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Week 1 Notes

by: Kyrsten Stoll

Week 1 Notes Comm2081 504125

Kyrsten Stoll
GPA 3.57
Business Communication
Krysten Stein

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About this Document

Week 1 notes for Krysten Stein's BComm class (COMM2081). From book "Business Communication: In Person, In Print, and Online" by Amy Newman. These DO NOT include the case study at the end of the cha...
Business Communication
Krysten Stein
Class Notes
business, communication, business communication, Communications
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This 8 page Class Notes was uploaded by Kyrsten Stoll on Thursday August 27, 2015. The Class Notes belongs to Comm2081 504125 at DCH Regional Medical Center taught by Krysten Stein in Fall 2015. Since its upload, it has received 39 views. For similar materials see Business Communication in Communication Studies at DCH Regional Medical Center.


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Date Created: 08/27/15
COMM2081006 Chapter 1 Understanding Business Communication Communicating in Organizations 0 Communication is necessary for an organization to achieve its goals 0 Communicate your ideas needs expertise and plans 0 Share information coordinate activities make better decisions 0 Writtenoral communication skills among top ten skills employers look at o The College Board companies spend 31 billionyear on communicationwriting training 0 Communication sending and receiving verbal and nonverbal messages The Components of Communication The Communication Model 0 Communication need l sender message audience l response 0 Communication need from mind or situation begins the process of communication in organizations Sender how to ensure the message is received as you intend o Interpret the communication context 0 Identify and analyze the audience 0 Determine objectives 0 Choose the medium 0 Create the message 0 Message the information to be communicated 0 Needs to be constructed well for maximum understanding 0 Oral messages meetings phone conversation conference call 0 Written messages email report blog post tweet newsletter o Nonverbal messages facial expressions gestures body movement 0 Medium the way in which a message is sent 0 Audience lters the communication and reacts 0 They interpret the message lter it according to their knowledge experience background identity 0 They provide feedback they become the sender of a new message by responding 0 Successful communication message is interpreted as originally intended Response the audience s response begins the cycle again 0 The Dynamic Nature of Communication communication rarely ows neatly never as simple as a diagram Directions of Communication oThe Formal Communication Network downward upward and lateral oDownward Communication ow of info from managers to their employees o Cascading communication directs info from one level down to another o Employees not always satis ed with managerial communication o Managers assume their employees receiveunderstand messages o Feedback required to determine effective communication Upward Communication ow of info from lowerlevel employees to upperlevel employeesmanagers o Provides management with feedback o Important to encourage employees to voice their opinions oLateral Horizontal Communication ow of info among peers within an organization o Coordinate work share plans negotiate differences support each other o Crossfunctional communication across different departments divisions or branches The Informal Communication Network olnformal Communication Network grapevine transmits info through unofficial channels within an organization Grapevine takes over in absence of good formal communication 0 People need information Glassdoorcom allows formercurrent employees to discuss companies Competent managers pay attention to grapevine not eliminate it 0 Identify key in uencers in organization Communication Barriers Verbal Barriers o Verbal barriers what you write or say lnadequate Knowledge or Vocabulary you need to know enough about an idea before you can communicate it o Have you analyzed your audience 0 How personal should your communication be 0 Differences in Interpretation senders and receivers attribute different meanings to the same word 0 Denotation literal dictionary meaning of a word 0 Connotation subjective emotional meaning you attach to a word 0 Miscommunication occurs when different connotative meanings are attached to the same word 0 Language Differences rst translate into second language then retranslate into English 0 Difficulties arise even among native English speakers British vs US Inappropriate Use of Expressions intended meaning of an expression can differ from its literal interpretation 0 Slang an expression identi ed with a speci c group of people A communication shortcut Sender might use slang that audience doesn t understand 0 jargon technical terminology used within specialized groups Precise and ef cient way to communicate with those familiar with it o Euphemisms expressions used instead of words that may be offensive or inappropriate quotPassed awayquot vs quotdiedquot Shouldn t be overused Overabstraction and Ambiguity 0 Abstract word identi es an idea or feeling instead of a concrete object 0 Concrete word identi es something that can be seen or touched 0 Dif culty occurs when we use too many abstract words 0 Higher the level of abstraction more dif cult it is for receiver to understand true message 0 Ambiguous terms few some several far away too broad for business communication Polarization 0 Not every situation is black and white often a gray area 0 Competent communicators search for middle ground words to best describe a situation 0 What you do not say can also communicate a message Nonverbal Barriers olnappropriate or Con icting Signals o People usually believe what we do rather than what we say o