Slide 1
Basics of Business and
Professional
Communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Slide 2
1
Communicating At Work
Chapter Summary
The Importance of Communication
The Nature of Communication
Using Communication Networks
Choosing the Optimal Communication
Channel
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 3
The Importance of Communication
Communication
skills are the key to job advancement
Executives spend 75 to 80 percent of their time
communicating
Communicating effectively often makes the difference in
getting hired
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 4
Employers want…
Communication
Skills
Strong work ethic
Teamwork skills
Initiative
Analytical skills
Computer skills
Flexibility/adaptability
Interpersonal skills
Problem-solving skills
Technical skills
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 5
The Nature of Communication
The Communication Model
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 6
The Nature of Communication
The Process of Communication
Sender
Message
Encoding
Channel
Receiver
Decoding
Continued...
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 7
The Nature of Communication
The Process of Communication
Feedback
Noise
Context
Social Context
Chronological Context
Cultural Context
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 8
The Nature of Communication
Communication Principles
Communication
is Unavoidable
Communication Operates on Two Levels
Content Messages
Relational Messages
Communication is Irreversible
Communication is a Process
Continued...
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 9
The Nature of Communication
Communication Principles
Communication
is Not a Panacea
Communication Often Presents Ethical Challenges
The Golden Rule Standard
The Professional Ethic
Immanuel Kant’s Categorical Imperative
The Utilitarian Rule
The “60 Minutes” Test
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 10
Ethical Communication
The
Golden Rule
Standard
Is
this the way in which I
would want to be treated
by others?
The Professional Ethic
How would this action be
judged by an impartial
jury of my peers?
The “60 Minutes” Test
Would you feel comfortable
explaining your behavior on
the national television?
Immanuel
Kant’s
Categorical Imperative
(Rights Approach)
Could
our society continue
to function if everyone
acted in this fashion?
Does the action respect
others moral rights?
The Utilitarian Rule
Does this action do the
most good for the most
people over the greatest
period of time?
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 11
Ethical Communication, cont’d
Common
Good
Approach- Does the
action further the
common or community
good?
Virtue Approach- Does
the action promote the
development of moral
virtue in me or the
community?
Fairness/Justice
Approach- is the action
free of bias,
discrimination, or
favoritism?
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 12
Using Communication Networks
Formal Communication Networks
Downward
Communication
Job Instructions
Job Rationale
Procedures and Practices
Feedback
Indoctrination
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 13
Using Communication Networks
Formal Communication Networks
Upward
Communication
What Subordinates are Doing
Unsolved Work Problems
Suggestions for Improvement
How Subordinates Feel About
Each Other and the Job
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 14
Using Communication Networks
Formal Communication Networks
Horizontal Communication
Task
Coordination
Problem Solving
Sharing Information
Conflict Resolution
Building Rapport
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 15
Using Communication Networks
Informal Communication Networks
Cultivating Personal
Networks on the Job and
Beyond
View Everyone as a Networking Prospect
Get Referrals to Secondary Sources
Seek a Mentor
Become a Bridge
Ask Questions
Don’t Flaunt Informal Shortcuts
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 16
Choosing the Optimal Communication
Channel
Available Channels
Face-to-Face Communication
Teleconferencing
Telephone
and Voice Mail
Written Communication
E-mail
Computer Conferencing
Instant Messaging
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 17
Choosing the Optimal Communication
Channel
Considerations When Choosing a Channel
Speed of Establishing Contact
Time Required for Feedback
Amount of Information Conveyed
Control Over How Message is Composed
and Delivered
Continued...
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 18
Choosing the Optimal Communication
Channel
Considerations When Choosing a Channel
Control Over Receiver’s Attention
Personal vs. Formal
Cost
Permanent Record
Effective for Detailed Messages
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
