Chapter 9
COMMUNICATION
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
“The most important thing
in communication is to
hear what isn’t being
said.”
Peter Drucker
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
OBJECTIVES
1. Define the impact effective communication has
in the workplace
2. Name the key elements of the communication
process
3. Name the three types of communication media
4. Describe the dangers of becoming emotional at
work
5. Demonstrate proper formatting for business
letters, memos, and emails
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
WORKPLACE COMMUNICATION
and its CHANNELS
• Effective communication is vital to
business. What if there is no
communication?
• Formal communication: Vertical
communication, Horizontal communication
• Informal communication: Grapevine,
Gossip
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE COMMUNICATION PROCESS
The process of a sender sending
a message to a receiver with the
purpose of creating mutual
understanding
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE COMMUNICATION PROCESS
MESSAGE
SENDER
NOISE
RECEIVER
FEEDBACK
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE COMMUNICATION PROCESS
• Sender: individual sending a message
– Encoding: process of sender identifying how the
message will be sent (verbal, non-verbal, or written)
• Receiver: individual that receives the message
– Decoding: how the receiver interprets the
message that was sent
– Feedback: the message the receiver sends based
upon the receiver’s interpretation of the message
• Noise: anything that interferes with the
communication process (audible or not)
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
TALK IT OUT
• Identify the noises you
experience during class
• Communication exercise: one
group use non-verbal
medium to send a message
(given by the instructor) to
another group.
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE COMMUNICATION PROCESS
Communication Media
Verbal
Non-verbal
Written
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
EMOTIONS AT WORK
• Make every attempt to not become
emotional at work
• Emotions take away our ability to think
logically
• If you cry or become angry, excuse
yourself from the situation
• Deal with your emotion in private
• Open displays of anger are inappropriate
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE BUSINESS LETTER
• Business letter: formal written form of
communication used when message is being
sent to an individual outside the organization
• Use proper business format
–
–
–
–
–
Sent on company letterhead
Error-free
Proofread, sign, and date prior to mailing
Include follow-up activity
Use company #10 mailing envelope
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE BUSINESS LETTER
• Read example on page 130 and do
activity 9-3
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE BUSINESS MEMO
• Business Memo: a formal form of written
business communication set to a receiver
within an organization
• Sometimes called Interoffice Memorandum
• Used for internal communication
• Include receiver’s name, date, and subject
• Include all facts, but be brief
• Memos should be no longer than one page
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE BUSINESS MEMO
• Read page 130- 131 and do activity 9-4
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]
THE BUSINESS E-MAIL
• Popular for both internal and external
communications
• Utilize software template
• Include subject in subject line
– Avoid “Hi,” “Hello,” “Urgent,” “Important,”
or “Test”
• Only use for business purposes
• Avoid use of emoticons
• Maintain confidentiality of electronic
address book
Professionalism: Skills for Workplace Success, 2/e
Lydia E. Anderson • Sandra B. Bolt
Copyright ©2011 by Pearson Education, Inc.
publishing as Pearson [imprint]