Making Connections in a Digital World

Business Communication
Lesikar + Flatley + Rentz

Major Danesh
What is Communication?
 chapter one

Communication in the Workplace

 Overview

 The importance of communication

 Media of communication
 The three main categories of communication
in business
 Formal and informal networks
 The business communication process
 Basic truths about communication
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
 Evidence of Communication
Weakness in Business
“I’m 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
Media of Communications
Media of Communications

Written communication
Oral communication
Visual communication
Audio visual communication
Computer based communication
 Written communication

Has to be written and transmitted in written forms

Merits: Limitations:
• Accurate • Time consuming
• Precise • Expensive
• Permanent record/ Legal • Quick clarification is not
document possible
• Can reach a large number
of people
 Oral communication

Face to face conversation, telephone conversation,

radio broadcasts, interviews, group discussion,
announcement, conference, speeches..etc
 Oral communication

Merits:
Limitations:
• Saves time & money
• Difficult for distance
• More forceful people
• Conveys shades of • Unsuitable for lengthy
meaning messages
• Immediate feedback & • Messages cannot be
clarification retained for long
• More effective with • No legal validity
groups
 Visual communication

Gesture, facial expressions, tables, charts, graphs,

posters, diagrams…etc

•Can be very effective if used in combination with other

media
Body language:
• Eye movement (rolling, winking, twinkling, staring)
• Blank or puzzled face
• Biting nails
• Raising feast …..etc
 Audio Visual communication

It is a combination of sight and sound. May take

written word also.

It is very effective and suitable for mass publicity and mass

education. Like television and cinema, etc
 Computer based communication
Voice mail, text message, e mail, video conference,
answering machine come under this.

Merits: Limitations:
• Minimized the time and • Legal validity
space gap • Fear of leakage
• Video conference can
• Technological hassrasment
replace personal meeting
• Can be recorded
• World wide web
communication

Silence?
 Main Forms of
Communication in Business
 Main Forms of
Communication in Business
 Operational
– Internal
– External

 Personal

Intranets (or portals) like this one

from Deere & Company are used
for internal communication.
 Main Forms of
Communication in Business

Internal Operational

– Within Business
– Operating plan
– Order, instruction, etc
– Various reports
 Main Forms of
Communication in Business

External Operational

 Outside organization
 Supplier, customer, govt..
 Brochures, sales callbacks, ..
 All public relations….messages
 Main Forms of
Communication in Business

Personal

 All communication may not be operational

 Social element….stranger…
 Can have significant effect
 Attitude and productivity
 Too much or Absolute denial ..
Communication Networks
 Communication Networks

Formal Network (Arteries)

Well-established, usually along operational lines
Depends on certain established forms
Planned and managed
 Communication Networks
Informal Network (veins)
Complex
Dynamic

Grapevine
- Carry more in formations
-Wise manager recognizes
 The Formal and Informal Communication
Networks in a Division of a Small Manufacturing
Company

Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
Factors Affecting the Communication
in a Business

 Nature of the business

 Business environment
 Geographic dispersion
 People
 Company culture
Business Communication Process
and Context
The Business Communication Process
1. sensing a need 7. receive message
2. define situation 8. interpret
3. possible strategies 9. decide a response
4. select course 10. reply back
5. compose the message
6. send message
 Some Basic Truths about
Communication

- Meaning is in the mind, and no two minds are

alike.

- The symbols for communicating are

imperfect, and so are our best
communication efforts.

- Communication is about information and

relationships.
Adaptation
Any question??
Ice Breaking