Module 1.
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Communication in the
Workplace
Business Communication Hamid Nawaz
Skills for Empowering the Internet Generation
NUST Business School
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Overview
1.1
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
Communication Barriers and Solution
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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
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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
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Verbal and Nonverbal
Communication
Verbal Communication
Face-to-Face/Phone Conversations/Meetings
E-mail/Voice-Mail Messages
Letters, Memos, and Reports
Nonverbal Communication
Pictures/Company Logos
Gestures/Body Language
Who Sits Where/How Long a Visitor is Kept
Waiting
Slide 1-1
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Non Verbal Communication
Appearance Touch
Posture Smell
Gestures Color
Facial Numbers
Expressions Surroundings
Body Language
Time
Space
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Myths About Workplace Writing
“Secretaries will do all
my writing.”
“I’ll use form letters or
templates when I need
to write.”
“I’m being hired as an
accountant, not a
writer.”
“I’ll just pick up the
phone.”
Slide 1-2
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Internal and External Audiences
Internal audiences External audiences
include include
Subordinates. Customers/Suppliers.
Superiors. Unions.
Peers. Stockholders.
Potential Employees.
Government Agencies.
The Press/General
Public.
Slide 1-3
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Basic Purposes
All workplace communication has three
basic purposes:
To inform.
To request or to persuade.
To build goodwill.
Slide 1-5
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Communication Challenges in
Today’s Workplace
Advances
Globalization
in Technology
Workforce Team-Based
Diversity Organizations
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Usage of Business Communication Channels
Writing
9%
Receiving
Sending
Speaking Listening
30% 45%
Reading
16%
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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.
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Communication Networks
Formal Network
well-established, usually
along operational lines
planned
Informal Network
complex
dynamic
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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)
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Factors Affecting Volume of
Communication in Business
Nature of the business
Operating plan
People
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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.
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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.
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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.
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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.
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Communication Barriers
Perception and language
Restrictive environments
Distractions
Deceptive tactics
Information overload
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Overcoming Barriers
Audience-Centered Open
Approach Communication
Ethical Efficient
Communication Messages
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Audience-Centered
Approach
Biases
Education
Age
Status
Style
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Communication Climate
Overall Structure Corporate Culture Level of Feedback
Flat More Open High
Tall Less Open Low
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Ethical Recognize
Communication Ethical Choices
Make
Ethical Choices
Motivate
Ethical Choices
Business Principles
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Efficient Messages Send Fewer
Messages
Minimize
Distractions
Develop
Communication
Concise Business Communication
Skills
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Adaptation
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Assessment technique
Allocate time and effort to Study Book, Selected Readings,
Text and assessment preparation
Ask questions (about your study)
Before responding to assessment requirements:
1. Read the question and think about it
2. Identify keywords (i.e. ‘what is this about?’)
3. Identify and understand action verbs (i.e. ‘what am I expected to
do?’)
4. Plan response around 1., 2. and 3.
5. Respond to the assessment task.
Do not ‘study’ past Assignments – study the course materials!
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Online Assignment Submission
Log on at http://www.turnitin.com/login_page.asp
Click on Create a User Profile
Click on Student
Enter Class/Section ID : Enter Password :
Fill in the other required details and create your account
First Assignment Instructions have been uploaded.
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Success!
S= f (T*E+A)
Success is a function of Time, Effort and Ability
Ability is relatively constant over the short-term for
each individual (constant)
Only time and effort are discretionary (variables)
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Time management
24 X 7= 168 hrs/week
How do you spend this time?
Make an allotment for:
Work
Eating
Leisure/interests
Daily routine
Rest/sleep
Relaxation (!?)
Household duties
Relationships
On-campus commitments
Travel
Study
Everything else ___________
Total _____168_
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Time plan
Allocate the tasks/responsibilities (168 hours) to the
seven days of the week
Stick to the plan!
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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
