2. 2
Business CommunicationBusiness Communication
• Studies have found that people spend 70 toStudies have found that people spend 70 to
85 percent of their work time deliberately85 percent of their work time deliberately
communicating through writing, reading,communicating through writing, reading,
speaking, and listening.speaking, and listening.
• Communication is the lifeblood of anyCommunication is the lifeblood of any
organization.organization.
• In an organization, people communicate inIn an organization, people communicate in
many ways.many ways.
3. 3
Organization CommunicationOrganization Communication
• Face-to-faceFace-to-face
communication takescommunication takes
place during one-on-place during one-on-
one discussions, inone discussions, in
formal groups, andformal groups, and
during meetings.during meetings.
• Face-to-faceFace-to-face
communication is thecommunication is the
most effective form ofmost effective form of
communication.communication.
• Both nonverbal cues andBoth nonverbal cues and
verbal communicationverbal communication
supply immediate feedback.supply immediate feedback.
• Individuals alsoIndividuals also
communicate orally on thecommunicate orally on the
phone and duringphone and during
presentations, and in writingpresentations, and in writing
using desktop computers orusing desktop computers or
terminals to compose letters,terminals to compose letters,
memos, and reports.memos, and reports.
4. 4
The Communication ProcessThe Communication Process
• The communication process includes:The communication process includes:
sender or encoder, receiver or decoder,sender or encoder, receiver or decoder,
message, channel or medium, feedback, andmessage, channel or medium, feedback, and
environment.environment.
6. 6
The Communication ProcessThe Communication Process
• Sender or EncoderSender or Encoder
– The sender initiates a communication-andThe sender initiates a communication-and
determines the intent of the message, how todetermines the intent of the message, how to
send it, and what if any response is required.send it, and what if any response is required.
– The sender bears the burden in this process,The sender bears the burden in this process,
communicating not only the content of thecommunicating not only the content of the
message, but information about history andmessage, but information about history and
attitude toward the receivers as well.attitude toward the receivers as well.
7. 7
The Communication ProcessThe Communication Process
• Receiver or DecoderReceiver or Decoder
– Receivers comprise the target audience of a messageReceivers comprise the target audience of a message
transmitted by the sender.transmitted by the sender.
– The message the sender encodes may not be theThe message the sender encodes may not be the
message received.message received.
– Receivers interpret messages based upon their frame ofReceivers interpret messages based upon their frame of
reference: includes their life experiences, their culturalreference: includes their life experiences, their cultural
background, and the values and beliefs they hold.background, and the values and beliefs they hold.
– Feedback may help to prevent misunderstandings.Feedback may help to prevent misunderstandings.
9. 9
The Communication ProcessThe Communication Process
• MessageMessage
– Contains ideas expressed to other individualsContains ideas expressed to other individuals
– Messages generally take one or more of threeMessages generally take one or more of three
forms:forms: informative, persuasive, and actuative.informative, persuasive, and actuative.
10. 10
The Communication ProcessThe Communication Process
• Channel or MediumChannel or Medium
– The channel conveys the message to theThe channel conveys the message to the
receiver, either verbally and face-to-face, or inreceiver, either verbally and face-to-face, or in
another mediated fashion.another mediated fashion.
– The medium can impact the message positivelyThe medium can impact the message positively
or negatively, so the sender must choose theor negatively, so the sender must choose the
best medium for assuring effectivebest medium for assuring effective
communication.communication.
11. 11
The Communication ProcessThe Communication Process
• FeedbackFeedback
– Reports back to the sender that the receiver, theReports back to the sender that the receiver, the
decoder, received and understood the message.decoder, received and understood the message.
– Feedback makes communication a two-wayFeedback makes communication a two-way
process, allowing the sender to become aprocess, allowing the sender to become a
receiver and vice versa.receiver and vice versa.
