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Iftikhar Baig
Iftikhar Baig

business communication

Economy & Finance
1 of 54
CChhaapptteerr 11 CCoommmmuunniiccaattiinngg aatt WWoorrkk Mary Ellen Guffey, Business Communication: Process and Product, 5e Copyright © 2006
CChhaannggeess AAffffeeccttiinngg tthhee WWoorrkkppllaaccee • Heightened global competition • Flattened management hierarchies • Expanded team-based management • Innovative communication technologies • New work environments • Increasingly diverse workforce Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 2
SSuucccceessss ffoorr YYOOUU iinn tthhee nneeww gglloobbaall aanndd ddiivveerrssee wwoorrkkppllaaccee rreeqquuiirreess eexxcceelllleenntt ccoommmmuunniiccaattiioonn sskkiillllss! Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 3
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 4
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 5 1. Sender has idea
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 6 1. Sender has idea
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 7 1. Sender has idea
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 8 1. Sender has idea
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 3. Message travels over channel 2. Sender encodes idea in message 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 9 3. Message travels over channel 2. Sender encodes idea in message 1. Sender has idea
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 10 3. Message travels over channel 1. Sender has idea
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 11 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 12 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 13 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 14 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 15 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 6. Possible additional feedback to receiver Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 16 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 6. Possible additional feedback to receiver
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 6. Possible additional feedback to receiver Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 17 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 6. Possible additional feedback to receiver
TThhee CCoommmmuunniiccaattiioonn PPrroocceessss EExxppaannddeedd MMooddeell Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 18
BBaarrrriieerrss ttoo IInntteerrppeerrssoonnaall CCoommmmuunniiccaattiioonn • Bypassing • Limited frame of reference • Lack of language skills • Lack of listening skills • Emotional interference • Physical distractions Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 19
UUnnddeerrssttaannddiinngg iiss sshhaappeedd bbyy • Communication climate • Context and setting • Background, experiences • Knowledge, mood • Values, beliefs, culture Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 20
BBaarrrriieerrss TThhaatt BBlloocckk tthhee FFllooww ooff IInnffoorrmmaattiioonn iinn OOrrggaanniizzaattiioonnss • Closed communication climate • Top-heavy organizational structure • Long lines of communication • Lack of trust between management and employees • Competition for power, status, rewards Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 21
AAddddiittiioonnaall CCoommmmuunniiccaattiioonn BBaarrrriieerrss • Fear of reprisal for honest communication • Differing frames of reference among communicators • Lack of communication skills • Ego involvement • Turf wars Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 22
AA CCllaassssiicc CCaassee ooff MMiissccoommmmuunniiccaattiioonn In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!” Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 23
AA CCllaassssiicc CCaassee ooff MMiissccoommmmuunniiccaattiioonn As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!” Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 24
AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 25
AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 26 Sender has idea Warn boater
AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Sender encodes message “Low water!” Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 27 Sender has idea Warn boater Sender encodes message “Low water!”
AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 28 Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted
AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 29 Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Receiver decodes message “Hello Walter!” Receiver decodes message “Hello Walter!”
BBaarrrriieerrss TThhaatt CCaauusseedd CCrroonnkkiittee MMiissccoommmmuunniiccaattiioonn • Frame of reference • Language skills • Listening skills Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 30 • Receiver accustomed to acclaim and appreciative crowds. • Maine accent makes "water" and "Walter" sound similar. • Receiver more accustomed to speaking than to listening.
BBaarrrriieerrss TThhaatt CCaauusseedd CCrroonnkkiittee MMiissccoommmmuunniiccaattiioonn • Emotional interference • Physical barriers Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 31 • Ego prompted receiver to believe crowd was responding to his celebrity status. • Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills?
