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Business Communication

10e, Newman

in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use.

 LO1: Identify the components of

communication.

 LO2: Identify the major verbal and nonverbal

barriers to communication.

 LO3: Describe the criteria for choosing

communication media.

 LO4: Avoid potential legal consequences of

communication.

 LO5: Communicate ethically.

certain product or service or otherwise on a password-protected website for classroom use.

C o p y ri g

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certain product or service or otherwise on a password-protected website for classroom use.

Identify the components

of communication.

certain product or service or otherwise on a password-protected website for classroom use.

Downward Communication

Flow of information from managers to

their employees (people who report to

them)

Upward Communication

Flow of information from lower-level

employees to upper-level employees or

managers

Lateral (or Horizontal) Communication

Flow of information among peers

within an organization

certain product or service or otherwise on a password-protected website for classroom use.

 Why do you think this may be true?

 As a manager, you can never stop the grapevine,

but how can you manage it and learn from it?

“I’ve discovered that the less I say,

the more rumors I start.”

- Bobby Clarke, Philadelphia Flyers hockey player

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C o p y ri g

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certain product or service or otherwise on a password-protected website for classroom use.

Identify the major verbal

and nonverbal barriers to

communication.

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Inadequate Knowledge or Vocabulary

Differences in Interpretation

Language Differences

Inappropriate Use of

Expressions

Overabstraction and Ambiguity

Polarization

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“No Smoking the Bed”

“For Restrooms, Go Back Toward Your Behind”

“Execution in Progress”

“No Walking While Sightseeing”

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Inappropriate or Conflicting

Signals

Differences in Perception

Inappropriate Emotions

Distractions

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certain product or service or otherwise on a password-protected website for classroom use.

Click image to play the video

● What verbal and nonverbal communication barriers do

you identify in this scene?

● Do you find the sales associate too aggressive or

simply a good salesperson?

certain product or service or otherwise on a password-protected website for classroom use.

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certain product or service or otherwise on a password-protected website for classroom use.

Describe criteria for

choosing communication

media.

Written Communication Examples

 Colorful brochures

 Financial statements

 Solicitation letters

 Complex reports

 Periodicals (magazines, journals, newspapers)

Oral Communication Examples

 One-on-one meetings

 Team meetings

 Conferences

C K P H

O T O

.C O

M / S P IF

F Y

J 5

R O

B E R T D

A L Y / J U

P IT

E R I M

A G

E S

certain product or service or otherwise on a password-protected website for classroom use.

Email, Phone, Voice

Mail

Instant and Text

Messaging

Social Media

BRIANAJACKSON/ISTOCKPHOTO.COM PIUS LEE/SHUTTERSTOCK.COM

DAVID J. GREEN - LIFESTYLE THEMES/ALAMY LIMITED

certain product or service or otherwise on a password-protected website for classroom use.

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RICH LEAN

Face-to-Face Meeting

Videoconferencing

Teleconferencing

Phone Call

Voice Message

Blog

Microblog

Brochure

Newsletter

Flier

In-Person Oral Presentation

Online Meeting Video

Vlog Report Email

Text Message

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Relationship Considerations

• New or existing relationship?

• Good news or bad?

• Feedback needed?

• Audience level and preference?

• Likely audience reaction?

• Confidential message?

• Documentation needed?

Logistical Considerations

• Length and complexity of the

message?

• Number and location of

recipients?

• Urgency of the message?

• Probability of audience

understanding?

• Access to technology?

How do these factors affect the medium

you choose for your message?

certain product or service or otherwise on a password-protected website for classroom use.

C o p y ri g

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certain product or service or otherwise on a password-protected website for classroom use.

Avoid potential legal

consequences of

communication.

 Avoid writing or saying anything that you would not

like to become public.

 Read your company’s social media policy carefully.

If you delete an email,

isn’t it gone forever?

certain product or service or otherwise on a password-protected website for classroom use.

C o p y ri g

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certain product or service or otherwise on a password-protected website for classroom use.

Communicate ethically.

Professional Ethics

Defined by an organization

Social Ethics

Defined by society

Individual Ethics

Defined by a person

certain product or service or otherwise on a password-protected website for classroom use.

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Did the lawyers behave

professionally and ethically?

Who should have ended the

conversation? When?

Connect to

the email

exchange via

the blog.

ALBERTO ZORNETTA/SHUTTERSTOCK.COM

certain product or service or otherwise on a password-protected website for classroom use.

http://www.bizcominthenews.com/bizcom_in_the_news/company-examples-for-chapter-1-understanding-business-communication.html

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1. Is the action legal?

2. Does the action comply with your company’s policies and guidelines?

3. Who will be affected by your decision and how?

4. Does the action comply with company values?

5. How will you feel after the decision is known?

certain product or service or otherwise on a password-protected website for classroom use.

View the full story

on the blog.

Emails Reveal Legal Bill Padding

Lawyers should know better than to send joke emails they want to

keep private. Emails among attorneys at DLA Piper, the world's biggest

law firm, have become public in a lawsuit about overbilling.

The suit is a counterclaim by an energy executive who has $675,000 in

unpaid bills with DLA Piper. In the suit, Adam H. Victor accuses DLA

Piper of inflating billable time by performing unnecessary tasks and

taking too long to complete them with too many staff.

The emails seem to confirm his claims. In one example, captured by

The New York Times, an attorney says that "random people" were

working on the case "for whatever reason" to "churn that bill, baby!"

Components | Barriers | Media | Ethics © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a

certain product or service or otherwise on a password-protected website for classroom use.

http://www.bizcominthenews.com/bizcom_in_the_news/2013/03/emails-reveal-legal-bill-padding.html

http://dealbook.nytimes.com/2013/03/25/suit-offers-a-peek-at-the-practice-of-padding-a-legal-bill/?nl=todaysheadlines&emc=edit_th_20130326

http://www.nytimes.com/interactive/2013/03/26/business/dealbook/20130326law-documents.html?_r=1&

certain product or service or otherwise on a password-protected website for classroom use.

 How good are you

at multitasking?

 Do the results of

this study cause

you to re-evaluate

your abilities?

Link to the video

via the blog.

certain product or service or otherwise on a password-protected website for classroom use.

http://www.bizcominthenews.com/bizcom_in_the_news/videos-for-chapter-1-understanding-business-communication.html

 What verbal and

nonverbal

communication barriers

can you identify in this

scene?

 How could the manager

communicate for better

results?

 How could the

employee communicate

differently?

RESERVED. COURTESY: EVERETT COLLECTION.

Link to the video

via the blog.

certain product or service or otherwise on a password-protected website for classroom use.

http://www.bizcominthenews.com/bizcom_in_the_news/videos-for-chapter-1-understanding-business-communication.html

What are the

advantages and

disadvantages of

Natalie’s idea?

If a company

must lay people

off, what do you

think is the best

approach?

In the movie Up in the

Air Natalie Keener

and Ryan Bingham

debate using

videoconferencing to

communicate layoffs.

certain product or service or otherwise on a password-protected website for classroom use.