Chapter 1

Chapter 1

Chapter 1 The Communication Process: An Introduction Communicating for Results, 10th edition The Communication Process Communication skills are important to success in business and professional settings Despite evidence communication skills are necessary for success in the workplace, individuals continue to have problems in this area

Fortunately, communication is a skill that can be learned Communicating for Results, 10th edition Communication Defined Latin root of communicate is communicare To impart, share, make common

Communication is the process of people sharing thoughts, ideas, and feelings with each other in commonly understandable ways Communicating for Results, 10th edition Models of Communication Key to success is being able to identify cause for misunderstandings and figure out how to keep them from occurring again This is where communication models prove helpful

Allow us to pinpoint where in communication process misunderstandings occur so that we can correct them Models have evolved from early one-way models to more accurate transactional models Communicating for Results, 10th edition One-Way Model Communication viewed as linear process going from Person A to Person B

Shows communication occurs in presence of internal and external noise and message is carried by code traveling through a channel No response or feedback Communicating for Results, 10th edition The Process of Communication A Linear View

Communication is done to a receiver Figure 1.1 Circular Model Communication is viewed as circular or interactive process Sender communicates message to receiver who interprets it and sends reply back to sender

Includes feedback Implies communication occurs in step-by-step process Rarely happens Addition of frame of reference Communicating for Results, 10th edition Transaction Model Communication viewed as simultaneous,

transactional process between senders and receivers Simultaneous Persons involved may be sending and receiving at same time Transactional Both persons responsible for creating meaning and both influence and are influenced by the other Addition of environment and stimulus/motivation

Communicating for Results, 10th edition The Process of Communication A Transactional View Communication as a uniquely human process Figure 1.2 Frame of Reference

Communication breakdowns occur because we use our own background and experience to encode and decode An invisible window Unless backgrounds and experiences of both sender and receiver are identical, messages may not be accurately encoded or decoded Only when our frames of reference overlap can we expect real understanding

Communicating for Results, 10th edition No Identical Frame of Reference Managers and employees have different frames of reference Frame of reference differences play role in international business confusion Individualistic/collectivistic cultures Low context/high context cultures Communicating for Results, 10th edition No Identical Frame of Reference Communicator needs to remember that message that counts is the one received

As sender you need to be concerned with what your receiver thought you said Burden of communication lies with sender It is a good idea to check reception of your message by asking receivers to paraphrase what they think you meant Communicating for Results, 10th edition Communication Code Language (verbal) spoken or written words

Paralanguage (vocal) tone, pitch, volume Nonverbal (visual) eye contact, facial expressions, posture Vocal and Visual Code 69% Verbal Code 31% Copyright Cengage 2011 13

14 Four Ethical Rules The utilitarian rule greatest good for the greatest number of people The moral rights (Kant) rule protecting fundamental inalienable rights The justice rule equal treatment The practical rule the typical person will find them acceptable Copyright Cengage 2011 Communication and Ethics As an employee, watch for following

ethics traps: Trap of necessity Trap of relative filth Trap of rationalization Trap of self-deception Trap of end justifying the means Communicating for Results, 10th edition Communication and Ethics Practical reasons for being ethical: If people lose faith in you, or in your company, failure is inevitable Not only do people enjoy dealing with honest people, they also prefer working for ethical

companies Unethical behavior weighs heavily on your conscious Communicating for Results, 10th edition 17 Texas Instruments Ethics Quiz Is the action legal? Does it comply with our values? If you do it, will you feel bad? How will it look in the newspaper? If you know its wrong dont do it. If youre not sure, ask. Keep asking until you get an answer

Copyright Cengage 2011

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