1. Chapter 8 1 Interpersonal Communication

2. Learning Objectives 2 1. Improving listening skills 2. Improving nonverbal communication 3. Developing business etiquette 4. Discuss intercultural communication 5. Define culture and cultural bias 6. Improve intercultural communication

3. IMPROVING YOUR LISTENING SKILLS 3

4. Types of Listening 4 Active Content Critical Empathic

5. The Listening Process 5 1. Receiving 2. Decoding 3. Remembering 4. Evaluating 5. Responding

6. Interrupting speakersCreating distractions Selective listeningSelective perception Language/experienceMemory issues Barriers to Listening 6

7. Summary of Discussion 7

8. IMPROVING YOUR NONVERBAL COMMUNICATION SKILLS 8

9. Nonverbal Categories 9 Facial expressionsGestures and posture Vocal characteristicsPersonal appearance Touching behaviorTime and space

10. Effective Nonverbal Communication 10 Talking Talking Not Talking Not Talking Listening Listening

11. Summary of Discussion 11

12. DEVELOPING YOUR BUSINESS ETIQUETTE 12

13. In the Workplace 13

14. Diversity Issues Communicating in a World of Diversity 14

15. Learning Objectives 1.Discuss intercultural communication 2.Define culture and cultural bias 3.Explore cultural differences 4.Learn to adapt to any business culture 5.Improve intercultural communication 15

16. Understanding the Opportunities and Challenges of Communicating in a Diverse World 16

17. Opportunities in a Global Marketplace Growth Growth Revenues Revenues Competition Competition 17

18. Advantages of Diversity 18

19. Communication Issues 19

20. Summary of Discussion 20

21. DEVELOPING CULTURAL COMPETENCY 21

22. Concept of Culture Automatic Automatic Coherent Coherent Complete Complete 22

23. Negative Attitudes Ethnocentrism Ethnocentrism Xenophobia Xenophobia Stereotyping Stereotyping 23

24. Cultural Pluralism Assumptions Assumptions Judgments Judgments Distinctions Distinctions 24

25. Summary of Discussion 25

26. RECOGNIZING VARIATIONS IN A DIVERSE WORLD 26

27. Cultural Context High context Low context 27

28. Legalities and Ethics Seek mutual ground Withhold judgment Send honest messages Respect cultural differences 28

29. Social Differences Attitudes about work and success Concepts of roles and status The use of manners Concepts of time Orientation toward the future Openness and inclusiveness 29

30. Nonverbal Differences SendersReceivers Nonverbal signals Cultural context 30

31. Age Differences 31

32. Gender Differences 32

33. Religious Differences PersonalbeliefsWorkplaceissues 33

34. Ability Differences Assistivetechnologies 34

35. Summary of Discussion 35

36. ADAPTING TO OTHER BUSINESS CULTURES 36

37. Adapting to Any Business Culture Personal biases The “Golden Rule” Tolerance, flexibility, and respect Patience and a sense of humor 37

38. Adapting to U.S. Business Culture IndividualismEquality Privacy and personal space Time schedules Religion Communication style 38

39. Summary of Discussion 39

40. IMPROVING INTERCULTURAL COMMUNICATION SKILLS 40

41. Studying Other Cultures 41

42. Studying Other Languages 42

43. Respecting Communication Styles and Preferences Directness Directness Formality Formality Media Media 43

44. Writing Clearly Word choice Transitional elements Numbers and dates Popular culture Conciseness International addresses Slang, jargon, or idioms Audience expectations 44

45. Intercultural Conversations Speaking and listening 45

46. Translators or Interpreters Written communication Spoken communication 46

47. Help Others Adapt Expedite communication 47

48. Summary of Discussion 48