1. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 1 Understanding Business Communication in Today’s Workplace

2. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 2 StrongerDecisionMakingStrongerDecisionMakingImprovedStakeholderResponseImprovedStakeholderResponse ClearerPromotionalMaterialsClearerPromotionalMaterialsSteadier Work Flow Steadier IncreasedProductivityIncreasedProductivityEnhancedProfessionalImageEnhancedProfessionalImage QuickerProblemSolvingQuickerProblemSolving StrongerBusinessRelationshipsStrongerBusinessRelationships EffectiveCommunicationEffectiveCommunication

3. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 3 The Changing Workplace Advancing technology The information age Globalization Workforce diversity Team-based organizations

4. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 4 Channel And Medium Six-Phase Process Channel And Medium Six-Phase Process Phase 1: Sender Has an Idea Phase 1: Sender Has an Idea Phase 3: Sender Transmits Message Phase 3: Sender Transmits Message Phase 2: Sender Encodes Idea Phase 2: Sender Encodes Idea Phase 6: Receiver Sends Feedback Phase 6: Receiver Sends Feedback Phase 4: Receiver Gets Message Phase 4: Receiver Gets Message Phase 5: Receiver Decodes Message Phase 5: Receiver Decodes Message The Communication Process Situation

5. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 5 Improving Business Communication Commit to ethical communication Adopt an audience-centered approach Develop intercultural sensitivity Improve workplace sensitivity

6. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 6 Committing to Ethical Communication Ethical Dilemma Ethical Lapse Ambiguous Alternatives Unclear Unethical Choice Illegal

7. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 7 Making Ethical Choices Is this message legal? Is this message balanced? Can you live with this message? Is this message feasible?

8. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 8 Audience-Centered Communication Biases Education Age Status Style

9. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 9 Improving Intercultural Sensitivity Recognize cultural differences Overcome ethnocentrism Polish written intercultural skills Develop oral communication skills

10. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 10 Recognizing Cultural Differences SocialCustomsSocialCustoms ContextContext NonverbalCommunicationNonverbalCommunication EthicsEthics

11. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 11 Cultural Context High Context Low Context Decision-Making Practices Problem-Solving Styles Negotiating Patterns High Context Low Context

12. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 12 Legal and Ethical Behavior Respect Cultural Differences Send Honest Messages Withhold Judgment Seek Mutual Ground

13. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 13 Social Customs Formal Informal Manners Time Status Roles

14. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 14 Nonverbal Communication Body Language Personal Space

15. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 15 Overcoming Ethnocentrism Accept Distinctions Avoid Assumptions Avoid Judgments

16. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 16 Written Intercultural Skills Use plain English Be clear Avoid slang and idioms Write short paragraphs

17. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 17 Written Intercultural Skills Be brief Use transitions Use proper addresses Cite numbers carefully

18. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 18 Oral Intercultural Skills MinimizeNoiseObtainFeedbackSpeakSlowly ClarifyIntent Do Not Talk Down BeAccurate

19. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 19 Oral Intercultural Skills Learn Foreign PhrasesListenCarefullyAdapt Your Style Check for Understanding Clarify the Next Step Watch Body Language

20. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 20 Improving Workplace Sensitivity Assume differences Take responsibility Withhold judgment Be respectful Show empathy Tolerate ambiguity

21. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 21 Improving Workplace Sensitivity Look past the superficial Be patient Be persistent Admit cultural biases Stay flexible

22. © Prentice Hall, 2004Business Communication EssentialsChapter 1 - 22 Improving Workplace Sensitivity Find common ground Send clear messages Deal with individuals Learn when to be direct Test your understanding