1-Business CommunicationJohn Wiley & SonsBy Marty B.docx

1-*
Business Communication
John Wiley & Sons
By Marty Brounstein
PowerPoints by
Gates Stoner
Pima Community College
Copyright by John Wiley and Sons, 2006
1-*
ObjectivesLearn role of assumptions in effective
communicationReview steps of communication
processRecognize common patterns of business
communicationFollow guidelines for team communication

1-*
Creates mutual understandingIs aware of assumptionsAvoids
downside assumptions
Ex. StereotypingJumping to conclusionsFocusing on
intentionThinking you know best
Effective Communication
1-*
Listening
Speaking
Reading
Writing
1-*
Listening
“ I only wish I could find an institute that teaches people how to
listen. After all, a good manager needs to listen at least as much
as he [or she] needs to talk. Too many people fail to realize that
real communication goes in both directions …”
Lee IacoccaActive listening Providing nonverbal & verbal
feedback to a speaker that allows his message to be expressed,

and that shows his message has been understood
1-*
To communicate successfully you must be able to combine
active listening and assertive speakingAssertive speaking
Expressing yourself directly, positively, and with confidence,
so that your point comes across clearly, and so that you
maintain respect toward others
Speaking
1-*
Communication
Process by which information is exchanged between
individuals through a common system of symbols, signs, or
behaviors
Sender Expresses message to others
Receiver Listens to one or more speakers
Communication Process
1-*

Communication Process
Source creates a message (signal) that is transmitted through a
channel to a receiver. Receiver provides feedback.
Channel
Feedback
Message
1-*
Feedback
Feedback Verbal or nonverbal messages sent back through the
channel from receiver to senderCan
beImmediateDelayedCritical to effective communication
1-*
Communication Patterns
StructuredRecorded or documentedLess subject to
changeWidely known and accessible
UnstructuredDependent upon emotional factorsMore flexible
and open-ended than structured communicationMore
personalized

1-*
Types of Communication Patterns
Barbell
Triangle
Crossfire
Figure 1-1
Figure1-2
Figure 1-9
See other patterns in Section 1.4.1

1-*
Directional DifferencesUpward Communication
Messages from employees to management Downward
Communication
Messages from management to employees Lateral
Communication
Messages sent between peers
1-*
Barriers to
CommunicationPhysicalCulturalMotivationalEmotionalLanguag
eNonverbal
1-*
Intercultural communication
Making connections between different views of the
worldTransactional culture
Middle ground that emerges when a speaker and his/her own
cultural background come into contact with a person of another
culture
Culture & Communication

1-*
Communication in TeamsMethod types:Traditional
ElectronicConversationalInformation flowsLoops
1-*
Copyright Notice
© 2006 John Wiley & Sons, Inc. All rights reserved.
Reproduction or translation of this work beyond that permitted
in section 117 of the 1976 United States Copyright Act without
express permission of the copyright owner is unlawful. Request
for further information should be addressed to the Permissions
Department, John Wiley & Sons, Inc. The purchaser may make
back-up copies for his/her use only and not for distribution or
resale. The Publisher assumes no responsibility for errors,
omissions, or damages caused by the use of these programs or
from the use of the information herein.
All clipart and photos courtesy of Microsoft.com

Assignment #1: FOLLOWING THROUGH (10 POINTS)
Read page XV – XXII and complete the following:
1. The Author of the Tuskegee Song is
.
2. There are verses to the Tuskegee Song.
3. Complete the following from a verse in the Tuskegee Song:
“Thy we have held up the steeps, when and
slow was the and onward and we’ve
with Thee for the glory of and our .
4. The Tuskegee Mascot is a .
5. The Tuskegee Colors are
.
6. List two (2) Classroom Protocols
and .
7. List t wo (2) Convocation and Special Events Protocols
and .
8. After reading about Academic Honesty on page XXII, what
will you do to ensure your commitment to Academic Honesty?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_______________________________________________
Assignment #2: IMPORTANT TO KNOW (10 POINTS)
1. Complete the information on Page 7. Sign, date and submit as
directed by your Instructor.
2. Read Page 9 and then LIST 5 additional strategies you will
use for getting better grades.
I.
_____________________________________________________
__________________
II.
_____________________________________________________

