1. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 1 Understanding Business Communication in Today’s Workplace

2. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 2 Global Communication Internal audiences External audiences

3. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 3 Communication Benefits Faster problem solving Stronger decision making Increased productivity Steadier work flow

4. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 4 Communication Benefits Stronger business relationships More compelling promotional images Enhanced professional images and stronger brands Improved response from important audiences

5. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 5 Effective Communication Practical information Facts rather than impressions Concise, efficient writing Clear expectations and responsibilities Compelling, persuasive arguments and recommendations

6. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 6 What Employers Expect Organizing ideas and information Expressing ideas and information Reading and listening effectively Communicating with diverse groups Using communication technology

7. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 7 What Employers Expect Writing and speaking effectively Applying business etiquette Communicating ethically Obeying regulations and guidelines Using time productively

8. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 8 The Communication Process 1.The sender has an idea 2.The sender encodes the idea into a message 3.The sender produces the message in a transmittable medium 4.The sender transmits the message through a channel

9. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 9 The Communication Process 5.The audience receives the message 6.The audience decodes the message 7.The audience responds to the message 8.The audience gives feedback to the sender

10. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 10 Communication Skills Commit to ethical communication Adopt audience-centered approach Improve intercultural sensitivity Give and respond to constructive feedback Observe business etiquette Use communication technology

11. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 11 Ethical Communication True in every sense Includes all relevant information Not deceptive in any way

12. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 12 Unethical Communication Plagiarism Selective misquoting Misrepresenting numbers Distorting visuals

13. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 13 Recognizing Ethical Issues Ethical dilemma –Stakeholders Conflicting loyalties Difficult tradeoffs Ethical lapse –Business pressures Illegal choices Unethical choices

14. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 14 Making Ethical Choices Ethical individuals Ethical leadership Appropriate policies and structures

15. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 15 Audience-Centered Approach Focus on the audience Care about the audience Respect the audience

16. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 16 What Is Culture? Culture = Shared System –Beliefs –Attitudes –Values –Expectations –Norms –Symbols

17. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 17 Intercultural Sensitivity Assume differences Withhold judgment Show respect Tolerate ambiguity Look beyond the superficial Recognize your own cultural biases

18. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 18 Intercultural Sensitivity Be flexible Emphasize common ground Deal with the individual Learn when to be direct Observe and learn Review travel guidebooks

19. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 19 Cultural Differences Cultural context Legal and ethical differences Social customs Nonverbal communication

20. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 20 Cultural Context High context or low context Decision-making practices Problem-solving techniques Negotiating styles

21. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 21 Legal and Ethical Views Seek mutual ground Withhold judgment Send honest messages Respect differences

22. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 22 Social Customs Formal and informal rules –Manners –Attitudes toward time –Individual versus community values –Attitudes toward status and wealth –Respect for authority

23. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 23 Nonverbal Communication Decoding verbal messages Interpreting nonverbal signals

24. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 24 Negative Cultural Attitudes Ethnocentrism Xenophobia Stereotyping

25. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 25 What Is Cultural Pluralism? Accepting multiple cultures –Avoid assumptions –Avoid judgments –Acknowledge distinctions

26. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 26 Written Intercultural Skills Use plain English Be brief Be clear Use transitions Proper addresses No slang or idioms Precise numbers Short paragraphs

27. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 27 Multicultural Speaking Skills Speak clearly and simply Look for feedback Rephrase as needed Clarify your meaning Do not “talk down” to others

28. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 28 Multicultural Speaking Skills Learn important phrases Listen with care and respect Adapt your conversation style Check for comprehension Clarify what will happen next

29. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 29 Feedback in the Workplace Constructive feedback –Process focused –Outcome focused Destructive feedback –Personal attacks –Unclear guidelines

30. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 30 Etiquette in the Workplace Three principles –Respect –Courtesy –Common sense

31. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 31 Communication Technology Keep technology in perspective Use tools wisely Reconnect with people frequently