Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N...

14
Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in Communication in the Workplace the Workplace CHAPTER 1

Transcript of Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N...

Page 1: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Basic Business CommunicationSkills for Empowering the Internet Generation

N I N T H E D I T I O N

Lesikar

Flatley

Communication in the Communication in the WorkplaceWorkplace

CHAPTER 1

Page 2: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

2

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

2Overview

Communication in the Workplace

1

The importance of communication

Three forms of communication in business

Formal and informal networks

The process of communication

Basic truths about communication

Page 3: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

3

The Importance of Communication Skills as The Importance of Communication Skills as Expressed by Business AuthoritiesExpressed 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

Page 4: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

4

Evidence of Communication Evidence of Communication Weakness in BusinessWeakness 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

Page 5: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

5

Main Forms of Main Forms of Communication in BusinessCommunication in Business

Operational Internal External

Personal

Intranets like this one from Deere & Company are used for internal communication.

Page 6: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

6

Communication NetworksCommunication Networks

Formal Networkwell-established, usually

along operational linesplanned

Informal Networkcomplexdynamic

Page 7: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

7

DepartmentManager

Supervisor Supervisor

Black Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)

The Formal and Informal Communication Networks The Formal and Informal Communication Networks in a Division of a Small Manufacturing Companyin a Division of a Small Manufacturing Company

Page 8: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

8

Factors Affecting Volume of Factors Affecting Volume of Communication in BusinessCommunication in Business

Nature of the business

Operating plan

People

Page 9: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

9

A Model of the Communication ProcessA 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.

Page 10: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

10

A Model of the Communication ProcessA Model of the Communication Process (continued)(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.

Page 11: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

11

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

11

How Oral and Written How Oral and Written Communication DifferCommunication Differ

is more likely to involve creative effort, has longer cycles, and usually has fewer cycles.

Written communication

Page 12: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

12

Some Basic Truths about Some Basic Truths about CommunicationCommunication

Meanings sent are not always received.

Meaning is in the mind.

The symbols of communication are imperfect.

Page 13: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

13

Adaptation

Page 14: Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

Copyright © 2002 by The McGraw-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, AuthorOn Writing Well