1 Professional Communication Section 1.1 Introduction to Professional Communication.

1 Professional Communication

Section 1.1Introduction to

Professional Communication

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Objectives• Explain the meaning of professional

communication.• Identify the steps in the communication

process.• Distinguish between informal and formal

communication.


Key Termsinterpersonal

communication

small group communication

public communication

decoding

feedback

informal communication

etiquette

formal communication

protocol

peer

communication

professional communication

rhetoric

goodwill

communication process

sender

encoding

transmission

channel

receiver


ssential

What makes communication professional?

uestion


Professional Communication

• Communication is the process of using words, sounds, signs, or actions to exchange information or express thoughts

• Professional communication incorporates written, verbal, visual, and digital communication to provide factual information that is usable in the workplace


Professional Communication (continued)

• All communication has a purpose– Inform: provide information or education– Persuade: attempt to change receiver’s behavior– Instruct: provide direction or guidance– Make a request: to ask a question– Respond to a request: answer a question


Professional Communication (continued)

• Rhetoric is the study of writing or speaking as a way of communicating information or persuading an individual

• Goodwill is the advantage an individual or an organization has due to its good reputation; it cannot be bought


Communication Process

• The communication process is a series of actions on the part of the sender and the receiver of a message and the path the message follows

• Six elements of the communication process:– sender– message– channel– receiver– translation– feedback


Communication Process (continued)



• Sender– Person who has a message to communicate– Begins the communication process– Uses intrapersonal communication to sort through

the information he or she wants to convey



• Message– May be written words, spoken words, pictures, or

other visuals – Encoding is the process of turning the idea for a

message into symbols that can be communicated



• Channel– Act of sending a message is transmission– Channel is how the message is transmitted



• Receiver– Person who reads, hears, or sees the message– Also known as audience– Communication can be interpersonal, small group,

or public• Interpersonal occurs between the sender and

one other person• Small group occurs among 3 to 20 people• Public occurs with a group larger than 20 people



• Translation– Decoding is translating a message into terms the

receiver can understand– Occurs in the receiver’s mind– Message is not received if the receiver does not

understand



• Feedback– Receiver’s response to the sender– Providing feedback tells the sender whether the

message was understood as intended


Informal and Formal Communication

• Communication can be informal or formal– Informal communication is casual sharing of

information with no customs or rules of etiquette involved

• Etiquette is the act of using good manners in any situation

– Formal communication is sharing of information that conforms to specific protocol

• Protocol is a set of customs or rules of etiquette


Informal and Formal Communication (continued)

• Formal communication flows in three directions:– Upward flows from people in lower levels to those

in higher ones– Lateral occurs between peers, who are persons

of equal standing in work position– Downward flows from people in higher levels to

those in lower ones


Informal and Formal Communication (continued)


1. What is the purpose of professional communication?

The purpose of professional communication will usually fall into one of these categories: inform, persuade, instruct, make a request, and respond to a request.

2. List the elements of the communication process.

The six elements of the process are the sender, message, channel, receiver, translation, and feedback.

3. Explain the role of a channel in the communication process.

The channel is how the message is transmitted such as face-to-face conversation, telephone, text, or any other vehicle that is appropriate for the situation.

Section 1.1 Review


4. Explain the difference between formal and informal communication.

Formal communication is sharing of information that conforms to established rules. Formal communication typically takes place in letters, e-mails, presentations, or other messages that are planned and put into words. Informal communication is casual sharing of information with no customs or rules of etiquette involved. Reporting hierarchy is not important in informal communication. People from various levels, divisions, and positions interact with each other in a casual way. Informal communication could be text messaging, telephone calls, or just talking in the hallway.

Section 1.1 Review


5. Explain how to identify standards for making appropriate communication choices in the workplace.

Protocol is the set of customs or rules of etiquette that dictate how certain levels of employees interact with each other. Following protocol will help you identify standards for making appropriate communication choices.

Section 1.1 Review

Section 1.2Communicating

Effectively


Objectives• Describe types of communication.• Identify barriers to effective communication.


Key Termswritten communication

Standard English

visual communication

verbal communication

nonverbal communication

context

body language

personal space

paralanguage

barrier

sending barrier

receiving barrier


ssential

How does the way in which you communicate affect what you communicate?

uestion


Types of Communication

• Communication can be:– Written and visual – Verbal– Nonverbal


Types of Communication (continued)

• Written communication– Recording words through writing– Requires Standard English, which is English

language usage that follows accepted rules for spelling, grammar, and punctuation

• Visual communication – Using visual aids or graphics to communicate an

idea or concept– Adds clarity, understanding, and interest to attract

and maintain attention



• Verbal communication– Speaking words to communicate– Also known as oral communication



• Nonverbal communication – Action, behavior, or attitude that sends a message

to the receiver– Must be considered in context, which is the

environment or setting in which something occurs or is communicated

• Context determines what the nonverbal message means



• Nonverbal communication – Body language– Eye contact– Touch– Personal space– Behavior– Attitude



• Body language messages sent through gestures, facial expressions, posture, and other body actions

• Eye contact is looking directly at another person without staring

• Touch—handshake only acceptable contact• Personal space is the physical space between

two individuals• Behavior—actions speak louder than words• Attitude—paralanguage is the attitude projected

with the tone of a person’s voice


Barriers to Effective Communication

• Barrier – Anything that prevents clear, effective

communication– Two common types

• A sending barrier can occur when the sender says or does something that causes the receiver to stop listening

• A receiving barrier occurs when the receiver says or does something that causes the sender’s message to not be received


1. List the types of professional communication.

Written and visual communication, verbal communication, and nonverbal communication.

2. Describe the importance of planning before communicating verbally.

You must plan and organize your thoughts to select the appropriate words for the message. This might be as simple as thinking before you speak. It could also be as elaborate as outlining a presentation and practicing several times before you deliver it. Planning always involves thinking about who will receive the message and what you want to accomplish.

Section 1.2 Review


3. Explain why body language is important in professional communication.

Body language is nonverbal messages sent through gestures, facial expressions, posture, and other body actions. The receiver picks up on these cues and they become an important part of your message. This is why being aware of body language is an essential professional skill. In the business environment, you must be aware of the nonverbal messages you send and receive. Otherwise, you run the risk of sending the wrong message or feedback.

Section 1.2 Review


4. How do sending and receiving barriers occur?

A sending barrier can occur when the sender says or does something that causes the receiver to stop listening. A receiving barrier can occur when the receiver says or does something that causes the sender’s message not to be received.

5. What is the difference between hearing and listening?

While hearing is physical ability, listening is a conscious action.

Section 1.2 Review

1 Professional Communication Section 1.1 Introduction to Professional Communication.

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Transcript of 1 Professional Communication Section 1.1 Introduction to Professional Communication.