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Business Communication

• John Wiley & Sons

• By Marty Brounstein

• PowerPoints by
  Gates Stoner
  Pima Community College

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Objectives

• Learn role of assumptions in effective communication
• Review steps of communication process
• Recognize common patterns of business communication
• Follow guidelines for team communication

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• Creates mutual understanding
• Is aware of assumptions
• Avoids downside assumptions

Ex.

• Stereotyping
• Jumping to conclusions
• Focusing on intention
• Thinking you know best

Effective Communication

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Listening

Speaking

Reading

Writing

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Listening

“ I only wish I could find an institute that teaches people how to listen. After all, a good manager needs to listen at least as much as he [or she] needs to talk. Too many people fail to realize that real communication goes in both directions …”

Lee Iacocca

• Active listening Providing nonverbal & verbal feedback to a speaker that allows his message to be expressed, and that shows his message has been understood

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To communicate successfully you must be able to combine active listening and assertive speaking

• Assertive speaking

Expressing yourself directly, positively, and with confidence, so that your point comes across clearly, and so that you maintain respect toward others

Speaking

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• Communication

Process by which information is exchanged between individuals through a common system of symbols, signs, or behaviors

• Sender Expresses message to others

• Receiver Listens to one or more speakers

Communication Process

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Communication Process

Source creates a message (signal) that is transmitted through a channel to a receiver. Receiver provides feedback.

Channel

Feedback

Message

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Feedback

Feedback

• Verbal or nonverbal messages sent back through the channel from receiver to sender
• Can be
• Immediate
• Delayed
• Critical to effective communication

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Communication Patterns

Structured

• Recorded or documented
• Less subject to change
• Widely known and accessible

Unstructured

• Dependent upon emotional factors
• More flexible and open-ended than structured communication
• More personalized

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Types of Communication Patterns

Barbell

Triangle

Crossfire

Figure 1-1

Figure1-2

Figure 1-9

See other patterns in Section 1.4.1

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Directional Differences

• Upward Communication

Messages from employees to management

• Downward Communication

Messages from management to employees

• Lateral Communication

Messages sent between peers

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Barriers to Communication

• Physical
• Cultural
• Motivational
• Emotional
• Language
• Nonverbal

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• Intercultural communication

Making connections between different views of the world

• Transactional culture

Middle ground that emerges when a speaker and his/her own cultural background come into contact with a person of another culture

Culture & Communication

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Communication in Teams

• Method types:
• Traditional
• Electronic
• Conversational
• Information flows
• Loops

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Copyright Notice

© 2006 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.

All clipart and photos courtesy of Microsoft.com