Chapter 1 PP

Chapter 1
Understanding Business
Copyright © 2015 Cengage Learning
Communication
Communication
Components
Communicati
of
on
Communicati
Barriers
on
Copyright © 2015 Cengage Learning. All Rights Reserved.
Legal and
Communicati
Ethical
on Media
Communicati
Choices
on
2
Communication
Components
Communicati
of
on
Communicati
Barriers
on
Legal and
Communicati
Ethical
on Media
Communicati
Choices
on
3
Ethics
Components
|
Barriers
|
Media
Communication Model
4
|
Directions of Formal
Communication
Downward Communication
Flow of information from managers
to their employees (people who
report to them)
Lateral (or Horizontal) Communication

Flow of information among peers
within an organization
Upward Communication
Flow of information from lower-
level employees to upper-level
employees or managers
Components | Barriers | Media | 5

Ethics
The Informal Communication
Network

Ethics
The Grapevine
“I’ve discovered that the less I say,

the more rumors I start.”
- Bobby Clarke, Philadelphia Flyers hockey player
WAVEBREAKMEDIA LTD/ISTOCKPHOTO.COM
● Why do you think this may be
true?
● As a manager, you can never

stop the grapevine, but how
can you manage it and learn
from it?
Ethics
Communication
Components
Communicati
of
on
Communicati
Barriers
on
Legal and
Communicati
Ethical
on Media
Communicati
Choices
on
8
Verbal Communication Barriers
Inadequate
Differences in Language
Knowledge or
Interpretation Differences
Vocabulary
Inappropriate
Overabstraction
Use of Polarization
and Ambiguity
Expressions
Components | Barriers | Media |

Ethics
More Mistranslated Signs
“No Smoking the Bed”

“For Restrooms, Go Back Toward Your
Behind”
“Execution in Progress”
“No Walking While Sightseeing”

Ethics
Do You Know These Terms?
Term Definition
• Search Engine Optimization: improving

SEO the visibility of websites in search
engines
• Joint Photographic Experts Group: a

JPEG compression technique for color images
• Sending tweets that others wrote on

Retweet Twitter
• Voice over Internet Protocol: used for

VoIP making Internet phone calls
Patch • A quick fix for a programming defect

Ethics
Nonverbal Communication Barriers
Inappropriate
Differences
or Conflicting
in Perception
Signals
Inappropriate
Distractions
Emotions

Ethics
Aggresshop Retail Store
● What verbal and

nonverbal
communication
barriers do you
identify in this scene?
● Do you find the sales

Courtesy of Amy Newman
associate too
Click image to play the video
aggressive or simply
a good salesperson?

Ethics
Aggresshop Retail Store

Ethics
Communication
Components
Communicati
of
on
Communicati
Barriers
on
Legal and
Communicati
Ethical
on Media
Communicati
Choices
on
15
Traditional Communication
Channels
Written Communication Examples
● Colorful brochures
● Financial statements
● Solicitation letters
© ISTOCKPHOTO.COM/SPIFF Y J5
● Complex reports
● Periodicals (magazines, journals,
newspapers)
Oral Communication Examples

● One-on-one meetings
ROBERT DALY/JUPITER IMAGES
● Team meetings
● Conferences

Ethics
Technology-Based
Communication Channels
DAVID J. GREEN - LIFESTYLE THEMES/ALAMY

BRIANAJACKSON/ISTOCKPHOTO.COM
PIUS LEE/SHUTTERSTOCK.COM LIMITED
Email, Phone, Instant and Social Media

Voice Mail Text
Messaging

Ethics
Ethics
Components
|
Barriers
|
Social Media Examples
Media
|
View the full story
on the blog.
More Teens and Young Adults Use Tumblr than Facebook
Is Facebook becoming passé? Among 13-to-18-year-olds and

19-to-25-year-olds, Tumblr is the social media winner,
according to one recent study. Although Facebook is still
popular among these age groups, 55 % of teens and 52% of
the young adults are on the site, compared to 61% and 57% on
Tumblr.
One digital marketing consulting explains the difference this

way:
"Facebook is where teens and young adults connect with family
and some friends. Tumblr is where they connect with like-
minded people about the topics they care about."

Ethics
Communication Media Choices
Teleconferencing Brochure
Face-to-Face Meeting Phone Call Blog Newsletter IM
Microblog Flier
Videoconferencing Voice Message
RICH LEAN
Online Meeting Video Report Email

Vlog Text Message
In-Person Oral Presentation

Ethics
Choosing Communication Media
Relationship Logistical
Considerations Considerations
• New or existing relationship? • Length and complexity of the
• Good news or bad? message?
• Feedback needed? • Number and location of
recipients?
• Audience level and
preference? • Urgency of the message?
• Likely audience reaction? • Probability of audience

understanding?
• Confidential message?
• Access to technology?
• Documentation needed?
How do these factors affect the medium
you choose for your message?

