1. Navigating the Business Communication Environment
Chapter 4
Navigating the Business Communication Environment

2. Chapter 4 Learning Objectives
LO 4-1 Why ethics is so important in business communication
LO 4-2 How corporate culture impacts business environments
LO 4-3 Why interpersonal communication is important
LO 4-4 How to use your time more efficiently
LO 4-5 What the trends in business communication are

3. Business Environment Shaped by Ethics Corporate Culture
Interpersonal Communication
Time Management
Trends

4. Ethics Daily communication decisions involve ethics
Language, graphics, and document design can all be ethical or manipulative

5. Corporate Culture
Vary widely among organizations (even those within the same field)
Wise companies use it to retain workers
International differences can impact it

6. Interpersonal Communication
Communication between people
Includes multiple skills
Listening
Conversation style
Nonverbal
Etiquette
Networking

7. Listening Crucial to building trust Harder on job than in class
Information not as organized on job
Jobs require listening to feelings as well as information
Nods, smiles, frowns show you’re listening

8. Avoid Listening Errors
To reduce errors
Paraphrase what the speaker has said
Check your understanding with speaker
Write down key points
Don’t ignore instructions that seem unnecessary
Consider other person’s background

9. Conversation Style
Denotes our conversational patterns and the meaning we give to them
Consider these features:
Rate of speech
Rate of turn-taking
Persistence if turn not acknowledged
Preference for personal stories
Tolerance of simultaneous speech
Abrupt topic shifting

10. Nonverbal Communication
Communication without words
Signals such as smiles and gestures
Can be misinterpreted as easily as words
Be aware of
Spatial cues
Body language

11. Etiquette Treating people with respect
Using “please,” “thank you,” and “you’re welcome”
Making customers feel welcomed
Using technology appropriately

12. Networking Ability to connect with many different kinds of people
Create connections before they are needed
Being part of the grapevine
Even more important as you climb corporate ladder

13. Time Management Crucial to success of professionals
Prioritize demands of your time
Complete most important demands first

14. Time Management Keep lists
Ask yourself where you want to be in five years
Do large, important tasks first
Break large tasks into small ones
Create blocks of times
Avoid time sinks
Decide at the end of today what to do tomorrow
Evaluate performance at end of week

15. 12 Business Trends Data Security Electronic Privacy Customer Service
Work/Family Balance
Environmental Concern
Globalization and Outsourcing
Diversity
Teamwork
Job Flexibility
Innovation and Entrepreneurship
Big Data
Rapids Rate of Change