Faculty PPT CH 1 (Final)

8e
BUSINESS COMMUNICATION
In Person, In Print, Online
Chapter 1
Understanding Business Communication
Copyright © 2012 Cengage Learning

Components of Communication
Communication Barriers
Legal and
Communication
Ethical
Media Choices
Communication

Legal and
Communication
Ethical
Media Choices
Communication

[Click
Components
to edit of
Master
Communication
title style]
Feedback
Message
Stimulus Message Destination
Filter
Filter Medium
Medium
Feedback
Noise Noise
Components | Barriers | Mediums | Ethics

[Click
Components
to edit of
Master
Communication
title style]
An event that creates a Feedback

need to communicate
Message
Filter
Filter Medium
Medium
Feedback
Noise Noise

[Click
Components
to edit of
Master
Communication
title style]
Feedback
Perception based on one’s
knowledge, experience, and
viewpoints
Message
Filter
Filter Medium
Medium
Feedback
Noise Noise

[Click
Components
to edit of
Master
Communication
title style]
Feedback
The information (either
verbal or nonverbal) that
is communicated
Message
Filter
Filter Medium
Medium
Feedback
Noise Noise

[Click
Components
to edit of
Master
Communication
title style]
Feedback
The form of a message—
for example, an email or
phone call
Message
Filter
Filter Medium
Medium
Feedback
Noise Noise

[Click
Components
to edit of
Master
Communication
title style]
Feedback The point when control

passes from the sender
to the receiver
Message
Filter
Filter Medium
Medium
Feedback
Noise Noise

[Click
Components
to edit of
Master
Communication
title style]
Feedback
Message
Filter
Filter Medium
Medium
Reactions from receivers
that may affect future
communication
Feedback
Noise Noise

[Click
Components
to edit of
Master
Communication
title style]
Feedback
Message
Filter
Filter Medium
Medium
Distractions from the

communication
Feedback
Noise Noise

Directions of Formal Communication
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

The Informal Communication Network

The Grapevine
“I’ve discovered that the less I say,
the more rumors I start.”
- Bobby Clarke, Philadelphia Flyers hockey player
• 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?

Legal and
Communication
Ethical
Media Choices
Communication

[Click
Verbalto
Communication
edit Master title
Barriers
style]
Inadequate
Differences in Language
Knowledge or
Interpretation Differences
Vocabulary
Inappropriate
Overabstraction
Use of Polarization
and Ambiguity
Expressions

More Mistranslated Signs

Do You Know These Terms?
Term Definition
• Search Engine Optimization: improving the

SEO
visibility of websites in search engines
• Joint Photographic Experts Group: a

JPEG
compression technique for color images
Retweet • Sending tweets that others wrote on Twitter
• Voice over Internet Protocol: used for making

VoIP
Internet phone calls
Patch • A quick fix for a programming defect

Nonverbal Communication
[Click to edit Master titleBarriers
style]
Inappropriate
Differences in
or Conflicting
Perception
Signals
Inappropriate
Distractions
Emotions
Legal and
Communication
Ethical
Media Choices
Communication

Traditional Communication Channels
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

Technology-Based Communication Channels
Email, Phone, Instant and Text Social Media

Voice Mail Messaging

[ClickSocial
to edit
Media
Master
Examples
title style]

[Click
Communication
to edit Master
Mediatitle
Choices
style]
Teleconferencing Brochure
Face-to-Face Meeting Blog IM
Phone Call Newsletter
Videoconferencing Microblog
Voice Message Flier
RICH LEAN
Online Meeting Video Report Email

Vlog Text Message
In-Person Oral Presentation

Choosing
[Click Communication
to edit Master title Media
style]
Relationship Considerations Logistical Considerations
• New or existing relationship? • Length and complexity of the

message?
• Good news or bad?
• Number and location of recipients?
• Feedback needed?
• Urgency of the message?
• Audience level and preference?
• Probability of audience
• Likely audience reaction?
understanding?
• Confidential message?
• Access to technology?
• Documentation needed?
How do these factors affect the medium you choose for your message?