__________________
III.
_____________________________________________________
__________________
IV.
_____________________________________________________
__________________
V.
_____________________________________________________
__________________
READ CHAPTER 1 – Your Instructor will review
· The History of Tuskegee University and the important role of
the first President: Booker T Washington
· The Mission and Purpose of Tuskegee University and the 3
special elements of the University’s Mission
You should
· Familiarize yourself with the names of the Past Presidents, the
Board of Trustees, your Student Leaders and Organizations.
Assignment #3 (10 POINTS)
1. Booker T Washington is known for his many Quotes. Ex.
“Excellence is to do a common thing in an uncommon way”
· Now it is your turn to develop an original quote for yourself.
Click in the box and type your quote:
2. Booker T Washington left a very lasting and impressive
legacy in history. Click and type in the box below how you want

to be remembered in history.
·
I want to be remembered as some who
READ CHAPTER 2 – Your Instructor will review
· The History of Tuskegee University and the important role of
the first President: Booker T Washington
· The Mission and Purpose of Tuskegee University and the 3
special elements of the University’s Mission
You should
· Familiarize yourself with the names of the Past Presidents, the
Board of Trustees, your Student Leaders and Organizations.
Assignment #4 – Search Word: An Overview of Tuskegee
University (10 POINTS)
· See the Search Word activity on Page 4.
· Alpha Kappa Alpha was done for you.
· When you find the words select each letter one at a time and
UNDERLINE them. Make each letter BOLD. You can change
the color from Black to one of your choice. Words may be
found diagonally, backwards, horizontally, etc.
· Enjoy!

