business communication second canadian edition part i: foundations of business communication chapter...
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BUSINESS COMMUNICATIONSECOND CANADIAN EDITION
Part I: Foundations of business communication
Chapter One: Starting with the basics
Original Slides by Gates Stoner
Pima Community
College Adapted by Alan T. Orr
Objectives of this Chapter
• Review the steps of the communication process
• Recognize the common patterns of business communication
• Learn about barriers to effective communication
• Follow guidelines for communicating in teams
Business Communication, Second Canadian Edition 1
• Employees must be able to effectively:– Communicate with external
customers and internal
customers
– Work in cooperative, team-like
situations
– Successfully interact with others
Effective Communication
2
• Communication Process through which information is
exchanged between individuals through a common system of symbols, signs, or behaviours
– Sender - Expresses message to others
– Receiver - Listens to one or more speakers
Communication Process
4
Communication Process
Source creates a message (signal) that is transmitted through a channel to a receiver. Receiver provides feedback.
Channel
Feedback
Message
5
Communication Patterns
Structured• Recorded or
documented
• Less subject to change
• Widely known and accessible
Unstructured
• Dependent on emotional factors
• More flexible and open-ended than structured communication
• More personalized
6
Figure 1-1
Figure1-2
Figure 1-9
Types of Communication Patterns
Barbell
Triangle
Cross-
fire
See other patterns in Section 1.3.2
Barbell
Triangle
Cross-
fire7
Directional Differences
• Upward Communication Messages from employees to
management or from vendors to clients
• Downward Communication Messages from management to
employees or from clients to vendors
• Lateral Communication Messages sent between peers 8
Feedback
• Verbal or nonverbal messages sent back through the channel from receiver to sender
• Can be– Immediate– Delayed
• Critical to effective communication
9
Barriers to Communication
• Physical
• Cultural
• Motivational
• Emotional
• Language
• Non-verbal10
Assumptions
Assumption: a belief that something is true without proof or demonstration
• Common types:– Stereotyping
– Jumping to conclusions
– Focusing on intention
– Thinking you know best
11
• 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
12
Communication in Teams
• Method types:– Traditional
– Electronic
– Conversational
• Information flows
• Loops
13
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