COMS 3302-1-Putnam

Achieving Success Through Effective Business Communication

Chapter 1
Communication:
this)

The process of sending and receiving messages (but there is more to

What Employers Expect From You

Organizing ideas and information logically and completely
Expressing and presenting ideas and information coherently and persuasively
Listening to others effectively
Communicating
effectively with people from diverse backgrounds and
experiences
Using communication technology effectively/efficiently.
Follow standards of grammar, spelling, etc, of high quality writing and speaking
Know your business etiquette and use it effectively
Make ethical choices; when during difficult times
Characteristics of Effective Communication
1. Provide practical information
2. Give facts rather than impressions
3. Clarify and condense information
4. State precise responsibility
5. Persuade others and offer recommendations
Communicating in an Organizational Setting
Internal Communicationformal channels are used; communication reflected on company
hierarchy.
Downward flowbosses to workers; thousands of examples such communication; key is
for managers to provide a rationale for the request or information when possible.
Upward flowworkers to bosses. Less common then downward but common in todays
workplace. Key is to be wary of positive distortion from workers.
Horizontal flowbetween departments or individuals of equal rank. Common within
companies and often works fine. Concern is tendency for departments to protect
information and compete internallyunhealthy.
Informal Communication Networkthe grapevine.
Usually accurate; though not always
Always fast; few if any exceptions
Used about equally by men and women
Considered healthy when information is about people. Unhealthy if messages are
about company status.
Management may use via trial balloon
External Communicationoutside the company via formal channels. Often marketing and
public relations personnel are responsible for this. Informal outside exists when employees
interact with customers, suppliers, regulators, etc.
The Communication Process
1.
Idea originates in senders mind
2.
Sender decides how to put the idea into some form via the encoding process.
3.
Sender selects medium for the message
4.
Receiver gets the message
5.
Receiver interprets (decodes) the message.very subjective; most personal step in
the process

COMS 3302-1-Putnam

6.

Receiver provides feedback; some type of response.

Understanding Why Business Communication is Unique

Adapting to Challenges in the Workplace
Globalization of Business and Workforce Diversity.
Culturally diverse work force;
challenges and goals
The Increasing Value of Business Informationkey areas are competitive insights,
customer needs, and regulations and guidelines.
Pervasiveness in Technology. The Internet and e-commerce realities/increased speed
The Evolution of Organizational Structureshow much corporate hierarchy exists; levels
of management; tall vs. flat structures and the advantages of each one. And the role of
corporate culture and how it impacts communication.
Team-based organizations; teamwork and collaborating with others; command-andcontrol element is leaving. Can be a real pain in the you-know-where, but its a real issue
for companies.
Communication Barriers (page 14)
Differences in perceptionWe all try to make experiences fit our realities. The more we
share common experiences with others; the easier this is.
Restrictive Environmentsauthoritarian or rigid organizational environments reduce
communication. Many employees often feel isolated and meaningless.
Distractionssometimes as basic as hard to hear; poor copy quality.to lack of effective
listening by others to strong emotional reactionsto information overload.
Deceptive Tacticsmanagers or others who manipulate feelings of workers. Unethical,
without question. Leaves workers feeling a lack of respect.
How to Overcome Such Barriers?
Be perceptiveanticipate how others are likely to react
Precisiontry to be exact and specific as to meaning
Credibilityestablish trust by actions and never change
Controlbe confident in yourself and behavior
Congenialitybe nice to people; demonstrate respect
Guidelines to Improve Communication in Companies
1.
2.
3.

4.

5.

Adopt an Audience-Centered Approachalways remember why you are

communicating; design your message for your audience; not for you. Theme
of much of this course and text.
Minimize distractions(noise)this means both external as well as internal
types. External can be easy to identify and reduce. Internal like day-dreaming
and semantic issues can be much harder.
Create an Open Communication Climate The organizations corporate
culture (personality) is key here. The flatter organizational hierarchies are
good; messages move faster and often creates good feelings. But cant be too
flat or messages snarl at the top. Chances for employee feedback usually
help create the open climate.
Creating lean, efficient messages
Too easy to flood employees with email, etc. Think before sending information; is
it needed?
Keep focus on your message; watch for distractions
Use technology wisely; time and place for it.
Give constructive feedback. Focus must be on the work not the person. You want
to improve performance not create walls of defensiveness. This is a hard to do,
but honesty is essential while doing so in a positive and constructive manner.
Commitment to Ethical Communication--

COMS 3302-1-Putnam

Ethicsrelates to a value system of cultural beliefs; standards of conduct;

what a society deems as being right or wrong. Something may be unethical
but legal.
We all have personal ethical guidelines; concern here is for corporate ethics as
well. Key terms: ethical communication, ethical dilemmas, and ethical lapses.
Its easy for individuals and companies to be ethical with times are good; but life
doesnt run like that all the time.
Being ethical when business times are good is easy. When times get hard, high
ethical principles become more challenging. We are often faced with ethical
dilemmas.
Ethical Codes of Conduct have become the norm now. (90%)
Two Ethical Theories:
1.
The Golden Ruledo unto others. This is the full, straightforward
disclosure of the truth. Sounds great; not always easy to apply in reality.
2.
The Social Utility Conceptcarefully evaluate options and then choose the
alternative that does the greatest good (or least harm). The good of
everyone needs to be considered.