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Transcript of CHAPTER 1 Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or...
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CHAPTER 1
Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Establishing a Framework for Business Communication
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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 (formally and informally; downward, upward, and horizontally; and through various levels).
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.
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
What is communication?What is communication?
● The process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior.
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Types of Workplace Communication• Listening/contributing to decision making• Attending meetings• Writing messages• Presenting and clarifying information• Coordinating work and work processes• Evaluating and counseling others• Promoting organization products, services,
and image
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication ChannelsCommunication Channels
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Process ModelCommunication Process Model
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication Process BarriersCommunication Process Barriers
● Differences in _________ level, experience, and culture
● Physical issues, such as _____ or room temperature
● Mental distractions, such as developing a response instead of __________
education
noise
listening
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Flow of Information Flow of Information
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Directions for Communication Directions for Communication FlowFlow
● Downward communication: communication that flows from supervisor to employee, from policy makers to operating personnel, or from top to bottom on the organizational chart
● Upward communication: a type of communication that is generally a response to requests from supervisors
● Horizontal (or lateral) communication: interactions between organizational units on the same hierarchical level
9
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication SystemsCommunication Systems
Formal Formal systemsystem
Informal Informal systemsystem
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Levels of CommunicationLevels of Communication
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Contextual Forces Influencing Contextual Forces Influencing Business CommunicationBusiness Communication
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Causes of Illegal and Causes of Illegal and Unethical BehaviorUnethical Behavior
● Excessive emphasis on ______● _________ corporate loyalty● Obsession with _______
advancement● Expectation of not getting ______● Unethical ____ set by top
management● ___________ about whether an action
is wrong● Unwillingness to take a _____
profitsMisplaced
personalcaught
toneUncertainty
stand
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Examples of Illegal/ Examples of Illegal/ Unethical BehaviorUnethical Behavior
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Four Dimensions of Four Dimensions of Business BehaviorBusiness Behavior
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Barriers to Intercultural Barriers to Intercultural CommunicationCommunication
● Ethnocentrism ● Stereotypes ● Interpretation of ____ ● ________ space requirements● Body language● Translation _________
time Personal
limitations
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Diversity ChallengesDiversity Challenges
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Key TermsKey Terms
● Ethnocentrism: the assumption that one’s own cultural norms are the right way to do things
● Stereotypes: mental pictures that one group forms of the main characteristics of another groups, creating preformed ideas of what people in this group are like
● Chronemics: the study of how a culture perceives time and its use
● Proxemics: the study of cultural space requirements
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Legal and Ethical ImplicationsLegal and Ethical Implicationsof Technologyof Technology
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Impacts of TechnologyImpacts of Technology
● Aids in collecting and organizing data
● Helps craft clearer and more effective messages
● Overcomes distance and time issues
● Complicates interpersonal relationship development
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Team Environment Leads to Team Environment Leads to SynergySynergy
• Makes workers happier by causing them to feel they are shaping their jobs
• Increases efficiency by eliminating management layers
• Enables a company to draw on talents of entire workforce
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Important Team SkillsImportant Team Skills
● Problem-solving and goal-setting
● Conflict resolution
● Distributed leadership
● Commitment to evaluate the group process
● Ability to understand needs of coworkers
● Effective communication
● Ability to deal with barriers
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Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Communication PatternsCommunication Patternsfor Successful Teamsfor Successful Teams
● Trust-building changes _____________ patterns
● _____ meetings educate employees
● ______ leadership involves management and employees
● Information flows ___ to management, down to workers, and ___________ among teams
communication
OpenShared
uphorizontally