Business Communication: Process and Product, 3e

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Communicating at Work
Includes material from Guffey Text Chapter 1
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Communication

• Communication is
• The process of sending
• and receiving messages.

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Critical Thinking

• Why should your strive to improve your
  communication skills? Why is it difficult to do?
• Recall a time when you experienced a
  communication problem . What were the causes of
  the problem? What were possible remedies?

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Activity

• Following verbal instructions

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The Communication ProcessBasic Model
2. Sender encodes idea in message
3. Message travels over channel
1. Sender has idea
4. Receiver decodes message
40-60 Loss of Meaning Between Step 1 and 4
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Miscommunication Example
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The Communication ProcessBasic Model
5. Feedback travels to sender
2. Sender encodes idea in message
3. Message travels over channel
1. Sender has idea
4. Receiver decodes message
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Feedback 4 Horsemen of the Apocalypse of
Communication

• Rationalizing/Defensiveness
• Criticizing/Attacking sender
• Contemptuousness/Sarcasm
• Silent treatment/Stonewalling

Source Gottman 7 Principles for Making Marriage
Work
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Relationships and Communication

• Relationship required for communication to occur
• 4-horsemen undermine foundation of
  relationships(trust/respect)
• Focus on de-escalating
• Naming/validating feelings
• Apologize
• Refocus on common goals

RELATIONSHIP
TRUST
RESPECT
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The Communication ProcessBasic Model
5. Feedback travels to sender
2. Sender encodes idea in message
3. Message travels over channel
1. Sender has idea
4. Receiver decodes message
6. Possible additional feedback to receiver
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Barriers to Interpersonal Communication

• Bypassing
• Differing frames of reference
• Lack of language skills
• Lack of listening skills

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More Barriers to Interpersonal Communication

• Emotional interference
• Physical distractions
• Competition for power, status, rewards

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Organizational Communication Barriers

• Closed culture
• Top-heavy structure
• Many layers (long lines of communication)
• Lack of trust (fear of reprisal)

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Which organizational communication barriers
contributed to this message distortion
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Overcoming Barriers

• Realize communication is imperfect
• Adapt message to receiver
• Choose effective channel(s)
• Improve language and listening skills
• Question assumptions/ preconceptions
• Plan for feedback

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The End