What is communication? “Communication” comes from the Latin word “communis” which means “common” When individuals communicate, they try to establish a common understanding between or among themselves.
What is communication? (Cont.) The process of speaking, writing etc., by which people exchange information or express their thoughts and feelings The way people express their thoughts and feelings or share information A letter, message, or telephone call Source: LONGMAN Dictionary of Contemporary English
Business Communication Definition: the process of establishing a common understanding between or among people within a business environment
Goals of Business Communication 1) Receiver Understanding 2) Receiver Response 3) Favorable Relationships 4) Organizational Goodwill
What is goodwill? The kind feelings towards or between people and a willingness to be helpful The value that company has because it has a good relationship with its customers Resource: LONGMAN Dictionary of Contemporary English
2 Main Communication Forms 1. Verbal Communication: communication uses the words 2. Nonverbal Communication: does not use words
Verbal Communication Face-to-face or phone conversations Meetings and voic messages Letters and memos Reports
Nonverbal Communication Pictures Company logos Gestures and body language
Why communication is important? In your workplace, you’ll communicate by reading information; listening to instructions; asking questions; solving problem with other workers in teams Communication ability consistently ranks first among the qualities that employers look for in college graduates!
3 Basic Purposes of Business Communication To inform To request or persuade To build goodwill
5 Basic Criteria for Business Writing: o Is clear: readers gets the meaning the writer intended easily o Is complete: all of reader’s questions are answered o Is correct: all information in message is accurate o Saves reader’s time: style, organization, visual impact help reader to read, understand o Builds goodwill: message represents a positive image of writer and organization
Multicultural Business Communication Definition1: the transmission of information among business people of different cultures, whether within national boundaries or across national boundaries Definition2: Communication with many cultures; multinational communication is interaction across national boundaries
Diversity Gender Race and ethnicity Regional and national origin Social class Religion Age Sexual orientation (the fact of being Heterosexual or Homosexual) Physical ability
FYI Diversity increases in the global marketplace Business Week reports that two-thirds of all industries either operate globally or are in the process of doing so
How does diversity relate to business communication?
Culture Our understanding of acceptable actions and beliefs
High-context culture or Low- context culture
High-context or Low-context High-context cultures: indirectness, politeness, ambiguity (Examples: Japan, United Arab Emirates) Low-context cultures: directness, confrontation, clarity (Examples: German, Canada, the United States)
High-context culture VS. Low-context culture Source: ChangingMinds.org, n.d.
Opinion
Way of Life
Punctuality
Contacts
Anger
Party
3 Meals a Day
Queue When Waiting
HSBC’s Advertisement Vz4gY
Cross cultural communication 8o
Is this true? Source:
Gesture Around the World Czqs
Body language, the power is in the palm of your hands: Allan Pease at TEDx Macquarie University MA-4
How to kill your body language Frankenstein and inspire the villagers: Scott Rouse at TEDxNashville KJfQ
Stereotypes Intercultural Communication Me4
The Successful Intercultural Communicator is: Aware of the values, beliefs, and practices in other cultures. Sensitive to differences among individuals within a culture. Aware that his/her preferred values and behaviors are influenced by culture and are not necessarily “right.” Sensitive to verbal and nonverbal behavior. Flexible and open to change