1. Chapter 1 Understanding Business Communication
There are videos embedded in the PowerPoint slides that are available on the Instructor’s Resource CD (ISBN ).

2. Understanding Business Communication
Components of Communication
Communication Barriers
Communication Media Choices
Legal and Ethical Communication

3. Components of Communication p.5-7
Feedback
Message
Message
Stimulus
Destinatio n
Filter
Filter
Medium
Medium
Feedback
Noise
Noise

4. Components of Communication
An event that creates a need to communicate
Stimulus
Perception based on one’s knowledge, experience, and viewpoints
Filter
The information (either verbal or nonverbal) that is communicated
Message
The form of a message—for example, an or phone call
Medium
The point when control passes from the sender to the receiver
Destination

5. Components of Communication Cont./
Reactions from receivers that may affect future communication.
Feedback
Distractions from the communication.
Noise

6. Directions of Formal Communication
Downward Communication
Flow of information from managers to their employees (people who report to them)
Upward Communication
Flow of information from lower-level employees to upper-level employees or managers
Lateral (or Horizontal) Communication
Flow of information among peers within an organization

7. The Informal Communication Network
Informal Communication transmits information through unofficial channels within the organization.

8. The Grapevine Informal Communication Network is also called Grapevine
The Grapevine will takeover if there is no formal communication.
Grapevine allows people to share information in person, while eating or having coffee.

9. Verbal Communication Barriers
Inadequate Knowledge or Vocabulary
Differences in Interpretation
Language Differences
Inappropriate Use of Expressions
Overabstraction and Ambiguity
Polarization

10. Differences in Interpretation
Refers to the lateral dictionary meaning of a word.
Denotation
Refers to the subjective, emotional, meaning that is attached to a word.
Connotation

11. Components of Communication
Inappropriate Use of Expressions
Is an expression often short-lived and identified with a specific group of people. Business slang include terms such as "bottom-line”
Slang
Is the technical terminology used within specialized groups.
Jargon
Are expressions used instead of words that may be offensive or inappropriate. Sensitive communicators use examples such as “passed” away which sound more pleasant than “died”
Euphemisms

12. Common Computer Jargon
Do You Know These Terms?
Common Computer Jargon
Search Engine Optimization: improving the visibility of websites in search engines
SEO
Joint Photographic Experts Group: a compression technique for color images
JPEG
Sending tweets that others wrote on Twitter
Retweet
Voice over Internet Protocol: used for making Internet phone calls
VoIP
A quick fix for a programming defect
Patch

13. Components of Communication
Over-abstraction and Ambiguity
Components of Communication
Identifies an idea or a feeling instead of a concrete object. For example “Communication”
Abstract word
A word that identifies something that can be seen or touched. For example “Newspaper”
Concrete word
Are too broad for business communication. Examples include a few, some, several and far away.
Ambiguous terms

14. Nonverbal Communication Barriers
Inappropriate or Conflicting Signals
Differences in Perception
Inappropriate Emotions
Distractions

15. Traditional Communication Channels
Written Communication Examples
Colorful brochures
Financial statements
Solicitation letters
Complex reports
Periodicals (magazines, journals, newspapers)
Oral Communication Examples
One-on-one meetings
Team meetings
Conferences

16. Technology-Based Communication Channels
, Phone, Voice Mail
Instant and Text Messaging
Social Media

17. Instant Texting Messaging useful in business tasks
1. Confirming deliveries
2. Sending products alerts
3. Providing fast client contact
4. Advertising your new products or service
5. Sending important information in a meeting
Providing instant reminders

18. Social Media Examples

19. Use of Social Media 1. Blogs 2. Micro-blogs 3. Multimedia 4. Wikis
Companies use blogs to connect with employees and customers
2. Micro-blogs
Used for short messages with timely information
3. Multimedia
Incorporate several forms of media for example, corporate videos is used to promote products and services
4. Wikis
Online spaces where people collaborate
5. Social networking
For communities of people who share common interests or activities

20. Communication Media Choices
Teleconferencing
Phone Call
Voice Message
Brochure
Newsletter
Flier
Face-to-Face Meeting
Blog
Microblog IM
Videoconferencing
RICH LEAN
Online Meeting
Video
Vlog
Report
Text Message
In-Person Oral Presentation

21. Choosing Communication Media
Relationship Considerations
New or existing relationship?
Good news or bad?
Feedback needed?
Audience level and preference?
Likely audience reaction?
Confidential message?
Documentation needed?

22. Choosing Communication Media
Logistical Considerations
Length and complexity of the message?
Number and location of recipients?
Urgency of the message?
Probability of audience understanding?
Access to technology?
Relationship Considerations
New or existing relationship?
Good news or bad?
Feedback needed?
Audience level and preference?
Likely audience reaction?
Confidential message?
Documentation needed?

23. How to Avoid Legal Consequences
Follow your company’s guidelines and policies regarding and other communication.

24. Defined by an organization
Types of Ethics
Professional Ethics
Defined by an organization
Social Ethics
Defined by society
Individual Ethics
Defined by a person

25. Ethical Decision Making Questions to consider
1. Is the action legal?
2. Does the action comply with your company’s policies and guidelines?
3. Who will be affected by your decision and how?
4. Does the action comply with company values?
5. How will you feel after the decision is known?