business communication (comm 212) introduction course outline discussion group exercise general...

BUSINESS COMMUNICATION (COMM 212)

Introduction

Course Outline Discussion

Group Exercise

General Overview of Communication in Business

Question:

What trends are influencing the way we communicate in Business

today?

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• Communication technologies• The knowledge economy• Flatter organizations• Global business - Diversity• Team work environments• Focus – Risk, Sustainability

Communicating for Results

Chapter 1: Getting the Message Across

Importance of EffectiveBusiness Communications

Communication is a vital skill linked to effective leadership

Poor communications loses corporations billions of dollars

Employability Skills• Conference Board of Canada Report 2000

Importance of EffectiveBusiness Communications

Progress in the business world depends on the ability to: read and understand information manage and organize information speak and write to promote understanding; gain

attention listen and appreciate various points of view share information – through different media use different skills to clarify ideas (e.g., research) apply knowledge and skills from different disciplines

Communications Research

Communication – Latin Root Word meaning “common”

“Having something in common

through the transmission of ideas,

emotions and skills –

through sharing knowledge and exchanging

information.” (p.6)

Communications Research

Is this enough?

Different theoretical frameworks to understand effective communication

1. rhetoric – the practical art of discourse - language

2. semantics – the way our behavior is influenced by words and

symbols

3. semiotics – how meaning is assigned and understood

4. cybernetics – how info is processed and communication systems

function

The Communication Process

• Situated• Embedded in a particular environment or socio-

cultural context

• Relational• Involves the ability to interact effectively and ethically,

according to what is needed at a given moment

• Transactional• A cooperative activity in which people adapt to one

another

Transactional Communication Model

Communication ContextsInterpersonal communication

• Between two people• Face-to-face or through

mediated forms

Small-group communication• Between three or more people• Common goal

Organized communication• Within a hierarchical social

system • Interdependent groups• Common goals

Intercultural communication

• Management of messages

between different cultures

Mass communication

• send message to a large,

anonymous audience

Communication in Organizations

• Internal communication• Communication through the channels of an

organization

• External communication• Communication with audiences who are part of an

external environment

Informal and Formal Channels of Communication

• Formal communications network• System of communication sanctioned by

organizational management

• Informal oral communication network• Unofficial internal communication

pathways that carry gossip• Sometimes accurate,

sometimes not

The Flow of Information• Formal communication channels

• Facilitate the flow of information through the hierarchy of an organization

• Upward communication flow• Channels information from subordinates to

superiors• Downward communication flow

• Channels information from superiors to subordinates

• Horizontal communication flow• Channels information between individuals at

the same organizational level

Verbal and Non-Verbal Forms

Using Words -

Speaking & Listening

Reading & Writing

Wendy Keller Sept. 2012


45%

16%9%

30%

Sending Receiving



Using Words -

What are some of the different forms

in which we use words to communicate?



Using Words -

Oral Written

Conversation Letter

Phone Calls Email, Fax

Meeting Memo, Report

Interview Resume

Conference Newsletter

*Multi-dimensional literacy*



Oral Written Advantage

Immediate Feedback Permanent RecordNon-verbal clues ConvenienceHuman Contact EconomyPersonal Impact Easy Distribution

Disadvantage

Time Consuming Permanent RecordDistractions Impersonal?Emotional Content Broad Distribution



7% of the meaning is in the words that are spoken

38% - “paralinguistic” – voice quality

55% - non-verbal expression



1. Eye Contact –

Brief versus long - understand cultural implications

2. Facial Expressions –

250,000 different expressions Do you have a “poker face”?

3. Gesture and Posture (Body Language)



1. Eye Contact – Brief versus long - understand cultural implications

2. Facial Expressions – 250,000 different expressions Do you have a “poker face”?

3. Non-verbal vocal qualities of communication – “Vocalics” -

paralanguage - intonation, pitch, emotion, pauses

4. Gesture and Posture (Body Language – “Kinesics”

5. Time – whether you are on time or how time is used – “Chronemics”

6. Space – choice of surroundings - “Proxemics”

Territory – social interaction (e.g. Touch) – distance

7. Appearance of … People…Documents - “Image”



Impact of Non-Verbal communication on Verbal Communication:

1. Repetition clarify, reinforce

2. Contradiction Conflict – Can lead to

4. Substitution the non-verbal cue sends the message

3. Regulation Sets the tone; start, finish communication,

control style given different settings

5. Accenting and Complementing - confirms

Encoding and Decoding – Sending and Receiving non-verbal cues.

