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