CONTEMPORARY BUSINESS COMMUNICATION Fourth Edition PowerPoint Slides by Scot Ober Credits: Some of the images used herein were obtained from IMSI’s MasterClips © Collection, 75 Rowland Way, Novato, CA 94945, USA. Other clip art images are copyrighted by Microsoft Corporation.

Understanding business communication CBC Communicating in organizations The components of communication Verbal communication Directions of communication Barriers to communication Ethics and communication OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.1 <#> 1

The components of communication Stimulus Filter Message Medium Destination Feedback OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.2 <#> 2

Verbal communication Oral Written Videoconferences Presentations Phone calls Meetings One-on-one conversations Miscellaneous Reports Email Letters Memorandums OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.3

Formal communication network CEO VP-1 MGR-1 MGR-2 VP-2 MGR-3 MGR-4 Upward Cross-Channel Downward Horizontal OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.4

The grapevine is ... Business related Accurate Pervasive Rapid Most active during change Normal OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.5 <#> 5

Ethics and communication Defamation Slander Libel Invasion of privacy Fraud Misrepresentation OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.6 <#> 6

Key terms abstract word audience communication concrete word connotation defamation denotation email ethics euphemisms feedback filter formal communication channel fraud informal communication channel invasion of privacy OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.7 <#> 18

jargon letter libel medium memorandum message misrepresentation noise nonverbal message report slander slang stimulus verbal message OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.8 <#> 18

The components of communication Communication is the process of sending and receiving messages through spoken or written words or through nonverbal means. Communication begins with an internal or external stimulus—an event that creates within you the need to communicate. Your brain receives the stimulus and filters (interprets) it, based upon your unique impression of reality as a result of your experiences, culture, emotions at the moment, personality, knowledge, socioeconomic status, and other variables. You encode a response by forming a verbal message (composed of written or spoken words), a nonverbal message OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.9 <#> 7

(composed of facial expressions, gestures, voice qualities, and the like) or a combination of the two. The message is then transmitted through an appropriate medium, such as over the telephone for an oral message, in a memorandum or e-mail message for a written message, or as a nod of the head in a nonverbal message. The destination is the point at which the transmitted message enters the sensory environment of the receiver. At this point, control passes from sender to receiver, and the transmitted message becomes the source, or stimulus, for the next communication. If the receiver responds by communicating, you receive feedback as to whether and how well your message was received. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.10 <#> 7

Barry’s evaluation of Olivia Revised version: Olivia’s college transcript indicates she’s a very intelligent individual. However, she received four reprimands from her supervisor for not making her quota of sales calls. On three occasions, she was late in submitting her monthly sales reports, and six times in her three years of employment with us she did not file receipts for all of her expenses. I felt that her job performance was not consistent with her ability. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.11 <#> 9

S U Revision suggestions Use a more positive, less threatening tone. URBAN SYSTEMS U Revision suggestions Use a more positive, less threatening tone. Gain the reader’s attention with a positive idea. Omit the comments about lawsuits. Give specific details about the product. Omit the comments about the competition. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.12 <#> 10

LAB 1 test S URBAN SYSTEMS U McCormick Place in Chicago Illinois has been selected to host the largest most comprehensive lighting exhibit and conference ever held in the United States. This conference which is known as the International Lighting Expo will be held on June 14-16 2002 and is expected to draw more than a thousand participants. “This will be the first such conference ever held in the United States” noted the program chair Dave Kaplan “and we also intend for it to be the best.” 1. 2. 3. 4. 5. 6. 7. 8. , PLACE , ADJ , NONR , DATE , QUOT , QUOT OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.13

S U , Exhibitors are invited to enter their best new lighting products URBAN SYSTEMS U Exhibitors are invited to enter their best new lighting products for judging in the “Best of Show” competition and all lighting companies are invited to compete for the “Energy Miser” awards. Entries for each award will be evaluated by an international panel of lighting experts and will be awarded at the closing session of the three-day conference. 9. 10. 11. 12. 13. 14. , IND OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.15

S URBAN SYSTEMS U The purpose of this message Ms. Allison is to inquire whether your company would be interested in supplying a speaker for one of the sessions. Although your company would be responsible for all expenses we will supply a coordinator overhead projector and screen for each session. We can in addition provide other reasonable accommodations if arrangements are made in advance. If you would be interested in participating please call me at 555-1038 to discuss the details of your sponsorship of this important industry event. 15. 16. 17. 18. 19. 20. 21. 22. , DIR AD , INTRO , SER , TRAN , INTRO OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.15