8e

COMMUNICATING IN
BUSINESS
Lecture 1
Foundations of Business Communication

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 Understanding Business Communication

LO1
LO2
Components
Communicatio
of
n
Communicatio
Barriers
n

LO4
LO3
Legal and
Communicatio
Ethical
n Media
Communicatio
Choices
n

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 Understanding Business Communication

Components
Communicatio
of
n
Communicatio
Barriers
n

Legal and
Communicatio
Ethical
n Media
Communicatio
Choices
n

Copyright © 2013 Cengage Learning

 [Click
Components
to edit of
Master
Communication
title style]

Feedback

Message
Stimulus Destination
Create a
Internal message Enter the
stimulus Message sensory
Filter
Filter
(audience Medium
Medium
environment
External
Interpret the and adapt (transmission) of receiver
stimulus
stimulus message)

Feedback
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Noise Noise

Components | Barriers | Mediums | Ethics

 [Click
Components
to edit of
Master
Communication
title style]

An event that creates a Feedback

need to communicate

Message
Stimulus Message Destination
Filter
Filter Medium
Medium

Feedback
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Noise Noise

Components | Barriers | Mediums | Ethics

 [Click
Components
to edit of
Master
Communication
title style]
Perception based on one’s
knowledge, experience,
and viewpoints. Once your
brain receives message,
Feedback
you interpret the message
and decide how to
respond.
Message
Stimulus Message Destination
Filter
Filter Medium
Medium

Feedback
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Noise Noise

Components | Barriers | Mediums | Ethics

 [Click
Components
to editWhether
ofMaster
Communication
the
communication
title style]
communication
achieves the
sender’s objective
depends on how
Feedback
well the sender
construct the
message.

Message
Stimulus Message Destination
Filter
Filter Medium
Medium

Feedback
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Noise Noise

Components | Barriers | Mediums | Ethics

 [Click
Components
to edit of
Master
Communication
title style]

Feedback
The form of a message—
for example, an email or
phone call
Message
Stimulus Message Destination
Filter
Filter Medium
Medium

Feedback
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Noise Noise

Components | Barriers | Mediums | Ethics

 The point when control

[Click
Components
to edit of
Master
Communication
title style] passes from the sender to
the receiver. Assuming the
message is transmitted, it
then become the stimulus
for next communication
episode and the process
Feedback begins again

Message
Stimulus Message Destination
Filter
Filter Medium
Medium

Feedback
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Noise Noise

Components | Barriers | Mediums | Ethics

 [Click
Components
to edit of
Master
Communication
title style]

Feedback

Message
Stimulus Message
Receiver’s feedback mayMedium Destination
Filter
Filter Medium
prompt the sender to
modify his or her
intended message
Feedback
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Noise Noise

Components | Barriers | Mediums | Ethics

 [Click
Components
to edit of
Master
Communication
title style]

Feedback

Message
Stimulus Message Destination
Filter
Filter Medium
Medium

Any distraction during

the communication
Feedback
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process

Noise Noise

Components | Barriers | Mediums | Ethics

 Directions of Formal Communication

Downward Communication
Flow of information from managers to their
employees (people who report to them)

Upward Communication
Flow of information from lower-level
employees to upper-level employees or
managers

Lateral (or Horizontal) Communication

Flow of information among peers within
an organization
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Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning
 The Grapevine

Informal communication can be

business related or personal. Informal
communication is not planned by the
organization, flows in all directions, and
helps to develop and maintain positive
human relationships.

Information flowing vertically and horizontally within

an organization involves three or more individuals-
this communication pattern is called serial
communication.

Some serial communication follows a pattern known

as the grapevine. It follows a random pattern.
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Message travel through grapevine can be positive,

neutral, or negative.

Negative grapevine often referred to as gossip.

