© Prentice Hall, 2005 Business Communication EssentialsChapter Succeeding Through Effective Communication

© Prentice Hall, 2005 Business Communication EssentialsChapter Effective Communication Quicker problem solving Stronger decision making Increased productivity Steadier work flow

© Prentice Hall, 2005 Business Communication EssentialsChapter Effective Communication Stronger business relationships Clearer promotional materials Enhanced professional image Improved stakeholder response

© Prentice Hall, 2005 Business Communication EssentialsChapter The Changing Workplace Advances in technology Information overload Global communication Workforce diversity Team-based organizations

© Prentice Hall, 2005 Business Communication EssentialsChapter The Communication Process Sender has an idea Sender encodes the idea Sender transmits the message Receiver gets the message Receiver decodes the message Receiver sends feedback

© Prentice Hall, 2005 Business Communication EssentialsChapter Improving Business Communication Ethical considerations Audience-centered approach Intercultural sensitivity Workplace sensitivity

© Prentice Hall, 2005 Business Communication EssentialsChapter Committing to Ethical Communication Unethical practices –Plagiarism –Selective misquoting –Misinterpreting numbers –Distorting visuals

© Prentice Hall, 2005 Business Communication EssentialsChapter Recognizing Ethical Choices Ethical dilemma –Stakeholders Conflicting loyalties Difficult tradeoffs Ethical lapse –Business pressures Illegal choices Unethical choices

© Prentice Hall, 2005 Business Communication EssentialsChapter Making Ethical Choices Is the message legal? Is the message balanced? Can you live with the message? Is the message feasible?

© Prentice Hall, 2005 Business Communication EssentialsChapter Audience-Centered Approach Understand biases Consider education Factor in age Recognize status Acknowledge style

© Prentice Hall, 2005 Business Communication EssentialsChapter Improving Intercultural Sensitivity Culture –Shared system Beliefs Attitudes Values Expectations Norms

© Prentice Hall, 2005 Business Communication EssentialsChapter Recognizing Cultural Differences Context Ethics Social customs Nonverbal communication

© Prentice Hall, 2005 Business Communication EssentialsChapter Cultural Context High context Low context –Decision-making practices –Problem-solving techniques –Negotiating styles

© Prentice Hall, 2005 Business Communication EssentialsChapter Legal and Ethical Behavior Seek common ground Withhold judgment Send honest messages Respect differences

© Prentice Hall, 2005 Business Communication EssentialsChapter Social Customs Work and success Roles and status Use of manners Concepts of time

© Prentice Hall, 2005 Business Communication EssentialsChapter Nonverbal Communication Gestures Body language Personal space

© Prentice Hall, 2005 Business Communication EssentialsChapter Negative Cultural Attitudes Ethnocentrism Stereotyping

© Prentice Hall, 2005 Business Communication EssentialsChapter Overcoming Ethnocentrism Acknowledging distinctions Avoiding assumptions Avoiding judgments

© Prentice Hall, 2005 Business Communication EssentialsChapter Written Intercultural Skills Use plain English Strive for brevity Strive for clarity Use transitions Use proper addresses Avoid slang and idioms Cite numbers carefully Keep paragraphs short

© Prentice Hall, 2005 Business Communication EssentialsChapter Oral Intercultural Skills Minimize noise Obtain feedback Speak slowly Clarify intent Do not talk down Be accurate

© Prentice Hall, 2005 Business Communication EssentialsChapter Oral Intercultural Skills Learn foreign phrases Listen carefully Adapt your style Check for understanding Clarify the next step Watch body language

© Prentice Hall, 2005 Business Communication EssentialsChapter Improving Workplace Sensitivity Assume differences Take responsibility Withhold judgment Show respect Empathize Tolerate ambiguity

© Prentice Hall, 2005 Business Communication EssentialsChapter Improving Workplace Sensitivity Look past the superficial Be patient Be persistent Admit cultural biases Remain flexible

© Prentice Hall, 2005 Business Communication EssentialsChapter Improving Workplace Sensitivity Look for common ground Send clear messages Deal with the individual Learn when to be direct Test your understanding

© Prentice Hall, 2005 Business Communication EssentialsChapter Reviewing Key Points Communicating effectively Adapting to the changing workplace Learning the communication process Improving business communication