business communications foundations
TRANSCRIPT
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Business Communication
Foundations
Chapter 1
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Business Communication
The process of establishing a common understanding between or among people within a business environment.
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• Getting jobs you want• Gaining promotions• Providing leadership• Being productive on the job• Relating positively to others• Assuring success of your
organization
The Importance of Communicating Effectively
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Internal and External Communication
• Internal– Day-to-day exchange among
employees
• External– Flows between an organization and
the entities with which it interacts
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Business Communication is Transactional
Give-and-take relationship between sender and receiver in order to establish a common understanding
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Goals of Business Communication
1. Receiver understanding
2. Receiver response
3. Favorable relationship
4. Organizational goodwill
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Internal Communication Patterns
• Vertical
• Horizontal
• Network
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Formal Communication
• Is business related• May be written or oral• Is planned by the organization• Flows in all directions• Is essential for effective
operation of the business
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Informal Communication
• Referred to as “the Grapevine”• May be either business or personal • Is not planned by the organization• Flows in all directions• Develops and maintains positive
human relationships
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Serial Communication
• Chain of three or more people• Messages usually changed as
passed• Receivers should
– Take notes– Repeat the message
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Office Politics
The competitive environment that exists within the corporate culture
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Communication Process Model
© Krizan, Merrier, Logan, Schneiter, Business Communication, 7ed., Southwestern
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Sender’s Role
• Selecting the type of message• Analyzing the receiver• Using the you-viewpoint• Encouraging feedback• Removing communication
barriers
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Receiver’s Role
• Listening or reading carefully• Being open to different types of
senders and to new ideas• Making notes when necessary• Providing appropriate feedback
to the sender• Asking questions to clarify the
message
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Verbal and Nonverbal Communication
• Verbal – uses words
• Nonverbal - does not use words
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Message Channels
• Written
• Oral
• Nonverbal
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The You-Viewpoint
The sender gives primary consideration to the receiver’s point of view when composing and sending messages.
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Analyzing the Receiver
• Knowledge
• Interests
• Attitudes
• Emotional Reaction
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Feedback
• The sender’s role includes providing for feedback– Ask directly or indirectly for a
response– Assist the receiver in giving the
response
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Communication Barriers
Any factors that interfere with the success of the communication process
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Communication Barriers in Word Choice
• Denotative versus connotative meaning
• Idioms
• Implications and inferences
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More Communication Barriers
• Grammar, sentence structure, punctuation, and spelling
• Type of message• Appearance of the message• Appearance of the sender
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More Communication Barriers
• Environmental factors• Receiver’s capability• Ineffective listening skills• Other barriers