Com 2023 Slide Show

Chapter 1: Introductory Communication Definition of Communication •

Communicate (verb)- to impart, transmit (news, feelings, etc.).

• Communication (noun)- science and practice of transmitting information. •

Communication is the process of exchanging information and meaning between or among individuals through a common system of symbols, signs, and behavior. • Communication is the process of sending and receiving messages. • Communication is the transmission of information to achieve one’s objective (the sender’s objective). For examples, expressing feelings, conversing, speaking, corresponding, writing, listening, and exchanging. •

The only reason to communicate is to influence someone to think or behave in a particular way.

Chapter 1 •

To influence people, we must understand and relate to their interests and needs.

• Effective communication is based on face-to-face interaction between people working to establish and maintain mutual trust and understanding because this interpersonal communication provides to gauge if and how people respond to our communication. •

However, this interpersonal communication must be supported by the appropriate written, spoken, and broadcast communication materials such as memos, newsletters, news releases, speeches, video tapes and other media.

•

To increase the chances for success of any business activity, develop a communication plan articulating a clear purpose, the desired outcomes, and the messages and methods that will work best with target audiences.

Chapter 1 The Communication Process •

It refers to the steps between a source and a receiver that result the transference and understanding of meaning.

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SE L E C T S C H A N N E L A N D T R A N SM IT S M E SSA G E O R IG IN A L M E SSA G E

E N C O D E S M E SSA G E FEED BA C K

Chapter 1 Steps in the Communication Process 2) Idea (message). 3) The sender encodes the message. 4) The sender selects an appropriate channel and transmits the message. 5) The receiver encodes the message (feedback). 6) The receiver selects an appropriate channel. 7) The sender decodes the message (feedback).

Chapter 1 Communication Channels •

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Two-way, face-to-face. 

Instant feedback.

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Nonverbal signals

Two-way, not face-to-face. 

Instant feedback.

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Limited nonverbal signals.

One-way, not face-to-face. 

No instant feedback.

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Minimal nonverbal signals.

Chapter 1 Levels of Communication. 2)

Intrapersonal communication. (or Self- Talk)

3)

Interpersonal communication.

4)

Group communication.

5)

Organizational communication.

6)

Mass communication.

Chapter 1 Communication Goals 

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Task Goals (Functional Roles). 

Initiating.

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Giving and seeking information.

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Coordinating.

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Procedure setting.

Maintenance Goals (feel better about themselves as a result of their interaction) i. Self-Maintenance Goals (Disfunctional Roles) 

Controlling.

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Withdrawing.

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Attention seeking

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Encouraging.

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Diverting.

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Harmonizing.

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Compromising.

i) Group Maintenance Goals. (Functional Roles).

Chapter 1 Basic Forms of Communication. 2) Verbal Comminication. -

uses words (written/ spoken).

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Example: letters, reports, email, speeches, websites, instant messages, news releases, face-to-face conversations, phone calls, blogs, meetings, interviews, and resumes. 2) Nonverbal Communication. -

means “ without the use of words”.

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is the interpersonal process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language.

Chapter 1 Nonverbal Signals •

Facial expression.

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Gesture and

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Vocal characteristics.

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Personal appearance.

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Touch.

posture.

The Roles of Nonverbal Signals •

To complement verbal language.

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To reveal the truth.

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To convey information efficiently.

Chapter 1 Nonverbal Communication Metacommunication •

is a message that , although not expressed in words, accompanies a message that is expressed in words.

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Example: “Don’t be late for work”. Implied meaning: - “You are frequently late”. - “I’m warning you”. - “ You are efficient”.

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Those who receive your message will be sensitive to the message expressed. (speaking/ writing)

Chapter 1 Nonverbal Communication Kinesic Messages • An idea expressed through nonverbal behavior. Receivers gain additional meaning from what they see hear.

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and

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Visual (gesture, winks, smiles, frowns, sighs, attire, grooming, all kind of body movements.)

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Vocal (intonation, projection, resonance of the voice.)

