1. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt COMMUNICATION Chapter 9

2. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt “The most important thing in communication is to hear what isn’t being said.” Peter Drucker

3. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt OBJECTIVES 1.Define the impact effective communication has in the workplace 2.Name the key elements of the communication process 3.Name the three types of communication media 4.Describe the dangers of becoming emotional at work 5.Demonstrate proper formatting for business letters, memos, and emails

4. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt WORKPLACE COMMUNICATION and its CHANNELS Effective communication is vital to business. What if there is no communication? Formal communication: Vertical communication, Horizontal communication Informal communication: Grapevine, Gossip

5. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE COMMUNICATION PROCESS The process of a sender sending a message to a receiver with the purpose of creating mutual understanding

6. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE COMMUNICATION PROCESS SENDER RECEIVER NOISE MESSAGE FEEDBACK

7. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE COMMUNICATION PROCESS Sender: individual sending a message –Encoding: process of sender identifying how the message will be sent (verbal, non-verbal, or written) Receiver: individual that receives the message –Decoding: how the receiver interprets the message that was sent –Feedback: the message the receiver sends based upon the receiver’s interpretation of the message Noise: anything that interferes with the communication process (audible or not)

8. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt TALK IT OUT Identify the noises you experience during class Communication exercise: one group use non-verbal medium to send a message (given by the instructor) to another group.

9. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE COMMUNICATION PROCESS Communication Media Verbal Non-verbal Written

10. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt EMOTIONS AT WORK Make every attempt to not become emotional at work Emotions take away our ability to think logically If you cry or become angry, excuse yourself from the situation Deal with your emotion in private Open displays of anger are inappropriate

11. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE BUSINESS LETTER Business letter: formal written form of communication used when message is being sent to an individual outside the organization Use proper business format –Sent on company letterhead –Error-free –Proofread, sign, and date prior to mailing –Include follow-up activity –Use company #10 mailing envelope

12. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE BUSINESS LETTER Read example on page 130 and do activity 9-3

13. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE BUSINESS MEMO Business Memo: a formal form of written business communication set to a receiver within an organization Sometimes called Interoffice Memorandum Used for internal communication Include receiver’s name, date, and subject Include all facts, but be brief Memos should be no longer than one page

14. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE BUSINESS MEMO Read page 130- 131 and do activity 9-4

15. Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint] Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson Sandra B. Bolt THE BUSINESS E-MAIL Popular for both internal and external communications Utilize software template Include subject in subject line –Avoid “Hi,” “Hello,” “Urgent,” “Important,” or “Test” Only use for business purposes Avoid use of emoticons Maintain confidentiality of electronic address book