Ethics
Communication
Components
Communicati
of
on
Communicati
Barriers
on
Legal and
Communicati
Ethical
on Media
Communicati
Choices
on
22
Avoid Legal Consequences
If you delete an
email, isn’t it gone
forever?
© STOCKLITE/SHUTTERSTOCK
● Avoid writing or saying anything that you would

not like to become public.
● Read your company’s social media policy carefully.

Ethics
The Triple Bottom Line
● How do companies
benefit from using
a triple bottom
line?
● In what ways does

a triple bottom
line support
Click here to link to the video.
business ethics?

Ethics
Types of Ethics
Professional Social Individual

Ethics Ethics Ethics
Defined by an Defined by Defined by a

organization society person

Ethics
Lawyers’ Email Exchange
Did the lawyers behave

professionally and ethically?
Who should have ended the

ALBERTO ZORNETTA/SHUTTERSTOCK.COM conversation? When?
Connect to
the email e
xchange vi
a the blog.

Ethics
Ethical Decision Making
1. Is the action legal?
2. Does the action comply with your company’s policies

and guidelines?
3. Who will be affected by your decision and how?

4. Does the action comply with company values?
5. How will you feel after the decision is known?

Ethics
View the full story
on the blog.
Emails Reveal Legal Bill Padding
Lawyers should know better than to send joke emails they want
to keep private. Emails among attorneys at DLA Piper, the
world's biggest law firm, have become public in a
lawsuit about overbilling.
The suit is a counterclaim by an energy executive who has

$675,000 in unpaid bills with DLA Piper. In the suit, Adam H.
Victor accuses DLA Piper of inflating billable time by performing
unnecessary tasks and taking too long to complete them with

too many staff.
The emails seem to confirm his claims. In one example,

captured by The New York Times, an attorney says that
"random people" were working on the case "for whatever
reason" to "churn that bill, baby!"

Ethics
Additional Video Suggestions
29
Stanford Multitasking Study
Link to the video

via the blog
.
● How good are you
at multitasking?
● Do the results of
this study cause
you to re-

evaluate your
©JGI/BLEND IMAGES/GETTY IMAGES
abilities?
Flair in Office Space
● What verbal and

nonverbal communication
barriers can you identify
in this scene?
● How could the manager
communicate for better

results?
© 20TH CENTURY FOX FILM CORP. ALL RIGHTS
RESERVED. COURTESY: EVERETT COLLECTION.
● How could the employee
communicate differently?
Link to the video
via the blog
.
Communication Media in Up in the Air
● What are the

In the movie Up in advantages and
the Air Natalie disadvantages of
Keener and Ryan Natalie’s idea?
Bingham debate ● If a company must
using lay people off, what

videoconferencing do you think is the
to communicate best approach?
layoffs.

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Chapter 1

Lateral (or Horizontal) Communication

Components | Barriers | Media | 5

Components | Barriers | Media | 6

“I’ve discovered that the less I say,

● As a manager, you can never

Components | Barriers | Media |

“No Smoking the Bed”

“No Walking While Sightseeing”

Components | Barriers | Media |

• Search Engine Optimization: improving

• Joint Photographic Experts Group: a

• Sending tweets that others wrote on

• Voice over Internet Protocol: used for

Patch • A quick fix for a programming defect

Components | Barriers | Media | 11

Components | Barriers | Media |

● What verbal and

Copyright © 2015 Cengage Learning. All Rights Reserved.

Components | Barriers | Media |

Copyright © 2015 Cengage Learning. All Rights Reserved.

Oral Communication Examples

Components | Barriers | Media | 16

DAVID J. GREEN - LIFESTYLE THEMES/ALAMY

Email, Phone, Instant and Social Media

Components | Barriers | Media | 17

More Teens and Young Adults Use Tumblr than Facebook

Is Facebook becoming passé? Among 13-to-18-year-olds and

One digital marketing consulting explains the difference this

Components | Barriers | Media |

Online Meeting Video Report Email

Components | Barriers | Media | 20

• Likely audience reaction? • Probability of audience

Components | Barriers | Media |

● Avoid writing or saying anything that you would

Components | Barriers | Media | 23

Copyright © 2015 Cengage Learning. All Rights Reserved.

Components | Barriers | Media |

Professional Social Individual

Defined by an Defined by Defined by a

Components | Barriers | Media | 25

Did the lawyers behave

Who should have ended the

ALBERTO ZORNETTA/SHUTTERSTOCK.COM conversation? When?

Components | Barriers | Media |

1. Is the action legal?

2. Does the action comply with your company’s policies

3. Who will be affected by your decision and how?

4. Does the action comply with company values?

5. How will you feel after the decision is known?

Components | Barriers | Media |

Emails Reveal Legal Bill Padding

The suit is a counterclaim by an energy executive who has

unnecessary tasks and taking too long to complete them with

The emails seem to confirm his claims. In one example,

Components | Barriers | Media |

Additional Video Suggestions

Link to the video

Copyright © 2015 Cengage Learning. All Rights Reserved.