© Prentice Hall, 2004Business Communication EssentialsChapter Understanding Business Communication in Today’s Workplace

© Prentice Hall, 2004Business Communication EssentialsChapter StrongerDecisionMakingStrongerDecisionMakingImprovedStakeholderResponseImprovedStakeholderResponse ClearerPromotionalMaterialsClearerPromotionalMaterialsSteadier Work Flow Steadier IncreasedProductivityIncreasedProductivityEnhancedProfessionalImageEnhancedProfessionalImage QuickerProblemSolvingQuickerProblemSolving StrongerBusinessRelationshipsStrongerBusinessRelationships EffectiveCommunicationEffectiveCommunication

© Prentice Hall, 2004Business Communication EssentialsChapter The Changing Workplace Advancing technology The information age Globalization Workforce diversity Team-based organizations

© Prentice Hall, 2004Business Communication EssentialsChapter Channel And Medium Six-Phase Process Channel And Medium Six-Phase Process Phase 1: Sender Has an Idea Phase 1: Sender Has an Idea Phase 3: Sender Transmits Message Phase 3: Sender Transmits Message Phase 2: Sender Encodes Idea Phase 2: Sender Encodes Idea Phase 6: Receiver Sends Feedback Phase 6: Receiver Sends Feedback Phase 4: Receiver Gets Message Phase 4: Receiver Gets Message Phase 5: Receiver Decodes Message Phase 5: Receiver Decodes Message The Communication Process Situation

© Prentice Hall, 2004Business Communication EssentialsChapter Improving Business Communication Commit to ethical communication Adopt an audience-centered approach Develop intercultural sensitivity Improve workplace sensitivity

© Prentice Hall, 2004Business Communication EssentialsChapter Committing to Ethical Communication Ethical Dilemma Ethical Lapse Ambiguous Alternatives Unclear Unethical Choice Illegal

© Prentice Hall, 2004Business Communication EssentialsChapter Making Ethical Choices Is this message legal? Is this message balanced? Can you live with this message? Is this message feasible?

© Prentice Hall, 2004Business Communication EssentialsChapter Audience-Centered Communication Biases Education Age Status Style

© Prentice Hall, 2004Business Communication EssentialsChapter Improving Intercultural Sensitivity Recognize cultural differences Overcome ethnocentrism Polish written intercultural skills Develop oral communication skills

© Prentice Hall, 2004Business Communication EssentialsChapter Recognizing Cultural Differences SocialCustomsSocialCustoms ContextContext NonverbalCommunicationNonverbalCommunication EthicsEthics

© Prentice Hall, 2004Business Communication EssentialsChapter Cultural Context High Context Low Context Decision-Making Practices Problem-Solving Styles Negotiating Patterns High Context Low Context

© Prentice Hall, 2004Business Communication EssentialsChapter Legal and Ethical Behavior Respect Cultural Differences Send Honest Messages Withhold Judgment Seek Mutual Ground

© Prentice Hall, 2004Business Communication EssentialsChapter Social Customs Formal Informal Manners Time Status Roles

© Prentice Hall, 2004Business Communication EssentialsChapter Nonverbal Communication Body Language Personal Space

© Prentice Hall, 2004Business Communication EssentialsChapter Overcoming Ethnocentrism Accept Distinctions Avoid Assumptions Avoid Judgments

© Prentice Hall, 2004Business Communication EssentialsChapter Written Intercultural Skills Use plain English Be clear Avoid slang and idioms Write short paragraphs

© Prentice Hall, 2004Business Communication EssentialsChapter Written Intercultural Skills Be brief Use transitions Use proper addresses Cite numbers carefully

© Prentice Hall, 2004Business Communication EssentialsChapter Oral Intercultural Skills MinimizeNoiseObtainFeedbackSpeakSlowly ClarifyIntent Do Not Talk Down BeAccurate

© Prentice Hall, 2004Business Communication EssentialsChapter Oral Intercultural Skills Learn Foreign PhrasesListenCarefullyAdapt Your Style Check for Understanding Clarify the Next Step Watch Body Language

© Prentice Hall, 2004Business Communication EssentialsChapter Improving Workplace Sensitivity Assume differences Take responsibility Withhold judgment Be respectful Show empathy Tolerate ambiguity

© Prentice Hall, 2004Business Communication EssentialsChapter Improving Workplace Sensitivity Look past the superficial Be patient Be persistent Admit cultural biases Stay flexible

© Prentice Hall, 2004Business Communication EssentialsChapter Improving Workplace Sensitivity Find common ground Send clear messages Deal with individuals Learn when to be direct Test your understanding