2. What is communication?  “Communication” comes from the Latin word “communis” which means “common”  When individuals communicate, they try to establish a common understanding between or among themselves.

3. What is communication? (Cont.)  The process of speaking, writing etc., by which people exchange information or express their thoughts and feelings  The way people express their thoughts and feelings or share information  A letter, message, or telephone call Source: LONGMAN Dictionary of Contemporary English

4. Business Communication  Definition: the process of establishing a common understanding between or among people within a business environment

5. Goals of Business Communication 1) Receiver Understanding 2) Receiver Response 3) Favorable Relationships 4) Organizational Goodwill

6. What is goodwill?  The kind feelings towards or between people and a willingness to be helpful  The value that company has because it has a good relationship with its customers Resource: LONGMAN Dictionary of Contemporary English

7. 2 Main Communication Forms 1. Verbal Communication: communication uses the words 2. Nonverbal Communication: does not use words

8. Verbal Communication  Face-to-face or phone conversations  Meetings  E-mail and voice-mail messages  Letters and memos  Reports

9. Nonverbal Communication  Pictures  Company logos  Gestures and body language

10. Why communication is important?  In your workplace, you’ll communicate by reading information; listening to instructions; asking questions; solving problem with other workers in teams  Communication ability consistently ranks first among the qualities that employers look for in college graduates!

11. 3 Basic Purposes of Business Communication To inform To request or persuade To build goodwill

12. 5 Basic Criteria for Business Writing: o Is clear: readers gets the meaning the writer intended easily o Is complete: all of reader’s questions are answered o Is correct: all information in message is accurate o Saves reader’s time: style, organization, visual impact help reader to read, understand o Builds goodwill: message represents a positive image of writer and organization

14. Multicultural Business Communication  Definition1: the transmission of information among business people of different cultures, whether within national boundaries or across national boundaries  Definition2: Communication with many cultures; multinational communication is interaction across national boundaries

15. Diversity  Gender  Race and ethnicity  Regional and national origin  Social class  Religion  Age  Sexual orientation (the fact of being Heterosexual or Homosexual)  Physical ability

16. FYI  Diversity increases in the global marketplace  Business Week reports that two-thirds of all industries either operate globally or are in the process of doing so

17. How does diversity relate to business communication?

18. Culture  Our understanding of acceptable actions and beliefs

19. High-context culture or Low- context culture

20. High-context or Low-context  High-context cultures: indirectness, politeness, ambiguity (Examples: Japan, United Arab Emirates)  Low-context cultures: directness, confrontation, clarity (Examples: German, Canada, the United States)

21. High-context culture VS. Low-context culture Source: ChangingMinds.org, n.d.

22. Opinion

23. Way of Life

24. Punctuality

25. Contacts

26. Anger

27. Party

28. 3 Meals a Day

29. Queue When Waiting

31. HSBC’s Advertisement  http://www.youtube.com/watch?v=ALWwK7 Vz4gY

32. Cross cultural communication  http://www.youtube.com/watch?v=BrJTf97Ev 8o

33. Is this true? Source: http://ikarusblog.blogspot.com/2010/04/international-business-reading.html

34. Gesture Around the World  http://www.youtube.com/watch?v=fa_GCK- Czqs

35. Body language, the power is in the palm of your hands: Allan Pease at TEDx Macquarie University  http://www.youtube.com/watch?v=ZZZ7k8c MA-4

36. How to kill your body language Frankenstein and inspire the villagers: Scott Rouse at TEDxNashville  http://www.youtube.com/watch?v=Ro2dgzX KJfQ

37. Stereotypes Intercultural Communication  http://www.youtube.com/watch?v=LQQtoySt Me4

38. The Successful Intercultural Communicator is:  Aware of the values, beliefs, and practices in other cultures.  Sensitive to differences among individuals within a culture.  Aware that his/her preferred values and behaviors are influenced by culture and are not necessarily “right.”  Sensitive to verbal and nonverbal behavior.  Flexible and open to change