1. Business Communication Arif Altaf

2. Ch. 1, Slide 2 Changes Affecting the Workplace Heightened global competition Flattened management hierarchies Expanded team-based management Innovative communication technologies New work environments Increasingly diverse workforce

3. Arif Altaf Success for YOU in the new global and diverse workplace requires excellent communication skills!

4. Arif Altaf The Communication Process Basic Model

5. Arif Altaf The Communication Process Basic Model 1. Sender has idea 1. Sender has idea

6. Arif Altaf The Communication Process Basic Model 1. Sender has idea 1. Sender has idea

7. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 1. Sender has idea 1. Sender has idea

8. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 1. Sender has idea 1. Sender has idea

9. Arif Altaf The Communication Process Basic Model 3. Message travels over channel 3. Message travels over channel 2. Sender encodes idea in message 2. Sender encodes idea in message 1. Sender has idea 1. Sender has idea

10. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea

11. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message

12. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message

13. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender 5. Feedback travels to sender

14. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender 5. Feedback travels to sender

15. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender 5. Feedback travels to sender

16. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 6. Possible additional feedback to receiver 6. Possible additional feedback to receiver 5. Feedback travels to sender 5. Feedback travels to sender

17. Arif Altaf The Communication Process Basic Model 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 3. Message travels over channel 1. Sender has idea 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 6. Possible additional feedback to receiver 6. Possible additional feedback to receiver 5. Feedback travels to sender 5. Feedback travels to sender

18. Arif Altaf The Communication Process Expanded Model

19. Arif Altaf Barriers to Interpersonal Communication Bypassing Limited frame of reference Lack of language skills Lack of listening skills Emotional interference Physical distractions

20. Arif Altaf Communication climate Context and setting Background, experiences Knowledge, mood Values, beliefs, culture Understanding is shaped by

21. Arif Altaf Barriers That Block the Flow of Information in Organizations Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and employees Competition for power, status, rewards

22. Arif Altaf Additional Communication Barriers Additional Communication Barriers Fear of reprisal for honest communication Differing frames of reference among communicators Lack of communication skills Ego involvement Turf wars

23. Arif Altaf A Classic Case of Miscommunication In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!”

24. Arif Altaf A Classic Case of Miscommunication As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!”

25. Arif Altaf Analysis of Flawed Communication Process

26. Arif Altaf Analysis of Flawed Communication Process Sender has idea Warn boater Sender has idea Warn boater

27. Arif Altaf Analysis of Flawed Communication Process Sender has idea Warn boater Sender has idea Warn boater Sender encodes message “Low water!” Sender encodes message “Low water!”

28. Arif Altaf Analysis of Flawed Communication Process Sender has idea Warn boater Sender has idea Warn boater Sender encodes message “Low water!” Sender encodes message “Low water!” Channel carries message Message distorted Channel carries message Message distorted

29. Arif Altaf Analysis of Flawed Communication Process Sender has idea Warn boater Sender has idea Warn boater Sender encodes message “Low water!” Sender encodes message “Low water!” Channel carries message Message distorted Channel carries message Message distorted Receiver decodes message “Hello Walter!” Receiver decodes message “Hello Walter!”

30. Arif Altaf Barriers That Caused Cronkite Miscommunication Frame of reference Language skills Listening skills Receiver accustomed to acclaim and appreciative crowds. Maine accent makes "water" and "Walter" sound similar. Receiver more accustomed to speaking than to listening.

31. Arif Altaf Barriers That Caused Cronkite Miscommunication Emotional interference Physical barriers Ego prompted receiver to believe crowd was responding to his celebrity status. Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills?

32. Arif Altaf Overcoming Communication Barriers Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills. Question your preconceptions. Plan for feedback.

33. Arif Altaf Organizational Communication Functions: internal and external Form: oral and written Form: channel selection dependent on Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality Flow: Formal: down, up, horizontal Informal: grapevine

34. Arif Altaf Communication Flowing Through Formal Channels Downward Management directives Job plans, policies Company goals Mission statements Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline

35. Arif Altaf Forms of Communication Flowing Through Formal Channels Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing Oral Telephone Face-to-face conversation Company meetings Team meetings

36. Arif Altaf MISCOMMUNICATION IN PRODUCT EVOLVEMENT

37. Arif Altaf As Marketing Requested It

38. Arif Altaf As Sales Ordered It

39. Arif Altaf As Engineering Designed It

40. Arif Altaf As Production Manufactured It

41. Arif Altaf As Maintenance Installed It

42. Arif Altaf What the Customer Wanted

43. Arif Altaf Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors100%

44. Arif Altaf Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors100% received by vice-president 63%

45. Arif Altaf Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors100% received by vice-president 63% received by general supervisor 56%

46. Arif Altaf Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors100% received by vice-president 63% received by general supervisor 56% received by plant manager 40%

47. Arif Altaf Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30%

48. Arif Altaf Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20%

49. Arif Altaf Surmounting Organizational Barriers Encourage open environment for interaction and feedback. Flatten the organizational structure. Promote horizontal communication. Provide hotline for anonymous feedback. Provide sufficient information through formal channels.

50. Arif Altaf Five Common Ethical Traps The false- necessity trap (convincing yourself that no other choice exists) The doctrine-of- relative-filth trap (comparing your unethical behavior with someone else’s even more unethical behavior)

51. Arif Altaf Five Common Ethical Traps The rationalization trap (justifying unethical actions with excuses) The self-deception trap (persuading yourself, for example, that a lie is not really a lie) The ends-justify-the-means trap (using unethical methods to accomplish a desirable goal)

52. Arif Altaf Tools for Doing the Right Thing Is the action you are considering legal? How would you see the problem if you were on the other side? What alternate solutions are available?

53. Arif Altaf Tools for Doing the Right Thing Can you discuss the problem with someone you trust? How would you feel if your family, friends, employer, or co-workers learned of your action?

54. Arif Altaf EndEnd