Post on 12-Nov-2014
Business Communication
Foundations
Chapter 1
Business Communication
The process of establishing a common understanding between or among people within a business environment.
• Getting jobs you want• Gaining promotions• Providing leadership• Being productive on the job• Relating positively to others• Assuring success of your
organization
The Importance of Communicating Effectively
Internal and External Communication
• Internal– Day-to-day exchange among
employees
• External– Flows between an organization and
the entities with which it interacts
Business Communication is Transactional
Give-and-take relationship between sender and receiver in order to establish a common understanding
Goals of Business Communication
1. Receiver understanding
2. Receiver response
3. Favorable relationship
4. Organizational goodwill
Internal Communication Patterns
• Vertical
• Horizontal
• Network
Formal Communication
• Is business related• May be written or oral• Is planned by the organization• Flows in all directions• Is essential for effective
operation of the business
Informal Communication
• Referred to as “the Grapevine”• May be either business or personal • Is not planned by the organization• Flows in all directions• Develops and maintains positive
human relationships
Serial Communication
• Chain of three or more people• Messages usually changed as
passed• Receivers should
– Take notes– Repeat the message
Office Politics
The competitive environment that exists within the corporate culture
Communication Process Model
© Krizan, Merrier, Logan, Schneiter, Business Communication, 7ed., Southwestern
Sender’s Role
• Selecting the type of message• Analyzing the receiver• Using the you-viewpoint• Encouraging feedback• Removing communication
barriers
Receiver’s Role
• Listening or reading carefully• Being open to different types of
senders and to new ideas• Making notes when necessary• Providing appropriate feedback
to the sender• Asking questions to clarify the
message
Verbal and Nonverbal Communication
• Verbal – uses words
• Nonverbal - does not use words
Message Channels
• Written
• Oral
• Nonverbal
The You-Viewpoint
The sender gives primary consideration to the receiver’s point of view when composing and sending messages.
Analyzing the Receiver
• Knowledge
• Interests
• Attitudes
• Emotional Reaction
Feedback
• The sender’s role includes providing for feedback– Ask directly or indirectly for a
response– Assist the receiver in giving the
response
Communication Barriers
Any factors that interfere with the success of the communication process
Communication Barriers in Word Choice
• Denotative versus connotative meaning
• Idioms
• Implications and inferences
More Communication Barriers
• Grammar, sentence structure, punctuation, and spelling
• Type of message• Appearance of the message• Appearance of the sender
More Communication Barriers
• Environmental factors• Receiver’s capability• Ineffective listening skills• Other barriers