Transcript Business Communication

Business
Communication
Chapter 1
Communicating in Your Life
OBJECTIVES
 Identify the elements of business communication
 List purposes of business communication
 Identify types of business communication
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The Communication Process
 Communication – is the process used to send and
interpret messages so they are understood.
 Talking with teachers & students, sending e-mail
messages, writing a report, and listening to a song are
also forms of communication
 Communication allows people to fill social needs – to
have contact with others.
1.1 The Communication Process and Its Forms
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The Communication Process
 Message
 Sender
 Receiver
 Channel
 Feedback
© Photodisc / Getty Images
Senders and receivers are important elements
in the communication process.
1.1 The Communication Process and Its Forms
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The Communication ProcessMessage
 Message- is an idea expressed by a set of symbols,
such as words or gestures
 Verbal symbols- words used in spoken or written
message
 A message sent without words is nonverbal
communication
 Nonverbal symbols- actions or conditions that express
a meaning. Ex – gestures, posture, facial expressions,
color and lighting….they add meaning to a message
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The Communication Process- Sender
and Receiver
 Sender- a person who creates and shares a message.
 Ex – When you post a comment on Facebook
 Ex - talk to your friends about what you are doing this
weekend
 Receiver- a person who hears, sees, or reads symbols
and interprets a message
 Ever misinterpret a text message?
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The Communication Process- Channel
 Channel- the mode or form used to send a message
 To send messages, people speak and write
 To receive messages, people listen and read
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The Communication Process-Feedback
 Feedback- the response of a receiver to a message.
 Feedback can be nonverbal (a smile or a thumbs up) or
it can be verbal (“Sure, I’ll help you with your
homework!”)
 Any response – even no response – is feedback
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Quick! Partner activity
 Pair up
 With your partner, create a scenario where you two are
using the five elements of the communication process
 Don’t forget about non-verbal communication, and
written message!
 Act out what you came up with!
 *Be able to tell us how the elements of the
communication process line up with your scenario
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Purposes of Communication
 Business communication- is sending and
interpreting messages related to products, services or
activities of a company or an organization.
Purposes of Communication:
 Obtain or share information
 Build goodwill and image
 Persuade
 Build relationships and
self-esteem
People communicate in meetings to
share information.
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Obtain or Share Information
 Information is one of the most valuable resources
people and companies have
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Build Goodwill and Image
 Goodwill – a positive feeling or attitude toward
others.
 When others feel good toward you or a company, they
are more likely to share information, grant requests
you make, or offer support in other ways
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Persuade
 To persuade means to convince others to adopt an
opinion or take a certain action
 When was the last time you tried to persuade someone
to do something?
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Build Relationships and Self-Esteem
 People have various types of relationships with others
 Communicating effectively helps build those positive
relationships
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Types of Business Communication
 Formal and informal communication
 Formal – Email to a boss
 Informal – Chatting with employees around the water
jug. Sometimes called the “grapevine”
 Communication direction
 Downward
 Lateral or horizontal
 Upward
Communication among peers is called
lateral communication.
1.1 The Communication Process and Its Forms
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Types of Business Communication
 Written and oral communication
- Written communication is often the best channel for a
message for these reasons:
1. Written messages provide a record of information
exchanged. Ex – a price quoted in a written bid
2. The message can be revised until logical and clear
3. A written message allows the receiver to read the
message and refer to it as many times as necessary.
1.1 The Communication Process and Its Forms
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Types of Business Communication
 Written and oral communication
 Oral communication –
 Of all types of communication, oral communication is
the fastest.
 Provides immediate feedback to the sender.
1.1 The Communication Process and Its Forms
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Protecting Confidential
Information
 Confidential information is data that should be kept
private or secret
 Examples:
 Patient health records
 Employee salaries
 Plans for a new product
 Employees should not share confidential data with
people who are not authorized to have it
1.1 The Communication Process and Its Forms
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1.2 Overcoming Communication Barriers p. 11
 Communication barriers – things or conditions that
interfere with communication
 External communication barriers – conditions
outside the receiver and the sender that hinder
communication
 Poor lighting, heat or cold, and noise
 Document appearance
 Closed communication climate
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1.2 Overcoming Communication Barriers p. 11
 Internal communication barriers – Conditions
within a receiver and sender that hinder
communication
 Educational background, experiences, and biases
 Lack of interest or motivation
1.2 Overcoming Communication Barriers
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Overcoming Barriers
 The sender’s duties
 Audience analysis
 Message environment
 Symbol and channel selection
 Seeking feedback
Audience Profile
Questions
1.2 Overcoming Communication Barriers
The message environment affects how
listeners receive a message.
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Overcoming Barriers
 The receiver’s duties
 Reading
 Listening
© Blend Images / Getty Images
Readers should select a quiet location
that is free from distractions.
1.2 Overcoming Communication Barriers
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Checking Understanding
 Reading skills are important for success
 At school
 On the job
 In personal activities
 Paraphrasing is a good way to check your
understanding of a message
1.2 Overcoming Communication Barriers
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Importance of Reading
 Reading and the job search
USAJOBS is the official job site of the U.S. government.
1.3 Reading in the Workplace
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Importance of Reading
 Reading on the job
 Staying informed
 Following procedures
 Handling transactions
 Providing customer service
 Making decisions and
solving problems
© Digital Vision / Getty Images
Workers must read orders and packing slips.
1.3 Reading in the Workplace
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Improving Reading Skills
 Types of reading
 Skimming
 Scanning
 Careful reading
 Improving speed and comprehension
1.3 Reading in the Workplace
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Free Reading Tests
 Free reading tests are available online
 Search for speed reading test
 Questions
1. What is your reading speed as shown by the free online
test?
2. How does your score compare with the speeds discussed
in the text?
school.cengage.com/bcomm/buscomm
1.3 Reading in the Workplace
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Vocabulary
audience analysis
business communication
channel
communication
communication barriers
confidential information
external communication
barriers
feedback
goodwill
grapevine
internal communication
barriers
listening
message
message environment
nonverbal symbols
reading
receiver
scanning
sender
verbal symbols
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Audience Profile Questions
 What is the age and gender of the receiver?
 Does the receiver have experience or education related to
the topic?
 What are the concerns and needs of the receiver?
 What are the beliefs and viewpoints of the receiver?
 Will the message make the receiver happy? sad? pleased?
upset?
BACK
1.2 Overcoming Communication Barriers
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