Unit 4: Communication
Intro To Business & Technology
Standards
• BMA-IBT-1: Demonstrate employability skills required by
business and industry.
• BMA-IBT-2: Apply technology as a tool to increase
productivity and to create, edit, and publish industry
appropriate documents.
• BMA-IBT-3: Master word processing software to create, edit,
and publish professional-appearing business documents.
• BMA-IBT-6: Use professional oral, written, and digital
communication skills to create, express, ad interpret
information and ideas.
• BMA-IBT-10: Explain the goals, mission, and objectives of
Future Business Leaders of America. Explain how participation
in career and technology education student organizations can
promote lifelong responsibility for community service and
professional development.
Essential Questions
• What are the elements of the
communication process? (message,
sender, receiver, channel, and feedback)
• What is the purpose of business
communication?
• What are some types of business
communication?
• Why are goodwill and positive image
important for business success?
• Communication is the process used to send and
interpret messages so that they are understood.
• Communication is important in that it allows
people to share ideas, ask questions, and enjoy
artistic works such as a poem or movie.
• Communication is important in the workplace in
order to make progress and complete an
assigned task or goal.
• Without communication, people would not be
able to share information and work together to
perform daily activities.
Elements in the
Communication Process
Each element in the communication process is important.
Message
Composed of a set of symbols, such as
words or gestures
Sender
Person who creates and shares a message
Receiver
Person who hears and reads and interprets a
message
Channel
Mode used to send a message, e.g., letter or
speaking
Feedback
Response of a receiver to a message
Purpose of Communication
• Business communication is sending and interpreting
messages related to products, services, or activities of a
company or organization. Effective communication is
important for business success.
Purpose
• Obtain and share information – information is one of
the most valuable resources people and companies have.
• Build good will and image. Goodwill is a positive feeling
or attitude toward others. In business, it refers to the
good reputation or positive image of a company.
• Persuade – convince others to adopt an opinion or take a
certain action.
• Build relationships an self-esteem
Types of Business
Communication
• Internal communication are messages to people
within the company.
• Messages created within the company and sent to
people outside the company are external
communication.
• Communication within a company can be formal or
informal.
• Grapevine (office gossip) is informal
communication which is repeating rumors about
coworkers and business affairs may be unethical.
• Downward communication travels from
managers to employees downward
communications.
• Upward communication refers to messages
from workers to managers of the company.
• Written communication – is often the best
channel for a message; provides a written record
of information exchanged; allows retrieval and
referral of message.
• Oral communication – is the fastest providing
immediate feedback to the sender. Face-to-face
and telephone.
•Verbal (face to face, phone,
and in writing (using words)
•Non Verbal (eye contact,
posture, personal appearance,
and timing)
Communication Barriers
• Communication barriers are things or conditions
that interfere with communication. Learning to recognize these
barriers can help you overcome them.
• External communication barriers – conditions
outside that hinder communication e.g., poor lighting, heat or
cold, humidity, uncomfortable seating, noises.
• Internal barriers – conditions within the receiver or
sender that hinder communication e.g., educational
background, lack of motivation or interest
Receivers' duties to
improve communication:
• Reading – process of seeing and interpreting
written words and other symbols. Focusing and
ensuring understanding are the keys to effective
reading.
• Listening – process of hearing and focusing
attention to understand an oral message.
Diversity at Work
• Diversity refers to the presence of a wide
range of variation in qualities or attributes of
people of things e.g., race, gender, age, and
disability now included are ethnicity, culture,
background, and personality.
• A diverse workforce makes employers better able
to meet the needs of growing global markets and
an increasingly diverse U.S. population.
• Diversity is one of the greatest challenges
including communication in today’s workforce.
• Language, body language, and personal space
are all communication barriers especially
when it comes to cultural diversity.
• Etiquette – a set of rules and behaviors for a
particular place or situation.
• Customs – beliefs, traditions, and practices of a
group of people.
• Customs and etiquette may vary from country to
country so as employers/employees we must be
sensitive to these things in todays work environments.
• Stereotype – an oversimplified belief about a
group of people; can lead to judging people as a
member or group rather than an individual.
• Prejudice – a bias that prevents objective thought
about a person or thing. Prejudice can hinder
communication.
• Having a professional attitude can reduce
barriers to communication.
• This includes:
• Refrain from making judgments about
others
• Keeps an open mind
• Does not make assumptions or jump to
conclusions
• Keeps emotions in check
• Is slow to take offense
• Give others the benefit of the doubt
Role of Nonverbal
Communication
• Nonverbal communication is composed
of the messages sent without or in addition to
words. Have a strong impact on receivers.
• Spoke or written symbols are Verbal
communication
• Nonverbal symbols – body language,
appearance, touch, space, time, and voice (exist
in written and oral communication and in the
environment)
Nonverbal symbols affect
spoken messages
NONVERBAL SYMBOLS
Body
language
Facial expressions, gestures, and posture
Touching
Shaking hands, back slapping, placing hand on
someone’s shoulder, hugging
Space
The physical distance between individuals
Time
Being punctual for appointments or completing
tasks by the date requested
Paralanguage
Qualities of voice (such as a pitch and volume), rate
of speech, and actions (such as laughing or sighing)
also includes laughing, crying, sighing, yawning,
grunting, coughing
Nonverbal symbols and your
image
• Your nonverbal communications are extremely
important these include:
• self-confidence (believe in yourself and abilities)
• Too much self-confidence ( hinder and hurt
your image; cocky, arrogant)
• Too little self-confidence (seen as weak;
negative thinking and unrealistic expectations)
• Friendliness (being supportive, helpful or kind)
Nonverbal symbols and your
image
• Enthusiasm (showing excitement or lively interest)
• Sincerity ( being open, genuine, or earnest)
• Appearance (critical to your image; being healthy, neat,
clean, and appropriately dressed)
• Eye contact (one of the most important nonverbal
symbols; can send many messages of confidence or lack of
interest)
• Posture (way you stand or sit)
Barriers to Effective
Listening
• Attitudes About the Speaker
• Attitudes About the Topic
• Prejudices or Differing Opinions
• Assumptions
• Environmental distractions
• Physical Discomfort
• Divided Focus
Barriers to communication
•Message not clear
•Do not understand the message
•Not listening
•Lack of language skills
Getting the message across
• Always use appropriate tone
when speaking
• Make eye contact
• Use appropriate body language
• Make sure your audience is ready
to listen
Receiving messages (listening)
•In order to
comprehend a
message you
must be actively
listening
Active listening
•Shows interest in the message
•Do not be closed minded
•Do not interrupt the
messenger
•Make eye contact with the
messenger
•Decrease distractions
•Focus
•After the speaker speaks,
reinstate the message to ensure
that you understand
•Ask questions if you do not
understand the message.
