Chapter 1

Understanding Workplace
Communication

© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not
authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
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 What is Communication?
• The act of transferring information/message/news
• Between multiple parties
• Sender utilizes an appropriate channel to deliver
• Receiver receives the message and decodes it
• A feedback/reply from the receiver ensures that
the message has been delivered and understood
• Correct any misunderstanding/confusion if
required

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 What Employers Expect!
• Perspective employers- look for efficient and
effective communicators when employing
• Deloitte: rates it as the most ‘desirable trait’ in a
job candidate
• Being able to express ideas
• Listening well
• Communicating with a diverse group
• Applying business etiquettes and good
manners
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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Importance of Communication
• Informed Decision Making
• Increased Productivity & Steadier Work Flow
• Faster Problem Solving
• Closer Ties to Important Communities in the
Marketplace
• Audience Response
• Promotional Messages & Brand Presence
• Greater Employee Engagement
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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Effective Communication
Needs to be
•Factual
•Practical
•Clear
•Concise
•Persuasive (when and if required)

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Basic Forms of Communication

• Nonverbal:
– Gestures
– Facial Expression
– Personal Appearance
– Body Language
– Sounds
• Verbal:
– Speaking , Writing
– Listening, Reading

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Types of Business Communication

• Internal-Operational: The communication

required to get work done within a business.
(Orders, instructions, reports, company emails)
• External-Operational: Work related
communication with people external to the
business.(Direct selling, advertising. supplier
contact, community service)

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Types of Business Communication

• Personal: Non-business/business related

exchange of information and feelings among
people.( Human beings exchanging feelings
that directly affect their work productivity)

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 External Audiences

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forwarded, distributed, or posted on a website, in whole or part.
 Varying Communication in an Organization

• Nature of the business

• Size and complexity
• Geographic dispersion
• Organizational culture

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Communication Challenges/Barriers

• The need for expanded media literacy

• Increased global nature of the business
• Increased workplace diversity
• Language problems
• Different backgrounds
• Increased focus on ethics and social responsibility
(negative publicity travels fast)
• Information overload

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Communication Challenges/Barriers

• Inattentive listening
• Poor retention
• Distraction/Noise
• Complex hierarchical structure

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Ethical & Unethical Communication
• Ethical
• True in every sense
• Nothing is hidden
• Relevant information
• Unethical Practices
• Plagiarism
• Selective Misquoting
• Falsifying Numbers
• Distorted Visuals

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Communication Networks in an Organization

• Formal- Well-established, stable, main lines of

operational communication in an organization.
– Email or the use of intranet
– Downward orders, instructions, feedback
– Upward reports
– Directed messages such as sales pitch, advertising

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 Communication Networks in an Organization

• Informal- Consisting mainly of personal communications

which may or may not support the formal communication
– Grapevine: information converges a long way by passing from
one person to another leaving no indication from which point it
started
– Often termed as rumor or gossip
– May or may not be true
– However still a very prevalent way of
communication/information spread

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 What is the Context?

• Organizational- How your company’s system

operates. (Heavily dependent on IMs uses an
open, conversational way. More rigid, formal,
instructions are passed down from top
managers, and employees are expected to
follow the “chain of command”.)
• Professional- Which profession do you belong
to and to who are you communicating to.

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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.
 What is the Context?

• Personal- Family, upbringing, culture,

heritage, experience, schooling etc.

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forwarded, distributed, or posted on a website, in whole or part.
 Process of Communication

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 A Model of Business Communication
1. Sender senses a communication need
2. Encodes the Idea
3. Selects a channel and produces the message
4. Transmits the message
5. Receiver receives the message
6. Interprets the message
7. Reacts and decides on a response
8. Responds to the message
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© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated,
forwarded, distributed, or posted on a website, in whole or part.