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Business Communications. Presented by: Katharina “Kat” Dickerson. Communication Process Model Source: Organizational Behavior ; Steven McShane and Mary Ann Von Glinow. Communication refers to the process by which information is transmitted and understood between 2 people. SENDER. Transmit
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Business Communications Presented by: Katharina “Kat” Dickerson
Communication Process Model Source:Organizational Behavior; Steven McShane and Mary Ann Von Glinow • Communication refers to the process by which information is transmitted and understood between 2 people SENDER Transmit message RECEIVER Receive encoded message Form message Encode message Decode message Noise Decode feedback Receive feedback Encode feedback Form feedback Transmit feedback
Reasons for Communication • To achieve personal, team, and organizational objectives • Brings knowledge into organization • Allows for more informed decision making • Coordinates work activities • Bonds people together
Communication Barriers (Noise) • Language • Jargon • Ambiguity • Information overload • Perceptions • Filtering SENDER Transmit message RECEIVER Receive encoded message Form message Encode message Decode message Noise Decode feedback Receive feedback Encode feedback Form feedback Transmit feedback
Verbal Communication transmits emotions persuades receiver Ex. Sales Pitch Written Communication appropriate for recording and presenting technical details Ex. Business Proposal Instant Messaging E-Mail messages are easily formed, edited and stored info is transmitted to many people at a time no need to coordinate a communication session perferred medium for coordinating work Intranets Communication Channels Verbal communication
Problems with E-mail Contributes to information overload Ineffective at communicating emotions emoticons: :-), :-p, {} Reduces politeness and respect for others flaming Some E-mail Netiquette Fill in subject line with informative description Keep email messages fewer than 25 lines Respond to e-mail within one business day Switch communication channels when flaming occurs Don’t write messages in ALL CAPS Don’t use emoticons excessively E-mail: Problems and Netiquette
Facial expressions voice intonation physical distance silence Present when there is noise or physical distance It is more automatic and unconscious less rule-bound more ambiguous and susceptible to misinterpretation Communication Channels Nonverbal communication
Organizational Communication • Newsletters and E-zines • hpNow at Hewlett Packard • Work space design • open office spaces • Employee surveys • employees involved in decision making • Management by walking around • executives meet face-to-face with employees
How to Improve Interpersonal Communication • Get your message across • Empathize • think of yourself as being in the other person’s shoes and receiving the message • Repeat the message • restate key points throughout the conversation • Be descriptive • focus on the problem not the person
How to Improve Interpersonal Communication • Active listening • Sensing • Postpone evaluation • Avoid interruption • Maintain interest • Evaluating • Emphathize • Organize information • Responding • Show interest • Clarify message
Business Communication Q & A Q & A Q & A Q and A Q & A Q and A