Components | Barriers | Mediums | Ethics
 Understanding Business Communication

Components
Communicatio
of
n
Communicatio
Barriers
n

Legal and
Communicatio
Ethical
n Media
Communicatio
Choices
n

Copyright © 2013 Cengage Learning

 [Click
VerbaltoCommunication
edit Master title
Barriers
style]

Inadequate Differences in
Language
Knowledge or Interpretation
Differences
Vocabulary Connotative vs. Denotative

Inappropriate Use
of Expressions Overabstraction Polarization
Slang, jargon, and Ambiguity
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Euphemisms

Components | Barriers | Mediums | Ethics

 [Click to edit Master title style]
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Components | Barriers | Mediums | Ethics

 More Mistranslated Signs
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Components | Barriers | Mediums | Ethics

 Do You Know These Terms?
Term Definition

• Search Engine Optimization: improving the

SEO
visibility of websites in search engines

• Joint Photographic Experts Group: a

JPEG
compression technique for color images

Retweet • Sending tweets that others wrote on Twitter

• Voice over Internet Protocol: used for making

VoIP
Internet phone calls
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Patch • A quick fix for a programming defect

Components | Barriers | Mediums | Ethics

 Nonverbal Communication
[Click to edit Master titleBarriers
style]

Inappropriate
Differences in
or Conflicting
Perception
Signals

Inappropriate
Emotions Distractions
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Components | Barriers | Mediums | Ethics

 Understanding Business Communication

Components
Communicatio
of
n
Communicatio
Barriers
n

Legal and
Communicatio
Ethical
n Media
Communicatio
Choices
n

Copyright © 2013 Cengage Learning

 Traditional Communication Channels

Written Communication Examples

• Colorful brochures
• Financial statements
• Solicitation letters
• Complex reports
• Periodicals (magazines, journals,
newspapers)
Oral Communication Examples
• One-on-one meetings
• Team meetings
• Conferences
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Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning

Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning

Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning

Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning

Components | Barriers | Mediums | Ethics

Copyright © 2013 Cengage Learning

Components | Barriers | Mediums | Ethics

 Technology-Based Communication Channels

Email, Phone, Instant and Text Social Media

Voice Mail Messaging
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Components | Barriers | Mediums | Ethics

 [ClickSocial
to edit
Media
Master
Examples
title style]
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Components | Barriers | Mediums | Ethics

 [Click
Communication
to edit Master
Mediatitle
Choices
style]

Teleconferencing Brochure
Face-to-Face Meeting Phone Call Blog IM
Newsletter
Videoconferencing Voice Message Microblog
Flier

RICH LEAN

Online Meeting Video Report Email

Vlog Text Message
In-Person Oral Presentation
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Components | Barriers | Mediums | Ethics

 Choosing
[Click Communication
to edit Master title Media
style]

Relationship Considerations Logistical Considerations

• New or existing relationship? • Length and complexity of the

• message?
Good news or bad?
• Number and location of recipients?
• Feedback needed?
• Urgency of the message?
• Audience level and preference?
• Probability of audience
• Likely audience reaction?
understanding?
• Confidential message?
• Access to technology?
• Documentation needed?
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How do these factors affect the medium you choose for your message?

Components | Barriers | Mediums | Ethics

 Understanding Business Communication

Components
Communicatio
of
n
Communicatio
Barriers
n

Legal and
Communicatio
Ethical
n Media
Communicatio
Choices
n

Copyright © 2013 Cengage Learning

 [Click
Avoid
to Legal
edit Master
Consequences
title style]

If you delete an email,

isn’t it gone forever?

• Avoid writing or saying anything that you would not like to

become public.
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• Read and sign your company’s social media policy carefully.

Components | Barriers | Mediums | Ethics

 3 Types of Ethics

Professional Social Individual

Ethics Ethics Ethics
Defined by a
Defined by an person
Defined by
organization (based on
society
(follow family values,
(receiving gift)
guidelines) experience
and etc)
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Components | Barriers | Mediums | Ethics

 Ethical Decision Making

1. Is the action legal?

2. Does the action comply with your company’s policies and

guidelines?

3. Who will be affected by your decision and how?

4. Does the action comply with company values?

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5. How will you feel after the decision is known?

Components | Barriers | Mediums | Ethics