BusinessCommunicationBusinessCommunicationMakingConnectionsinaDigitalWorldMakingConnectionsinaDigitalWorld

BusinessCommunicationBusinessCommunicationMakingConnectionsinaDigitalWorldMakingConnectionsinaDigitalWorld

Lesikar + Flatley + RentzLesikar + Flatley + RentzLesikar + Flatley + RentzLesikar + Flatley + Rentz

C i ti i th W k lC i ti i th W k lchapteronechapterone

CommunicationintheWorkplaceCommunicationintheWorkplace

OverviewOverview

The importance of communicationTheimportanceofcommunication Thethreemaincategoriesofcommunicationin businessinbusiness

Formalandinformalnetworks Thebusinesscommunicationprocess Basictruthsaboutcommunication

TheImportanceofCommunicationSkillsasTheImportanceofCommunicationSkillsasExpressed by Business AuthoritiesExpressed by Business AuthoritiesExpressedbyBusinessAuthoritiesExpressedbyBusinessAuthorities

TopexecutivesfromFortune500companiesratep pcommunicationsskillsasthemostimportantqualityforbusinessleaders.

B i S tiBusinessSectionNewYorkTimes

Theremaybenosinglethingmoreimportantinoury g g peffortstoachievemeaningfulworkandfulfillingrelationshipsthantolearnandpracticetheartofcommunication communication.

MaxDePree,AuthorTheArtofLeadership

EvidenceofCommunicationEvidenceofCommunicationWeakness in BusinessWeakness in BusinessWeaknessinBusinessWeaknessinBusiness

Im surprised how so many people struggleI msurprisedhowsomanypeoplestrugglewithcommunication.

Michael Rook Production ManagerMichaelRook,ProductionManagerHewlettPackard,SanDiego,CA

ThefirstthingtheHumanResourcesDepartmentdidwasgivemeawritingbook.p g g

SamReeves,ITConsultantAMS,Denver,CO

MainFormsofMainFormsofCommunication in BusinessCommunication in BusinessCommunicationinBusinessCommunicationinBusiness

OperationalOpe at o a Internal External

Personal

Intranets (or portals) like this one from Deere & Company are used

for internal communication.

CommunicationNetworksCommunicationNetworks

Formal NetworkFormalNetwork Wellestablished,usuallyalongoperationallinesDepends on certain established forms or genres Dependsoncertainestablishedformsor genres inthecompanyPlanned and managed Plannedandmanaged

InformalNetworkC l Complex

Dynamic

TheFormalandInformalCommunicationTheFormalandInformalCommunicationNetworksinaDivisionofaSmallManufacturingNetworksinaDivisionofaSmallManufacturing

CCCompanyCompany

DepartmentManager

Supervisor Supervisor

Black Solid Lines = Formal NetworkBrown Dashed Lines = Informal Network (at a moment in time, for they change often)

FactorsAffectingtheCommunicationFactorsAffectingtheCommunicationin a Businessin a BusinessinaBusinessinaBusiness

Nature of the businessNatureofthebusiness Operatingplan

i i Businessenvironment Geographicdispersion People Company cultureCompanyculture

TheBusinessCommunicationProcessTheBusinessCommunicationProcess

TheContextsforCommunicationTheContextsforCommunication

The larger contextThelargercontext BusinesseconomicSociocultural Sociocultural

Historical

Th l ti hi f th i t Therelationshipofthecommunicators Thecommunicatorsparticularcontexts

Organizational Professional Personal

BusinessCommunicationasBusinessCommunicationasProblem SolvingProblem SolvingProblemSolvingProblemSolving

Most businesscommunication problems areMostbusiness communicationproblemsareilldefinedproblemsrequiring

Analysis Analysis CreativityJudgment Judgment

SomeBasicTruthsaboutSomeBasicTruthsaboutCommunicationCommunicationCommunicationCommunication

Meaning is in the mind and no two minds areMeaningisinthemind,andnotwomindsarealike.

The symbols for communicating are Thesymbolsforcommunicatingareimperfect,andsoareourbestcommunicationeffortsefforts.

Communicationisaboutinformationandl i hirelationships.

AdaptationAdaptationpp

Remember not only to say the right thing in the right place, but g g g p ,far more difficult still, to leave unsaid the wrong thing at the g gtempting moment.

--Benjamin Franklinj