Follow instructions
• The elements of following
instructions are very similar to
listening
• Make eye contact
• Attempt to visualize the directions
that speaker is giving
•Ask questions or nod to let
the speaker know that you
are listening
•Take notes
•Repeat and reinstate
directions
Cell Phone & E-mail
in the Workplace
Unit 3 Communications
Cell Phone Use in the Workplace
• Turn off the ringer before entering
the workplace.
• Do not take personal calls during
work hours
• During breaks, find a private place
if you must make or take a
personal call.
• If a cell phone is used for business
reasons, make sure you have a
professional sounding tone.
• Never take a business or personal
call if you are talking to a customer,
client, employee or boss.
• Avoid taking personal or business calls
during meetings.
• Avoid texting or reading text constantly
while sitting with another employee,
customer, client, or boss.
• Avoid texting or reading during meetings.
E-mail
• E-mail (electronic mail) is an informal
message written, sent, and received
on a computer.
• E-mails are a major form of
communication in the workplace.
• Employees often consider e-mail
informal, and may include comments
that could come back to haunt the
company.
• In essence, you may want to think
twice about sending a dirty joke to a
coworker or using inappropriate
language that may offend another
employee or anyone inside and
outside the workplace.
Your workplace e-mail
should cover certain basic
principles:
• E-mail should be professional and courteous.
• E-mail must not contain any illegal, libelous,
or offensive statements.
• All statements meant to harass — sexually
or otherwise — are prohibited.
• E-mail is for business purposes, not for
personal use.
• All e-mail is company property.
• The company has the right to access e-mail
sent to or from every computer.
• The company has the right to retrieve email stored on its servers that users have
deleted from their e-mail programs.
• Employees who violate the e-mail policy
will be subject to disciplinary measures or
termination.
E-mail Netiquette
• Netiquette – a set of formal guidelines for
behaving courteously online.
• Using netiquette when composing and sending
messages shows consideration for the receiver.
• Do not send flames (angry or insulting messages)
• Do not use all capital letters when keying e-mail
messages (indicates shouting)
• Do not use e-mail to send confidential
or sensitive information or to
communicate personal criticism.
• Do not use emoticons in business
emails. An emoticon is a combination
of keyboard characters or icons used
in messages to indicate emotion (ex.
Smiley face)
• Use correct grammar, spelling, and
punctuation. Do not use informal
abbreviations, such as TTYL for talk to
you later.
Instant Messaging
• Instant messaging (IM) is a means of
communicating electronically via text messages
with one or more people in real time.
• Rule 1: Follow company policy. If your company
doesn’t have an IM policy, then use common
sense as your guide.
• Rule 2: Be professional. Refrain from badmouthing your co-workers, company or clients, or
sharing too much personal information.
• Rule 3: Keep confidential
information confidential. Don’t
send confidential business
information over IM.
• Because IM technology tends to
be unsecured, with the added
possibility that a public IM
provider bypasses your company
network security, it is all too easy
for hackers to access your old
conversation logs.
• Rule 4: Don’t mix business with
pleasure. Many people have their
friends and family on the same IM
interface –Yahoo, Gtalk and MSN are
popular providers – as their business
contacts.
• During work hours, refrain from
chatting with your personal contacts.
• Rule 5: Be aware that instant messages can be
saved. Making bold statements about
individuals are not always deleted. In essence,
someone can copy and paste your entire
conversation onto a Notepad or Word
document. Some IM services allow you to
archive entire messages. Bottom line: Be careful
what you say, just as you would in an e-mail.
• 8. DON'T: Share personal data or information
through instant messaging. (e.g., password or
credit card number information, phone
numbers). The text of your chat is relayed to a
web server; hackers may be online even in
instant messaging.
Workplace Relationships
• Leadership is providing guidance and inducing
others to act. This is a vital skill that employees
seek.
• Teamwork is one or more people acting
together to achieve a goal. Teamwork involves
communication.
• Synergy allows the team to be more creative and
productive than the individuals will be working
separately.
• Virtual team –one with members who do not
share a physical workspace working together using
communications technology, such as telephone and
e-mail.
Guidelines for Team Success
• Identify the goals of the team.
• Determine tasks or steps needed to accomplish
goals.
• Identify resources needed to complete the tasks.
• Assign duties ad task to team members.
• Communicate regularly.
• Resolve conflicts that arise.
• Brainstorm ideas for solving problems that arise.
• Evaluate procedures
• Celebrate success!
Leaders…..
• Leaders are committed to their work. (they show
initiative and discipline)
• Leaders have integrity. (honest and live by high
ethical standards)
• Leaders are enthusiastic.
• Leaders have self-confidence and inspire others to
trust them.
• Leaders care about others. They have good
communication and teamwork skills.