Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Understanding Business Communication in Today’s Workplace

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Global Communication Internal audiences External audiences

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Benefits Faster problem solving Stronger decision making Increased productivity Steadier work flow

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Benefits Stronger business relationships More compelling promotional images Enhanced professional images and stronger brands Improved response from important audiences

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Effective Communication Practical information Facts rather than impressions Concise, efficient writing Clear expectations and responsibilities Compelling, persuasive arguments and recommendations

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Employers Expect Organizing ideas and information Expressing ideas and information Reading and listening effectively Communicating with diverse groups Using communication technology

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Employers Expect Writing and speaking effectively Applying business etiquette Communicating ethically Obeying regulations and guidelines Using time productively

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter The Communication Process 1.The sender has an idea 2.The sender encodes the idea into a message 3.The sender produces the message in a transmittable medium 4.The sender transmits the message through a channel

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter The Communication Process 5.The audience receives the message 6.The audience decodes the message 7.The audience responds to the message 8.The audience gives feedback to the sender

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Skills Commit to ethical communication Adopt audience-centered approach Improve intercultural sensitivity Give and respond to constructive feedback Observe business etiquette Use communication technology

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Ethical Communication True in every sense Includes all relevant information Not deceptive in any way

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Unethical Communication Plagiarism Selective misquoting Misrepresenting numbers Distorting visuals

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Recognizing Ethical Issues Ethical dilemma –Stakeholders Conflicting loyalties Difficult tradeoffs Ethical lapse –Business pressures Illegal choices Unethical choices

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Making Ethical Choices Ethical individuals Ethical leadership Appropriate policies and structures

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Audience-Centered Approach Focus on the audience Care about the audience Respect the audience

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Is Culture? Culture = Shared System –Beliefs –Attitudes –Values –Expectations –Norms –Symbols

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Intercultural Sensitivity Assume differences Withhold judgment Show respect Tolerate ambiguity Look beyond the superficial Recognize your own cultural biases

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Intercultural Sensitivity Be flexible Emphasize common ground Deal with the individual Learn when to be direct Observe and learn Review travel guidebooks

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Cultural Differences Cultural context Legal and ethical differences Social customs Nonverbal communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Cultural Context High context or low context Decision-making practices Problem-solving techniques Negotiating styles

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Legal and Ethical Views Seek mutual ground Withhold judgment Send honest messages Respect differences

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Social Customs Formal and informal rules –Manners –Attitudes toward time –Individual versus community values –Attitudes toward status and wealth –Respect for authority

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Nonverbal Communication Decoding verbal messages Interpreting nonverbal signals

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Negative Cultural Attitudes Ethnocentrism Xenophobia Stereotyping

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Is Cultural Pluralism? Accepting multiple cultures –Avoid assumptions –Avoid judgments –Acknowledge distinctions

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Written Intercultural Skills Use plain English Be brief Be clear Use transitions Proper addresses No slang or idioms Precise numbers Short paragraphs

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Multicultural Speaking Skills Speak clearly and simply Look for feedback Rephrase as needed Clarify your meaning Do not “talk down” to others

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Multicultural Speaking Skills Learn important phrases Listen with care and respect Adapt your conversation style Check for comprehension Clarify what will happen next

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Feedback in the Workplace Constructive feedback –Process focused –Outcome focused Destructive feedback –Personal attacks –Unclear guidelines

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Etiquette in the Workplace Three principles –Respect –Courtesy –Common sense

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Technology Keep technology in perspective Use tools wisely Reconnect with people frequently