Chapter 1Communicating in Your Life

Business Communication

Copyright 2010 South-Western Cengage Learning

The Communication ProcessMessageSenderReceiverChannelFeedback

21.1 The Communication Process and Its Forms

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Senders and receivers are important elements in the communication process.

Purposes of CommunicationObtain or share informationBuild goodwill and imagePersuadeBuild relationships and

self-esteem

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People communicate in meetings to share information.

1.1 The Communication Process and Its Forms

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Types of Business CommunicationFormal and informal communicationCommunication directionWritten and

oral communication

41.1 The Communication Process and Its Forms

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Communication among peers is called lateral communication.

Protecting Confidential Information

Confidential information is data that should be kept private or secret

Examples: Patient health recordsEmployee salariesPlans for a new product

Employees should not share confidential data with people who are not authorized to have it

51.1 The Communication Process and Its Forms

Communication BarriersExternal barriers

Poor lighting, heat or cold, and noiseDocument appearanceClosed communication climate

Internal barriersEducational background, experiences, and

biasesLack of interest or motivation

61.2 Overcoming Communication Barriers

Overcoming BarriersThe sender’s duties

Audience analysisMessage environmentSymbol and channel selectionSeeking feedback

71.2 Overcoming Communication Barriers

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The message environment affects how listeners receive a message.

Audience Profile

Questions

Overcoming BarriersThe receiver’s duties

ReadingListening

81.2 Overcoming Communication Barriers

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Readers should select a quiet location that is free from distractions.

Checking UnderstandingReading skills are important for success

At schoolOn the jobIn personal activities

Paraphrasing is a good way to check your understanding of a message

91.2 Overcoming Communication Barriers

Importance of ReadingReading and the job search

101.3 Reading in the Workplace

USAJOBS is the official job site of the U.S. government.

Importance of ReadingReading on the job

Staying informedFollowing proceduresHandling transactionsProviding customer serviceMaking decisions and

solving problems

111.3 Reading in the Workplace

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Workers must read orders and packing slips.

Improving Reading SkillsTypes of reading

SkimmingScanningCareful reading

Improving speed and comprehension

121.3 Reading in the Workplace

Free Reading Tests

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Free reading tests are available onlineSearch for speed reading testQuestions1.What is your reading speed as shown by the free

online test?2.How does your score compare with the speeds

discussed in the text?

1.3 Reading in the Workplace

school.cengage.com/bcomm/buscomm

Vocabulary

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audience analysisbusiness communicationchannelcommunicationcommunication barriersconfidential informationexternal communication barriersfeedbackgoodwillgrapevine

internal communication barrierslistening messagemessage environmentnonverbal symbolsreadingreceiverscanningsenderverbal symbols

Audience Profile Questions

151.2 Overcoming Communication Barriers

What is the age and gender of the receiver? Does the receiver have experience or education

related to the topic? What are the concerns and needs of the receiver? What are the beliefs and viewpoints of the

receiver? Will the message make the receiver happy? sad?

pleased? upset? BACK