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Understanding Workplace Communication

This document discusses key concepts about workplace communication, including defining communication, its importance to business, current challenges, categories of business communication, communication networks, contexts for communication, and the communication process. Communication is the exchange of information between parties and is critical for business coordination. There are challenges from social media and globalization that require social intelligence and cross-cultural competency. Communication can be internal, external, or personal and occur through formal or informal networks. The context and process of communication must be considered to ensure effective transmission of messages.

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Susmita Paul
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298 views30 pages

Understanding Workplace Communication

This document discusses key concepts about workplace communication, including defining communication, its importance to business, current challenges, categories of business communication, communication networks, contexts for communication, and the communication process. Communication is the exchange of information between parties and is critical for business coordination. There are challenges from social media and globalization that require social intelligence and cross-cultural competency. Communication can be internal, external, or personal and occur through formal or informal networks. The context and process of communication must be considered to ensure effective transmission of messages.

Uploaded by

Susmita Paul
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Session 1

Understanding Workplace
Communication
Learning Outcomes
 What is communication?
 Importance of business communication
 Current Challenges
 Categories of business communication
 Communication networks
 The contexts for communication
 The process of communication
What Is Communication?
 The act of exchanging of information by speaking, writing, or
using some other medium

 Means of sending or receiving information, such as telephone


lines or computers

 Two parties are involved- sender and receiver


Communication Is Important to Business
 Business Needs Good Communication
 Most People DO NOT Communicate Well
 Improved Communication=Better Chances for Success
Why Business Depends upon
Communication
 Business must coordinate the
activities of groups of people
 Individual business units send
and receive information about all
aspects of business
Videos on Communication
 https://www.youtube.com/watch?v=YQ3qgIMURgI
 https://www.youtube.com/watch?v=ixSUBl1WNxk
 https://www.youtube.com/watch?v=3FfaPhCKZew
 https://www.youtube.com/watch?v
=87HsUukEj4Y&index=4&list=PL058A82A702A180CF
Group Discussion
 Group Discussion on the importance of communication
 Form small groups and identify at least five advantages of
effective communication in the context of a business
organization
Current Challenges
 The IMPACTS of Social Media
Current Challenges (Cont.)
 New media are also increasing the needs for employees who
have social intelligence
 Social Intelligence refers to the ability to quickly assess the
emotions of those around them and adapt their words, tone,
and gestures accordingly
 Globalization has given birth to globally integrated
organizations and global social networks
 Individuals need to achieve cross-cultural competency
Using Social Intelligence on Social Media:
Good Example
 Good Example:
Using Social Intelligence on Social Media:
Bad Example
 British Airways has been under fire quite a bit for its bad
customer service, and social media only promotes its
problem
 A customer named Hassan Syed recently paid to promote a
Tweet complaining about British Airways’ customer service
after the company lost his father’s suitcase
Here is what Hassan Syed posted on Twitter!
What happens next?
 The tweet was seen by 76,000 users
 It negatively impacted on the reputation of the organization
 To make things worse, British Airways failed to respond to
the promoted tweet for eight hours
What happens next? (cont.)
 Finally, BA replied to the message!
Group Discussion
 Did you ever experience lack of social intelligence while
communicating on social media?

 Discuss with your neighbor and share the experience with


others
Categories of Business
Communication
Three Categories of Business
Communication
1. Internal Operational
Communication Within a Business
Giving Orders
Assembling Reports
Writing Emails
Three Categories of Business
Communication
2. External Operational
Communication Outside Business
Personal Selling
Telephoning
Advertising
Writing Messages
 Displays a Company’s Etiquette
External Audiences for
Businesses

Core
Business Customers
Partners Organizatio
n

Public Industry
Groups Partners
Three Categories of Business
Communication
3. Personal Communication
Non-Business-Related Information/Feelings
Affects Employee Attitude
Attitude Affects Employee Performance
Group Discussion
 Group discussion on the types of communication
 What type of communication is most important in the
context of a business organization? Give at least 3 reasons to
justify your answer.
Communication Networks

Formal Network
 Rules of communication and status hierarchy of the employees
 communication flow through an organogram
 The flow of information includes upward, horizontal and
downward movement

 Movement of information by reports, e-mail, records within


organization
Organogram
 http://saves.org.pk/site/images/stories/organogram.jpg
Communication Networks
(Cont.)
Informal Network
 Highly Complex & Continually Changing
 Primarily Consists of Personal Communication
 Has No Set Pattern
 Links All members in Organization
Communication Context
 Organizational Context
-Organizational culture

- Your communication is largely shaped by the organization for whom you


speak
 Professional Context
-Different people possess different kinds of expertise, speak differently and
have different perspectives
 Personal Context
 Depends on the genes you inherited, your family and upbringing, your
schooling, your life experiences and culture
 Your current circumstances
The Process of Communication
 Sensing a communication need
- Why am I communicating ?
 Defining the situation
- Clear sense of the situation
 Consider possible communication strategies
- Analyze the contexts and relationship with the audience
 Selecting a course of action
- Consider the cost and benefit of each option and choose the most
optimum one
The Process of Communication
(Cont.)
 Composing the message
- Craft your presentation message or plan your conversation or
presentation
 Sending the message
 It’s the time to send your message and you are done!
The Process of Communication
(Cont.)
 Receiving the message
- Your chosen channel has delivered the message to the intended
recipient
 Interpreting the message
- Recipient involves interpreting the message once has has received
it
 Deciding on a response
- If the message has been carefully adapted by to the recipients, it
has a good chance of achieving the desired goals
 Replying to the message
In class assignment
 Think about a recent transaction you had with a business
person or with a staff person at an organization or at NSU.
Describe the process of your communication.
 if possible, describe the communication context as well
 Form groups and discuss
 Once you have done, send your team representative to
present
Summary
 Importance of Communication to You and to Business
 Current Challenges
 Three main Forms of Communication
 Formal and Informal Networks
 Process of Communication

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