Communication
in the Workplace
Chapter 1
Overview
• 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
Expressed 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
Weakness 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
What is Communication?
• The act of exchanging of information by speaking, writing,
or using some other medium
• Means of sending or receiving information, such as
telephone lines or computers
• Two parties are involvedsender and receiver
Business Communication
• Business Needs Good Communication
• Most People DO NOT Communicate Well
• Improved Communication > Better Chances for Success
Business depends upon communication
• Business must coordinate the activities of groups of people
• Individual business units send and receive information
about all aspects of business
Group Discussion
• Group Discussion on the importance of communication
• Form small groups and identify at least five advantages of
effective communication in the context of a business
organization
Current Challenges
• The IMPACTS of Social Media
• New media are also increasing the needs for employees
who have social intelligence
Current Challenges (contd.)
• Social Intelligence refers to the ability to quickly assess the
emotions of those around them and adapt their words,
tone, and gestures accordingly
• Globalization has given birth to globally integrated
organizations and global social networks
• Individuals need to achieve cross-cultural competency
Using Social Intelligence on Social Media:
Good Example
• Good Example:
Using Social Intelligence on Social Media: Bad
Example
• British Airways has been under fire quite a bit for its bad
customer service, and social media only promotes its
problem
• A customer named Hassan Syed recently paid to promote a
Tweet complaining about British Airways’ customer service
after the company lost his father’s suitcase
Here is what Hassan Syed posted on Twitter!
What happens next?
• The tweet was seen by 76,000 users
• It negatively impacted on the reputation of the organization
• To make things worse, British Airways failed to respond to
the promoted tweet for eight hours
What happens next? (contd.)
• Finally, BA replied to the message!
Group Discussion
• Did you ever experience lack of social intelligence while
communicating on social media?
• Discuss with your neighbor and share the experience with
others
Main Forms of Communication in Business
• Operational
• Internal
• External
• Personal
Intranets (or portals) like this one
from Deere & Company are used
for internal communication.
Communication 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
The Formal and Informal Communication Networks in
a Division of a Small Manufacturing Company
Department
Manager
Supervisor
Supervisor
Black Solid Lines = Formal Network
Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
Factors Affecting the Communication in a
Business
• Nature of the business
• Operating plan
• Business environment
• Geographic dispersion
• People
• Company culture
The Business Communication Process
The 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
Problem Solving
• Most business-communication problems are ill-defined
problems requiring
• Analysis
• Creativity
• Judgment
Some Basic Truths about Communication
• Meaning is in the mind, and no two minds are alike.
• The symbols for communicating are imperfect, and so are
our best communication efforts.
• 'We're all different & communicating can be challenging...
but it's easy when you know 'How'!
• Communication is about information and relationships.
• Series of successful communication will help you build trust.
Adaptation
“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
Courtesy
A Special thanks to –
Md. Al-Amin, Senior Lecturer,
Department of Management,
School of Business & Economics,
North South University