SEARCH WORD: AN OVERVIEW OF TUSKEGEE
UNIVERSITY
V
N
O
T
P
M
A
H
C
N
O
Z
M
D
L
F
L
V
F
Q
F
F
E
D
N
H
U
A

W
Q
L
H
C
T
V
K
B
W
A
E
G
D
E
L
W
O
N
K
R
E
T
S
O
F
F
Z
V
F
D
Y
G
E
O
R

G
E
W
A
S
H
I
N
G
T
O
N
C
A
R
V
E
R
L
D
E
E
E
R
C
M
E
G
S
M
I
I
Q
N
P
J

A
C
D
D
L
H
F
O
L
A
R
O
M
I
V
S
W
I
N
U
O
D
M
F
T
U
S
K
E
G
E
E
B
Z
K
P

A
Y
T
O
N
A
V
S
S
A
C
C
E
X
Z
T
U
S
S
R
E
C
F
A
C
M
P
R
O
T
A
C
U
D
E
K

O
E
K
W
J
A
J
O
W
R
S
C
Q
Q
V
Z
F
P
A
T
T
E
R
S
O
N
D
U
V
J
B
N
X
R
H
N

U
R
Y
M
H
S
A
M
U
R
W
E
Y
C
A
G
E
L
E
W
Z
U
C
B
H
F
C
Z
C
A
C
R
E
R
D
M

N
T
C
V
R
A
T
L
A
N
T
A
A
D
D
R
E
S
S
R
W
F
R
M
A
E
K
N
K
A
I
J
I
A
G
N

I
S
I
V
D
A
C
I
M
E
D
A
C
A
A
H
A
E
E
F
N
G
H
A
K
O
C
O
S
N
O
I
T
C
U
R

T
S
N
I
W
C
R
N
F
W
E
R
N
A
E
E
C
M
Q
N
F
R
N
O
H
C
O
R
Y
O
B
E
S
U
O
H

X
C
C
L
S
I
S
I
D
I
A
L
A
I
C
N
A
N
I
F
F
S
L
R
C
W
L
J
Q
D
K
H
U
P
E
C

D
L
L
D
G
D
K
J
I
K
P
Y
S
X
B
N
O
T
O
M
R
J
I
G
Z
I
G
C
R
A
V
A
O
A
Z
P

C
A
S
T
R
L
U
P
G
M
N
G
T
L
E
A
D
E
R
S
H
I
P
N
L
T
G
V
S
T
I
N
U
C
I
M

E
D
A
C
A
N
E
V
E
S
J
S
I
E
H
Z
R
S
F
O
Q
Y
X
D
D
A
L
P
H
A
K
A
P
P
A
A

L
P
H
A
X
Z
Q
M
S
W
I
D
W
D
C
W
A
S
H
I
N
G
T
O
N
L
M
Z
C
B
I
S
I
I
P
C

V
E
M
X
Q
Q
H
Q
Z
Q
U
T
E
C
A
E
I
L
E
P
I
W
S
L
A
V
E
J
C
X
E
N
L
T
L
D

E
W
E
Y
A
S
F
K
H
D
S
I
O
B
U
D
E
C
I
V
R
E
S
E
I
T
D
G
U
E
P
V
Assignment #5: After reading Chapter 2, complete ONE of the

following. (10 POINTS)
1. Write a letter to a friend who is a Senior at your former high
school outlining to him or her some of the differences between
High and College. Include five(5) lessons you have learned
about College since you began your college journey at Tuskegee
University. The document should be well written and free of
grammatical errors. HINT: Read pages 26 – 31
2. Imagine you are invited by your former High School
Principal to give the Graduation Commencement Speech about
the differences between high school and college at your former
high school. What are some of the differences you would share
during your speech. HINT: Read the information presented on
pages 26 - 52 of your Textbook
· Once you decide on your Topic # complete it on Page 6.
· Ensure you complete minimally 3 paragraph (5-7 sentences
each) free of grammatical and spelling errors.
Chosen Topic # ________

6
3-*
Effective Conflict ResolutionJohn Wiley & Sons
Text by
Marty Brounstein, Arthur H. Bell & Dayle M. Smith,
with Connie Isbell
PowerPoints by
Gates Stoner
Pima Community College

3-*
ObjectivesLearn how to approach conflict constructivelyLearn
how to use assertive communication tools in conflict
situationsReview steps of conflict-resolution modelsPractice
how to handle challenging reactions in conflicts
3-*
What is Conflict?Conflict A problem in which two or more
people have a difference of opinions, methods, goals, styles,
values, etc. Approach taken determines if the outcome of a
conflict is positive or negative.
3-*
Behaviors to AvoidYellingBlamingReacting defensivelyMaking
negative assumptionsAvoiding the situation Subtle digs and
sarcastic remarksPersonal insultsComplainingIssuing
ultimatumsArguing or pushing harder and harder for your way
These actions undermine conflict resolution process:

3-*
Taking the Path to Success
Go to the source
Stay in control
Stay focused on the issues
Actively listen
Be straight and sincere
Go for solutions
Assume the other person means well
3-*
Aggressive Approach
Common BehaviorsBlamingInterruptingRefusing to
compromiseAttackingDominating
Focus on
Solution
s
No
OutcomesDefensivenessResistance

3-*
Non-aggressive Approach
Common BehaviorsAvoidingAppeasing othersHesitations and
apologies
Focus on

1-Business CommunicationJohn Wiley & SonsBy Marty B.docx

Recommended

Recommended

More Related Content

Similar to 1-Business CommunicationJohn Wiley & SonsBy Marty B.docx

Similar to 1-Business CommunicationJohn Wiley & SonsBy Marty B.docx (20)

More from jeremylockett77

More from jeremylockett77 (20)

Recently uploaded

Recently uploaded (20)

1-Business CommunicationJohn Wiley & SonsBy Marty B.docx