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chapter

one

2015 McGraw-Hill Education.

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one

communicating
in the workplace
chapter

Communicatingin
the Workplace

2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Learning
Objectives
Explain and/or describe the following:
importance of business
communication
current challenges
three main categories
formal vs. informal networks
business communication contexts
communication as problem-solving

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Importance

Communication was
rated the most valuable
soft skill in business.
National Association of Colleges and
Employers Job Outlook Survey, 2011

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Need

Employers list
communication and
efficiency as the top
skills to be improved
in the workplace.
-NFI Research

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Challenges

Media literacy
Increased globalism
Analytical skills
Ethics
Social responsibility

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Diversity

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Categories
Operational
- Internal
- External

Personal

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Networks
Formal network
- Well-established along operational
lines
- Depends on certain established forms
or genres in the company
- Planned and managed

Informal network
- Complex
- Dynamic

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Formal vs. Informal


Networks

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Communication
Factors
Nature of the
business
Size and
complexity
Industry
environment
stable or volatile?
Geographic
dispersion
Organizational
culture

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Problem Solving
Most business
communication
problems are illdefined and need:

Research
Analysis
Creativity
Judgment

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Model

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Communication
Contexts

The larger context


business-economic
sociocultural
historical
The communicators
relationship
The communicators
contexts
organizational
professional
personal

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Communication
Process
The receiver . . .
The sender . . .
senses a need to
communicate
defines the situation
considers possible
solutions
selects the best one
composes the message
(medium, content,
structure, style, form)
sends the message

receives the message


interprets in
decides on a response
considers
replies (becoming a
new sender)

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Bottom Line
The goal of business
communication is to
create a shared
understanding of
business situations
that will enable
people to work
successfully
together.

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