Chap 1 - Establishing a Framework for Business Communication

7/21/2019 Chap 1 - Establishing a Framework for Business Communication

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1

Establishing a Frameworkfor Business

Communication

Chapter 1

Lecture Slides



2

Purposes of Business

Communication

T o Inf or m

T o P er suade T o Conv ey Goodw illT o Est ablish Cr edibilit y

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3

Communication

The process of exchanging

information and meaning

between or among individualsthrough a common system of

symbols, signs, and behavior.

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!e" #ngredients to Career Success

$ IntegrityIntegrity

$ Interpersonal skillsInterpersonal skills

$ CommunicationCommunication

Based on a sur%e" of &'' CE(S) Smith* !+ ,+* and Sa%oian* -+ .1//1* 0ecember 21+ Climbing to the top) -ising

through the corporate ladder+ Review of Business* St+ ohns 4ni%ersit"+

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&

(ther Career Skills

$ -ecepti%e to new ideas andinno%ati%e approaches

$ Committed to continued career

learning

$ 5a%e e6pertise and abilit" tothink in general terms

$ Finds humor in work situations

$ Can lead others

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Communication Process

8odel

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Communication Process) :he

E6change

The process ofselecting and

organizing the

message

The process ofinterpreting the

message

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Encoding The

Message

Decoding The

Message



;

Communication Channels

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< 2''/ Cengage Learning+ =ll rights reser%ed+ /

Communication Flow in (rgani>ations

Formal Network Flow – Follows a company’s formal

organization chart created by

management. – Controls individual and group behavior.

– Achieves the organization’s goals.

– Dictated by the cultural, technical,

political, and economic environment of

the organization.

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1'

Formal ?etwork Flow in an

(rgani>ation

$ Downward Communication @ Supervisor to employee

$Upward Communication @ Feedack to downward

communication

$ !orizontal Communication @ Interaction etween

organizational units on the

same hierarchical level

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Develops as people interact within theformal communication system and certain

behavior patterns emerge—patterns that

accommodate social and psychologicalneeds.

Communication Flow in (rgani>ations

Informal Network Flow

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Flow of #nformation

Aithin an (rgani>ation

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#n "our e6perience* what kind of

interference causes the most difficulties

"# $ackground noise

%# &ovement in your field of

vision'# (our thinking ahead for a

response

)# *oom temperature

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E6ternal Factors #nfluencing Business

Communication

+,-.+ / ,T!IC.+$ International +aws

$ Domestic +aws

$ Code of ,thics

$ Stakeholder Interests

$ ,thical Frameworks$ 0ersonal 1alues

DI1,*SIT($ Cultural Differences

$ +anguage $arriers

$ -ender Issues

$ ,ducation +evels

$ .ge Factors$ 2onveral Differences

T,.& ,21I*32&,2T$ Trust

$ Team *oles$ Shared -oals and ,4pectations

$ Synergy

$ -roup *eward

$ Distriuted +eadership

T,C!23+3-($ .ccuracy and Security Issues

$ Telecommunications$ Software .pplications

$ 5!igh6touch7 Issues

$ Telecommuting

$ Dataases

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< 2''/ Cengage Learning+ =ll rights reser%ed+ 1&

Stakeholders)

Those affected y decisions8

including ethical decisions#

@ .re people inside and outside

an organization#



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Aa"s to 0eal with Pressure to Compromise our Ethics)

$ Consider your personal value system

early#

$ $ecome aware of a tendency to

rationalize#

$ +earn to analyze ethical dilemmas#



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Communicate Ethicall" D -esponsibl"

$ State information as truthfully and fairlyas possile

$ Do not e4aggerate facts

$,4press ideas understandaly

$ Support viewpoint with facts

$ State ideas with consideration that preserves receiver9s self6worth

$ Design honest graphics

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Four 0imensions of

Business Beha%ior

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0i%ersit" Challenges

$ International

$ Intercultural

$ Intergenerational

$ -ender

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< 2''/ Cengage Learning+ =ll rights reser%ed+ 21

,i%a la 0ifference$ +earn aout the person9s culture

$ !ave patience with yourself and the

other person

$-et help when you need it

$ 0articipate in diversity

initiatives that oost morale8

creativity8 and productivity

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Barriers to #ntercultural Communication

$ ,thnocentrism

$ Stereotypes

$ Chronemics 6 Interpretation of time

$ 0ro4emics 6 0ersonal space re;uirements

$ !aptics – Touching

$ <inesics 6 $ody language

$ Translation limitations

$ Common Sense .pproach

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:eam En%ironment

(rgani>ation of the Future

Small group with complementar"skills* working together for a

common purpose

A Way to Remain Competitive

in a Global Market

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S"nerg"

The whole is greater

thanthe sum of the parts.

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B fit f A k :



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Benefits of Aork :eams

$ &ake workers happier y causing themto feel they are shaping their =os

$ Increase efficiency y eliminating layers

of managers passing down orders andmonitoring performance

$ ,nale a company to draw on the skills

and imagination of the whole work force

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C i ti P tt



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Communication Patterns

for Successful :eams

$ Trust6uilding changes communication patterns

$ 3pen meetings educate employees

$ Shared leadership involves managementand employees

$ Information flows up to management8

down to workers8 and horizontally amongteams

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Important Team Skills

Problem-solving, goal-setting and Coni!tresolution E"e!tive !ommuni!ationskills #bility to deal with barriers #bility to understand needs

of !oworkers $istributed leadershipskills

Commitment to evaluate44



2;

#mpact of :echnolog"

$ Collect and organize data etter

$ Craft clearer and more effective

messages

$ 3vercome distance issues

$ *aise legal and ethical issues

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2/

Legal and Ethical #mplications

of :echnolog"

$ Informationownership

$ Informationaccess

$ Threats to privacy

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l b l 8 k ti - i



3'

lobal 8arketing -eGuires

Careful Communication

EuroDisney

!ept English labels on products in the

8e6ico Cit" Store+ 8e6ican

customers prefer the statusHs"mbol of

I=mericanJ packaging

Presumed 4+S+ policies would work in

Europe

McDonald’s

andCocaCola

Placed the flags of the 2 nations

participating in the Aorld Cup onpackagingK Saudi =rabias flag

contains sacred words from the

Koran+

WalMart

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Ch i 4 S A k F



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Changing 4+S+ Aork Force

=ge 0emographics

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Chap 1 - Establishing a Framework for Business Communication

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