Lecture 1
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Business Communication Sources: Adler, R & Elmhorst, J (2005) Communicating at Work: Principles and Practices for Business and the Professions. New York: McGraw Hill. Brounstein, M, Bell AH, Smith DM (2007) Business Communication: Communicate effectively in any business environment. US: John Wiley & Sons
Main topics • Communication • Core Communication Skills • Importance of communication related skills • Steps of communication process • Common patterns of business communication
What is Communications • Can be defined as the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
Effective Communication • Creates mutual understanding • Is aware of assumptions
Listening
Speaking
Reading
Writing
Communication Related Skills Teams Teaching others Serving customers Leading Negotiating Working with cultural diversity Interviewing Listening Conducting meetings Resolving conflicts
Communication Process • Communication Process by which information is exchanged between individuals through a common system of symbols, signs, or behaviors
– Sender Expresses message to others
– Receiver Listens to one or more speakers
Communication Process Message Channel Feedback
Source creates a message (signal) that is transmitted through a channel to a receiver. Receiver provides feedback.
Feedback Feedback • Verbal or nonverbal messages sent back through the channel from receiver to sender • Can be – Immediate – Delayed
Communication Patterns Structured • Recorded or documented • Less subject to change • Widely known and accessible
Unstructure d • Dependent upon emotional factors • More flexible and open-ended than structured communication • More personalized
Directional Differences • Upward Communication Messages from employees to management
• Downward Communication Messages from management to employees
• Horizontal Communication Messages sent between peers
Three Formal Channels of Communications
Communications Barriers Individual Interpersonal barriers Channels and media Semantics Inconsistent cues Organizational Status and power differences Departmental needs and goals Communication network unsuited Lack of formal channels
Main topics • Communication • Core Communication Skills • Importance of communication related skills • Steps of communication process • Common patterns of business communication
What is Communications • Can be defined as the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
Effective Communication • Creates mutual understanding • Is aware of assumptions
Listening
Speaking
Reading
Writing
Communication Related Skills Teams Teaching others Serving customers Leading Negotiating Working with cultural diversity Interviewing Listening Conducting meetings Resolving conflicts
Communication Process • Communication Process by which information is exchanged between individuals through a common system of symbols, signs, or behaviors
– Sender Expresses message to others
– Receiver Listens to one or more speakers
Communication Process Message Channel Feedback
Source creates a message (signal) that is transmitted through a channel to a receiver. Receiver provides feedback.
Feedback Feedback • Verbal or nonverbal messages sent back through the channel from receiver to sender • Can be – Immediate – Delayed
Communication Patterns Structured • Recorded or documented • Less subject to change • Widely known and accessible
Unstructure d • Dependent upon emotional factors • More flexible and open-ended than structured communication • More personalized
Directional Differences • Upward Communication Messages from employees to management
• Downward Communication Messages from management to employees
• Horizontal Communication Messages sent between peers
Three Formal Channels of Communications
Communications Barriers Individual Interpersonal barriers Channels and media Semantics Inconsistent cues Organizational Status and power differences Departmental needs and goals Communication network unsuited Lack of formal channels
