CHAPTER 1

Communication in the
Workplace

Basic Business Communication Lesikar

Skills for Empowering the Internet Generation
Flatley
N I N T H E D I T I O N
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Overview
1
Communication in the Workplace
The importance of communication
Three forms of communication in business
Formal and informal networks
The process of communication
Basic truths about communication

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 3

The Importance of Communication Skills as

Expressed by Business Authorities
Top executives from Fortune 500 companies rate
communications skills as the most important quality for
business leaders.
--Business Section
New York Times
There may be no single thing more important in our efforts
to achieve meaningful work and fulfilling relationships
than to learn and practice the art of communication.
--Max De Pree, Author
The Art of Leadership

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 4

Evidence of Communication
Weakness in Business
Im surprised how so many people struggle with
communication.
--Michael Rook, Production Manager
Hewlett Packard, San Diego, CA

The first thing the Human Resources Department did

was give me a writing book.
--Sam Reeves, IT Consultant
AMS, Denver, CO
Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
 5

Main Forms of
Communication in Business
Operational
Internal
External

Personal

Intranets like this one from

Deere & Company are used
for internal communication.
Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
 6

Communication Networks
Formal Network
well-established, usually
along operational lines
planned

Informal Network
complex
dynamic

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 7

The Formal and Informal Communication Networks

in a Division of a Small Manufacturing Company
Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Coral Dashed Lines = Informal Network (at a moment in time, for they change often)
Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
 8

Factors Affecting Volume of

Communication in Business
Nature of the business

Operating plan

People

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 9

A Model of the Communication Process

1. A message sent by Marci arrives
in Kevins sensory world.
2. Kevins senses pick up the
message, but may also pick up
competing information.
3. Marcis message is filtered
through Kevins unique mind and
is given meaning.
4. The meaning given may trigger a
response, which Kevins unique
mind forms.
5. Kevin sends the message to
Marci. It enters her sensory
world, and a second cycle begins.
Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
 10

A Model of the Communication Process

(continued)
1. A message sent by Kevin arrives
in Marcis sensory world.
2. Marcis senses pick up the
message, but may also pick up
competing information.
3. Kevins message is filtered
through Marcis unique mind and
is given meaning.
4. The meaning given may trigger a
response, which Marcis unique
mind forms.
5. Marci sends the message to
Kevin. It enters his sensory
world, and another cycle begins.
Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
11 11

How Oral and Written

Communication Differ
Written communication
is more likely to involve creative effort,

has longer cycles,

and usually has fewer cycles.

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 12

Some Basic Truths about

Communication
Meanings sent are not always received.

Meaning is in the mind.

The symbols of communication are imperfect.

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 13

Adaptation

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 14

Writing is thinking on paper. Anyone

who thinks clearly should be able to
write clearly about any subject at all.
--William Zinsser, Author
On Writing Well

Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved.