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OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.1
Understanding BusinessCommunication
Business Communication Session I
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Session 1
Introduction to CommunicationComponents
Nature and Types
Barriers to Communication
Ethics and Communication
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Communicating in Organizations
An organization is a group of people workingtogether to achieve common goals.
Communication is vital to that process.
Understanding how communication works inbusiness and how to communicate competentlywithin an organization can help you participatemore effectively in every aspect of business.
Competent writing and speaking skills will help
you get hired, perform well, and earn promotions.
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OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.2
The components of communication
Stimulus
FilterMessage
Medium
Destination
F
eedbac
k
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Dave Kaplan Case
Let us follow the case of Dave Kaplan a Chemical Engineer atIndustrial Chemical ,INC .In 1998, in the process of workingon another project, Dave developed ULTRA LIGHT ,a flat,electroluminescent sheet of material that serves as a lightsource .Dave could see the enormous business opportunityoffered by a paper-thin light fixture ,such as Ultra Light ,which was bendable and could be produced in a variety ofshapes and sizes. The market for lighting is vast ,and Dave,even though at the time an engineer and not a businessman ,felt the sting of inventing a device that had greatpotential ,but that belonged to somebody else (Industrial
Chemical ,INC). He was disappointed in ICs eventual decisionnot to manufacture and market this product .As we learntwhat happened to Dave Caplan after ICs decision , we willexamine the components of communication ,one at a time
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Match the following
Incident
1 Dave receives amemorandum from the
head of R&D
2 He interprets the memoto mean that IC has nointerest in his invention
3 He decides to relay this
information to hisbrother
4 He telephones Marc
5 His brother receives thecall.
6. Marc listens and givesDave his reaction
CommunicationComponent
He filters the stimulus
Marc provides feedback
The message reaches itsdestination
He selects a medium
He forms a message
Dave receives a stimulus
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Correct Answer
Incident
1 Dave receives amemorandum from thehead of R&D
2 He interprets the memoto mean that IC has nointerest in his invention
3 He decides to relay thisinformation to hisbrother
4 He telephones Marc
5 His brother receives thecall.
6. Marc listens and givesDave his reaction
Communication Component
2 He filters the stimulus
6 Marc provides feedback
5 The message reaches itsdestination
4 He selects a medium
3 He forms a message
1 Dave receives a stimulus
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The Components of Communication
Communication is the process ofsending and receiving messagesthrough spoken or written words orthrough nonverbal means.
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The Components of Communication
The Stimulus Internal or Externalis an event that creates
within an individual the need to communicate.
You respond to the stimulus by formulating amessage, either a verbal message (written orspoken words), a nonverbal message (non-written and non-spoken signals), or somecombination of the two.
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The Filterconsists of a person's unique impression of realitybased on that person's experiences, culture,
emotions at the moment, personality, knowledge,socioeconomic status, and other variables. Thebrain receives the stimulus that is the source ofthe communication, interprets the stimulus, andderives meaning from it in determining what
responseif anyis necessary.
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The Message
The message consists of the verbal
and nonverbal symbols thatrepresent information you want totransmit. The extent to which yourcommunication achieves its goal
depends directly on how youconstruct your message to suit youraudience
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The Medium
The medium is the form the
message takes. The medium can beoral (for example, a phone call),written (a letter), or nonverbal (asmile).
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The destination
The greatest problem incommunication is the illusionthat it has been accom-plished.
George Bernard Shaw
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.3
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The destination
The destination is the point at which thetransmitted message enters the sensoryenvironment of the receiver. At this point,
control passes from the sender to thereceiver, and the transmitted messagebecomes the source, or stimulus, for thenext communication. A response or
reaction to a message providesfeedback.
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FACE
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Nature of Communication
From a look at the communicationmodel it is very easy to infer thatcommunication is a linear and staticprocess-flowing in an orderlyfashion from one stage to the next-and that one can easily separate the
communicators into senders andreceivers. But that is not at all whathappens.
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Two or more people often send andreceive messages simultaneously. While aperson is receiving one message ,he may
be at the same time sending anothermessage. For example, the look on theface as one is receiving the message maybe sending a new message to the sender.
This may mean that the receiver eitherunderstands the message, agrees with itor is baffled by it.
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Now this feedback may prompt thesender to modify his or her intendedmessage.
Thus artificially freezing the action inorder to examine each step of thecommunication process may lead to lose
some of the dynamic richness of theprocess in terms of both its verbal andnon-verbal components.
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Verbal communication
Oral
Videoconferences
Presentations
Phone calls
Meetings
One-on-one conversations
Written
Miscellaneous
Reports
Letters
Memorandums
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.4
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Downward
Formal communication network
CEO
VP-1
MGR-1 MGR-2
VP-2
MGR-3 MGR-4
Upward
Horizontal
Cross-Channel
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.5
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OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.6
The grapevine is ...
Business related
Accurate
Pervasive
Rapid
Most active during change
Normal
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Verbal barriers
Inadequate knowledge orvocabulary
Differences in interpretation Language differences
Inappropriate use of expressions
Over abstraction and ambiguity
Polarization
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.7
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Nonverbal barriers
Inappropriate or conflicting signals
Differences in perception
Inappropriate emotions
Distractions
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.8
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OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.9
Ethics and communication
Defamation
Slander
Libel
Invasion of privacy
Fraud
Misrepresentation
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Other Ethical Considerations.
Is this message true?
Does it exaggerate?
Does it withhold or obscure information
that should be communicated?
Does it promise something that can notbe delivered?
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Does it betray confidence?
Does it play unduly on the fears of
the reader? Does it reflect the wishes of the
organization?
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Remember !!!
Competent communicators use theirknowledge of Communication toachieve their goals while acting inan ethical manner.
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Communication Process
Use an incident from any recenttelevision program to illustrate eachof the five components of thecommunication process. Identifyany communication barrier that youobserve.
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Communication Directions
Think of an organization that youare familiar with. Provide a specificillustration of each of the fourdirections in the formalcommunication network. Alsodevelop an organizational chart
representing this.
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