inco 3005 chapter i

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Chapter IEstablishing a Framework for

Business CommunicationProf. Artemio Pealbert Gonzlez

Inco 3005

September 2010


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Business Communication

What is Communication?

Its the process of exchanging information andmeaning between or among individuals through acommon system of symbols, signs, and behavior.

The main purposes for communication are: to inform to persuade to entertain


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How do we communicate within our careers?

Attending meetings and writing reports related tostrategic plans. Presenting information to large and small groups. Explaining and clarifying management procedures

and work assignments.

Evaluating and counseling employees. Promoting the companys products/ service and

image.


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The communication process includes:

expressing feelings conversing speaking corresponding writing listening and exchanging.


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The Communication Process

Effective communication is essential to success in todayswork environments.

Effective business communication does not occur

automatically.

An effective communicator anticipates possibleinterruptions in the communication process.

There are unlimited ways the message may bemisunderstood.


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Basic:



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The Sender

Designs the message selecting words that clearlydelivers the message.

Selects nonverbal signals that fortify the verbal

message.

Primary Objective to encode the message in a way thatthe message received is as close as possible as the

message sent.



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The Sender

Knowledge of the receivers educational level,experience, viewpoints, and other information aids the

sender in encoding the message.



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InterferencesBehaviors that may interrupt thecommunication process.

Words not present in the receivers vocabulary.

Ambiguous, nonspecific ideas that distort the message.

Nonverbal signals that contradict the verbal message.

Expressions such as: Uhhhh, or grammatical errors, gestures

or dress styles that distract the receiver. Differences in the educational level

Mental distractions



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The sender selects an appropriate channel and

transmits the message.

Selecting an inappropriate channel can cause the

message to be misunderstood and may affect human

relations with the receiver.



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Channels of Communication


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Two way face to face:

Informal conversations

Interviews

Oral presentations

Speeches

Video conferences



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Two Way face to face:

Advantages:

Instant feedback

Nonverbal Signals

Personal Connection



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Special Considerations:

Usually appropriate for

transmitting sensitive or

unpleasant news.



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Two Way, not face to face

Telephone conversations

Online Chats



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Advantages:

Instant feedback

real-time connection



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Special Considerations:

Lacks nonverbal elements

Verbal message must be clear



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One way not face to face

Examples:Letters

Memos

Reports

Emails

Fax

Voice mail



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Advantages:

Message considered more

permanent and official.



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Special considerations:

Lacks nonverbal elements and

instant feedback.

Possible confusion must be

anticipated and prevented.



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The Receiver:

The receivers task is to interpret the senders message,both verbal and nonverbal. This process is referred as

decoding.

The receiver responds to the senders message; this

process is calledfeedback.

Feedback may be verbal and nonverbal.



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Organizational Communication- is concerned with the

movement of information within the companystructure.

Communication can involve sending messages toboth large and small audiences.

Internal messages are intended to persons within theorganization.

External messages are directed to recipients outside theorganization.

Communicating within organizations


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Levels of Communication:

Intrapersonal- communication within oneself Interpersonal- communication between two people

Group- communication among more than two people.

Organizational- groups combined in such a way that

large tasks may be accomplished. Public- reaching many with the same message.



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Communication Flow in organizations: Some arestructured and planned; others are not.

Formal Communication channel: Created by managementto control individual and group behavior.

Informal communication channel: Develops as peopleinteract within the formal, external system, and certainbehaviors patterns emerge. It changes constantly.

The grapevine: The best known informal communicationsystem; messages may originate anywhere and follow variouspaths .



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Directions for Communication Flow:

Downward- flows from the supervisor to the employee

Upward- feedback to downward communication

Horizontal-Interactions between organizational units at thesame level.



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Ethics- refers to the principles of right and wrong that guide

you in making decisions that consider the impact of your actionson others as well as yourself.

Causes of illegal and Unethical behavior

Excessive emphasis on profits

Misplaced loyalty Obsession with personal advancement

Expectation of not getting caught

Legal and Ethical Behavior


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Differences between the sender and the receiver in

areas such as culture, age, gender, and educationrequire a sensitivity on the part of both parties so that

the intended message is the one received.

Understanding how to communicate effectively with

people from other cultures has become more integralto the work environment.

Diversity Challenges as a strategic

force influencing communication


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Successful communication must often extend barriers

of language and requires a person to considerdifferent world views resulting from societal, religious

or other cultural factors.

As the world markets expand , US employers at home

and abroad will be doing business with more peoplefrom other countries.

Diversity Challenges as a strategic force

influencing communication


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Diversity Skills- ability to communicate effectively

with both men and women of all ages, cultures orminority groups.

International Issues- Understanding a person from

another culture who may not speak your language

well or understand your culturally based behaviors.




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Intercultural issues- Mosaic's used to describe the

combination of all the different cultural workforce inthe US.

Gender Issues- Managers must be prepared to

communicate effectively with workers of different

nationalities, gender, races, ages.




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Managers with the desire and the skill to conduct

business in new international markets will confrontproblems created by cultural differences.

Culture is the product of peoples living experiences

within their own society.

Culture include behaviors and beliefs, these affecthow people perceive the world, what they value and

how they act.

Culture and Communication


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Ethnocentrism- The belief that your own culture is

superior to others. The wrongly belief that the specificpatterns of behavior desired in their own cultures are

universally valued.

Stereotypes- When we form a mental picture of the

main characteristics of another group, creatingperformed ideas of what people in this group are like.

Barriers to intercultural

Communication


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Interpretation of Time- How a culture perceives time

ad its use. Personal space requirements- The distance between

people function in communication as personal space

or personal territory.

Body Language- Basic body gestures have varyingcultural meanings.


Communication


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Translation Limitations- Words in one language do

not always have an equivalent meaning in otherlanguages.

Lack of language training- People from other cultures

appreciate simple efforts to learn a few common

phrases.


Communication

inco 3005 chapter i

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