Lesson 1_ Business Communication.pptx
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BOH4M Unit: Foundations of Management Strand: Business Communication Lesson 1 Agenda VOCABULARY OBJECTIVE LECTURE : ANALYZE EFFECTIVE BUSINESS COMMUNICATION, THE IMPACT OF NEW TECH IN WORKPLACE COMMUNICATION & WRITING PROFESSIONALLY PERCEPTIONS LESSON SUMMARY ASSIGNMENT Topic: Business Comm...
BOH4M Unit: Foundations of Management Strand: Business Communication Lesson 1 Agenda VOCABULARY OBJECTIVE LECTURE : ANALYZE EFFECTIVE BUSINESS COMMUNICATION, THE IMPACT OF NEW TECH IN WORKPLACE COMMUNICATION & WRITING PROFESSIONALLY PERCEPTIONS LESSON SUMMARY ASSIGNMENT Topic: Business Communication ⮚Analyze Effective Business Communication ⮚Understand How Technology is Changing Workplace Communication ⮚Demonstrate Use of Business Documents for Effective Communication Analyze Effective Communication What is Effective Communication? ⮚Communication is the exchange of information by speaking, writing, or using other media. It covers both sending and receiving . ⮚Communication is effective only if the message has been received and understood by the receiver, and the sender knows that it has been understood. Is This Effective Communication? 1. You were talking to your friend who was listening to music with earphones. 2. A stranger spoke to you in French, but you don’t know a word of the language. 3. You were too scared to give a speech in a staff meeting because you are afraid of making mistakes and being criticized. None of them are effective. What is the communication process? Recall: Effectiveness vs. Efficiency – Effective communication • Occurs when the intended meaning of the sender is identical to the interpreted meaning of the receiver. – Efficient communication • Occurs at a minimum resource cost (Usually time). Potential trade-offs between effectiveness and efficiency must be recognized. – Ex) Email – is massive (efficient) but intended message not always understood (ineffective possibly) 6 Group Discussion: Are the following Effective? Are the following Efficient? Voicemail Email Team Meeting Individual Meeting 7 THE INTERACTIVE TWO-WAY PROCESS OF INTERPERSONAL COMMUNICATION Wrong Choice of Channel ➢ Choose the channel that works best. – Written channels work for messages that: • Are simple and easy to convey. • Require extensive dissemination (spreading) quickly. • Convey formal policy or authoritative directives. – Oral channels work best for messages that: • Are complex or difficult to convey • Where immediate feedback is needed. • Attempt to create a supportive, even inspirational, climate. Schermerhorn - Chapter 17 9 Misunderstandings Encoding errors – Blame is on the sender ● E.g., lack of clarity Decoding errors – Blame is on the receiver ● E.g., didn’t read carefully The Point: Managers need to communicate clearly. Schermerhorn - Chapter 17 10 Activity - Who’s to Blame? Think - Pair - Share ● Recall a misunderstanding to which you were part of. What ● Being fair, was this an encoding or decoding error? ● What should have been done differently? Technology is Changing Workplace Communication Technology Changing Workplace Communication Technology Changing Workplace Communication 1. Mobile telecommunications products keep us connected 24-7 2. Videoconferencing platforms enable face-to-face communication with global reach Technology Changing Workplace Communication 3. Cloud-based collaboration lets us co-create documents from a distance 4. Channel-based messaging platforms organize our group conversations Use of Business Documents for Effective Communication 1. Memorandums (Memos) 2. E-mails 3. Letters 4. Presentations Use of Business Documents for Effective Communication Memos To: Students of BOH4M From: Mr. Hendrickse and Mr. Butcher Date: October, 2023 Subject: Memos 1. Memos such as the one I am writing to you now are traditionally used to remind staff of upcoming events or to clarify company policy. They are now also used by staff to make requests of management, order supplies, and respond to queries by other employees. 2. While memos have been largely replaced by e-mail, they are still used in the office occasionally. The memo format is increasingly used for writing reports. Use of Business Documents for Effective Communication E-mails E-mail etiquette : • Be careful to whom you send your message • Clearly indicate confidential information in the body of the e-mail • Avoid humor in the email • Avoid sensitive topic in the email • Only use “urgent” flags when they are truly urgent • Don’t use work email to send personal messages Use of Business Documents for Effective Communication Email: Exercise Sample Answer To: [email protected] Subject: request for a deadline extension (BOH4M (student name) Dear Mrs. Carlson, I sincerely apologize for missing the deadline. I was writing my assignment and realizing that I need more time to do research on the contents. I am sorry for not contacting you earlier for the extension. I miscalculated the time I needed to complete the research. I am truly sorry about it. I request you to grant me an extension to fully complete the assignment. I promise I will do my best and submit quality work. Sincerely, [Student name] BOH4M Lesson Summary ⮚Analyze Effective Business Communication ⮚Understand How Technology is Changing Workplace Communication ⮚Demonstrate Use of Business Documents for Effective Communication (memo and Email) Part 2: How Perception Hurts Communication 22 Perception Perception The process through which people receive and interpret the same information. – People can perceive the same things differently – Perceptions dictate our behaviour – Therefore, it’s a barrier to good communication Schermerhorn - Chapter 17 23 Biases from Perceptions We’ll study 6 fundamental forms of perceptual bias. Take notes on each! p.318 1. Fundamental Attribution Error 2. Self-Serving Bias 3. Stereotyping 4. Halo Effect 5. Selectivity 6. Projection Schermerhorn - Chapter 17 24 Perceptual tendencies and distortions … 1. Fundamental attribution error • Occurs when observers attribute/blame another’s performance failures or problems on internal factors rather than external factors. • E.g., I lost the client because I didn’t do my job well enough. 2. Self-serving bias • Occurs because individuals blame their personal performance failures or problems on external factors and attribute their successes to internal factors. • E.g., I lost the client because the economy declined. Schermerhorn - Chapter 17 25 Perception Can Hurt Communication ➢Perceptual tendencies and distortions … 3. Stereotypes • Occur when someone is identified with a group or category, and then oversimplified attributes associated with the group or category are linked back to the individual. • E.g., “You’re over 40 years old and will therefore be bad with technology” • E.g., “You’re of a certain gender, cultural background, or other group and will therefore be good at certain tasks. Schermerhorn - Chapter 17 26 Perception Can Hurt Communication ➢Perceptual tendencies and distortions … 4. Halo effects • Occur when one attribute is used to develop an overall impression of a person or situation. • E.g., Liam communicated well in his interview and therefore will be great at other aspects of his job. • E.g., Sandra was a great sales person and will therefore be a great manager. Schermerhorn - Chapter 17 27 Perception Can Hurt Communication ➢Perceptual tendencies and distortions … 5. Selectivity • The tendency to single out for attention those aspects of a situation or attributes of a person that reinforce or appear consistent with one’s existing beliefs, values, or needs. • In other words: Only seeing what you want to see based on your beliefs, values, or needs • E.g., a decision has benefits related to accounting but drawbacks related to marketing, but since I am an accountant I only see the accounting side of it. Schermerhorn - Chapter 17 28 Perception Can Hurt Communication 6. Projection • The assignment of personal attributes to other individuals. • E.g., I am nervous for a presentation and therefore assume that you are too. • E.g., I can make spreadsheets easily and therefore I assume that it is easy for all of my employees to make spreadsheets. Schermerhorn - Chapter 17 29 Create a scenario that shows one of the 6 different forms of bias ● Fundamental Attribution Error ● Self-Serving Bias ● Stereotyping ● Halo Effect ● Selectivity ● Projection Class Work