Chapter 01

Business CommunicationBusiness CommunicationMaking Connections in a Digital WorldMaking Connections in a Digital World

McGraw-Hill/Irwin © 2008 The McGraw-Hill Companies, Inc. All rights reserved.

Lesikar + Flatley + RentzLesikar + Flatley + RentzBusiness CommunicationBusiness Communication

Making Connections in a Digital WorldMaking Connections in a Digital World

McGraw-Hill/Irwin © 2008 The McGraw-Hill Companies, Inc. All rights reserved.

Lesikar + Flatley + RentzLesikar + Flatley + Rentz

Communication in the WorkplaceCommunication in the Workplace chapter onechapter one

OverviewOverview

The importance of communication The three main categories of communication

in business Formal and informal networks The business communication process Basic truths about communication

The Importance of Communication Skills as The Importance of Communication Skills as Expressed by Business AuthoritiesExpressed by Business Authorities

“Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.”

--Business Section New York Times

“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.”

--Max De Pree, Author The Art of Leadership

Evidence of Communication Evidence of Communication Weakness in BusinessWeakness in Business

“I’m surprised how so many people struggle with communication.”

--Michael Rook, Production Manager

Hewlett Packard, San Diego, CA

“The first thing the Human Resources Department did was give me a writing book.”

--Sam Reeves, IT Consultant AMS, Denver, CO

Main Forms of Main Forms of Communication in BusinessCommunication in Business

Operational– Internal – External

Personal

Intranets (or portals) like this one from Deere & Company are used

for internal communication.

Communication NetworksCommunication Networks

Formal Network– Well-established, usually along operational lines– Depends on certain established forms or “genres”

in the company– Planned and managed

Informal Network– Complex– Dynamic

DepartmentManager

Supervisor Supervisor

Black Solid Lines = Formal NetworkBrown Dashed Lines = Informal Network (at a moment in time, for they change often)

The Formal and Informal Communication The Formal and Informal Communication Networks in a Division of a Small Manufacturing Networks in a Division of a Small Manufacturing

CompanyCompany

Factors Affecting the Communication Factors Affecting the Communication in a Businessin a Business

Nature of the business Operating plan Business environment Geographic dispersion People Company culture

The Business Communication ProcessThe Business Communication Process

The Contexts for CommunicationThe Contexts for Communication

The larger context– Business-economic– Sociocultural– Historical

The relationship of the communicators The communicators’ particular contexts

– Organizational– Professional– Personal

Business Communication as Business Communication as Problem SolvingProblem Solving

Most business-communication problems are ill-defined problems requiring– Analysis– Creativity– Judgment

Some Basic Truths about Some Basic Truths about CommunicationCommunication

Meaning is in the mind, and no two minds are alike.

The symbols for communicating are imperfect, and so are our best communication efforts.

Communication is about information and relationships.

AdaptationAdaptation

“Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment.”

--Benjamin Franklin