Transcript Chapter 1 - Professional Communications

1
“The art of communication is the
language of leadership.”
― James C. Humes, American author
and presidential speech writer
Understanding the
Communication Process
After completing the chapter, you will be able to:
• Describe the state of communication today.
• Identify the steps in the communication process.
• Compare informal and formal business
communication.
• Explain the written and verbal communication skills
that are essential to successful communication in the
workplace.
• Describe the role nonverbal communication skills
play in the communication process.
• Discuss how to overcome common barriers to
effective communication.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communicating Today
• Communication is the
process of sending
and receiving messages
that convey information,
ideas, feelings, and beliefs.
Shutterstock
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communicating Today
1. What is communication?
2. How has technology changed communication
over the past decade?
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• We communicate to:
–
–
–
–
share information
create relationships
persuade
entertain others
Shutterstock
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• There are six parts of the communication process:
–
–
–
–
–
–
sender
message
channel
receiver
translation
feedback
Photos: Shutterstock
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• Sender
– begins the communication process
– decides there is a need to relay information to the
receiver
– assembles the information
– information takes the form of the message
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• Message
– Sender decides the format of the message:
• words (written or spoken)
• pictures
• video
– Putting the message into the format it will be sent to
the receiver in is known as encoding.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• Channel
– Sender decides channel through which to send the
message:
• face-to-face conversation
• telephone conversation
• letter
• e-mail
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• Receiver
– Physically receives the message
– Has responsibility to the sender
• Giving attention to the message is essential to the
communication process.
• Giving attention to the sender is both a matter of
courtesy and necessity.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• Translation
– Once the receiver receives a message, it will be
translated, or decoded, to see if the contents are
understood.
– Message is not actually “received” if the receiver does
not understand the content of the message.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
• Feedback
– receiver’s response to a message
– tells the sender if the receiver understood the
message as it was intended
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Communication Process
1. What are the six parts of the communication
process?
2. What is the difference between encoding and
decoding?
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Informal and Formal
Business Communication
• Informal communication is casual sharing of
information with no customs or rules of etiquette
involved.
– text messaging
– telephone calls
– talking at the
water cooler
Shutterstock
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Informal and Formal
Business Communication
• Formal communication follows protocol (rules of
etiquette) as to how levels of employees interact
with each other.
– Upward communication is with supervisors,
managers, and executives.
– Lateral communication is with peers (persons of
equal standing or work position).
– Downward communication is with those over whom
you have a position of authority.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Informal and Formal
Business Communication
• Formal communication
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Informal and Formal Business Communication
1. What is the difference between formal and
informal business communication?
2. What is a protocol?
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Written and Verbal
Communication
• Written communication means recording words
through writing or keying to communicate.
– use Standard English and business style for
formatting documents
– business communication represents you and your
company
– written communication creates a record that can be
recalled in the future
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Written and Verbal
Communication
• Verbal communication means speaking words to
communicate.
– Organizing thoughts is an important part of verbal
communication.
– Planning involves thinking about who will receive
the message and what you want to accomplish.
• make notes before meeting
• have an agenda
• research information
• Planning saves time.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Written and Verbal
Communication
• Nonverbal communication refers to actions, as
opposed to words, that send messages.
–
–
–
–
body language
touch and space
behavior
paralanguage
Shutterstock
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Written and Verbal Communication
1. What is written communication?
2. What is verbal communication?
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Nonverbal Communication
• Body language is nonverbal messages.
–
–
–
–
gestures
facial expressions
other body actions or postures
context determines meaning of body language
• Context is the environment or setting in which
something occurs or is communicated.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Nonverbal Communication
• Touch and space
– Touch—a handshake
– Space—distance between yourself and the other
person
• Use judgment when standing next to others in
business.
• The personal space of others varies depending on your
social upbringing and community norms.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Nonverbal Communication
• Touch and space
– Take behavioral cues from others with more
experience, but do not make the mistake of emulating
poor habits
– “Your actions speak louder than words”
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Nonverbal Communication
• Paralanguage
– the attitude you project with the tone and pitch of
your voice
– Tone, pitch, quality of voice, and rate of speaking
convey emotions that will be judged by the receiver,
regardless of the content of the message.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Nonverbal Communication
1. What is nonverbal communication?
2. Why is paralanguage considered nonverbal
communication?
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Barriers to Effective
Communication
• Barriers are anything that prevents clear, effective
communication.
• Barriers may occur
in written, verbal,
and nonverbal
communication.
Shutterstock
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Barriers to Effective
Communication
• Sending barriers occur when the sender says or
does something that causes the receiver to tune out.
– do not assume what the receiver knows
– select appropriate format for message, e-mail or a
phone call, based on the situation
– ask for feedback from the receiver
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Barriers to Effective
Communication
• Receiving barriers happen when the receiver says
or does something that causes the sender’s message
not to be received.
– Make sure you read all of what has been written.
– Take responsibility for getting clarification if you do
not understand the message.
– Hearing is an innate ability, except in the case of a
physical disability.
– Listening is a conscious action.
– Give feedback.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
Barriers to Effective Communication
1. What is a sending barrier?
2. What is a receiving barrier?
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
• Communication is the process of sending and
receiving messages that convey information,
ideas, feelings, and beliefs.
• The communication process is a series of
actions on the part of the sender and the
receiver of the message.
• Informal business communication is casual
sharing of information with no customs or
rules of etiquette.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.
• Written communication means recording
words through writing or keying to
communicate.
• Nonverbal includes body language and
behavior.
• Barriers can be sending or receiving barriers.
© Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational use only.