Lecture and Resource Slides BCOM 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.

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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 4 Purposes of Group Communication Achievement or task purpose –To serve on a decision-making or problem-solving group –To get the job done Maintenance or social purpose –To assist in the betterment of individual members from a behavioral point of view –To develop group morale

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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 6 Communication Process Model

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 7 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 8 Communication Channels

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 9 Selecting An Appropriate Communication Channel Request information needed to provide services to client Tell customer order cannot be delivered on date specified in contract Inform sales staff of special sales incentive One-way ( , letter, or facsimile) Two-way, not face-to-face (telephone); face-to- face is ideal Two-way or one way, not face-to-face

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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 11 Flow of Information Within an Organization

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 12 Communication Systems Formal system Informal system

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 13 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 14 Levels of Communication Continued

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 15 Levels of Communication (cont.) EXAMPLES (cont.)

Learning Objective 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.

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 17 Strategic Forces Influencing Business Communication

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 18 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 Confusion stand

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 19 Examples of Illegal/ Unethical Behavior Bernie Madoff Cheated millions in Ponzi scheme AIG Lucrative executive bonuses Enron, Worldcom, & HealthSouth Financial scandals Toyko Electric Power False reports to nuclear regulators Former Illinois Governor Rod Blagojevich Other?

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 20 Four Dimensions of Business Behavior

Framework for Analyzing Ethical Issues Identify the existence of an ethical issue Identify an alternative. Select another alternative. Is the alternative consistent with the company’s and/or the profession’s code of ethics? Is the alternative consistent with the company’s and/or the profession’s code of ethics? Is the alternative ethical? Revise code of ethics if necessary. Implement alternative. Is the alternative legal and does it comply with relevant contractual agreements and company policy? Is the alternative legal and does it comply with relevant contractual agreements and company policy? Resource groups Employees Owners Customers Suppliers Creditors Government Society Resource groups Employees Owners Customers Suppliers Creditors Government Society YES NO YES NO YES Communicate ethical decision and related action. Communicate ethical decision and related action. Chapter 1 BCOM 3e by Lehman and DuFrene  Copyright 2012 by Cengage Learning 21

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 22 Diversity Challenges

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 23 Changing U.S. Workforce Age Demographics

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 24 Barriers to Intercultural Communication Ethnocentrism Stereotypes Interpretation of ____ ________ space requirements Body language Translation _________ Lack of language training time Personal limitations

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 25 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 26 Legal and Ethical Implications of Technology Information Ownership Information Access Threats to Privacy

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 27 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 28 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

BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning 29 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