1. BUSINESS COMMUNICATION

4. What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language

6. The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Barrier Medium Feedback/Response

7. The Communication Process Basic Model 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 6. Possible additional feedback to receiver 5. Feedback travels to sender

9. Forms of Communication Flowing Through Formal Channels Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing Oral Telephone Face-to-face conversation Company meetings Team meetings

10. Communication Flowing Through Formal Channels Downward Management directives Job plans, policies Company goals Mission statements Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline

19. EFFECTIVE COMMUNICATION SKILLS

22. NON-VERBAL COMMUNICATION

34. VERBAL COMMUNICATION

43. BARRIERS TO COMMUNICATION

52. LISTENING

74. INTERVIEW