Textbook Notes | Ch.1: Communicating in the Workplace
Textbook Notes | Ch.1: Communicating in the Workplace 100W
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This 4 page Class Notes was uploaded by zuhreenuh on Monday September 26, 2016. The Class Notes belongs to 100W at University of California Riverside taught by Dr. Beehler in Fall 2016. Since its upload, it has received 12 views. For similar materials see Management writing and communication in Business at University of California Riverside.
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Date Created: 09/26/16
BUS 100W | Textbook Notes | Chapter 1: Communicating in the Workplace LEARNING OBJECTIVES 1-1 Explain the importance of communication to you and to business. 1-2 Describe the main challenges facing business communicators today. 1-3 Describe the 3 main categories of business communication. 1-4 Describe the formal and informal networks of the business organization. 1-5 Describe the factors that affect the types and amount of communicating that a business does. 1-6 Explain why business communication is a form of problem-solving. 1-7 Describe the contexts for each act of business communication. 1-8 Describe the business communication process. THE ROLE OF COMMUNICATION IN BUSINESS (p. 4) The Importance of Communication Skills (1-1) Surveys have found that communication ranks at or near the top of soft skills needed for success Inadequate communication skills poor leadership Current Challenges for Business Communicators (1-2) Four interrelated trends and challenges that will influence the way you work + communicate: 1. Need for expanded media literacy o New media – Blogs, tweets, podcasts, social networks, videos, virtual meetings, etc. o Social intelligence – Assessing emotions and adapt words, tones, and gestures accordingly o Businesses are becoming less hierarchical and more brain-like 2. Increasing globalism + diversity o Cross-cultural competency – Awareness that assumptions about business and communication are not shared by everyone everywhere Examples: Show of emotion, punctuality, efficiency o You will work with a variety of people Baby boomers (born soon after WWII) are expanding careers Influx of women Generation Y (born after 1979, most ethnically diverse) 3. Need for strong analytical skills o Computational thinking – Interacting with data, seeing patterns, making data-based decisions, using data to design for desired outcomes o Visual literacy – Creating and interpreting graphics o Interpretive skills – Determining meaning and significance of what is being expressed Discerning key facts, exploring “what if”, choosing optimal solutions 4. Increased focus on ethics and social responsibility o Fraud, ethical scandals, predatory lending, espionage, exploitation of labor have plagued business o Corporate social responsibility – Accountability and transparency of actions Main Categories of Business Communication (1-3) BUS 100W | Textbook Notes | Chapter 1: Communicating in the Workplace 1. Internal-operational o All the communication occurring in conducting work within a business Examples: Senior management discussions, orders given by supervisors, oral/written changes about work matters, reports o Communicated via computers, smartphones, mobile devices, etc. 2. External-operational o Involves communication with people outside a business o Likely external audiences include Customers Core business partners and industry partners Public groups and the public at large Regulatory agents 3. Personal o Communication that is non-operational or done without apparent reason o Helps to sustain relationships and positive attitudes o Exchange of information and feelings in which we engage around others Communication Networks of the Organization (1-4) 1. Formal Network o Well established channels for information exchanges Flow of reports, memos, emails, and media (upward, downward, lateral) Movement of orders, instructions, and announcements (downward) Dissemination of company newsletters, emails, and blogs Flow of invoices, receipts, correspondence with suppliers and consultants, and other external-operational communication (outward) o Genres – Certain forms of communication that arise due to these channels 2. Informal Network o Personal communications that may or may not support formal network of the business o Follow no set pattern, more complex, smaller networks consisting of groups o Often referred to as the grapevine Gossip and rumor, as well as more info than the formal network Determines course of an organization o Be careful about how participation in the informal network Variation in Communication Activity by Business (1-5) How much and what kind of communication depends on several factors: o Nature of the business Example: Insurance companies v. housecleaning service o Size and complexity of the business Example: Repair service v. automobile manufacturer o Business’s relation to its environment Example: Food processing (stable) v. online commerce (unstable) BUS 100W | Textbook Notes | Chapter 1: Communicating in the Workplace o Geographic dispersion of the business operations Example: Multiple locations v. one location o Cultural diversity of the company Requires more cross-cultural competency and language skills o Organizational culture – A company’s preferred values and practices THE BUSINESS COMMUNICATION PROCESS (p. 14) Problem-solving skills and people skills are central to the business communication process Business Communication as Problem Solving (1-6) Two main types of problem-solving: well defined and ill defined o Well defined problems can be solved by following a formula Most real-world problems aren’t well defined! People are complex and unique o How to solve ill defined problems Combine existing resources, innovation, good judgment, and adaptation Heuristics – Plans or “rules of thumb” to keep one from reinventing the wheel with each new problem A Model of Business Communication (1-7, 1-8) Check out Exhibit 1-4: The Business Communication Process (p. 15) The contexts for communication (1-7) o Larger context – General business-econ climate; language, values, and customs; and historical moment in which the communication takes place Flourishing economy v. recession U.S. urban culture v. across cultures Recent financial scandals’ effects o Relationship of the communicators forms important context o Particular contexts exert the strongest influence on communication: Organizational contexts - Type and culture of organization shapes what you say and how you say it Professional contexts – Different professionals possess different expertise, speak differently, and have different perspectives Personal contexts – Successes and failures, personal relationships, financial situation, state of health, and environment are all factors. The process of communication (1-8) Sender Recipient 1. Sensing a communication 7. Receiving the message. need. 8. Interpreting the message. 2. Defining the situation. 9. Deciding on a response. 3. Considering possible communication strategies. 4. Selecting a course of action. 5. Composing the message. 6. Sending the message. BUS 100W | Textbook Notes | Chapter 1: Communicating in the Workplace o Solving a communication problem can be a recursive process
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