12. 12
Tips for Improving FeedbackTips for Improving Feedback
• Feedback should occurFeedback should occur
immediatelyimmediately
• Supervisory feedbackSupervisory feedback
should complementshould complement
work-related behaviorwork-related behavior
• Positive feedbackPositive feedback
produces the bestproduces the best
results, but neg.results, but neg.
feedback can be betterfeedback can be better
than no feedbackthan no feedback
• Verbal feedbackVerbal feedback
should accompany andshould accompany and
support or verifysupport or verify
nonverbal signalsnonverbal signals
• Workers rememberWorkers remember
what they hear firstwhat they hear first
and last in a messageand last in a message
• Feedback allows us toFeedback allows us to
learn how people thinklearn how people think
and feel about thingsand feel about things
13. 13
The Communication ProcessThe Communication Process
• EnvironmentEnvironment
– The environment in which the communicationThe environment in which the communication
process occurs may influence the probability ofprocess occurs may influence the probability of
success or failuresuccess or failure
– This environment includes room color,This environment includes room color,
temperature, lighting, furniture, and timing, astemperature, lighting, furniture, and timing, as
well as organizational climate and superior-well as organizational climate and superior-
subordinate and peer relationships.subordinate and peer relationships.
14. 14
Causes of MiscommunicationCauses of Miscommunication
• InferencesInferences
• Word-meaning confusionWord-meaning confusion
• Differing perceptionsDiffering perceptions
• Information overload and timingInformation overload and timing
• Nonverbal messagesNonverbal messages
• NoiseNoise
• ListeningListening
• Intercultural differencesIntercultural differences
15. 15
InferencesInferences
• Draw a conclusion based onDraw a conclusion based on
factsfacts
• As a communicator, youAs a communicator, you
must be conscious of themust be conscious of the
inferences you make.inferences you make. BeBe
careful to label yourcareful to label your
inferences.inferences.
• Your audience must be ableYour audience must be able
to distinguish between whatto distinguish between what
you know and what youyou know and what you
think, assume, believe, orthink, assume, believe, or
judge to be truejudge to be true
16. 16
Inferences ExampleInferences Example
• The sun shines brightly today.The sun shines brightly today.
– Contains fact because you can easily verify it byContains fact because you can easily verify it by
looking out the window.looking out the window.
• The sun shines here, therefore, it shinesThe sun shines here, therefore, it shines
50 miles north of here.50 miles north of here.
– This is an inferences statement, involvesThis is an inferences statement, involves
drawing conclusion based on more than whatdrawing conclusion based on more than what
you observe.you observe.
17. 17
Word-Meaning ConfusionWord-Meaning Confusion
• When a sender and receiverWhen a sender and receiver
give the same word differentgive the same word different
meanings or give differentmeanings or give different
words the same meaning.words the same meaning.
• Words have both denotativeWords have both denotative
and connotative meaningsand connotative meanings
• To avoid a similar word-To avoid a similar word-
meaning confusion, considermeaning confusion, consider
the person with whom youthe person with whom you
communicate, ask questions,communicate, ask questions,
and paraphrases importantand paraphrases important
statements.statements.
• ExampleExample
– If you look up the wordIf you look up the word
illill in the dictionary,in the dictionary,
you probably wouldyou probably would
find a definitionfind a definition
meaning sick, but in themeaning sick, but in the
southern region of thesouthern region of the
United States,United States, illill couldcould
refer to a misbehavingrefer to a misbehaving
child.child.
18. 18
Differing PerceptionsDiffering Perceptions
• Your perceptions provideYour perceptions provide
your view of reality, but theyyour view of reality, but they
depend on how you interpretdepend on how you interpret
what you see and hearwhat you see and hear
• Perceptions are influenced byPerceptions are influenced by
a variety of factors includea variety of factors include
personal background,personal background,
education, age, andeducation, age, and
experiencesexperiences
• 2 categories of perception:2 categories of perception:
sensory perception andsensory perception and
normative perceptionnormative perception
19. 19
Information Overload & TimingInformation Overload & Timing
• Advance technology has made it easy to send aAdvance technology has made it easy to send a
fax, make a copy, or print a reportfax, make a copy, or print a report
• Unfortunately you have only a limited capacity toUnfortunately you have only a limited capacity to
handle and process this communication. Becausehandle and process this communication. Because
so much info must be processed, some of it getsso much info must be processed, some of it gets
lost.lost.
• You can prevent such information loss byYou can prevent such information loss by
becoming concerned more with thebecoming concerned more with the qualityquality of yourof your
communication than with its quantity.communication than with its quantity.
