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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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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


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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

Email

Letters

Memorandums


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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


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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


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Nonverbal barriers

Inappropriate or conflicting signals

Differences in perception

Inappropriate emotions

Distractions


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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.

Documents

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