Chapter 1
Establishing a Framework
for Business Communication
Lecture and Resource Slides
BCOM 3e, Lehman & DuFrene
© 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
1
Learning Objectives
1. Define communication and describe the value for
communication in business.
2. Explain the communication process model and
the ultimate objective of the communication
process.
3. Discuss how information flows in an organization
(formally and informally; downward, upward,
and horizontally; and through various levels).
4. Explain how legal and ethical constraints,
diversity challenges, changing technology, and
team environment act as a strategic force that
influence the process of business
communication.
Communication Process Model
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
3
Communication Process Barriers
• Differences in _________
education level,
experience, and culture
• Physical issues, such as _____or
noise room
temperature
• Mental distractions, such as developing a
listening
response instead of ________
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
4
Communication Channels
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
5
Flow of Information
Within an Organization
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
6
Communication Systems
Formal
system
• Reflects rules and procedures
• Created by management to
control individual and group
behavior
Informal
system
• Emerges as people interact
within a formal system to
create a satisfying
environment
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
7
Dispelling Myths
about the Grapevine
• Grapevine is ___
no _____
more or ____
less
accurate than other communication
channels
• Message distribution is __________
networked
rather than linear in nature
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
8
Levels of Communication
Continued
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
9
Levels of Communication (cont.)
(cont.)
EXAMPLES
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
10
Strategic Forces Influencing Business
Communication
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
11
Four Dimensions of
Business Behavior
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
12
Diversity Challenges
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
13
Impacts of Technology
• Aids in collecting and organizing data
• Helps craft clearer and more effective messages
• Overcomes distance and time issues
• Complicates interpersonal relationship
development
• Raises legal and ethical issues
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
14
Team Environment Leads to Synergy
• Makes workers happier by causing them to feel
they are shaping their jobs
• Increases efficiency by eliminating
management layers
• Enables a company to
draw on talents of
entire workforce
BCOM 3e, Lehman & DuFrene
© 2012
Cengage Learning
15