Example: A manager is habitually late for staff meetings. Meaning: “My time is more important than yours”. Example: A wink follows a statement. Meaning: “Don’t believe what I just said.

Chapter 1 Communication Barriers. • Noise

• Closed communication climate. • Difference in perception• Unethical communication. • Incorrect filtering • Inefficient communication. • Language problems

• Physical distractions.

• Poor listening

• Differing background.

• Differing emotional

• Information overloaded.

states.

• Message complexity. • Differing status. • Lack of trust. • Inadequate communication structures. • Incorrect choice of medium.

Chapter 1 Listening v Hearing •

Listening- Decoding and interpreting sounds correctly.

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Hearing- Recognizing sounds.

Purpose of Listening •

Interacting socially.

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Receiving information.

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Solving problems.

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Sharing feelings with others.

Listening Styles (or combination) •

Casual listening.

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Listening for information.

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Intensive listening.

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Empathic listening.

Chapter 1 Bad Listening Habits. •

Faking attention.

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Allowing disruptions.

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Over listening.

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Dismissing subject as interesting.

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Failing to observe nonverbal aids.

Effective Listening. •

Minimize distractions.

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Get in touch with the speaker.

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Get the speaker knows you are actively involved

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Ask reflective questions that assess understanding.

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Use probing prompts to direct the speaker.

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Use time wisely.

Chapter 1 Criteria of Effective Communication. •

Effective communication is, when others understand your message correctly and respond to it the way you want them to.

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It is clear –same meaning.

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It is correct –free from errors.

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It is complete –all questions are answered.

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It saves the reader’s time- style, organization, visual

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It builds goodwill –positive image

Chapter 1 Traits of Successful Communicators. 

Perception -ability to predict.

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Precision -same mental picture.

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Control –can make you laugh or cry.

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Credibility –you trust their information.

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Congeniality – command your respect and goodwill.

Chapter 2:

Communicating in the Business Environment

In every part of business organization, communication provides the vital link between people and information. You exchange information inside your organization, called internal communication, and you exchange information and ideas with others outside your organization, called external communication. Management Functions. Definition of Management – is the process of getting things done through people. The attainment of organizational goals in an effective and efficient manner through planning, organizing, leading, and controlling organizational activities and resources. 4) Planning - selecting goals and ways to attain them. 5) Organizing –assign responsibility for task accomplishment. 3) Leading (or Implementing) –using influence to motivate employees. 4) Controlling - monitoring activities.

Chapter 2

Union s

Stockholde rs Custom ers Employm ent Agencies Special Interest Groups Trade Associations

External Audiences Professio nal Services

Lenders

Union s Supplie rs Distribut ors

The Business Organization

Wholesal ers

Competitors Other Businesses & Industries The Media Foreign Governme nts

Franchise es Retailers Legislator s Agents The courts

Subsidiar ies

Governm ent Agencies

Chapter 2 Business Functions. Business can be defined as commerce, occupation, and organization. 3)

Human Resource-

Attracting, developing, and maintaining human resources.

4)

Accounting and Finance-

5)

Marketing-

Satisfying customer needs and want through exchange of values.

6)

Operations-

Converting resources into outputs.

Recording, sourcing and using of funds.

Managers in business organizations coordinate and manage business units to achieve organizational goals. Since goals are attained through people, they have to communicate so that the people think or behave in a particular way.

Chapter 2 Managerial Roles of Communication. 

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Informational Roles. 

Monitor.

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Disseminator.

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Spokesperson.

Interpersonal Roles. 

Figurehead.

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Leader.

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Liaison.

Decisional Roles. 

Entrepreneurial.

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Disturbance Handler.

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Resource Allocator.

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Negotiator.

Chapter 2 Communication Flows in Organizations. Communication Channels. Communication occurs in a variety of ways in an organization; some communication flow is planned and structured; some is not. Some communication flow can be formally depicted, while some defies description. Formal Channels. Rules procedures, policy created by management to control individual and group behavior. 