OOvveerrccoommiinngg CCoommmmuunniiccaattiioonn BBaarrrriieerrss • Realize that communication is imperfect. • Adapt the message to the receiver. • Improve your language and listening skills. • Question your preconceptions. • Plan for feedback. Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 32
OOrrggaanniizzaattiioonnaall CCoommmmuunniiccaattiioonn • Functions: internal and external • Form: oral and written • Form: channel selection dependent on • Message content • Need for immediate response • Audience size and distance • Audience reaction • Need to show empathy, friendliness, formality Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 33 • Flow: • Formal: down, up, horizontal • Informal: grapevine
CCoommmmuunniiccaattiioonn FFlloowwiinngg TThhrroouugghh FFoorrmmaall CChhaannnneellss Downward Management directives Job plans, policies Company goals Mission statements Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 34 Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline
FFoorrmmss ooff CCoommmmuunniiccaattiioonn FFlloowwiinngg TThhrroouugghh FFoorrmmaall CChhaannnneellss Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 35 Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing Oral Telephone Face-to-face conversation Company meetings Team meetings
MMIISSCCOOMMMMUUNNIICCAATTIIOONN IINN PPRROODDUUCCTT EEVVOOLLVVEEMMEENNTT Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 36
AAss MMaarrkkeettiinngg RReeqquueesstteedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 37
AAss SSaalleess OOrrddeerreedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 38
AAss EEnnggiinneeeerriinngg DDeessiiggnneedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 39
AAss PPrroodduuccttiioonn MMaannuuffaaccttuurreedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 40
AAss MMaaiinntteennaannccee IInnssttaalllleedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 41
WWhhaatt tthhee CCuussttoommeerr WWaanntteedd Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 42
MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 43
MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 44
MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 45
MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 46
MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 47
MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 48
SSuurrmmoouunnttiinngg OOrrggaanniizzaattiioonnaall BBaarrrriieerrss • Encourage open environment for interaction and feedback. • Flatten the organizational structure. • Promote horizontal communication. • Provide hotline for anonymous feedback. • Provide sufficient information through formal channels. Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 49
FFiivvee CCoommmmoonn EEtthhiiccaall TTrraappss • The false-necessity trap (convincing yourself that no other choice exists) • The doctrine-of-relative- filth trap (comparing your unethical behavior with someone else’s even more unethical behavior) Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 50
FFiivvee CCoommmmoonn EEtthhiiccaall TTrraappss • The rationalization trap (justifying unethical actions with excuses) • The self-deception trap (persuading yourself, for example, that a lie is not really a lie) • The ends-justify-the-means trap (using unethical methods to accomplish a desirable goal) Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 51
TToooollss ffoorr DDooiinngg tthhee RRiigghhtt TThhiinngg • Is the action you are considering legal? • How would you see the problem if you were on the other side? • What alternate solutions are available? Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 52
TToooollss ffoorr DDooiinngg tthhee RRiigghhtt TThhiinngg • Can you discuss the problem with someone you trust? • How would you feel if your family, friends, employer, or co-workers learned of your action? Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 53
EEnndd Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 54

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COMMUNICATION PROCESS,TYPES,MODES,BARRIERS
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business communication

  • 1. CChhaapptteerr 11 CCoommmmuunniiccaattiinngg aatt WWoorrkk Mary Ellen Guffey, Business Communication: Process and Product, 5e Copyright © 2006
  • 2. CChhaannggeess AAffffeeccttiinngg tthhee WWoorrkkppllaaccee • Heightened global competition • Flattened management hierarchies • Expanded team-based management • Innovative communication technologies • New work environments • Increasingly diverse workforce Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 2
  • 3. SSuucccceessss ffoorr YYOOUU iinn tthhee nneeww gglloobbaall aanndd ddiivveerrssee wwoorrkkppllaaccee rreeqquuiirreess eexxcceelllleenntt ccoommmmuunniiccaattiioonn sskkiillllss! Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 3
  • 4. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 4
  • 5. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 5 1. Sender has idea
  • 6. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 6 1. Sender has idea
  • 7. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 7 1. Sender has idea
  • 8. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 8 1. Sender has idea
  • 9. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 3. Message travels over channel 2. Sender encodes idea in message 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 9 3. Message travels over channel 2. Sender encodes idea in message 1. Sender has idea
  • 10. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 10 3. Message travels over channel 1. Sender has idea
  • 11. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 11 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message
  • 12. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 12 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message
  • 13. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 13 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender
  • 14. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 14 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender
  • 15. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 15 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 5. Feedback travels to sender
  • 16. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 6. Possible additional feedback to receiver Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 16 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 6. Possible additional feedback to receiver
  • 17. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss BBaassiicc MMooddeell 5. Feedback travels to sender 5. Feedback travels to sender 2. Sender encodes idea in message 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 6. Possible additional feedback to receiver Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 17 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 4. Receiver decodes message 6. Possible additional feedback to receiver
  • 18. TThhee CCoommmmuunniiccaattiioonn PPrroocceessss EExxppaannddeedd MMooddeell Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 18
  • 19. BBaarrrriieerrss ttoo IInntteerrppeerrssoonnaall CCoommmmuunniiccaattiioonn • Bypassing • Limited frame of reference • Lack of language skills • Lack of listening skills • Emotional interference • Physical distractions Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 19
  • 20. UUnnddeerrssttaannddiinngg iiss sshhaappeedd bbyy • Communication climate • Context and setting • Background, experiences • Knowledge, mood • Values, beliefs, culture Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 20
  • 21. BBaarrrriieerrss TThhaatt BBlloocckk tthhee FFllooww ooff IInnffoorrmmaattiioonn iinn OOrrggaanniizzaattiioonnss • Closed communication climate • Top-heavy organizational structure • Long lines of communication • Lack of trust between management and employees • Competition for power, status, rewards Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 21
  • 22. AAddddiittiioonnaall CCoommmmuunniiccaattiioonn BBaarrrriieerrss • Fear of reprisal for honest communication • Differing frames of reference among communicators • Lack of communication skills • Ego involvement • Turf wars Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 22
  • 23. AA CCllaassssiicc CCaassee ooff MMiissccoommmmuunniiccaattiioonn In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!” Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 23
  • 24. AA CCllaassssiicc CCaassee ooff MMiissccoommmmuunniiccaattiioonn As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!” Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 24
  • 25. AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 25
  • 26. AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 26 Sender has idea Warn boater
  • 27. AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Sender encodes message “Low water!” Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 27 Sender has idea Warn boater Sender encodes message “Low water!”
