10 Copyright Goodheart-Willcox Co., Inc. Chapter 1 Professional Communication Translation Once the receiver receives the message, it will be decoded. Decoding is the translation of a message into terms that the receiver can understand. It occurs in the receiver’s mind. Decoding is usually seen as the process of understanding a message. The message is not technically received if the receiver does not understand what has been read. Feedback Feedback is the receiver’s response to the sender and concludes the communication process. Providing feedback to a sender is a crucial step in the process. This tells the sender if the receiver understood the message as it was intended. If the sender does not receive feedback to be sure the message was understood, the communication process has failed. Informal and Formal Communication Communication management is the planning and execution of professional communication within an organization. It involves awareness of the appropriate channels for communication as well as which individuals need specific information. Before communication occurs, decisions must be made to determine the level of formality that is necessary. Communication in the workplace may be informal or formal. Informal communication is casual sharing of information with no customs or rules of etiquette involved. Etiquette is the art of using good manners in any situation. Reporting hierarchy is not important in informal communication. People from various levels, divisions, and positions interact with each other in a casual way. Informal communication could be text messaging, telephone calls, or just talking in the hallway. Informal communication is necessary to build teamwork and cooperation within an organization. However, it may or may not be a dependable source of facts. Formal communication is sharing of information that conforms to specific protocol. Protocol is a set of customs or rules of etiquette. Formal communication typically takes place in letters, e-mails, presentations, or other messages that are planned and put into words. Written documents are generally used when it is necessary to record information for future reference. They may be used for internal or external communication. By applying communication management skills and following business protocol, identifying standards for communication choices can become routine. For example, it may not be appropriate for a manager to bypass the vice president about an issue and go straight to the CEO. Formal communication usually happens according to level within an organization. It flows in three directions, as shown in Figure 1-2. • Upward communication is the flow of information from lower levels of an organization to those people in higher levels. • Lateral communication is communication that takes place between peers. Peers are persons of equal standing or work position. • Downward communication is the flow of information from higher levels of an organization to those people in lower levels. Ethics Ethics Business Ethics Ethics is a set of rules that define what is right and wrong. Ethics helps people make good decisions in both their personal and professional lives. Business ethics is a set of rules that help define appropriate behavior in the business setting. hics