Understanding Business Communication

download report

Transcript Understanding Business Communication

CONTEMPORARY BUSINESS COMMUNICATION Fourth Edition

PowerPoint Slides by Scot Ober

Credits:

Some of the images used herein were obtained from IMSI’s MasterClips © Collection, 75 Rowland Way, Novato, CA 94945, USA. Other clip art images are copyrighted by Microsoft Corporation.

Understanding business communication

 Communicating in organizations  The components of communication  Verbal communication  Directions of communication  Barriers to communication  Ethics and communication OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.1

The components of communication

Stimulus

Filter

Message

Medium

Destination

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.2

Verbal communication

Oral One-on-one conversations Written Memorandums Meetings Phone calls Presentations Letters Email Reports Videoconferences Miscellaneous

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.3

Formal communication network

CEO

Upward

VP-1

Cross-Channel

VP-2

Downward

MGR-1 MGR-2 MGR-3 MGR-4

Horizontal

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.4

The grapevine is ...

Business related

Accurate

Pervasive

Rapid

Most active during change

Normal

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.5

Ethics and communication

Defamation

Slander

Libel

Invasion of privacy

Fraud

Misrepresentation

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.6

Key terms

 abstract word  audience  communication  concrete word  connotation  defamation  denotation  email  ethics  euphemisms  feedback  filter  formal communication channel  fraud  informal communication channel  invasion of privacy OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.7

 jargon  letter  libel  medium  memorandum  message  misrepresentation  noise  nonverbal message  report  slander  slang  stimulus  verbal message OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.8

The components of communication

Communication is the process of sending and receiving messages through spoken or written words or through nonverbal means. Communication begins with an internal or external stimulus —an event that creates within you the need to communicate. Your brain receives the stimulus and filters (interprets) it, based upon your unique impression of reality as a result of your experiences, culture, emotions at the moment, personality, knowledge, socioeconomic status, and other variables.

You encode a response by forming a verbal message (composed of written or spoken words), a nonverbal message OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.9

(composed of facial expressions, gestures, voice qualities, and the like) or a combination of the two. The message is then transmitted through an appropriate medium, such as over the telephone for an oral message, in a memorandum or e-mail message for a written message, or as a nod of the head in a nonverbal message.

The destination is the point at which the transmitted message enters the sensory environment of the receiver. At this point, control passes from sender to receiver, and the transmitted message becomes the source, or stimulus, for the next communication. If the receiver responds by communicating, you receive feedback as to whether and how well your message was received.

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.10

Barry’s evaluation of Olivia Revised version:

Olivia’s college transcript indicates she’s a very intelligent individual. However, she received four reprimands from her supervisor for not making her quota of sales calls. On three occasions, she was late in submitting her monthly sales reports, and six times in her three years of employment with us she did not file receipts for all of her expenses. I felt that her job performance was not consistent with her ability.

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.11

Revision suggestions

U S

URBAN SYSTEMS

 Use a more positive, less threatening tone.

 Gain the reader’s attention with a positive idea.

 Omit the comments about lawsuits.

 Give specific details about the product.

 Omit the comments about the competition.

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.12

LAB 1 test

U 1.

PLACE

2.

ADJ

3.

NONR

4.

5.

DATE

expected to draw more than a thousand participants. “This will be 6.

QUOT

7.

8.

QUOT

best.” OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.13

S

URBAN SYSTEMS

U S

URBAN SYSTEMS

9.

Exhibitors are invited to enter their best new lighting products 10.

11.

IND

companies are invited to compete for the “Energy Miser” awards. 12.

Entries for each award will be evaluated by an international panel 13.

of lighting experts and will be awarded at the closing session of 14. the three-day conference.

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.15

U S

URBAN SYSTEMS

15.

16.

DIR AD

your company would be interested in supplying a speaker for one of 17.

the sessions. Although your company would be responsible for all 18.

INTRO SER

19.

20.

TRAN

accommodations if arrangements are made in advance. If you would be 21.

22.

interested in participating please call me at 555-1038 to discuss

, INTRO

the details of your sponsorship of this important industry event.

OBER,

CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED.

1.15