Barriers to Communication

“What gets in the way of or

hinders successful

communication?”


Barriers to Communication

– Interpretation of Symbols – Words

– Misunderstanding of Non-Verbal Clues

– Different Frames of Reference

…experience, culture - education, values, beliefs, etc.

– Language Skill

…vocabulary, skill in written and/or oral expression

– Poor Listening

– Distractions

…noise, poor connections, print issues, etc.


1. Build Language Skills - Oral and Written

Be purposeful

Be a careful reader

Be a good “listener”

Be context sensitive

Be proactive

Overcoming Barriers to Communication



1. Build Language Skills - Oral and Written

2. Understand your own Communication

Style

3. Improve Interviewing Skills

4. Create Audience-Centered Messages

5. Develop a Reputation of Professionalism



3. Improve Interviewing Skills Understand Background

Frames of Reference


Understanding Frame of Reference = Cultural Literacy

Culture = A shared set of values, beliefs, customs, rules, and institutions held by a

specific group of people

Cultural literacy

Detailed knowledge of a culture that enables a person to function effectively within it

√

Ethnocentricity

Belief that one’s own ethnic group or

culture is superior to that of others

> Based on limited experience.X

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Components of Culture

Physicalenvironments

Education

Personalcommunication

Religion

Social structure

Manners &customs

Values &attitudes

Aesthetics

Culture

Social structure

Manners &customs

Values &attitudes

Aesthetics



Physical and Material CulturePhysical and Material Culture

How can these influence a culture?

TopographyPhysical features characterizing the surface of a geographic region

ClimateWeather conditions of a geographic region

Material CultureTechnology used to manufacture goods and provide services


High- and Low-context Communication Styles

" Culture is more often a source of conflict than of synergy. Cultural differences are a nuisance at best and often a disaster." Prof. Geert Hofstede, Emeritus Professor, Maastricht University.

http://www.geert-hofstede.com/

Culture And The Workplace

http://www.geert-hofstede.com/

Keys to Intercultural Communication• Show respect.• Develop awareness.• Avoid negative

judgments.• Cultivate a work

environment that values diversity.

• Ask questions.

• Prepare to be flexible and seek a common ground.

• Tolerate ambiguity and uncertainty.

• Listen to others, not your own ethnocentrism.

• Bridge cultural gaps.• Encourage your employer to

commit to a harassment- and discrimination-free workplace.

3. Improve Interviewing Skills Understand Background

Frames of Reference

Improve Questioning & Listening Skills Eliminate Distractions

Stay in the Present Develop an awareness of cognitive

dissonance

Set a positive tone Send signals that you are interested

Overcoming Barriers Cont’d


Effective Interviewing

• Effective Questioning & Listening

• Preparation

• Questioning skills

• Listening skills

• Building rapport & trust

• Diffusing conflict


A. Decide on the purpose of the communication (interview)

B. Review what you already know

C. Prepare your questions/strategy

D. Set the stage

E. Prepare to listen.

Effective Interviewing: Questioning & Listening


1. Similarity –membership

2. Contact - visibility

3. Positive Attitude towards

the relationship

4. Physical presence

5. Reciprocity – build on

indebtedness

6. Reliable & Responsible

7. Humbleness & Sharing

8. Respectful behavior

9. Complimentary

1. Social Comparison – “I am

better than you.”

2. Limited contact

3. Negative Presence

5. Breaches of trust

6. Egocentrism –”I only told a

little white lie...,you deceived

me.”

7. Breaking the “rules”

8. Negative perceived reputation

9. Disrespectful behavior

Building Trust Breaking Trust


Ethical Communication• Business ethics

• The socially accepted moral principles and rules of business conduct

• Ethical lapses: rationalizations happen because: • Safety in numbers• Head in the sand• Between a rock and a hard

place• “It’s no big deal.”• Entitlement• Team player

• Avoid Ethical Lapses by:

• Telling the truth.• Avoid language that

attempts to evade responsibility.

• Don’t suppress or de-emphasize important information.

Privacy in the Workplace• Personal Information Protection and Electronic

Documents Act (PIPEDA)

• Organizations must• provide accountability• identify reason for collecting information• gain consent• collect only necessary information• use information for intended purpose• maintain accuracy• provide safeguards• tell people how information will be used• give people access to their own information• develop straightforward complaints procedures

business communication (comm 212) introduction course outline discussion group exercise general...

Documents

nonverbal communication

different skills

business communication

sustainability communication

communication theory

different media

different disciplines

business world