2. Chapter 1 Copyright © 2014 Pearson Education, Inc.Chapter 1 - 2 Understanding Business Communication in Today’s Workplace

3. Learning Objectives 1.Learn why communication matters 2.Communicate as a professional 3.Explore the communication process 4.Commit to ethical communication 5.Communicate in a diverse world 6.Use communication technology Copyright © 2014 Pearson Education, Inc.Chapter 1 - 3

4. Understanding Why Communication Matters Copyright © 2014 Pearson Education, Inc.Chapter 1 - 4

5. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 5 For Your Career

6. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 6 Marketplace Ties Conversations and Trends Production and Problems Financial Outcomes For Your Company

7. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 7 Timely Information Decision-Making Marketing Messages Employee Engagement For Your Company

8. Effective Communication Copyright © 2014 Pearson Education, Inc.Chapter 1 - 8 ConciseEfficient Clear Persuasive PracticalFactual

9. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 1 - 9

10. Communicating as a Professional Copyright © 2014 Pearson Education, Inc.Chapter 1 - 10

11. What Is Professionalism? Copyright © 2014 Pearson Education, Inc.Chapter 1 - 11

12. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 12 What Employers Expect Organizing ideas and informationOrganizing ideas and information Expressing yourself coherentlyExpressing yourself coherently Constructing compelling narrativesConstructing compelling narratives Evaluating data and informationEvaluating data and information Listening actively to othersListening actively to others

13. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 13 What Employers Expect Communicating with diverse audiencesCommunicating with diverse audiences Using communication technologiesUsing communication technologies Using standard grammar and spellingUsing standard grammar and spelling Adapting messages and stylesAdapting messages and styles Communicating in a civilized mannerCommunicating in a civilized manner

14. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 14 What Employers Expect Communicating ethicallyCommunicating ethically Respecting company informationRespecting company information Following laws and regulationsFollowing laws and regulations Managing time and resourcesManaging time and resources Improving your skills over timeImproving your skills over time

15. Organizational Context Copyright © 2014 Pearson Education, Inc.Chapter 1 - 15 CommunicationChannelsCompanyPolicies OrganizationalStructurePersonalRelationships

16. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 16 Center on the Audience

17. Business Etiquette Copyright © 2014 Pearson Education, Inc.Chapter 1 - 17 RespectRespect CourtesyCourtesy Common SenseCommon Sense

18. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 1 - 18

19. Exploring the Communication Process Copyright © 2014 Pearson Education, Inc.Chapter 1 - 19

20. Communication Process Copyright © 2014 Pearson Education, Inc.Chapter 1 - 20 1. Sender has an idea 2. Sender encodes the idea 3. Sender produces the message 4. Sender transmits the message

21. Communication Process Copyright © 2014 Pearson Education, Inc.Chapter 1 - 21 5. Audience receives the message 6. Receiver decodes the message 7. Receiver responds to the message 8. Receiver provides feedback

22. Communication Models Copyright © 2014 Pearson Education, Inc.Chapter 1 - 22 Business Communication 2.0 Business Communication 1.0 “We talk, you listen”“Let’s have a conversation”

23. Business Communication 2.0 Model Copyright © 2014 Pearson Education, Inc.Chapter 1 - 23 Traditional Approach Social Media Approach Hybrid Method Hybrid Method Strategic Plans Strategic Plans Policies Customer Support Customer Support Project Updates Project Updates

24. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 1 - 24

25. Committing to Ethical Communication Copyright © 2014 Pearson Education, Inc.Chapter 1 - 25

26. Unethical Messages Copyright © 2014 Pearson Education, Inc.Chapter 1 - 26 Plagiarism Omission Misquoting Distortion Privacy

27. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 27 Ethical Questions Dilemmas Lapses

28. Make Ethical Choices Copyright © 2014 Pearson Education, Inc.Chapter 1 - 28 Have you defined the situation?Have you defined the situation? Why are you communicating?Why are you communicating? What impact will your message have?What impact will your message have? What good or harm will be achieved?What good or harm will be achieved? Will your assumptions change?Will your assumptions change? Are you comfortable with the decision?Are you comfortable with the decision?

29. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 1 - 29

30. Communicating in a World of Diversity Copyright © 2014 Pearson Education, Inc.Chapter 1 - 30

31. Advantages Ideas and Views Diverse Markets Employee Talents Challenges Perceptions Responses Communication Workforce Diversity Copyright © 2014 Pearson Education, Inc.Chapter 1 - 31

32. Key Diversity Aspects Copyright © 2014 Pearson Education, Inc.Chapter 1 - 32 Cultural Context Legal and Ethical Social Customs Nonverbal Signals Age Differences Gender Differences Religious Differences Ability Differences

33. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 33 Cultural Context

34. Legalities and Ethics Copyright © 2014 Pearson Education, Inc.Chapter 1 - 34 Seek Mutual Ground Withhold Judgment Send Honest Messages Respect Cultural Differences

35. Social Customs Copyright © 2014 Pearson Education, Inc.Chapter 1 - 35 Formal Rules Informal Rules

36. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 36 Nonverbal Signals Cultural Context Communication Process Decoding Messages Interpreting Messages

37. Age Differences Copyright © 2014 Pearson Education, Inc.Chapter 1 - 37

38. Gender Differences Copyright © 2014 Pearson Education, Inc.Chapter 1 - 38

39. Religious Differences Copyright © 2014 Pearson Education, Inc.Chapter 1 - 39 PersonalBeliefsWorkplaceIssues

40. Ability Differences Copyright © 2014 Pearson Education, Inc.Chapter 1 - 40 Respect Sensitivity Technology

41. Improving Intercultural Communication Avoid ethnocentrismAvoid ethnocentrism Avoid stereotypingAvoid stereotyping Don’t assume others are like youDon’t assume others are like you Avoid being judgmentalAvoid being judgmental Respect other culturesRespect other cultures Copyright © 2014 Pearson Education, Inc.Chapter 1 - 41

42. Improving Intercultural Communication Tolerate ambiguityTolerate ambiguity Look beyond superficial factorsLook beyond superficial factors Recognize your own biasesRecognize your own biases Be flexible and prepared to changeBe flexible and prepared to change Observe and learnObserve and learn Copyright © 2014 Pearson Education, Inc.Chapter 1 - 42

43. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 43 Plain Language Clarity Slang & Jargon Short Paragraphs Obvious Words Numbers Brevity Transitions Intercultural Writing

44. Speaking with Multilingual Audiences Speak clearly and simplySpeak clearly and simply Look for feedbackLook for feedback Rephrase as neededRephrase as needed Clarify your meaningClarify your meaning Do not “talk down” to othersDo not “talk down” to others Copyright © 2014 Pearson Education, Inc.Chapter 1 - 44

45. Speaking with Multilingual Audiences Learn important phrasesLearn important phrases Listen with care and respectListen with care and respect Adapt your conversation styleAdapt your conversation style Check for comprehensionCheck for comprehension Clarify what will happen nextClarify what will happen next Copyright © 2014 Pearson Education, Inc.Chapter 1 - 45

46. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 1 - 46

47. Using Communication Technology Effectively Copyright © 2014 Pearson Education, Inc.Chapter 1 - 47

48. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 48 Using Technology MaintainPerspective Be Productive

49. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 49 Using Technology Stop Information Overload Reconnect with People Reconnect

50. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 1 - 50

51. Understanding Business Communication in Today’s Workplace Copyright © 2014 Pearson Education, Inc.Chapter 1 - 51

52. Copyright © 2014 Pearson Education, Inc.Chapter 1 - 52