Informal Channels. Patterns that emerge as people interact within a formal system to create a satisfying environment. The grapevine is an informal communication system. 

Chapter 2 Forms of Business Communication

Internal

External

Formal (Planned Communication)

Letters, reports, memos, email, and instant messages

Letters, reports, memos, speeches, websites, instant messages, and news releases

Informal (Casual Communication)

E-mail, instant messages, face-toface conversations, phone calls, and blogs

Face-to-face conversations, email, instant messages, phone calls, and bloggs

Chapter 2 Communication Flows in Organizations.

U P W A R D C O M M U N IC A T IO N P ro g ress r ep o r ts (o r a l a n d w r itten ) • R esu lts/ ac c o m p lish m en ts • P ro b lem s/ c la r if ic atio n s

D O W N W A R D C O M M U N IC A T IO N

P o lic ies a n d p ro c ed u res O rg an iz atio n a l g o als an d str ateg ies W o r k a ssi g n m en ts E m p lo y ee d ev elo p m en t • J o b ro le/ resp o n sib ility • P er f o r m a n c e a p p r a i sa l (f o r m a l a n d in f o r m a l) • C o n str u c tiv e cr iticism • D eser v ed p r a ise an d rec o g n itio n

U P W A R D C O M M U N IC A T IO N I d ea s/ su g g estio n s F eeli n g s/ a tti tu d es

H O R IZ O N TA L O R L A T E R A L C O M M U N IC A T IO N C o o rd in atio n o f in ter related activ ities P r o b l e m -s o l v i n g e f f o r t s

Flow of Formal Communication in an Organization.

Chapter 2 Directions for Communication Flow. The direction may be downward, upward, or horizontal (lateral). 

Downward Communication.

flows from supervisors to employee, from policy makers to operating personnel, or from top to bottom on the organization chart. It normally involves written and oral methods Example: Teaching people how to perform their specific tasks. 

Upward Communication. is feedback to downward communication. Example: Employees talk to supervisor about themselves, their fellow employees, their work and methods of doing it, and their perceptions of the organization.



Lateral Communication.

Communication describes interactions between organization units on the same hierarchical level.

Chapter 2 Characteristics of Organization Communication. 2)

Fostering an open communication climate.

3)

Committing the ethical communication.

4)

Understanding the difficulties involved in intercultural communication.

5)

Becoming proficient in communication technology.

6) 7)

Using and audience- centered approach to communication. Creating and processing message efficiently.

Chapter 2 Trends in Business Communication. •

Ten trends affect business communication

3.

Focus on Quality and Customers’ Needs.

4.

Entrepreneurship and Outsourcing.

5.

Teams.

6.

Diversity.

7.

Globalization.

8.

Technology.

9.

Legal and Ethical Concerns.

10.

Balancing Work and Family.

11.

The End of the Job.

12.

Rapid Rate of Change.

Chapter 3:

Memos and Letters – Informative Messages

Standard Business Letter Format. •

When you write a letter on behalf of your organization, you want your readers to perceive you as a professional organization. • Letters normally go to people outside your organization , while memos go to other people in your organization. •

Memos and letters differ in format. Format means the parts of a document and the way they are arranged on the page.

•

Format for Letters: 

Block Format.

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Modified Block.

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AMS Simplified>

Chapter 3 Business Letter Parts. 2.

Heading –if letterhead stationary is not available, the heading includes a return address (but no name).

3.

Date –July 29, 2008.

4.

Inside address –identifies the recipient of the letter.

5.

Salutation –Dear Sir, Dear Madam, or Dear Sir/Madam

6.

Subject line –tells recipients at a glance what the letter is about.

7.

Body –The body of the letter is your message.

8.

Complimentary close –reflects the relationship between you and the person you are writing to. Example: Yours sincerely, or Yours faithfully.

9.

Signature block – includes the sender’s signature, name, and title.

Chapter 3 Additional Letter Parts. 2)

Addressee notation – letters that have a restricted readership or must be handled in a special way Example: Personal, Confidential, or Please Forward.

