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Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER.

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Presentation on theme: "Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER."— Presentation transcript:

1 Basic Business Communication Skills for Empowering the Internet Generation N I N T H E D I T I O N Lesikar Flatley Communication in the Workplace C HAPTER 1

2 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 2 2 Overview Communication in the Workplace 1 The importance of communication Three forms of communication in business Formal and informal networks The process of communication Basic truths about communication

3 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 3 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

4 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 4 Evidence of Communication Weakness in Business Im 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

5 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 5 Main Forms of Communication in Business Operational Internal External Personal Intranets like this one from Deere & Company are used for internal communication.

6 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 6 Communication Networks Formal Network well-established, usually along operational lines planned Informal Network complex dynamic

7 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 7 Department Manager Supervisor Black Solid Lines = Formal Network Coral Dashed Lines = Informal Network (at a moment in time, for they change often) The Formal and Informal Communication Networks in a Division of a Small Manufacturing Company

8 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 8 Factors Affecting Volume of Communication in Business Nature of the business Operating plan People

9 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 9 A Model of the Communication Process 1.A message sent by Marci arrives in Kevins sensory world. 2.Kevins senses pick up the message, but may also pick up competing information. 3.Marcis message is filtered through Kevins unique mind and is given meaning. 4.The meaning given may trigger a response, which Kevins unique mind forms. 5.Kevin sends the message to Marci. It enters her sensory world, and a second cycle begins.

10 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 10 A Model of the Communication Process (continued) 1.A message sent by Kevin arrives in Marcis sensory world. 2.Marcis senses pick up the message, but may also pick up competing information. 3.Kevins message is filtered through Marcis unique mind and is given meaning. 4.The meaning given may trigger a response, which Marcis unique mind forms. 5.Marci sends the message to Kevin. It enters his sensory world, and another cycle begins.

11 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 11 How Oral and Written Communication Differ is more likely to involve creative effort, has longer cycles, and usually has fewer cycles. Written communication

12 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 12 Some Basic Truths about Communication Meanings sent are not always received. Meaning is in the mind. The symbols of communication are imperfect.

13 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 13 Adaptation

14 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. 14 Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all. --William Zinsser, Author On Writing Well


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