“The most important thing 
                                     in communication is to 
                                         hear what isn’t being 
                                                                                   said.”
                                                            Peter Drucker
                            Professionalism: Skills for Workplace Success, 2/e                                                    Copyright ©2011 by Pearson Education, Inc.
                            Lydia E. Anderson • Sandra B. Bolt                                                                                 publishing as Pearson [imprint]
                                                               OBJECTIVES
                      1. Define the impact effective communication has 
                                in the workplace
                      2. Name the key elements of the communication 
                                process
                      3. Name the three types of communication media
                      4. Describe the dangers of becoming emotional at 
                                work
                      5. Demonstrate proper formatting for business 
                                letters, memos, and emails
                            Professionalism: Skills for Workplace Success, 2/e                                                    Copyright ©2011 by Pearson Education, Inc.
                            Lydia E. Anderson • Sandra B. Bolt                                                                                 publishing as Pearson [imprint]
                           WORKPLACE COMMUNICATION 
                                                        and its CHANNELS
                      • Effective communication is vital to 
                            business. What if there is no 
                            communication?
                      • Formal communication: Vertical 
                            communication, Horizontal communication 
                      • Informal communication: Grapevine, 
                            Gossip
                            Professionalism: Skills for Workplace Success, 2/e                                                    Copyright ©2011 by Pearson Education, Inc.
                            Lydia E. Anderson • Sandra B. Bolt                                                                                 publishing as Pearson [imprint]
                       THE COMMUNICATION PROCESS
                           The process of a sender sending 
                                a message to a receiver with the 
                                           purpose of creating mutual 
                                                                    understanding
                            Professionalism: Skills for Workplace Success, 2/e                                                    Copyright ©2011 by Pearson Education, Inc.
                            Lydia E. Anderson • Sandra B. Bolt                                                                                 publishing as Pearson [imprint]
                     THE COMMUNICATION PROCESS
                                                                                 MESSAGE
                                      SENDER                                     NOISE                                            RECEIVER
                                                                                 FEEDBACK
                            Professionalism: Skills for Workplace Success, 2/e                                                    Copyright ©2011 by Pearson Education, Inc.
                            Lydia E. Anderson • Sandra B. Bolt                                                                                 publishing as Pearson [imprint]