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Communication in theCommunication in theWorkplaceWorkplace
MCS
Comprehension EnglishComprehension English
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Overview
Communication in the Workplace
The importance of communication
Three forms of communication in business
Formal and informal networks
The process of communicationBasic truths about communication
Communication Barriers and Solution
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3The Importance ofT e Importance oCommunication Skills asCommunication Skills asExpressed by BusinessExpressed by Business
AuthoritiesAuthoritiesTop executives from Fortune 500 companies ratecommunications skills as the most important quality for
business leaders.
--Business SectionNew York Times
There may be no single thing more important in our effortsto achieve meaningful work and fulfilling relationships than
to learn and practice the art of communication.--Max De Pree, Author The Art of Leadership
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Verbal and NonverbalVerbal and Nonverbal
CommunicationCommunicationVerbal Communication
Face-to-Face/Phone Conversations/MeetingsE-mail/Voice-Mail MessagesLetters, Memos, and Reports
Nonverbal CommunicationPictures/Company Logos
Gestures/Body LanguageWho Sits Where/How Long a Visitor is Kept
Waiting
Slide 1-1
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Non Verbal CommunicationNon Verbal Communication
Appearance
Posture
Gestures
Facial Expressions
Body Language
Time
Space
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Touch
Smell
ColorSurroundings
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Myths About Workplace WritingMyths About Workplace Writing
Secretaries will do allmy writing.
Ill use form letters or
templates when I needto write.
Im being hired as aprogrammer, not awriter.
Ill just pick up thephone.
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Internal and External AudiencesInternal and External Audiences
Internal audiencesincludeSubordinates.
Superiors.Peers.
Slide 1-3
External audiencesincludeCustomers/Suppliers.
Stockholders. Potential Employees.Government Agencies. The Press/General
Public.
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Basic PurposesBasic Purposes
All workplace communication has three
basic purposes:
To inform.To request or to persuade.
To build goodwill.
Slide 1-5
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Communication Challenges inCommunication Challenges in
Todays WorkplaceTodays Workplace
Advances
in Technology
WorkforceDiversity
Globalization
Team-BasedOrganizations
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ListeningListening
45%45%
WritingWriting9%9%
ReadingReading16%16%
SpeakingSpeaking
30%30%
Re
ceivin
gSen
din
g
Usage of Communication Channels at workplaceUsage of Communication Channels at workplace
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Main Forms ofMain Forms ofCommunication in BusinessCommunication in Business
Operational Internal
ExternalPersonal
Intranets like thisone from Deere &
Company are used
for internal
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Communication NetworksCommunication Networks
Formal Networkwell-established, usually
along operational lines
planned
Informal Networkcomplex
dynamic
Th F l d I f lTh F l d I f l
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Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)
The Formal and InformalThe Formal and InformalCommunication Networks in aCommunication Networks in a
Division of a Small ManufacturingDivision of a Small Manufacturing
CompanyCompany
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Factors Affecting Volume ofFactors Affecting Volume ofCommunication in BusinessCommunication in Business
Nature of the business
Operating plan
People
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A Model of the Communication ProcessA Model of the Communication Process
1. A message sent by Marci arrivesin Kevins sensory world.
2. Kevins senses pick up themessage, but may also pick upcompeting information.
3. Marcis message is filteredthrough Kevins unique mind andis given meaning.
4. The meaning given may trigger aresponse, which Kevins unique
mind forms.5. Kevin sends the message to
Marci. It enters her sensory world,and a second cycle begins.
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A Model of the Communication ProcessA Model of the Communication Process(continued)(continued)
1. A message sent by Kevin arrivesin Marcis sensory world.
2. Marcis senses pick up themessage, but may also pick upcompeting information.
3. Kevins message is filteredthrough Marcis unique mind andis given meaning.
4. The meaning given may trigger aresponse, which Marcis uniquemind forms.
5. Marci sends the message toKevin. It enters his sensoryworld, and another cycle begins.
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How Oral and WrittenHow Oral and WrittenCommunication DifferCommunication Differ
is more likely to involve creative effort,
has longer cycles, and usually has fewer cycles.
Written communication
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Some Basic Truths aboutSome Basic Truths aboutCommunicationCommunication
Meanings sent are not always received.
Meaning is not in words.
The symbols of communication are imperfect.
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Communication BarriersCommunication Barriers
Perception and language
Restrictive environments
Distractions
Deceptive tacticsInformation overload
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Overcoming BarriersOvercoming Barriers
OpenCommunication
OpenCommunication
EfficientMessagesEfficientMessages
Audience-CenteredApproach
Audience-CenteredApproach
EthicalCommunication
EthicalCommunication
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Audience-Centered
Approach
Audience-Centered
ApproachBiases
Education
Age
Status
Style
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Communication ClimateCommunication Climate
Corporate Culture
Flat
Tall
High
Low
Level of FeedbackOverall Structure
More Open
Less Open
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MakeMakeEthical ChoicesEthical ChoicesMakeMake
Ethical ChoicesEthical Choices
RecognizeRecognize
Ethical ChoicesEthical Choices
RecognizeRecognize
Ethical ChoicesEthical Choices
MotivateMotivate
Ethical ChoicesEthical Choices
MotivateMotivate
Ethical ChoicesEthical Choices
EthicalEthical
CommunicationCommunication
Business PrinciplesBusiness Principles
EthicalEthical
CommunicationCommunication
Business PrinciplesBusiness Principles
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Efficient Messages
Concise Business Communication
DevelopCommunication
Skills
Minimize
Distractions
Send Fewer
Messages
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Time managementTime management
24 X 7= 168 hrs/week How do you spend this time?
Make an allotment for:
Work Eating
Leisure/interests Daily routine Rest/sleep Relaxation (!?) Household duties Relationships
On-campus commitments Travel Study Everything else ___________ Total _____168_
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Time planTime plan
Allocate the tasks/responsibilities (168 hours) to the
seven days of the week
Stick to the plan!
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Writing is thinking on paper. Anyonewho thinks clearly should be able towrite clearly about any subject at all.
--William Zinsser, AuthorOn Writing Well