Post on 23-Feb-2016
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Chapter 1:
BCOM 3e Lehman/Dufrene
Establishing a Framework forBusiness Communication
What is Communication?
Communication is the process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior.
Purposes of Group Communication• Achievement or task purpose
• Maintenance or social purpose
To serve on a decision-making or problem-solving group
To get the job done
Feel better about yourself and each other
To develop group morale
Communication Process Model
Encoding & Decoding•Encoding
▫The process of selecting and organizing the message
•Factors that influence encoding:▫Receiver’s education level▫Experience▫Viewpoints▫Power status/relationship to sender
•Decoding▫The process of interpreting the message
Feedback
•Receiver responds to sender’s message
•Verbal or nonverbal
•May prompt sender to modify or adjust original message
Interference• aka “noise”• Sources:
Contradicting nonverbal signals Differences in education & culture Words not present in receiver’s vocabulary Ambiguous, nonspecific ideas Distractions (mannerisms, inappropriate
dress, hunger, stress, deadlines, intimidation) Noisy environment/interruptions Receiver unreceptive to new ideas Receiver pre-judges topic as boring/difficult Complications caused by the communication
channel
Linguistics•What do these phrases mean to you?
▫Bless his/her heart.▫How much do you lack?▫Cut the lights out.▫I’m fixin’ to …▫That dog won’t hunt.
•Which term or phrase do you use?▫Do mash a button or press a button?▫Shopping cart or buggy?
Communication Channels
Two-Way, Face-to-Face• Examples:
▫informal conversations, interviews, oral presentations, speeches, videoconferences
• Advantages: ▫Instant feedback, nonverbal signals, personal
connection
• Disadvantages:▫Expensive to convene groups spread across great
distances, difficult to coordinate schedules
• Best channel for conveying sensitive or unpleasant news
Two-Way, NOT Face-to-Face•Examples:
▫Telephone conversations, online chats, instant messaging, texting
•Advantages:▫Instant feedback, real-time connection
•Lacks nonverbal elements, so verbal message must be especially clear
One-Way, NOT Face-to-Face• Examples:
Letters, memos, reports, e-mail, fax, voice mail, web pages, newsletters
• Advantages: Message considered more permanent and
official
• Lacks both nonverbal elements and instant feedback
• Confusion must be anticipated and prevented
Flow of Information Within an Organization
Your boss tells you “that’s not the way we do
things here” and then shows you the correct
procedure for completing a task.
▫Upward communication▫Downward communication▫Horizontal communication
What direction of communication is this an example of?
Your co-worker provides constructive criticism on a draft of a letter you’re writing.
▫Upward communication▫Downward communication▫Horizontal communication
What direction of communication is this an example of?
You tell your boss that you think youdeserve a raise.
▫Upward communication▫Downward communication▫Horizontal communication
What direction of communication is this an example of?
Organizational Communication• Formal channels
• Informal channels
Rules procedure Created by
management to control individual and group behavior
Emerge as people interact within a formal system to create a satisfying environment
Grapevine:An Informal Communication Channel
1. Grapevine is ___ _____ or _____ accurate than other communication channels
2. Message distribution is __________ rather than linear in nature
no more less
networked
Workplace Gossip•28% of employees say gossip is their
first source of information •(among those who work in offices without
a consistent method of communicating news, like staff meetings)
•Two forms:▫Company (mergers, layoffs, promotions,
staffing changes)▫Personal (affairs, conflicts, health issues)
At the water cooler?
•Not anymore:•(36%) office break room •(33%) at a co-worker's desk,
workstation or office •(10%) e-mail or instant messaging. • (1%) water cooler
Who gossips more?•Men? Or Women?
•It’s actually about the same.
•Purpose differs:▫Women gossip to network, stay connected
with friends.▫Men use gossip in a more competitive way
(who’s earning what, who’s dating whom)▫Women are more interested in discussing
other women, men are more interested in discussing other men.
Is Gossip Harmless?•Human nature•Helps build office friendships•Helps us figure each other out (who can we
trust? Who should we avoid?)•Helps us let others know who we are•Forms a sense of connection in work teams•Releases hormones that reduce anxiety and
stress•Helps new hires learn about the corporate
culture (what’s not in the employee handbook)
Or Dangerous?
Danger #1: Lawsuits•Gossip spread in e-mail can be used to
support a defamation case •If an employee spreads malicious gossip
via e-mail and the target of the gossip finds out, he or she could make a case for harassment or a hostile work environment claim.
Dangers of Workplace Gossip
Danger #2: Career damage •Employees known as gossips can be
valued by managers who see them as a way of getting a read on workplace morale, but they can also be viewed as not trustworthy
Danger #3: Productivity drain•Time spent gossiping takes time away
from your real job http://abcnews.go.com/Video/playerIndex?id=3199650
Levels of Communication• Intrapersonal
Communicating with yourself Not true communication? Example: Reminding yourself of your to
do list
• Interpersonal Communication between two people Goals: accomplish task, maintenance
function
• Group Communication among two or more Goal: achieving output greater than
individual efforts could produce
Levels of Communication, cont.•Organizational
▫Groups working together to achieve large tasks
•Public▫The organization communicating
externally to its constituents▫Examples: advertisements, corporate
website
Contextual Forces
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 _____
profitsMisplaced
personal
caughttone
Confusion
stand
Four Dimensions of Business Behavior
Barriers to Intercultural Communication• Ethnocentrism
▫Assume your way is the right way
• Stereotypes▫Preformed ideas
• Interpretation of time
• Personal space
• Body language
• Translation limitations