CHAPTER 1

Communication in the
Workplace

Basic Business Communication Lesikar

Skills for Empowering the Internet Generation
N I N T H E D I T I O N
Flatley
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2
Overview
1
Communication in the Workplace
The importance of communication
Three forms of communication in business
Formal and informal networks
The process of communication
Basic truths about communication

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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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
The Art of Leadership

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Evidence of Communication
Weakness in Business
“I’m 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
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Main Forms of
Communication in Business
 Operational
 Internal
 External

 Personal

Intranets like this one from

Deere & Company are used
for internal communication.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Communication Networks
 Formal Network
 well-established, usually
along operational lines
 planned

 Informal Network
 complex
 dynamic

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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The Formal and Informal Communication Networks

in a Division of a Small Manufacturing Company
Department
Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Coral Dashed Lines = Informal Network (at a moment in time, for they change often)
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Factors Affecting Volume of

Communication in Business
 Nature of the business

 Operating plan

 People

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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A Model of the Communication Process

1. A message sent by Marci arrives
in Kevin’s “sensory world.”
2. Kevin’s senses pick up the
message, but may also pick up
competing information.
3. Marci’s message is filtered
through Kevin’s unique mind and
is given meaning.
4. The meaning given may trigger a
response, which Kevin’s unique
mind forms.
5. Kevin sends the message to
Marci. It enters her sensory
world, and a second cycle begins.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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A Model of the Communication Process

(continued)
1. A message sent by Kevin arrives
in Marci’s “sensory world.”
2. Marci’s senses pick up the
message, but may also pick up
competing information.
3. Kevin’s message is filtered
through Marci’s unique mind and
is given meaning.
4. The meaning given may trigger a
response, which Marci’s unique
mind forms.
5. Marci sends the message to
Kevin. It enters his sensory
world, and another cycle begins.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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How Oral and Written

Communication Differ
Written communication
 is more likely to involve creative effort,

 has longer cycles,

 and usually has fewer cycles.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Some Basic Truths about

Communication
 Meanings sent are not always received.

 Meaning is in the mind.

 The symbols of communication are imperfect.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Adaptation

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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“Writing is thinking on paper. Anyone who

thinks clearly should be able to write clearly
about any subject at all.”
--William Zinsser, Author
On Writing Well

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.