Chapter 1

Understanding
Workplace
Communication

© 2014 by McGraw-Hill Education. This is proprietary material

solely for authorized instructor use. Not authorized for sale or
distribution in any manner. This document may not be copied,
scanned, duplicated, forwarded, distributed, or posted on a
website, in whole or part.
 What is Communication?
• The act of transferring
information/message/news
• Between multiple parties
• Sender utilizes an appropriate channel to deliver
• Receiver receives the message and decodes it
• A feedback/reply from the receiver ensures that
the message has been delivered and understood
• Correct any misunderstanding/confusion if
required
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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 Importance of Communication
• Perspective employers- look for efficient and
effective communicators when employing
• Deloitte: rates it as the most ‘desirable trait’ in
a job candidate
• However, not a trait that can be easily
assessed
• The higher you go up the hierarchy the better
you need to communicate
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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 Communication Challenges

• The need for expanded media literacy

• Increased global nature of the business
• Increased workplace diversity
• Increased focus on ethics and social
responsibility (negative publicity travels fast)

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 Factors Impacting Communication

• Nature of the business

• Size and complexity
• Geographic dispersion
• Organizational culture

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 Types of Business Communication

• Internal-Operational: The communication

required to get work done within a business
• External-Operational: Work related
communication with people outside the
business
• Personal: Non-business/business related
exchange of information and feelings among
people
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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 External Audiences

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document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 Communication Networks in an Organization

• Formal- Well-established, stable, main lines of

operational communication in the organization.
– Memos, emails, reports, orders, instructions,
newsletter, bulletin boards, intranet
• Informal- Consisting mainly of personal
communications which may or may not support
the formal communication
– Grapevine: information converges a long way by
passing from one person to another leaving no
indication from which point it started
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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 What is the Context?

• Organizational- What organization you belong

to and to what type of a organization are you
communicating to
• Professional- Which level of the hierarchy are
you addressing your message to
• Personal- Family, upbringing, culture,
heritage, experience, schooling etc.

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 A Model of Business Communication

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 Process of Communication
1. Sensing a communication need
2. Defining the situation
3. Consider possible options of communication
4. Selecting one of them
5. Composing the message

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
 Process of Communication
6. Sending the message
7. Receiving the message
8. Interpreting the message
9. Deciding on a response
10. Replying to the message

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.