21. 21
Information Overload & TimingInformation Overload & Timing
• When communicating with employees, whetherWhen communicating with employees, whether
face to face or over the telephone, effectiveface to face or over the telephone, effective
communicators always check with their timing.communicators always check with their timing.
• If an individual rules in, interrupts, and demandsIf an individual rules in, interrupts, and demands
time, the receiver may feign listening or listentime, the receiver may feign listening or listen
halfheartedlyhalfheartedly
• This behavior could costly to an organization if itsThis behavior could costly to an organization if its
results in miscommunication and wrong action.results in miscommunication and wrong action.
22. 22
Nonverbal MessagesNonverbal Messages
• Senders sometimes forgetSenders sometimes forget
the importance of nonverbalthe importance of nonverbal
messages, but, as amessages, but, as a
communicator, you shouldcommunicator, you should
pay careful attention to thepay careful attention to the
nonverbal communicationnonverbal communication
of the sender and listen forof the sender and listen for
the message “between thethe message “between the
line.”line.”
• When assessing nonverbalWhen assessing nonverbal
messages, you should bemessages, you should be
careful not to place toocareful not to place too
much importance on amuch importance on a
single, isolated nonverbalsingle, isolated nonverbal
behavior; instead, look forbehavior; instead, look for
several nonverbal cues.several nonverbal cues.
• Nonverbal actions provideNonverbal actions provide
a key to a person’s truea key to a person’s true
feelings and attitudes.feelings and attitudes.
23. 23
NoisesNoises
• Noise can be interfere with every aspect of theNoise can be interfere with every aspect of the
communication process. Noise may be external orcommunication process. Noise may be external or
internalinternal
• External Noise: comes from you surroundingsExternal Noise: comes from you surroundings
– Phone line crackling with staticPhone line crackling with static
– A telephone ringing or a co-worker laughing in aA telephone ringing or a co-worker laughing in a
cubical next to youcubical next to you
• Internal noise: comes from withinInternal noise: comes from within
– Such factors as dislike of your receiverSuch factors as dislike of your receiver
– Distraction by another problemDistraction by another problem
– Prejudice against a personPrejudice against a person
24. 24
ListeningListening
• Without training, a listener retains only 25% ofWithout training, a listener retains only 25% of
what he or she hears.what he or she hears.
• Based on Hamilton and Kleiner: when eyesBased on Hamilton and Kleiner: when eyes
wander, your retention of what has been said iswander, your retention of what has been said is
affected.affected.
• If you focus too hard on little facts, you can missIf you focus too hard on little facts, you can miss
the overall message.the overall message.
• If you assume the speaker or subject to beIf you assume the speaker or subject to be
uninteresting, you may miss outuninteresting, you may miss out
• If you pretend to listen, you may get caughtIf you pretend to listen, you may get caught
26. 26
Listening GuidelinesListening Guidelines
• Look at the person speaking to show interestLook at the person speaking to show interest
• Ask questions to help clarify what the speaker saidAsk questions to help clarify what the speaker said
• Don’t interrupt the speaker without reasonDon’t interrupt the speaker without reason
• Don’t change the subject, because the speaker mayDon’t change the subject, because the speaker may
have no thoughts on the new subjecthave no thoughts on the new subject
• Control your emotions about the subject matterControl your emotions about the subject matter
• Be responsive and let the speaker know he or sheBe responsive and let the speaker know he or she
has communicated effectivelyhas communicated effectively
27. 27
ListeningListening
• Another listening barrier occurs because we haveAnother listening barrier occurs because we have
different rates of listening and speaking.different rates of listening and speaking.
• Speakers generally talk at about 125 to 150 wordsSpeakers generally talk at about 125 to 150 words
a minute, while receivers can listen to about 400 toa minute, while receivers can listen to about 400 to
500 words per minute.500 words per minute.
