2. Professional Communication in Today’s Digital, Social, Mobile World
Chapter 1
Professional Communication in Today’s Digital, Social, Mobile World
1-2

3. Learning Objectives After studying this chapter, you will be able to:
Define communication and explain the importance of effective business communication
Explain what it means to communicate as a professional in a business context
List four general guidelines for using communication technology effectively
Explain how cultural diversity affects business communication and describe the steps you can take to communicate more effectively across cultural boundaries
Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical communication choices

4. Understanding Why Communication Matters

5. Communicating Is Important
to Your Career

6. Communication Is Important
to Your Company
Important community ties
Opportunities to influence
Productivity and problem solving
Improved financial results
Warning of potential problems
Better decision making
Persuasive marketing messages
Better employee engagement and, satisfaction and lower employee turnover
1-6

7. What Makes Business Communication Effective?
EFFECTIVE COMMUNICATION:
Practical
Factual
Concise
Clear
Persuasive

8. Communicating as a Professional
Strive to excel
Be dependable and accountable
Be a team player
Demonstrate etiquette
Make ethical decisions
Maintain a positive outlook

9. Understanding What Employers Expect From You
Organizing ideas
Expressing yourself
Persuasive arguments
Evaluating data
Listening
Understanding diversity
Tech savvy
High-quality writing
Adapting your message
Business etiquette
Ethical
Confidentiality
Laws and regulations
Time management

10. The The Mobile Revolution

11. The Rise of Mobile as a Communication Platform
Globally, about 80% of internet users access the web with a mobile device
Mobile is the primary communication tool for many business professionals
About 50% of U.S. consumers use mobile devices exclusively to search online
Smartphones keep people connected 24/7

12. Mobile Technologies Are Changing Business Communication

13. Mobile Technology and Business Communication Practices
Challenges of constant connectivity
Challenges for creating/consuming content
Multitasking and other distractions
Pressures on standards of writing
Sensory and cognitive extensions

14. Mobile Technology and Business Communication Practices
Security and privacy concerns
Productivity and collaboration
Assistance with business tasks
Decision making and problem solving
Engaging experiences for customers

15. Committing to Ethical Communication
Omitting essential information
Plagiarism
Selective misquoting
Misrepresenting numbers
Distorting visuals
Failing to respect privacy or information security needs

16. Distinguishing Ethical Dilemmas from Ethical Lapses

17. Communicating in a World of Diversity
A broad and useful definition of diversity:
All the characteristics and experiences that define each of us as individuals.

18. The Advantages and Challenges
of a Diverse Workforce

19. Social Customs

20. Differences – There can be a lot!
Ability
Gender
Religious
Age

21. Advice for Improving Intercultural Communication
AVOID:
Ethnocentrism
Stereotyping
Assumptions
TOLERATE:
Differences
Ambiguity
Superficial factors
LEARN:
Respect for cultures
Your own cultural biases
To be flexible
Be prepared to change your habits and attitudes;
observe and learn – the more you know, the more effective you’ll be.
1-16

22. Writing for Multilingual Audiences
Be brief and clear – use plain language
Avoid words with multiple meanings
Avoid slang, and abbreviations
Cite numbers carefully
Use short paragraphs
Use transitions generously
1-17

23. Using
Technology to
Improve
Business
Communication

24. Using
Tools
Productively

25. Guarding Against Information Overload
1-20

26. Reconnecting with People Frequently

27. Learning Objectives: Check Your Progress
Define communication and explain the importance of effective business communication.
Explain what it means to communicate as a professional in a business context.
List four general guidelines for using communication technology effectively.
4. Explain how cultural diversity affects business communication and describe the steps you can take to communicate more effectively across cultural boundaries.
5. Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical communication choices.