CH 1 Student's

Chapter 1
Understanding Business
Copyright © 2015 Cengage Learning
Communication
2
WHAT IS
COMMUNICATION?
The process of sending and receiving

messages—sometimes through spoken or
written words, and sometimes nonverbally
through facial expressions, gestures, and voice
qualities.
3
Understanding Business Communication
Components of Communication
Communication Barriers
Communication Legal and Ethical

Media Choices Communication
4

5
Communication Model
Components | Barriers | Media | Ethics 6

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

The Informal Communication Network

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?

10
Verbal Communication Barriers
Inadequate
Differences in Language
Knowledge or
Interpretation Differences
Vocabulary
Inappropriate Use Overabstraction and

Polarization
of Expressions Ambiguity
Components | Barriers | Media | Ethics

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

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

JPEG compression technique for color images
Retweet • Sending tweets that others wrote on Twitter
• Voice over Internet Protocol: used for making

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

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


14
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

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

Social Media Examples

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

Vlog Text Message
In-Person Oral Presentation

Choosing Communication Media
Relationship Considerations Logistical 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?

20
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.

Types of Ethics
Professional Social
Individual Ethics
Ethics Ethics
Defined by an Defined by Defined by a

organization society person

Lawyers’ Email Exchange
Did the lawyers behave professionally

and ethically?
Who should have ended the

ALBERTO ZORNETTA/SHUTTERSTOCK.COM conversation? When?
Connect to th
e email excha
nge via the blo
g.

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?

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Chapter 1

The process of sending and receiving

Communication Legal and Ethical

Media Choices Communication

Communication Legal and Ethical

Media Choices Communication

Components | Barriers | Media | Ethics 6

Lateral (or Horizontal) Communication

employees to upper-level employees or

Components | Barriers | Media | Ethics 7

Components | Barriers | Media | Ethics 8

“I’ve discovered that the less I say,

stop the grapevine, but how can

Communication Legal and Ethical

Media Choices Communication

Inappropriate Use Overabstraction and

Components | Barriers | Media | Ethics

• Search Engine Optimization: improving the

• Joint Photographic Experts Group: a

Retweet • Sending tweets that others wrote on Twitter

• Voice over Internet Protocol: used for making

Patch • A quick fix for a programming defect

Components | Barriers | Media | Ethics 12

Components | Barriers | Media | Ethics

Communication Legal and Ethical

Media Choices Communication

Written Communication Examples

Oral Communication Examples

ROBERT DALY/JUPITER IMAGES

Components | Barriers | Media | Ethics 15

DAVID J. GREEN - LIFESTYLE THEMES/ALAMY

Email, Phone, Instant and Social Media

Components | Barriers | Media | Ethics 16

Components | Barriers | Media | Ethics

Online Meeting Video Report Email

Components | Barriers | Media | Ethics 18

Relationship Considerations Logistical Considerations

How do these factors affect the medium

Communication Legal and Ethical

Media Choices Communication

If you delete an email,

● Avoid writing or saying anything that you would not like to

● Read your company’s social media policy carefully.

Components | Barriers | Media | Ethics 21

Defined by an Defined by Defined by a

Components | Barriers | Media | Ethics 22

Did the lawyers behave professionally

Who should have ended the

Components | Barriers | Media | Ethics

1. Is the action legal?

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

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 | Ethics

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