3)

Attention line – It can direct a letter to a specific person, position title, or department. Example:

Attention: Dr. McHenry Attention Director of Marketing Attention Marketing Department

7)

Second-page heading –bears the name (person or organization) from the first line of the inside address, the page number, the date, and perhaps a reference number.

8)

Company name –Include the company’s name in the signature block only when the writer is serving as the company’s official spokesperson or when letterhead has not been used.

Chapter 3 Additional Letter Parts (Cont’). 2)

Reference initials – When businesspeople keyboard their own letters, reference initials are unnecessary. Example: nt (preparer) , another person produces the letter. RSR/nt (writer/preparer), if the signature block includes only the department. JFS/RSR/nt (signer/writer/preparer), when the writer and the signer are different people.

6)

Enclosure notation . Example: Enclosure Enclosures (2) Enclosures: Résumé Photograph Attachment

Chapter 3 Additional Letter Format (Cont’). 2)

Copy notation –includes a courtesy copy (cc), photo copier (pc), or copy (c). Example cc: pc: c: Copy to …

7)

Mailing notation. Example: Special Delivery Registered Mail

11)

Postscript. Example: P.S., PS., or PS:

Chapter 3 Memo (Memorandum) Format. •

Many organizations have memo forms reprinted, with labeled spaces for the recipient’s name, the sender’s name, the date and the subject. If you use plain paper, include a title such as MEMO or INTEROFFICE CORRESPONDENCE (all in capitals) centered at the top of the page or aligned with the left margin. Also at the top, include the words To, From, Date, and Subjectfollowed by the appropriate information- with a blank line between, as shown here: MEMO FROM: TO: DATE: SUBJECT:

Chapter 3 Memo Elements. 2.

Addressee –You can also address memos groups of people –All Sales Representatives, Production Group, New Product Team.

3.

Courtesy titles –You need not use courtesy titles.

4.

Subject line –The subject line of a memo helps busy recipients quickly find out what your memo is about.

5.

Body – Like the body of a letter.

6.

Writer’s initial – A memo does not require a complimentary close or a signature to the right of the writer’s name.

Chapter 3 Informative Messages. •

When we need to convey information to which the reader’s basic reaction will be neutral, the message is informative.

•

If we convey information to which the reader’s reaction will be positive, the message is a positive or good news message.

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Informative messages include acceptances; positive answer to reader requests; information about procedures, products, services, or options; announcement of policy changes that are neutral or positive; and changes that are to the reader’s advantage.

Chapter 3 Purposes of Informative/ Positive Messages. 2)

To give information or good news to the reader or to reassure the reader.

3)

To have the reader to read the message, understand it and view the information positively.

4)

To deemphasize any negative elements.

5)

To build good image of the writer.

6)

To build a good image of the writer’s organization.

7)

To cement a good relationship between the writer and the reader.

8)

To reduce or eliminate future correspondence on the same subject so the message doesn’t create more work to the writer.

Chapter 3 Varieties of Informative and Positive Messages. 

Transmittals When you send someone something in an organization, attach a memo or letter of transmittal explaining what you are sending.



Conformations To confirm informative messages recorded in oral conversations.

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Summaries To summarize a conversation, document, or meeting.

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Thank-You and Congratulatory Notes To make people more willing to help you again in the future.

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Adjustment and Responses to Complaints

Chapter 3 Organizing Informative and Positive Messages. 2)

Give any good news and summarize the main point.

3)

Give details, clarification and background.

4)

Present any negative element as positively as possible.

5)

Explain any reader benefits.

6)

Use a goodwill ending (positive, personal and forwarding looking).

Chapter 4:

Memos and Letters – Negative Messages (Bad News Messages)

•

In a negative message, the basic information we have to convey is negative; we expect the reader to be disappointed or angry. • Initiating messages that convey bad news is as important as responding “ No” to messages from customers and others. • The principles that apply to writing bad-news messages also apply to oral messages that convey bad news. •

The purposes of a negative message are: 

To give the reader the bad news.

