BUSINESS COMMUNICATIONSECOND CANADIAN EDITION

Part I: Foundations of business communication

Chapter One: Starting with the basics

Original Slides by Gates Stoner

Pima Community

College Adapted by Alan T. Orr

Objectives of this Chapter

• Review the steps of the communication process

• Recognize the common patterns of business communication

• Learn about barriers to effective communication

• Follow guidelines for communicating in teams

Business Communication, Second Canadian Edition 1

• Employees must be able to effectively:– Communicate with external

customers and internal

customers

– Work in cooperative, team-like

situations

– Successfully interact with others

Effective Communication

2

Listening Speaking

Reading Writing

3

• Communication Process through which information is

exchanged between individuals through a common system of symbols, signs, or behaviours

– Sender - Expresses message to others

– Receiver - Listens to one or more speakers

Communication Process

4

Communication Process

Source creates a message (signal) that is transmitted through a channel to a receiver. Receiver provides feedback.

Channel

Feedback

Message

5

Communication Patterns

Structured• Recorded or

documented

• Less subject to change

• Widely known and accessible

Unstructured

• Dependent on emotional factors

• More flexible and open-ended than structured communication

• More personalized

6

Figure 1-1

Figure1-2

Figure 1-9

Types of Communication Patterns

Barbell

Triangle

Cross-

fire

See other patterns in Section 1.3.2

Barbell

Triangle

Cross-

fire7

Directional Differences

• Upward Communication Messages from employees to

management or from vendors to clients

• Downward Communication Messages from management to

employees or from clients to vendors

• Lateral Communication Messages sent between peers 8

Feedback

• Verbal or nonverbal messages sent back through the channel from receiver to sender

• Can be– Immediate– Delayed

• Critical to effective communication

9

Barriers to Communication

• Physical

• Cultural

• Motivational

• Emotional

• Language

• Non-verbal10

Assumptions

Assumption: a belief that something is true without proof or demonstration

• Common types:– Stereotyping

– Jumping to conclusions

– Focusing on intention

– Thinking you know best

11

• Intercultural communication Making connections between different views of the world

• Transactional culture Middle ground that emerges when a speaker and his/her own cultural background come into contact with a person of another culture

Culture & Communication

12

Communication in Teams

• Method types:– Traditional

– Electronic

– Conversational

• Information flows

• Loops

13

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