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Business Communication: Process and Product, 3e

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Business Communication: Process and Product, Mary Ellen Guffey, South-Western. – PowerPoint PPT presentation

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Title: Business Communication: Process and Product, 3e


1
Business Communication Process and Product, Mary
Ellen Guffey, South-Western.
2
Changes Affecting the Workplace
  • Heightened global competition
  • Flattened management hierarchies
  • Expanded team-based management
  • Innovative communication technologies
  • New work environments
  • Increasingly diverse workforce

Success in the new workplace requires excellent
communication skills.
3
The Communication Process Basic Model
1. Sender has idea
4
The Communication Process Basic Model
2. Sender encodes idea in message
1. Sender has idea
5
The Communication Process Basic Model
2. Sender encodes idea in message
3. Message travels over channel
1. Sender has idea
6
The Communication Process Basic Model
2. Sender encodes idea in message
3. Message travels over channel
1. Sender has idea
4. Receiver decodes message
7
The Communication Process Basic 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
8
The Communication Process Basic 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
9
(No Transcript)
10
Barriers to Interpersonal Communication
  • Bypassing
  • Limited frame of reference
  • Lack of language skills
  • Lack of listening skills
  • Emotional interference
  • Physical distractions

11
Understanding Shaped by
  • Communication climate
  • Context and setting
  • Background, experiences
  • Knowledge, mood
  • Values, beliefs, culture

12
Barriers That Block the Flow of Information in
Organizations
  • Closed communication climate
  • Top-heavy organizational structure
  • Long Lines of communication
  • Lack of trust between management and employees
  • Competition for power, status, rewards

13
Additional Communication Barriers
  • Fear of reprisal for honest communication
  • Differing frames of reference among communicators
  • Lack of communication skills
  • Ego involvement
  • Turf wars

14
Overcoming Communication Barriers
  • Realize that communication is imperfect.
  • Adapt the message to the receiver.
  • Improve your language and listening skills.
  • Question your preconceptions.
  • Plan for feedback.

15
Organizational Communication
  • Functions internal and external
  • Form oral and written
  • Form channel selection dependent on
  • Message content
  • Need for immediate response
  • Audience size and distance
  • Audience reaction
  • Need to show empathy, friendliness, formality
  • Flow
  • Formal down, up, horizontal
  • Informal grapevine

16
Communication Flowing Through Formal Channels
17
Forms of Communication Flowing Through Formal
Channels
Electronic E-mail Voicemail Intranet
Videotape Videoconferencing
Written Executive memos, letters Annual
report Company newsletter Bulletin board
postings Orientation manual
Oral Telephone Face-to-face conversation Company
meetings Team meetings
18
Message Distortion Downward Communication Through
Five Levels of Management
19
Message Distortion Downward Communication Through
Five Levels of Management
20
Message Distortion Downward Communication Through
Five Levels of Management
21
Message Distortion Downward Communication Through
Five Levels of Management
22
Message Distortion Downward Communication Through
Five Levels of Management
23
Message Distortion Downward Communication Through
Five Levels of Management
24
Surmounting Organizational Barriers
  • Encourage open environment for interaction and
    feedback.
  • Flatten the organizational structure.
  • Promote horizontal communication.
  • Provide hotline for anonymous feedback.
  • Provide sufficient information through formal
    channels.

25
Five Common Ethical Traps
  • The false-necessity trap
  • (convincing yourself that no other choice
    exists)
  • The doctrine-of-relative-filth trap
  • (comparing your unethical behavior with someone
    elses even more unethical behavior)
  • The rationalization trap
  • (justifying unethical actions with excuses)
  • The self-deception trap
  • (persuading yourself, for example, that a lie
    is not really a lie)
  • The ends-justify-the-means trap
  • (using unethical methods to accomplish a
    desirable goal)

26
Tools for Doing the Right Thing
  • Is the action you are considering legal?
  • How would you see the problem if you were on the
    other side?
  • What alternate solutions are available?
  • Can you discuss the problem with someone you
    trust?
  • How would you feel if your family, friends,
    employer, or co-workers learned of your action?

27
End
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