 To have the reader read, understand, and accept the message. 

To maintain as much goodwill as possible.

Chapter 4 Giving Bad News to Superiors. •

Describe the problem. 

•

Tell what’s wrong, clearly and unemotionally.

Tell how it happened.  Provide the background. What underlying factors led to this specific problem.

•

Describe the options for fixing it.  If different people will judge the options differently, describe all the options, giving advantages and disadvantages.

•

their

Recommend a solution and ask for action. Ask for approval so that you can go ahead to make the necessary changes to fix the problem. 

Chapter 4 Giving Bad News to Peers and Subordinates. •

Describe the problem. 

•

Tell what’s wrong, clearly and unemotionally.

Present an alternative or compromise, is one is available.  It suggests that you care about readers and helping them meet their needs.

•

If possible, ask for input or action.  Workers who make a decision are far more likely to accept the consequences.

Situations when We Give Bad News Messages. Explaining a Pay Mixup

Refusing a Gift

Announcing a Rent Increase

Refusing to Grant Credit

Refusing Part of a Guest’s Request Refusing to Participate Rejecting a Job Application

Saying No to Customers

Chapter 4 Organizing Bad News Messages Using Indirect Approach. 1.

Buffer a neutral or positive statement that allow you to delay the negative.

 2.

Reasons 

3.

make the reason for the refusal clear and convincing.

Refusals/Bad News Messages 

4.

Alternatives/ Good News 

5.

put the reason in the same paragraph. It is better to state the refusal indirectly. give readers all the information they need to act on it, and let them decide whether to try the alternatives.

Ending 

sincere ending plus good alternatives.

Chapter 4 Approaches to Bad News.

Direct Approach

Firmness and routine

Indirect Approach Displease and emotion Buffer

Bad News

Reasons

Reasons

Bad News

Positive Close

Positive Close

Chapter 5: •

Memos and Letters – Persuasive Messages

A persuasive message is a 1)

request for action when you believe the receiver may be unknowing, disinterested, or unwilling. or

2) •

communication to try to change the opinion of a receiver.

Persuasive messages are used in 

internal communication

Example: An employee’s memo to a manager requesting that the organization initiate a flexi time policy. 

external communication A sales message is the most common persuasive message in external communication -Chapter 6.

Chapter 5 Example: A telephone call to ask the manager of another company to be the speaker at an annual banquet. A letter to persuade readers to respond to a questionnaire. A letter requesting employment with an organization. • Persuasive messages have to be designed to convince receivers that taking the requested action is in their best interest –useful or profitable to the receiver. • Persuasive messages should be presented using an indirect approach. The advantages of using the indirect approach:  It enables the sender to present first the benefits that the receiver may gain.  It prevents the receiver from objecting the request.

Chapter 5 Using the Indirect Approach II.

Attention -Attract receiver’s attention in opening sentence. -Cause receiver to read or to listen to rest of message. -Be positive and brief.

VI.

Interest -Build on attention gained in the opening -Show benefits to receiver -Motivate receiver to continue reading

X.

Desire -Build on receiver’s attention and interest by providing proof or benefits. -Re-emphasize benefits to receiver -Downplay any negative points or obstacle.

Chapter 5 Using the Indirect Approach (Cont’) II.

Action -Motivate receiver to take immediate action. -Be positive. -Make action easy.

•

The indirect approach can be used for a variety of persuasive messages –persuasive requests, recommendations, special claims, sales messages, collection messages, and employment.

Persuasive Request 

The complex request is a persuasive messages because in it you will have to convince the receiver to take action.



Example: Seeking an increase in department’s budget. Wanting a donation to a community organization. Changing a work schedule

Chapter 5 Recommendations 

A recommendation is a message that attempts to persuade the receiver to take an action proposed by the sender.

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Example: Advising the firm to replace obsolete equipment. Changing a company policy Using land for a park rather than a housing project.

