Business Communication 外语系：刘音

What Is Business Communication? Managerial Communication Organizational Communication Human Relations and Team Building Sales Communication Report Writing Communication Technology and Electronic Communication International Communication

Chapter One Communicating at Work

LEARNING OBJECTIVES Identify changes in the workplace and the importance of communication skills. Describe the process of communication. Discuss barriers to interpersonal communication and the means of overcoming those barriers. Analyze the functions and procedures of communication in organizations. Assess the flow of communication in organizations including barriers and methods for overcoming barriers. List the goals of ethical business communication and describe important tools for doing the right thing.

1. Identify changes in the workplace and the importance of communication skills The importance of communication P3 Changes in the workplace P4 – Heightened Global Competition – Flattened Management Hierarchies – Expanded Team- Based Management The importance of communication skills P7 Innovative communication technologies New work environments Increasing diverse workforce Thriving in the age of knowledge

Case Study Merger n. （两个以上的企业或公司的）合并；归并 Acquisition n. 收购

How is the situation in Pillsbury related to our current economic crisis? – Playboy Says It Is Open to a Sale or Changes. – Starbucks to cut up to 12,000 jobs, close 600 stores.

Heightened Global Competition Improved systems of telecommunication, advanced forms of transportation, and saturated local markets---all of these developments have encouraged companies to move beyond familiar territories to emerging markets around the world.

Heightened Global Competition Successful communication in these new markets requires developing new skills such as cultural knowledge and sensitivity, flexibility, patience and tolerance. Because these are skills and traits that most of us need to polish, you will receive special communication training to help you deal with intercultural business transactions.

Flattened Management Hierarchies This flattening means that fewer layers of managers separate decision makers from line workers.

Expanded Team-Based Management Along with flatter chains of command, companies are also turning to the concept of team-based operations. Formation of these teams forced technology specialists to communicate constantly with business specialists.

Innovative Communication Technologies We now exchange information by , voice mail, and fax. Through teleconferencing and video- conferencing, we can conduct meeting s with associates around the world.

New work environments Thanks to mobile technologies, millions of Americans now telecommute. They have flexible working arrangements so that they can work at home at least part of the time.

Increasing diverse workforce Communicating in this diverse work environment requires new attitudes and skills. Acquiring these new employment skills is certainly worth the effort because of the benefits diversity brings to consumers, work teams, and business organizations.

Thriving in the age of knowledge Tomorrow ’ s wealth depends on the development and exchange of knowledge. In the new world of work, you can look forward to being in constant training to acquire new skills that will help you keep up with improved technologies and procedures.

CAREER COACH & Homework Career Application You are required to write an announcement on behalf of Pillsbury regarding the issue of contaminated cookies.

2. Examining the Process of Communication The definition of Communication P10 Sender Has Idea Sender Encodes Idea in Message Message Travels Over Channel Receiver Decodes Message Feedback Travels to Sender

Obstacles That Create Misunderstanding Overcoming the Obstacles 3. Overcoming Interpersonal Communication Barriers

Obstacles That Create Misunderstanding Bypassing Frame of Reference Lack of Language Skill Distractions

Overcoming the Obstacles Anticipate problems in encoding, transmitting, and decoding. Arrange your ideas logically and use words precisely. Question your preconceptions. Ask questions to stimulate feedback.