Basic Business CommunicationSkills for Empowering the Internet Generation
N I N T H E D I T I O N
Lesikar
Flatley
Communication in the Communication in the WorkplaceWorkplace
CHAPTER 1
2
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
2Overview
Communication in the Workplace
1
The importance of communication
Three forms of communication in business
Formal and informal networks
The process of communication
Basic truths about communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
3
The Importance of Communication Skills as The Importance of Communication Skills as Expressed by Business AuthoritiesExpressed by Business Authorities
“Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.”
--Business Section New York Times
“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.”
--Max De Pree, Author The Art of Leadership
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
4
Evidence of Communication Evidence of Communication Weakness in BusinessWeakness in Business
“I’m surprised how so many people struggle with communication.”
--Michael Rook, Production Manager Hewlett Packard, San Diego, CA
“The first thing the Human Resources Department did was give me a writing book.”
--Sam Reeves, IT Consultant AMS, Denver, CO
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
5
Main Forms of Main Forms of Communication in BusinessCommunication in Business
Operational Internal External
Personal
Intranets like this one from Deere & Company are used for internal communication.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
6
Communication NetworksCommunication Networks
Formal Networkwell-established, usually
along operational linesplanned
Informal Networkcomplexdynamic
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
7
DepartmentManager
Supervisor Supervisor
Black Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)
The Formal and Informal Communication Networks The Formal and Informal Communication Networks in a Division of a Small Manufacturing Companyin a Division of a Small Manufacturing Company
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
8
Factors Affecting Volume of Factors Affecting Volume of Communication in BusinessCommunication in Business
Nature of the business
Operating plan
People
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
9
A Model of the Communication ProcessA Model of the Communication Process
1. A message sent by Marci arrives in Kevin’s “sensory world.”
2. Kevin’s senses pick up the message, but may also pick up competing information.
3. Marci’s message is filtered through Kevin’s unique mind and is given meaning.
4. The meaning given may trigger a response, which Kevin’s unique mind forms.
5. Kevin sends the message to Marci. It enters her sensory world, and a second cycle begins.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
10
A Model of the Communication ProcessA Model of the Communication Process (continued)(continued)
1. A message sent by Kevin arrives in Marci’s “sensory world.”
2. Marci’s senses pick up the message, but may also pick up competing information.
3. Kevin’s message is filtered through Marci’s unique mind and is given meaning.
4. The meaning given may trigger a response, which Marci’s unique mind forms.
5. Marci sends the message to Kevin. It enters his sensory world, and another cycle begins.
11
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
11
How Oral and Written How Oral and Written Communication DifferCommunication Differ
is more likely to involve creative effort, has longer cycles, and usually has fewer cycles.
Written communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
12
Some Basic Truths about Some Basic Truths about CommunicationCommunication
Meanings sent are not always received.
Meaning is in the mind.
The symbols of communication are imperfect.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
13
Adaptation
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
14
“Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.”
--William Zinsser, AuthorOn Writing Well