2. 1 Understanding the Communication Process “The art of communication is the language of leadership.” ― James C. Humes, American author and presidential speech writer

3. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. After completing the chapter, you will be able to: Describe the state of communication today. Identify the steps in the communication process. Compare informal and formal business communication. Explain the written and verbal communication skills that are essential to successful communication in the workplace. Describe the role nonverbal communication skills play in the communication process. Discuss how to overcome common barriers to effective communication.

4. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communicating Today Communication is the process of sending and receiving messages that convey information, ideas, feelings, and beliefs. Shutterstock

5. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process We communicate to: – share information – create relationships – persuade – entertain others Shutterstock

6. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process There are six parts of the communication process: – sender – message – channel – receiver – translation – feedback Photos: Shutterstock

7. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process Sender – begins the communication process – decides there is a need to relay information to the receiver – assembles the information – information takes the form of the message

8. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process Message – Sender decides the format of the message: words (written or spoken) pictures video – Putting the message into the format it will be sent to the receiver in is known as encoding.

9. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process Channel – Sender decides channel through which to send the message: face-to-face conversation telephone conversation letter e-mail

10. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process Receiver – Physically receives the message – Has responsibility to the sender Giving attention to the message is essential to the communication process. Giving attention to the sender is both a matter of courtesy and necessity.

11. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process Translation – Once the receiver receives a message, it will be translated, or decoded, to see if the contents are understood. – Message is not actually “received” if the receiver does not understand the content of the message.

12. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Communication Process Feedback – receiver’s response to a message – tells the sender if the receiver understood the message as it was intended

13. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Informal communication is casual sharing of information with no customs or rules of etiquette involved. – text messaging – telephone calls – talking at the water cooler Informal and Formal Business Communication Shutterstock

14. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Informal and Formal Business Communication Formal communication follows protocol (rules of etiquette) as to how levels of employees interact with each other. – Upward communication is with supervisors, managers, and executives. – Lateral communication is with peers (persons of equal standing or work position). – Downward communication is with those over whom you have a position of authority.

15. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Informal and Formal Business Communication Formal communication

16. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Written and Verbal Communication Written communication means recording words through writing or keying to communicate. – use Standard English and business style for formatting documents – business communication represents you and your company – written communication creates a record that can be recalled in the future

17. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Written and Verbal Communication Verbal communication means speaking words to communicate. – Organizing thoughts is an important part of verbal communication. – Planning involves thinking about who will receive the message and what you want to accomplish. make notes before meeting have an agenda research information Planning saves time.

18. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Nonverbal communication refers to actions, as opposed to words, that send messages. – body language – touch and space – behavior – paralanguage Written and Verbal Communication Shutterstock

19. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Nonverbal Communication Body language is nonverbal messages. – gestures – facial expressions – other body actions or postures – context determines meaning of body language Context is the environment or setting in which something occurs or is communicated.

20. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Touch and space – Touch—a handshake – Space—distance between yourself and the other person Use judgment when standing next to others in business. The personal space of others varies depending on your social upbringing and community norms. Nonverbal Communication

21. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Touch and space – Take behavioral cues from others with more experience, but do not make the mistake of emulating poor habits – “Your actions speak louder than words” Nonverbal Communication

22. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Paralanguage – the attitude you project with the tone and pitch of your voice – Tone, pitch, quality of voice, and rate of speaking convey emotions that will be judged by the receiver, regardless of the content of the message. Nonverbal Communication

23. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Barriers to Effective Communication Barriers are anything that prevents clear, effective communication. Barriers may occur in written, verbal, and nonverbal communication. Shutterstock

24. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Sending barriers occur when the sender says or does something that causes the receiver to tune out. – do not assume what the receiver knows – select appropriate format for message, e-mail or a phone call, based on the situation – ask for feedback from the receiver Barriers to Effective Communication

25. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Receiving barriers happen when the receiver says or does something that causes the sender’s message not to be received. – Make sure you read all of what has been written. – Take responsibility for getting clarification if you do not understand the message. – Hearing is an innate ability, except in the case of a physical disability. – Listening is a conscious action. – Give feedback. Barriers to Effective Communication