Top Performance through Empowerment, Teamwork and Communication

Hello everyone! Welcome to my cafe. In this cafe I will be going over pages 272-281 of Chapter 9. I will be talking about basic communication and why it is important in business. I will also cover forms of communication and the communication process. I will be using bullets to simplify important information and I will be using bold to show important terms. All information in this cafe is crucial and essential. I will try and make it as simple and enjoyable as possible. Happy learning and enjoy!

The Importance of Basic Communication

In order to be effective in this world, communication is a must! Without communication we are doomed and nothing would ever get done.

  • Why is communication important?
  • What is communication?

We need each other to make new ideas, in order to have functioning businesses, to make dreams come true, to build things and the list goes on.

Communication- Meaningful exchange of information through messages

Some examples of  effective communication are....

  • Listening
  • Conversing
  • Giving feedback

The Process of Communication

In order to have effective communication, there are steps that should be taken. This involves six key elements.

  • Sender
  • Channel
  • Message
  • Audience
  • Feedback
  • Context

Sender- Forms the message

Channel- The communication carrier, where the message travels through

Audience- People who get the message

Feedback- Comes from the audience and they express their thoughts

Context- Is the influence of the information received and if it was effective

Message- The information that is being sent

  • What does encoding a message mean?

-The sender translates its meaning into understandable terms.

Communication mostly relies on verbal and written messages.

Noise- Is a type of interference that influences the transmission of messages and feedback

-Noise can happen in any step of the communication process

-In order to communicate successfully, the individual relaying the message has to be paying close attention to each step

Basic Forms of Communication

Oral Communication

  • Communication that is communicated through speech
  • Face to face communication
  • Considered the most accurate kind of communication

What are the three most important points of oral communication?

  • Being able to combine words
  • Facial cues
  • Tone of voice

What are some examples of oral communication?

  • Face to face conversations
  • Voice mails
  • Speeches
  • Meetings
  • Telephone conversations
  • Radio broadcasts
  • Video messaging

What is the most essential component to oral communication?

Listening- receiving a message and interpreting it's intended meaning by grasping the facts and feelings it conveys

Listening is not easy by any means, it is actually extremely difficult because it involves a whole lot of focusing.

There are four listening behaviors

1. Cynical or defense listening- when the receiver of the message feels the sender is trying to receive personal gain

2. Offensive listening- the receiver tries to catch the speaker in a mistake or contradiction

3. Polite listening- mechanical type of listening, receiver listens to be polite rather than to participate in the conversation

4. Active listening- involvement with information


Written Communication

  • Communicating through writing
  • Most common form of communication for a business setting
  • Interaction with the written word

What are some examples of written communication?

  • emails
  • formal reports
  • letters
  • internet messages
  • proposals
  • telegrams

Formal Communication

  • A communication that follows a chain of command
  • follows an organization
  • or other members

What are some examples of formal communication?

  • press conference
  • oral presentations
  • meetings
  • news releases

Informal Communication

  • transmitted outside formal channels
  • without regarding hierarchy or authority

What are some examples of informal communication?

  • grapevine
  • hearsay

grapevine-internal information channel that transmits information from unofficial sources

Nonverbal Communication

  • through actions
  • no words
  • through behaviors

Some examples of nonverbal communication are...

  • body language
  • posture
  • facial expressions
  • gestures



External Communication and Crisis Management

External Communication- meaningful exchange of information through messages transmitted between an organization and its major audiences

Examples of major audiences

  • customers
  • suppliers
  • firms
  • general public
  • government officials

Steps that should be followed in Crisis Management

  • respond quickly
  • prepare something in writing and make sure it is followed
  • hold a press conference, address their questions and concerns
  • when answering questions, makes sure only facts are talked about
  • reply with "No comment," and never with "I don't know."
  • issues and concerns should be talked about
  • feedback should be warranted
  • solutions should always be shared and discussed
  • every conference should be to the point and effective

Classmate review questions-

1. Why is communication essential? What forms of communication do we have?

2. What are the four listening behaviors? Describe each one.

3. There are six elements in the process of communication, what are they? Which one do you prefer and why?

Message from Instructor: I really hope you enjoyed my lesson and most importantly I hope you observed all of the material in an easy manner! Thank you and enjoy the rest of the week!

-Sheena


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