Chapter 1

Establishing a Framework
for Business Communication
Learning Objectives
1. Define communication and describe the value for
communication in business.
2. Explain the communication process model and
the ultimate objective of the communication
process.
3. Discuss how information flows in an organization
(formally and informally; downward, upward,
and horizontally; and through various levels).
4. Explain how legal and ethical constraints,
diversity challenges, changing technology, and
team environment act as a strategic force that
influence the process of business
communication.
What is Communication?

Communication is the process of

exchanging information and meaning
between or among individuals through a
common system of symbols, signs and
behavior.
Communication process include expressing
feelings, conversing, speaking,
corresponding, writing, listening and
exchanging.
Purposes of Communication

To inform, to persuade and to entertain

Communication in organization
establishing credibility and goodwill or
positive and productive relationships with
others.
 Communication purposes in Career /
organization
Attending meetings, writing reports
Collaborating with others to make decisions and
accomplish tasks.
Establishing productive working relationships
Presenting information
Explaining and clarifying management procedures and
work assignments.
Coordinating the work of various employees.
Departments and other work groups.
Evaluating and counseling employees.
Promoting the companys products / services and
image.
Communication Process Model
Communication Process Model
Encoding the Message
Communication Breakdown
Channel Selection and Message
Transmission
Two way, Face to Face
Two way, Not Face to Face
One way, Not Face to Face
Interferences (Barriers)
Decoding the Message
Giving Feedback
Encoding the Message

Encoding - the process of selecting and

organizing the message
Communication Breakdown
Words not present in receivers vocabulary
Ambiguous, non specific ideas that distort the message
Non verbal signals that contradict the verbal message
Expressions, Grammatical errors, mannerisms, dress
style
Channel Selection and Message
Transmission

Two way, Face to Face

Two way, Not Face to Face
One way, Not Face to Face
 Causes of Interference
Interferences (barriers) - other factors that
may hinder the communication process.
o Difference in educational level, experience,
culture, complexity of encoding and decoding the
message.
o Physical interferences - noisy environment,
interruptions and uncomfortable surroundings.
o Mental distractoins- preoccupation with other
matters, developing a response rather than
listening.
Decoding the Message

Decoding - the process of interpreting the

message
Problems
Receiver does not understand the words, words are
ambiguous.
Non verbal signals may be distracting or contradicting
the verbal message.
The receiver is threatened by the position or authority
of sender; leading to failure to ask for needed
clarification.
 Communication Process Barriers

Differences in _________
education level,
experience, and culture
Physical issues, such as _____or
noise room
temperature
Mental distractions, such as developing a
listening
response instead of ________
Communication Channels
 Communication Process Barriers

Differences in _________
education level,
experience, and culture
Physical issues, such as noise
_____or room
temperature
Mental distractions, such as developing a
listening
response instead of ________
Communicating Within Organizations
Levels of Communication
Intrapersonal Communication
Interpersonal Communication
Group Communication
Organizational Communication
Public Communication
Communication Flow in Organization
Formal Network Flow
Downward Communication
Upward Communication
Horizontal Communication
Informal Network Flow (Grapevine)
Levels of Communication

Continued
Levels of Communication (cont.)
(cont.)

EXAMPLES
Flow of Information within an Organization
Communication Systems

Reflects rules and procedures

Formal Created by management to
system control individual and group
behavior

Emerges as people interact

Informal within a formal system to
system create a satisfying
environment
 Dispelling Myths
about the Grapevine
Grapevine is ___
no _____
more or ____
less
accurate than other communication
channels

Message distribution is __________

networked
rather than linear in nature
External Influences on Business Communication

Legal and Ethical Constraints

Deal with Pressure to Compromise your Ethics
Causes of Illegal and Unethical Behavior
Framework for Analysing Ethical Dilemmas
Diversity Challenges
Communication Opportunities and Challenges in Diversity
Culture and Communication
Barriers to Intercultural Communication
External Influences on Business Communication

Team Environment
Work Team
Communication Differences in work teams
Maximization of Work Team Effectiveness
Changing Technology
Tools for Data Collection and Analysis
Tools for Shaping Messages to be clearer
Tools for Communicating Remotely
Strategic Forces Influencing Business
Communication
Four Dimensions of
Business Behavior
Diversity Challenges
Team Environment Leads to Synergy
Makes workers happier by causing them to feel
they are shaping their jobs
Increases efficiency by eliminating
management layers
Enables a company to
draw on talents of
entire workforce
 Impacts of Technology

Aids in collecting and organizing data

Helps craft clearer and more effective messages
Overcomes distance and time issues
Complicates interpersonal relationship
development
Raises legal and ethical issues