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CH 1 Understanding Workplace Communication

Success in Business
Communication rated most valuable soft skill second behind teamwork and analytical skills. National Assoc of Colleges and Employers (2011)
Communication Challenges
1. Need for expanded media literacy.
2. Increasing globalism and workplace diversity.
3. Increased need to strong analytical skills.
4. Increased focus on ethics and social responsibility.
Main categories of Communication
Operational and Personal
Operational Communication
Internal and External.
Internal Operational
many forms including reports, ongoing discussions, orders, instructions, written exchanges and messages much on computer networks. All within a business.
External Operational
Work related communication done with groups outside the business. Public, suppliers, service companies, customers, government agencies, etc.
Personal Communication
exchange of information and feelings among the workers. People talk when they come together much is personal. Can affect attitudes and job performance.
Communication Networks
Formal and Informal
1. well established, usually along operational lines.
2. depends on established forms or genres in the company.
3. planned and managed.
Complex and Dynamic
Factors Impacting Communication
1. Nature of the business.
2. Size and complexity
3. Industry environment (stable or volatile)
4. Geographic dispersion
5. Org culture
Communication as Problem Solving
Most business communication problems are ill-defined and require:
Model for Business Communication
Communicator 1
Communicator 2
Larger Context
Relationship of Communicators
Communicator’s particular contexts.
Larger Context
Business economic
Communicators Context
Communicator 1 (steps 1-6)
1. Senses need
2. Defines situation
3. Considers possible solutions
4. Selects best one
5. Composes message (medium, content, structure, style and form)
6. Sends message.
Receiver (steps 7-10)
7. Receives message.
8. Interprets message.
9. Decides on response.
10. Replies (becoming a new sender).
Goal of Business Communication
Create a shared understanding of business situations that will enable people to work successfully together.
new media
Email, instant messages, texts, blogs, tweets, podcasts, social networking, virtual meetings, videos, animation, simulations, and online games.
social intelligence
ability for staff to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly.
cross cultural competency
an employees awareness of that their assumptions and business and communication are not shared by everyone everywhere.
computational thinking
staff’s ability to interact with data, see patterns in data, make data based decisions, and use data to design desired outcomes.
visual literacy
staff’s ability to create and interpret graphics
interpretive skills
sense-making; the ability to determine the deeper meaning or significance of what is being expressed.
a businesses effort at being socially responsible to a larger group of stakeholders incuding employees, shareholders, business partners, and community at large.
formal network
main lines of operational communication may include reports, emails, memos, orders, instructions, advisories, and announcements, newsletters, billboards, intranet, or blogs.
officially sanctioned lines of communications form genres within the org.
informal network
thousands upon thousands of personal communications that may or may not support the formal network.
informal network within the org.
org culture
a company’s customary, but often unstated, ways of perceiving and doing things. It is the medium of preferred values and practices in which the company’s members do their work.
problem solving
well defined or ill defined sets of factors that require a solution.
rules of thumb that keep you from reinventing the wheel with each new problem.
org contexts
types and cultures of an org influencing how we communicate and respond.
personal contexts
who the employee is as a person (origin, cultural influences, crisis, successes, failures, schooling, life experiences, health) and its affect on communications
professional contexts
the employee’s professional role and the way in which that influences communication norms.
a process that requires revisiting and revising to achieve success.

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