Lecture and Resource SlidesBCOM 3e, Lehman & DuFrene

© 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1

Establishing a Framework for Business Communication

Chapter 1

Learning Objectives

1. Define communication and describe the value for communication in business.

2. Explain the communication process model and the ultimate objective of the communication process.

3. Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels).

4. Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as a strategic force that influence the process of business communication.

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Communication Process Model

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Communication Process Barriers

• Differences in _________ level, experience, and culture

• Physical issues, such as _____or room temperature

• Mental distractions, such as developing a response instead of ________

education

noise

listening

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Communication Channels

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Flow of Information Within an Organization

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Communication Systems

Formal Formal systemsystem

Informal Informal systemsystem

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Dispelling Myths about the Grapevine

• Grapevine is ___ _____ or ____ accurate than other communication channels

• Message distribution is __________ rather than linear in nature

no more less

networked

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Levels of Communication

Continued

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Levels of Communication (cont.)

EXAMPLES

(cont.)

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Strategic Forces Influencing Business Communication

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Four Dimensions of Business Behavior

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Diversity Challenges

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Impacts of Technology

• Aids in collecting and organizing data

• Helps craft clearer and more effective messages

• Overcomes distance and time issues

• Complicates interpersonal relationship development

• Raises legal and ethical issues

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Team Environment Leads to Synergy

• Makes workers happier by causing them to feel they are shaping their jobs

• Increases efficiency by eliminating management layers

• Enables a company to draw on talents of entire workforce