COMMUNICATION

Chapter 9

COMMUNICATION

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

“The most important thing in communication is to hear what isn’t being said.” Peter Drucker Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

OBJECTIVES 1. Define the impact effective communication has in the workplace 2. Name the key elements of the communication process 3. Name the three types of communication media 4. Describe the dangers of becoming emotional at work 5. Demonstrate proper formatting for business letters, memos, and emails

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

WORKPLACE COMMUNICATION and its CHANNELS • Effective communication is vital to business. What if there is no communication? • Formal communication: Vertical communication, Horizontal communication • Informal communication: Grapevine, Gossip

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE COMMUNICATION PROCESS

The process of a sender sending a message to a receiver with the purpose of creating mutual understanding

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE COMMUNICATION PROCESS MESSAGE

SENDER

NOISE

RECEIVER

FEEDBACK

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE COMMUNICATION PROCESS • Sender: individual sending a message – Encoding: process of sender identifying how the message will be sent (verbal, non-verbal, or written) • Receiver: individual that receives the message – Decoding: how the receiver interprets the message that was sent – Feedback: the message the receiver sends based upon the receiver’s interpretation of the message • Noise: anything that interferes with the communication process (audible or not)

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

TALK IT OUT • Identify the noises you experience during class • Communication exercise: one group use non-verbal medium to send a message (given by the instructor) to another group. Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE COMMUNICATION PROCESS Communication Media

Verbal Non-verbal Written

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

EMOTIONS AT WORK • Make every attempt to not become emotional at work • Emotions take away our ability to think logically • If you cry or become angry, excuse yourself from the situation • Deal with your emotion in private • Open displays of anger are inappropriate Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE BUSINESS LETTER • Business letter: formal written form of communication used when message is being sent to an individual outside the organization • Use proper business format – – – – –

Sent on company letterhead Error-free Proofread, sign, and date prior to mailing Include follow-up activity Use company #10 mailing envelope

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE BUSINESS LETTER • Read example on page 130 and do activity 9-3

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE BUSINESS MEMO • Business Memo: a formal form of written business communication set to a receiver within an organization • Sometimes called Interoffice Memorandum • Used for internal communication • Include receiver’s name, date, and subject • Include all facts, but be brief • Memos should be no longer than one page

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE BUSINESS MEMO • Read page 130- 131 and do activity 9-4

Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]

THE BUSINESS E-MAIL • Popular for both internal and external communications • Utilize software template • Include subject in subject line – Avoid “Hi,” “Hello,” “Urgent,” “Important,” or “Test” • Only use for business purposes • Avoid use of emoticons • Maintain confidentiality of electronic address book Professionalism: Skills for Workplace Success, 2/e Lydia E. Anderson • Sandra B. Bolt

Copyright ©2011 by Pearson Education, Inc. publishing as Pearson [imprint]