>Ethical Frameworks </li></ul><ul><li>Personal Values </li></ul><ul><li>DIVERSITY </li></ul><ul><li>Cultural Differences </li></ul><ul><li>Language Barriers </li></ul><ul><li>Gender Issues </li></ul><ul><li>Education Levels </li></ul><ul><li>Age Factors </li></ul><ul><li>Nonverbal Differences </li></ul><ul><li>TEAM ENVIRONMENT </li></ul><ul><li>Trust </li></ul><ul><li>Team Roles </li></ul><ul><li>Shared Goals and Expectations </li></ul><ul><li>Synergy </li></ul><ul><li>Group Reward </li></ul><ul><li>Distributed Leadership </li></ul><ul><li>TECHNOLOGY </li></ul><ul><li>Accuracy and Security Issues </li></ul><ul><li>Telecommunications </li></ul><ul><li>Software Applications </li></ul><ul><li>“ High-touch” Issues </li></ul><ul><li>Telecommuting </li></ul><ul><li>Databases </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Stakeholders: <ul><li>Those affected by decisions, including ethical decisions. </li></ul><ul><ul><li>Are people inside and outside an organization. </li></ul></ul> © 2009 Cengage Learning. All rights reserved.

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Ways to Deal with Pressure to Compromise Your Ethics: <ul><li>Consider your personal value system early. </li></ul><ul><li>Become aware of a tendency to rationalize. </li></ul><ul><li>Learn to analyze ethical dilemmas. </li></ul> © 2009 Cengage Learning. All rights reserved.

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Communicate Ethically & Responsibly <ul><li>State information as truthfully and fairly as possible </li></ul><ul><li>Do not exaggerate facts </li></ul><ul><li>Express ideas understandably </li></ul><ul><li>Support viewpoint with facts </li></ul><ul><li>State ideas with consideration that preserves receiver’s self-worth </li></ul><ul><li>Design honest graphics </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Causes of Illegal and Unethical Behavior <ul><li>Excessive emphasis on _______ </li></ul><ul><li>__________ corporate loyalty </li></ul><ul><li>Obsession with _________ advancement </li></ul><ul><li>Expectation of not getting _______ </li></ul><ul><li>Unethical _____ set by top management </li></ul><ul><li>___________ about whether an action is wrong </li></ul><ul><li>Unwillingness to take a ______ </li></ul> © 2009 Cengage Learning. All rights reserved. profits Misplaced personal caught tone Confusion stand 4

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Four Dimensions of Business Behavior  © 2009 Cengage Learning. All rights reserved. 4

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Diversity Challenges <ul><li>International </li></ul><ul><li>Intercultural </li></ul><ul><li>Intergenerational </li></ul><ul><li>Gender </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Viva la Difference <ul><li>Learn about the person’s culture </li></ul><ul><li>Have patience with yourself and the other person </li></ul><ul><li>Get help when you need it </li></ul><ul><li>Participate in diversity initiatives that boost morale, creativity, and productivity </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Barriers to Intercultural Communication <ul><li>Ethnocentrism </li></ul><ul><li>Stereotypes </li></ul><ul><li>Chronemics - I nterpretation of time </li></ul><ul><li>Proxemics - Personal space requirements </li></ul><ul><li>Haptics – Touching </li></ul><ul><li>Kinesics - Body language </li></ul><ul><li>Translation limitations </li></ul><ul><li>Common Sense Approach </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Team Environment — Organization of the Future  © 2009 Cengage Learning. All rights reserved. Small group with complementary skills, working together for a common purpose A Way to Remain Competitive in a Global Market 4

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Synergy  © 2009 Cengage Learning. All rights reserved. 1 + 1 = 3 The whole is greater than the sum of the parts. 4

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Benefits of Work Teams <ul><li>Make workers happier by causing them to feel they are shaping their jobs </li></ul><ul><li>Increase efficiency by eliminating layers of managers passing down orders and monitoring performance </li></ul><ul><li>Enable a company to draw on the skills and imagination of the whole work force </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Communication Patterns for Successful Teams <ul><li>Trust-building changes communication patterns </li></ul><ul><li>Open meetings educate employees </li></ul><ul><li>Shared leadership involves management and employees </li></ul><ul><li>Information flows up to management, down to workers, and horizontally among teams </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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 © 2009 Cengage Learning. All rights reserved. Important Team Skills <ul><li>Problem-solving, goal-setting and Conflict resolution </li></ul><ul><li>Effective communication skills </li></ul><ul><li>Ability to deal with barriers </li></ul><ul><li>Ability to understand needs of coworkers </li></ul><ul><li>Distributed leadership skills </li></ul><ul><li>Commitment to evaluate the group process </li></ul>4

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Impact of Technology <ul><li>Collect and organize data better </li></ul><ul><li>Craft clearer and more effective messages </li></ul><ul><li>Overcome distance issues </li></ul><ul><li>Raise legal and ethical issues </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Legal and Ethical Implications of Technology <ul><li>Information ownership </li></ul><ul><li>Information access </li></ul><ul><li>Threats to privacy </li></ul> © 2009 Cengage Learning. All rights reserved. 4

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Global Marketing Requires Careful Communication © 2009 Cengage Learning. All rights reserved. EuroDisney Kept English labels on products in the Mexico City Store. Mexican customers prefer the status-symbol of “American” packaging Presumed U.S. policies would work in Europe McDonald’s and Coca-Cola Placed the flags of the 24 nations participating in the World Cup on packaging; Saudi Arabia’s flag contains sacred words from the Koran . Wal-Mart 4

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Changing U.S. Work Force Age Demographics © 2009 Cengage Learning. All rights reserved. 4