BCOM 7 Establishing a Framework for Business Communication 1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. LEHMAN/ DUFRENE

2 Copyright ©2016 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 2 Explain the communication process model and the ultimate objective of the communication process 3 Discuss how information flows in an organization 4 Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as contextual forces that influence the process of business communication LEARNING OUTCOMES BCOM7|CH1

Communication 3 Exchanging and interpreting information and meaning among individuals Occurs through a system of symbols, signs, and behavior Purposes - To inform, persuade and entertain Holds a greater position in the workplace BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

4 The Transactional Process Model of Communication Figure 1.1 BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Ideal Communication 5 Receiving party should be able to understand the intended message Challenged by interferences or barriers Interferences: Factors that hinder communication BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Organizational Communication 6 Formal communication network Occurs as per the formal organization chart Dictated by the technical, political, and economic environment Informal communication network Develops as people interact within the formal system to accommodate their social and psychological needs Referred to as the grapevine BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

7 Flow of Information Within an Organization Figure 1.2 BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

8 Levels of Communication Figure 1.3 BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

9 Factors Influencing Business Communication Figure 1.4 BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

10 Four Dimensions of Business Behavior Figure 1.5 BCOM7|CH1 Copyright ©2016 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 11 Diversity skills affect one’s success in today’s global environment Barriers to intercultural communication Ethnocentrism Stereotypes Interpretation of time Personal space requirements Body language Translation limitations BCOM7|CH1 Copyright ©2016 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 12 Ways to improve diversity skills Develop cultural intelligence Elements - Cognitive knowledge, motivation, and behavioral adaptability Global Literacy Competence Model States that ascending to a higher level of global functioning is required for excellence in a cross- cultural environment BCOM7|CH1 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Changing Technology 13 Electronic tools help people in: Collecting and analyzing data Shaping messages to be clearer and effective Communicating quickly and efficiently with others in geographically dispersed locations Telecommuting helps in reducing travel time and increasing work flexibility Social media has altered communication between organizations, communities and individuals BCOM7|CH1 Copyright ©2016 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 14 Team: Small group with complementary skills who work together for a common purpose Strengths Workers are happier Efficiency increases Enables a company to draw on the skills and imagination of a whole workforce Success depends on synergy Synergy: Situation in which the whole is greater than the sum of the parts BCOM7|CH1 Copyright ©2016 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 in Successful Team Environments 15 BCOM7|CH1 Trust buildingOpen meetings Shared leadership Listening Vertical and horizontal information flow Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Skills for Successful Participation in Team Environments 16 BCOM7|CH1 Ability to give and take constructive criticism Breaking down emotional barriers Ability to promote team functioning Understanding the feelings and needs of coworkers Overcoming cultural barriers Applying leadership skills Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

17 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Interferences Organizational communication Formal communication network Informal communication network Downward communication Upward communication Horizontal (and lateral) communication Internal messages KEY TERMS External messages Ethics Diversity skills Ethnocentrism Stereotypes Chronemics Proxemics Kinesics Telecommuting Social media Team Synergy BCOM7|CH1

18 Copyright ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. SUMMARY Communication Process of exchanging and interpreting information and meaning among individuals Involves a sender, receiver, the message, feedback and interferences In organizations it flows through formal and informal networks Factors - Legal and ethical constraints, technology, diversity challenges, and team environment BCOM7|CH1