GEB FINAL EXAM STUDY GUIDE Chapter 1 Communication in Business Communication the process of exchanging information and meaning between or among individuals through a common system of symbols signs and behavior o Managers spend 60 80 percent of their time involved in communication o A major value of communication is to help people feel good about themselves and their organizations o There basic purposes To inform To persuade To entertain The communication process o We all know that every message isn t received interpreted the way we mean for it to so we have to focus on how to design of the initial message effectively and to be prepared to intervene at the appropriate time to ensure that the message received is on target o Encoding the process of selecting and organizing a message o Decoding the process of interpreting a message o The steps 1 The sender encodes the message Carefully design a message by selecting 1 words that clearly convey the message and 2 non verbal signals that reinforce the verbal message gestures posture facial expression etc 2 The sender selects the channel and transmits the message Three communication channels o Two way face to face o Two way Not face to face o One way not face to face Selecting a wrong channel can cause your message to be misunderstood Written documents are required when legal matters are involved and writing records must be retained 3 The receiver decodes the message This is the destination of the message Receiver s task is to interpret the senders message both verbal and non verbal Problems occur o Words that are not in their vocabulary o Intimidation by position or authority o Prejudges the topic as too boring o Close minded people 4 The receiver encodes the message to clarify Feedback a receiver s response to a senders message o Can be verbal or nonverbal 5 Interferences hinder the process Interferences also called barriers numerous factors that hinder the communication process Ex o Differences in educational level experiences culture o Noisy environment mental distractions o It s a constant circle Communication with an organization o Organizational communication is concerned with the movement of information within the company structure o Some communication flows are planned and structured others are not o Formal vs informal Formal communication channel a channel of communication typified by the formal organization chart dictated by the technical political and economic environment of the organization To define individual and group relationships and to specify lines of responsibility People are required to work in certain ways to get work done Usually identified as a bureaucracy Informal communication channel a channel of communication that continuously develops as people interact within the formal system to accommodate their social and psychological needs o Grapevine rumor mill the best known component of the informal communication system Speedy but inaccurate Myth that is goes person to person until it reaches the last person It actually is a network like a spider web Has no single consistent source o An informal communication system will emerge from even the most carefully designed A good manager will learn to use this to his advantage rather than ignore it formal system o Directions for communication flow Can be Downward flows from supervisor to employee from policy makers to operating personnel or from top to bottom o People at high levels in the org have greater knowledge of the org and its goals o Both spoken and written messages become larger as they move downward through the levels The expansion results from attempts to prevent distortion and is more noticeable in written messages Upward generally a response to the requests from supervisors o Is primarily feedback to requests and actions of supervisors o Can be misleading because lower level employees often tell their superiors what they think the superiors want to hear contradicting their true observations and perceptions o Risk to an employee and is dependent on trust in the supervisor Horizontal interactions between organizational units on the same hierarchical level o The primary interaction o Levels of communication Internal messages messages intended for recipients within the organization External messages messages directed to recipients outside the organization Five levels of communication 1 Intrapersonal communication within oneself o not considered by some to be true communication as it does not involve a separate sender and receiver o ex individual reminding himself of tasks to complete or daily schedule 2 Interpersonal communication between two people o Goals are to accomplish task confronting them and to feel better about themselves and each other because of their interaction o Ex supervisor and subordinate two coworkers 3 Group communication among more than two people o Goal of achieving greater output than individual efforts could produce o Ex committee college class 4 Organizational groups combined in such a way that large tasks can be accomplished o Goal of providing adequate structure for groups to achieve their purposes o Ex company organization 5 Public the organization reaching out to its public to reach its goals o Goal of reaching many with the same message o Ex media advertisement website communication Strategic forces 1 Legal and ethical Set boundaries in which communication occurs International federl state and local laws affect the way various businesses work Stakeholders people inside and outside the organization who are affected by decisions Ethics the principles of right and wrong that guide one in making decisions that consider the impact of one s actions on others as well as on the decision maker Dr Albert Schweitzer defined ethics as the name we give to our concern for good behavior We feel obligation to consider not only our own personal well being but also that of others and of human society as a whole Dimensions Behavior that is illegal and unethical Behavior that is illegal yet ethical Legal yet unethical Both legal and ethical 2 Diversity challenges Diversity skills the ability to communicate effectively with both men and women of all ages cultures and minority groups The culture of a people is the product of their living experiences within their own society your ability to communicate effectively with both men and women of all ages cultures and minority groups will affect your success in today s culturally diverse global economy Barriers
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