Making Connections in a Digital World

Business Communication
Lesikar + Flatley + Rentz

Major Danesh

What is Communication?

chapter one

Communication in the Workplace

Overview
The importance of communication
Media of communication
The three main categories of communication
in business
Formal and informal networks
The business communication process
Basic truths about communication

The Importance of Communication Skills as

Expressed by Business Authorities
Top executives from Fortune 500 companies rate
communications skills as the most important quality
for business leaders.
--Business Section New York
Times

There may be no single thing more important in our

efforts to achieve meaningful work and fulfilling
relationships than to learn and practice the art of
communication.
--Max De Pree, Author
Art of Leadership

The

Evidence of Communication
Weakness in Business
Im surprised how so many people struggle
with communication.
--Michael Rook, Production Manager
Hewlett Packard, San Diego, CA

The first thing the Human Resources

Department did was give me a writing book.
--Sam Reeves, IT Consultant
AMS, Denver, CO

Media of Communications

Media of Communications
Written communication

Oral communication
Visual communication
Audio visual communication
Computer based communication

Written communication
Has to be written and transmitted in written forms

Merits:
Accurate
Precise

Permanent record/ Legal

document
Can reach a large number
of people

Limitations:
Time consuming
Expensive

Quick clarification is not

possible

Oral communication
Face to face conversation, telephone conversation,
radio broadcasts, interviews, group discussion,
announcement, conference, speeches..etc

Oral communication

Merits:
Saves time & money
More forceful
Conveys shades of
meaning

Immediate feedback &

clarification
More effective with
groups

Limitations:

Difficult for distance

people
Unsuitable for lengthy
messages

Messages cannot be
retained for long
No legal validity

Visual communication
Gesture, facial expressions, tables, charts, graphs,
posters, diagramsetc
Can be very effective if used in combination with other
media
Body language:

Eye movement (rolling, winking, twinkling, staring)

Blank or puzzled face
Biting nails

Raising feast ..etc

Audio Visual communication

It is a combination of sight and sound. May take
written word also.

It is very effective and suitable for mass publicity and mass

education. Like television and cinema, etc

Computer based communication

Voice mail, text message, e mail, video conference,
answering machine come under this.
Merits:
Minimized the time and
space gap
Video conference can
replace personal meeting

Can be recorded
World wide web

Limitations:
Legal validity
Fear of leakage

Technological hassrasment

communication

Silence?

Main Forms of
Communication in Business

Main Forms of
Communication in Business
Operational

Internal
External

Personal

Intranets (or portals) like this one

from Deere & Company are used
for internal communication.

Main Forms of
Communication in Business
Internal Operational

Within Business
Operating plan
Order, instruction, etc
Various reports

Main Forms of
Communication in Business
External Operational
Outside organization
Supplier, customer, govt..
Brochures, sales callbacks, ..
All public relations.messages

Main Forms of
Communication in Business
Personal

All communication may not be operational

Social element.stranger
Can have significant effect
Attitude and productivity
Too much or Absolute denial ..

Communication Networks

Communication Networks

Formal Network (Arteries)

Well-established, usually along operational lines
Depends on certain established forms
Planned and managed

Communication Networks
Informal Network (veins)
Complex
Dynamic

Grapevine
- Carry more in formations
-Wise manager recognizes

The Formal and Informal Communication

Networks in a Division of a Small Manufacturing
Company
Department
Manager

Supervisor

Supervisor

Black Solid Lines = Formal Network

Brown Dashed Lines = Informal Network (at a moment in time, for they change often)

Factors Affecting the Communication

in a Business

Nature of the business

Business environment
Geographic dispersion
People
Company culture

Business Communication Process

and Context

The Business Communication Process

1. sensing a need

7. receive message

2. define situation

8. interpret

3. possible strategies

9. decide a response

4. select course

10. reply back

5. compose the message

6. send message

Some Basic Truths about

Communication
- Meaning is in the mind, and no two minds are
alike.
- The symbols for communicating are
imperfect, and so are our best
communication efforts.
- Communication is about information and
relationships.

Adaptation

Any question??

Ice Breaking