• Receivers must work at listening and try to avoidReceivers must work at listening and try to avoid
becoming distractedbecoming distracted
• To be an effective managers, you must be anTo be an effective managers, you must be an
effective listenereffective listener
28. 28
ListeningListening
• Longenecker and Liverpool theory of behaviors displaying poorLongenecker and Liverpool theory of behaviors displaying poor
listening skillslistening skills
– Looking out the window or at your watch while someoneLooking out the window or at your watch while someone
talkstalks
– Continuing to work during the conversationContinuing to work during the conversation
– Appearing rushed during a conversationAppearing rushed during a conversation
– Walking away from a person who is speakingWalking away from a person who is speaking
– Continuing playing with pens, papers, and other itemsContinuing playing with pens, papers, and other items
– Finishing another person’s sentencesFinishing another person’s sentences
– Answering incoming phone callsAnswering incoming phone calls
– Inserting humorous remarks in response to serious problemsInserting humorous remarks in response to serious problems
– And looking at a person other than the individual speakingAnd looking at a person other than the individual speaking
29. 29
Steps to become a better listenerSteps to become a better listener
• Identifying your shortcomingIdentifying your shortcoming
• Postpone the meeting if you don’t have timePostpone the meeting if you don’t have time
• Show the employee you want to listenShow the employee you want to listen
• Do not prejudice the employeeDo not prejudice the employee
• Empathize with the employeeEmpathize with the employee
• Be patient with the employeeBe patient with the employee
• Resist arguments and criticismsResist arguments and criticisms
• Ask questions and show understandingAsk questions and show understanding
30. 30
Intercultural DifferencesIntercultural Differences
• Individuals from different cultures bring differentIndividuals from different cultures bring different
perceptions, value systems, and languages to theperceptions, value systems, and languages to the
workplaceworkplace
• To be successful in business dealings, you must beTo be successful in business dealings, you must be
aware of and sensitive to cultural differences, useaware of and sensitive to cultural differences, use
appropriate language, correctly interpret nonverbalappropriate language, correctly interpret nonverbal
communication, and value individual and culturalcommunication, and value individual and cultural
differencesdifferences
31. 31
Being Aware and SensitiveBeing Aware and Sensitive
• Be aware that anBe aware that an
individual’sindividual’s
background andbackground and
experience can impactexperience can impact
his or herhis or her
interpretation andinterpretation and
perception of aperception of a
messagemessage
• Check to see if you haveCheck to see if you have
any hidden biases and seeany hidden biases and see
if you have formed anif you have formed an
opinion about how peopleopinion about how people
of a certain sex, religion,of a certain sex, religion,
or race appear, think, andor race appear, think, and
act based simply on theiract based simply on their
belonging to particularbelonging to particular
groupgroup
• Try to avoid stereotypingTry to avoid stereotyping
and the use of sexist,and the use of sexist,
racist, or ethnic remarksracist, or ethnic remarks
32. 32
Using Appropriate LanguageUsing Appropriate Language
• The same word mayThe same word may
mean different thingsmean different things
to people from otherto people from other
countriescountries
• Some words maySome words may
have differenthave different
meanings in othermeanings in other
languageslanguages
• Use feedback toUse feedback to
clarify your messageclarify your message
33. 33
Interpreting Nonverbal CommunicationInterpreting Nonverbal Communication
• Almost about 70% of our communication occursAlmost about 70% of our communication occurs
nonverbally and each culture interprets andnonverbally and each culture interprets and
displays body language differentlydisplays body language differently
• Certain nonverbal signs can be clues that theCertain nonverbal signs can be clues that the
receiver does not understand and is trying to savereceiver does not understand and is trying to save
faceface
• The body language may tell you what the wordsThe body language may tell you what the words
don’tdon’t
34. 34
Valuing DifferencesValuing Differences
• As an effective communicator, you mustAs an effective communicator, you must
learn to value, appreciate, and acceptlearn to value, appreciate, and accept
individual differencesindividual differences
• Approximately 49.5 percent of new workersApproximately 49.5 percent of new workers
are expected to be women, while people ofare expected to be women, while people of
color will comprise 34.7 percent.color will comprise 34.7 percent.
Under bullet #1 Face-to-face: air provides the medium Another mediate fashion: by telephone, written memo, videotape, electronic mail, etc. Under bullet #2
Feedback: when the receivers responds to the sender, the communication process starts over.
Effective organizational communication depends on how successfully the communication takes these environmental factors into account.
