1. CHAPTER 1 Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Establishing a Framework for Business Communication

2. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1Define communication and describe the value for communication in business. 2Explain the communication process model and the ultimate objective of the communication process. 3Discuss how information flows in an organization (formally and informally; downward, upward, and horizontally; and through various levels). 4Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as contextual forces that influence the process of business communication.

3. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. What is communication? ● The process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior.

4. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Types of Workplace Communication Listening/contributing to decision making Attending meetings Writing messages Presenting and clarifying information Coordinating work and work processes Evaluating and counseling others Promoting organization products, services, and image

5. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Channels

6. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process Model

7. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

8. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Flow of Information

9. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Directions for Communication Flow ● Downward communication: communication that flows from supervisor to employee, from policy makers to operating personnel, or from top to bottom on the organizational chart ● Upward communication: a type of communication that is generally a response to requests from supervisors ● Horizontal (or lateral) communication: interactions between organizational units on the same hierarchical level 9

10. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Systems Formal system Informal system

11. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Levels of Communication

12. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Contextual Forces Influencing Business Communication

13. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Causes of Illegal and Unethical Behavior ● Excessive emphasis on ______ ● _________ corporate loyalty ● Obsession with _______ advancement ● Expectation of not getting ______ ● Unethical ____ set by top management ● ___________ about whether an action is wrong ● Unwillingness to take a _____ profits Misplaced personal caught tone Uncertainty stand

14. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Examples of Illegal/ Unethical Behavior

15. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Four Dimensions of Business Behavior

16. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Barriers to Intercultural Communication ● Ethnocentrism ● Stereotypes ● Interpretation of ____ ● ________ space requirements ● Body language ● Translation _________ time Personal limitations

17. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Diversity Challenges

18. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Key Terms ● Ethnocentrism: the assumption that one’s own cultural norms are the right way to do things ● Stereotypes : mental pictures that one group forms of the main characteristics of another groups, creating preformed ideas of what people in this group are like ● Chronemics: the study of how a culture perceives time and its use ● Proxemics: the study of cultural space requirements

19. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Legal and Ethical Implications of Technology

20. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

21. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

22. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Important Team Skills ● Problem-solving and goal-setting ● Conflict resolution ● Distributed leadership ● Commitment to evaluate the group process ● Ability to understand needs of coworkers ● Effective communication ● Ability to deal with barriers

23. Copyright ©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication Patterns for Successful Teams ● Trust-building changes _____________ patterns ● _____ meetings educate employees ● ______ leadership involves management and employees ● Information flows ___ to management, down to workers, and ___________ among teams communication Open Shared up horizontally