Nonverbal signals vary from culture to culture o When signals con ict we usually believe the nonverbal messages over verbal messages oDifferences in Perception o People form different perceptions of the same message because of their distinct lters o Reactions differ based on experience knowledge points of view olnappropriate Emotions oToo much emotional involvement can hinder communication Anger prejudice stereotyping boredom Some emotions close your mind to new ideas An objective open mind is vital to effective communication ractions Noise environmental or competing elements Hinders your ability to concentrate and negatively affects communication Temperature comfort odor Different technologies can cause distractions 0Dis I39l39 Communication Media Choices Traditional Communication Channels Traditional Written Communication 0 Brochures newsletters nancial statements letters periodicals magazines newspapers journals 0 Electronic communication edging out written communication Traditional Oral Communication Facetoface is the best medium for building relationships 0 Most personal form of business communication 0 Oneonone small group or large group gatherings TechnologyBased Communication Media Email Phone Voice Mail 0 Considered more conventional channels of communication 0 Email has become default communication channel in organizations 0 Offices still have landlines for now o Is email used too often instead of facetoface Instant and Text Messaging 0 Becoming increasingly popular 0 Ideal for short messages and quick questions 0 IM saves time and provides timely relevant info Texting still considering very informal for work communication can be considered rude 0 Texting is useful for o Con rming deliveries Sending alerts Fast client contact Advertising Sending important info in a meeting Instant reminders 00000 Social Media 0 Companies use social media to have a conversation with internal and external audiences Promotes interaction Blogs wikis video social networking sites Intranet for employee access only Extranets private networks for people outside the company customers franchisees User generated content UGCConsumer generated media CGM blog entries product reviews other messages posted about a company 0 Blogs 0 Connect with employees and customers 0 Updated regularly o Interactivity through comments subscriptions 0 28 of Fortune 500 companies have blogs 0 Blogs can build direct relationships with customers personalizes company 0 Vlog video blog Microblogs used for short messages with timely information 0 Twitter useful for reporting news connecting with customers Multimedia 0 Corporate videos 0 Pinterest 0 Podcasts Wikis 0 Online spaces where people collaborate 0 Allow workgroups to share documentstrack revisions Social Networking 0 For communities of people who share common interests or activities 0 Connects employees within an organization Choosing Communication Media Con Always consider your audience and objectives before choosing a communication media nuum of Communication Media Rich vs Lean Media Richest medium is facetoface conversations or meetings Lean media are oneway and static Lean media best for routine neutral simple messages Relationship considerations vs logistical considerations Sending messages through a variety of media helps to reach different audiences Convergence of Communication Media Potential Technology blurs many forms of communications Multicommunicatingsynchronous overlapping conversations Multicomunicating is effective only if your work environment tolerates it Mashups web applications or pages that combine content from different sources Geolocation display mashups based on where you are Foursquare Legal Consequences of Communication o All company communications may become public during legal battles CIA Director General Petraeus 15 of US companies fought legal claims based on employee emails Policies in place about communicating at work 0 Time Warner Cable social media policy 0 Follow copyright fair use nancial disclosure laws 0 Don t publish con dential info 0 Do not insult or disparage TWC o Behave professionally and with respect Ethics and Communication 0 Companies will expect you to communicate ethically 0 Negative comments about your company are best kept private 0 Ethics system of moral principles that tell us how to act what is right or wrong 0 Professional ethics de ned by an organization Employees expected to follow these guidelines Social ethics de ned by society 0 Individual ethics de ned by a person based on family values heritage personal experience What Affects Ethical Behavior 1 We do what s most convenient 2 We do what we must to win 3 We rationalize our choices decision depends on circumstance situational ethics 0 Ethics are affected by the corporate culture 0 Managers indirectly condone certain actions by not stopping them 0 Employees are less likely to be unethical if a code of ethics is enforced Employees need to know what is expected of them Ethics Pays Ethisphere Institute makes list of ethical companies based on 0 Corporate citizenshipresponsibility 0 Innovation contributing to public wellbeing 0 Executive leadership Corporate Social Responsibility CSR companies consider the public s interest in their business practices Framework for Ethical Decision Making 0 Consider these factors o Is the action legal o Does the action comply with your company s policies and guidelines Who will be affected by your decision and how Does the action comply with company values o How will you feel after the decision is known We also face communication situations that challenge us to be responsible and appropriate 0 0 Communicating Ethically When communicating we constantly make decisions with ethical implications Communications decisions have legal and ethical dimensions Consider the impact of you message to ensure that receivers are not deceived


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