Legal and
Communication
Ethical
Media Choices
Communication

[Click
Avoid
to Legal
edit Master
Consequences
title style]
If you delete an email,

isn’t it gone forever?
• Avoid writing or saying anything that you would not like to

become public.
• Read and sign your company’s social media policy carefully.

Types of Ethics
Professional Social Individual

Ethics Ethics Ethics
Defined by an Defined by Defined by a

organization society person

[Click
Lawyers’
to editEmail
Master
Exchange
title style]
Did the lawyers behave professionally

and ethically?
Who should have ended the View the

conversation? When? email
exchange
online.

Ethical Decision Making
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?

View the full story
on the blog.
Gap in Ethics? Made in U.S.A. = Made in China
Gap, consistently rated one of Ethisphere’s Most Ethical

Companies, is under fire. The company's "Feed USA"
campaign promised to donate $5 to school lunches for
each bag sold. Although the poster advertising the
campaign is stamped "Made in the U.S.A.," the bags
themselves have a label that reads "Made in China."
Link to Gap’s
Social
Responsibility
website.

Additional Video Suggestions

Video Example Stanford Multitasking Study
• How good are you at

multitasking?
• Do the results of this
study cause you to re-
evaluate your abilities?

Video Example Flair in Office Space
• 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?

Video Example Communication Media in
Up in the Air
• 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?

Video Example
• https://www.youtube.
com/watch?v=MIexe6
aa14w
• https://www.youtube.
com/watch?v=_ChQK8
j6so8

Faculty PPT CH 1 (Final)

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8e

Copyright © 2012 Cengage Learning

Copyright © 2012 Cengage Learning

Copyright © 2012 Cengage Learning

Components | Barriers | Mediums | Ethics

An event that creates a Feedback

Components | Barriers | Mediums | Ethics

Components | Barriers | Mediums | Ethics

Components | Barriers | Mediums | Ethics

Components | Barriers | Mediums | Ethics

Feedback The point when control

Components | Barriers | Mediums | Ethics

Components | Barriers | Mediums | Ethics

Distractions from the

Components | Barriers | Mediums | Ethics

Lateral (or Horizontal) Communication

Components | Barriers | Mediums | Ethics

Components | Barriers | Mediums | Ethics

• Why do you think this

it and learn from it?

Copyright © 2012 Cengage Learning

Components | Barriers | Mediums | Ethics

Components | Barriers | Mediums | Ethics

• Search Engine Optimization: improving the

• Joint Photographic Experts Group: a

Retweet • Sending tweets that others wrote on Twitter

• Voice over Internet Protocol: used for making

Patch • A quick fix for a programming defect

Components | Barriers | Mediums | Ethics

Copyright © 2012 Cengage Learning

Written Communication Examples

Oral Communication Examples

Components | Barriers | Mediums | Ethics

Email, Phone, Instant and Text Social Media

Components | Barriers | Mediums | Ethics

Components | Barriers | Mediums | Ethics

Online Meeting Video Report Email

Components | Barriers | Mediums | Ethics

Relationship Considerations Logistical Considerations

• New or existing relationship? • Length and complexity of the

Components | Barriers | Mediums | Ethics

Copyright © 2012 Cengage Learning

If you delete an email,

• Avoid writing or saying anything that you would not like to

• Read and sign your company’s social media policy carefully.

Components | Barriers | Mediums | Ethics

Professional Social Individual

Defined by an Defined by Defined by a

Components | Barriers | Mediums | Ethics

Did the lawyers behave professionally

Who should have ended the View the

Components | Barriers | Mediums | Ethics

1. Is the action legal?

2. Does the action comply with your company’s

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?

Components | Barriers | Mediums | Ethics

Gap in Ethics? Made in U.S.A. = Made in China

Gap, consistently rated one of Ethisphere’s Most Ethical

Components | Barriers | Mediums | Ethics

Copyright © 2012 Cengage Learning

• How good are you at