Chapter 1
Establishing a Framework
for Business Communication
Lecture Slides
Business Communication, 16e, Lehman & DuFrene
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Communication Process Model
Chapter 1, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
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 ________
Chapter 1, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Communication Channels
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
Flow of Information
Within an Organization
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
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
Chapter 1, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
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
Chapter 1, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Your Turn
• Why do communication breakdowns occur
– between individuals?
– in organizations?
• What can you do to prevent or minimize
communication breakdowns?
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
Levels of Communication
Continued
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
Levels of Communication (cont.)
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
Strategic Forces Influencing
Business Communication
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
Four Dimensions of
Business Behavior
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
Diversity Challenges
International
Intercultural
Intergenerational
Gender
Chapter 1, Business Communication, 16e, Lehman & DuFrene
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Cengage Learning
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
Chapter 1, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
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
Chapter 1, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Your Turn
• In which strategic force (legal/ethical,
diversity, technology, or teams) do you feel
most competent?
• In which strategic force will you need most
improvement? How will you achieve
needed improvement?
Chapter 1, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning