Lecture Business communication design - Chapter 2: How business communicates. The main contents of this chapter include all of the following: 21st-Century business directions, formal communication networks, informal communication networks, communicating externally.
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Nội dung Text: Lecture Business communication design - Chapter 2: How business communicates
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©2007 by the McGrawHill Companies, Inc. All rights reserved.
- 2
How
Business
Communicates
©2007 by the McGrawHill Companies, Inc. All rights reserved.
McGrawHill/Irwin
- 21st-Century Business Directions
The explosion of
information available
to businesses has
created a maze of
data for professionals
to manage.
© Chad Baker/Getty Images
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- 21st-Century Business Directions
• Globalization
• The Maze of Information Management
Management information systems (MIS)
◦ computer network systems that enable users to
access company information
Management decision support system (MDSS)
◦ helps users make decisions through coordinated
corporate databases that contain important
company and industry facts
Information overload
◦ when too much information is received at once
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- 21st-Century Business Directions
• The Way of Technology
Intranets
◦ Internal company computer networks that enable
employees to communicate and share information
World Wide Web (WWW)
◦ service provided on the Internet to allow large and
small companies to conduct business domestically
and internationally
Wireless hand-held devices
◦ small instruments that offer software features
including spreadsheets, databases, web browsing,
and e-mail
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- 21st-Century Business Directions
• Change and More Change
• What Is Business Communication?
Business communication
◦ process of creating structure, relationships, and
meaning through the design and exchange of
business messages
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- 21st-Century Business Directions
FIGURE 2.1 Typical Organizational Structure
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- 21st-Century Business Directions
FIGURE 2.2 Tall Organizational Structure
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- 21st-Century Business Directions
FIGURE 2.3 Flat Organizational Structure
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- 21st-Century Business Directions
• Types of Business Messages
Structural messages
◦ relate to company operating policies or procedures
Relational messages
◦ interpersonal, in that they build rapport between
employees and customers
Change messages
◦ help the organization adapt and respond to the
environment
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- Communicating Internally
Internal communication
◦ exchange of messages between employees inside the
organization
• How Do Business Messages Flow?
Message flow
◦ how communication travels through channels in the
organization
Structural channel
◦ role, position, or job occupied by an individual in an
organization
• What Is a Communication Network?
Communication networks
◦ pathways through which messages travel among employees
in an organization
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- Communicating Internally
FIGURE 2.4 Channels of Communication
© PhotoDisc/Getty Images © McGraw-Hill
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- Formal Communication Networks
Formal communication network
◦ official channel or line of communication
Downward Communication
◦ movement or path of messages from superiors to
subordinates
Message filtering and distortion
◦ noise resulting when messages are magnified,
minimized, or altered as they travel through people
One-way communication
◦ message sender does not expect or encourage a
response from the receiver
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- Formal Communication Networks
FIGURE 2.5 Flow of Messages
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- Formal Communication Networks
Upward Communication
◦ upward flow of messages from subordinates to
higherranking employees
Horizontal Communication
◦ lateral exchange of messages between people of
roughly equal authority
Jargon
◦ specialized words or language specific to a field or
profession
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- Formal Communication Networks
American Golf operates more than 300 public and
private golf courses. Its horizontal communication
structure encourages all employees to share their
ideas for improving business.
Royalty-Free/CORBIS
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- Informal Communication Networks
Informal communication networks
◦ messages that flow in all directions and
through all levels of authority
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- Informal Communication Networks
FIGURE 2.6 The Grapevine
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- Informal Communication Networks
• Heard It Through the Grapevine
Grapevine
◦ oral and informal communication network
comprised of various employees
• Grapevine versus Gossip
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- Communicating Externally
External communication
◦ exchange of messages between the organization and
the external environment
Input
◦ information the organization receives from the
environment
Throughput
◦ organization’s analysis and evaluation of the input it
receives and the transformation of that input into
outputs
Output
◦ messages the organization transmits to the
environment in response to received input
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