  • 28. AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 28 Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted
  • 29. AAnnaallyyssiiss ooff FFllaawweedd CCoommmmuunniiccaattiioonn PPrroocceessss Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 29 Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Receiver decodes message “Hello Walter!” Receiver decodes message “Hello Walter!”
  • 30. BBaarrrriieerrss TThhaatt CCaauusseedd CCrroonnkkiittee MMiissccoommmmuunniiccaattiioonn • Frame of reference • Language skills • Listening skills Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 30 • Receiver accustomed to acclaim and appreciative crowds. • Maine accent makes "water" and "Walter" sound similar. • Receiver more accustomed to speaking than to listening.
  • 31. BBaarrrriieerrss TThhaatt CCaauusseedd CCrroonnkkiittee MMiissccoommmmuunniiccaattiioonn • Emotional interference • Physical barriers Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 31 • Ego prompted receiver to believe crowd was responding to his celebrity status. • Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills?
  • 32. OOvveerrccoommiinngg CCoommmmuunniiccaattiioonn BBaarrrriieerrss • Realize that communication is imperfect. • Adapt the message to the receiver. • Improve your language and listening skills. • Question your preconceptions. • Plan for feedback. Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 32
  • 33. OOrrggaanniizzaattiioonnaall CCoommmmuunniiccaattiioonn • Functions: internal and external • Form: oral and written • Form: channel selection dependent on • Message content • Need for immediate response • Audience size and distance • Audience reaction • Need to show empathy, friendliness, formality Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 33 • Flow: • Formal: down, up, horizontal • Informal: grapevine
  • 34. CCoommmmuunniiccaattiioonn FFlloowwiinngg TThhrroouugghh FFoorrmmaall CChhaannnneellss Downward Management directives Job plans, policies Company goals Mission statements Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 34 Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline
  • 35. FFoorrmmss ooff CCoommmmuunniiccaattiioonn FFlloowwiinngg TThhrroouugghh FFoorrmmaall CChhaannnneellss Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 35 Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing Oral Telephone Face-to-face conversation Company meetings Team meetings
  • 36. MMIISSCCOOMMMMUUNNIICCAATTIIOONN IINN PPRROODDUUCCTT EEVVOOLLVVEEMMEENNTT Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 36
  • 37. AAss MMaarrkkeettiinngg RReeqquueesstteedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 37
  • 38. AAss SSaalleess OOrrddeerreedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 38
  • 39. AAss EEnnggiinneeeerriinngg DDeessiiggnneedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 39
  • 40. AAss PPrroodduuccttiioonn MMaannuuffaaccttuurreedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 40
  • 41. AAss MMaaiinntteennaannccee IInnssttaalllleedd IItt Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 41
  • 42. WWhhaatt tthhee CCuussttoommeerr WWaanntteedd Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 42
  • 43. MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 43
  • 44. MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 44
  • 45. MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 45
  • 46. MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 46
  • 47. MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 47
  • 48. MMeessssaaggee DDiissttoorrttiioonn DDoowwnnwwaarrdd CCoommmmuunniiccaattiioonn TThhrroouugghh FFiivvee LLeevveellss ooff MMaannaaggeemmeenntt Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20% Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 48
  • 49. SSuurrmmoouunnttiinngg OOrrggaanniizzaattiioonnaall BBaarrrriieerrss • Encourage open environment for interaction and feedback. • Flatten the organizational structure. • Promote horizontal communication. • Provide hotline for anonymous feedback. • Provide sufficient information through formal channels. Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 49
  • 50. FFiivvee CCoommmmoonn EEtthhiiccaall TTrraappss • The false-necessity trap (convincing yourself that no other choice exists) • The doctrine-of-relative- filth trap (comparing your unethical behavior with someone else’s even more unethical behavior) Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 50
  • 51. FFiivvee CCoommmmoonn EEtthhiiccaall TTrraappss • The rationalization trap (justifying unethical actions with excuses) • The self-deception trap (persuading yourself, for example, that a lie is not really a lie) • The ends-justify-the-means trap (using unethical methods to accomplish a desirable goal) Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 51
  • 52. TToooollss ffoorr DDooiinngg tthhee RRiigghhtt TThhiinngg • Is the action you are considering legal? • How would you see the problem if you were on the other side? • What alternate solutions are available? Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 52
  • 53. TToooollss ffoorr DDooiinngg tthhee RRiigghhtt TThhiinngg • Can you discuss the problem with someone you trust? • How would you feel if your family, friends, employer, or co-workers learned of your action? Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 53
  • 54. EEnndd Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 1, Slide 54