Special Claims 

Special or non routine claims are those claims in which the fault is disputable.



Example: You want a roofing contractor to replace the shingles on your office building because they are not aligned properly. A work of art , which was purchased, was found to be forgery.

Chapter 5 Sales Messages –Chapter 6  Sales messages come in many different forms, such as letters, brochures, leaflets, catalogs, radio and television commercials, and billboards. Various techniques are used: color, sentence fragments, catchy slogans, famous quotations, testimonials from celebrities, and descriptions of benefits. 

Collection Messages 

A collection message is used to collect overdue accounts.



The purposes are two collect the money due, and to retain goodwill with the customer.

 Collection messages are written in three stages – reminder, appeal, and warning.

Chapter 6:

Memos and Letters – Sales and Fund-Raising

• Sales and fund-raising letters are a special category of persuasive messages • They are known as direct mail because they ask for an order, inquiry, or contribution directly from reader. • Direct mail is one form of direct marketing –catalog sales, space ads in magazines and news papers that have reply cards so that the reader can buy or contribute directly, telemarketing, and TV direct response ads.

Chapter 6 Components of Good Direct Mail 

A good product A good product appeals to a specific segment of people, can be mailed, and provides an adequate profit margin.



Service A good service or cause fills an identifiable need.



A good mailing list A good mailing list has accurate addresses and is a good match to the product.



A good appeal

A good appeal offers a believable description of benefits, links the benefits of the product or service to a need or desire that motivates the reader, makes the reader want to read the letter, motivates the reader to act.

Chapter 6 Basic Direct Mail Strategy 

Understand Your Product, Service, or Organization. You should have product knowledge.



Identify and Analyze Your target Audience. Who are your customers? What are their needs and wants?



Choose a Central Selling Point A central selling point is a reader benefit which by itself could motivate you readers to act

Chapter 6 Organizing a Sales of Fund-Raising Letter Using Star-ChainKnot 

Opener (Star)

The opener of your letter give you 30 to 60 seconds to motivate readers to read the rest of the letter. It provides a reasonable transition to the body of the letter. Four basic modes: questions, narration, startling statements, and quotations. 

Body (Chain)

The chain is the body of the letter. A good chain answers readers’ questions, overcomes their objections, involves them emotionally. 

Action Close (Knot) Tell the reader what to do. Make the action sounds easy. Offer a reason for acting promptly. End with a positive picture

Chapter 6 Organizing a Sales of Fund-Raising Letter Using Star-ChainKnot (Cont’) 

Action Close (Knot) Tell the reader what to do. Make the action sounds easy. Offer a reason for acting promptly. End with a positive picture



Using a P.S. It may restate the central selling point or some other points.



The body of a fund-raising letter must prove that: i.

The problem deserves the reader’s attention.

ii.

The problem can be solved or at least alleviated.

iii.

Your organization is helping to solve it.

iv.

Private funds are needed

v.

Your organization will use the funds wisely

Chapter 7:

Memos and Letters Goodwill Messages

•

A goodwill message is written to communicate your concern and interest.

•

Your goodwill messages should cause your receiver to form a positive opinion of you.

Types of Goodwill Messages 4.

Congratulations 



A message that praises the receiver for an accomplishment is referred to as a message of congratulations. Congratulatory messages are sent to both individuals and organizations on the occasion of a business-related accomplishment –attaining the highest sales for the month, retiring after 30 years of service, or receiving a promotion, a birthday, an engagement, a marriage, announcement of a new product, or celebration of an anniversary.

Chapter 6 Types of Goodwill Messages (Cont’) 2.

3.

Condolence 

A letter of condolence or sympathy deals with misfortune, and the message should help ease the pain felt by the receiver.



Messages of sympathy may be sent for an illness, death, natural disaster, or other misfortune.

Appreciation 

A message of appreciation that shows your gratitude to the receiver.



It may be sent to a loyal customer, a faithful employee, a friend who has consistently recommended a company and brought it many customers, or a volunteer who has generously contributed time and effort to charitable causes.