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Understanding

Business
Communication in
Todays Workplace

Copyright 2010 Pearson Education, Inc.

Chapter 1 - 1

Global Communication
Internal audiences
External audiences

Copyright 2010 Pearson Education, Inc.

Chapter 1 - 2

Communication Benefits

Faster problem solving


Stronger decision making
Increased productivity
Steadier work flow

Copyright 2010 Pearson Education, Inc.

Chapter 1 - 3

Communication Benefits
Stronger business relationships
More compelling promotional images
Enhanced professional images and
stronger brands
Improved response from important
audiences

Copyright 2010 Pearson Education, Inc.

Chapter 1 - 4

Effective Communication
Practical information
Facts rather than impressions
Concise, efficient writing
Clear expectations and responsibilities
Compelling, persuasive arguments and
recommendations
Copyright 2010 Pearson Education, Inc.

Chapter 1 - 5

What Employers Expect

Organizing ideas and information


Expressing ideas and information
Reading and listening effectively
Communicating with diverse groups
Using communication technology

Copyright 2010 Pearson Education, Inc.

Chapter 1 - 6

What Employers Expect

Writing and speaking effectively


Applying business etiquette
Communicating ethically
Obeying regulations and guidelines
Using time productively

Copyright 2010 Pearson Education, Inc.

Chapter 1 - 7

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
Copyright 2010 Pearson Education, Inc.

Chapter 1 - 8

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

Copyright 2010 Pearson Education, Inc.

Chapter 1 - 9

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
Copyright 2010 Pearson Education, Inc.

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Ethical Communication
True in every sense
Includes all relevant information
Not deceptive in any way

Copyright 2010 Pearson Education, Inc.

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Unethical
Communication

Plagiarism
Selective misquoting
Misrepresenting numbers
Distorting visuals

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Recognizing Ethical
Issues
Ethical dilemma
Stakeholders
Conflicting loyalties
Difficult tradeoffs

Ethical lapse
Business pressures
Illegal choices
Unethical choices

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Making Ethical Choices


Ethical individuals
Ethical leadership
Appropriate policies and structures

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Audience-Centered
Approach
Focus on the audience
Care about the audience
Respect the audience

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

What Is Culture?
Culture = Shared System
Beliefs
Attitudes
Values
Expectations
Norms
Symbols
Copyright 2010 Pearson Education, Inc.

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Intercultural Sensitivity

Assume differences
Withhold judgment
Show respect
Tolerate ambiguity
Look beyond the superficial
Recognize your own cultural biases
Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Intercultural Sensitivity

Be flexible
Emphasize common ground
Deal with the individual
Learn when to be direct
Observe and learn
Review travel guidebooks
Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Cultural Differences
Cultural context
Legal and ethical differences
Social customs
Nonverbal communication

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Cultural Context
High context or low context
Decision-making practices
Problem-solving techniques
Negotiating styles

Copyright 2010 Pearson Education, Inc.

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Legal and Ethical Views


Seek mutual ground
Withhold judgment
Send honest messages
Respect differences

Copyright 2010 Pearson Education, Inc.

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Social Customs
Formal and informal rules
Manners
Attitudes toward time
Individual versus community values
Attitudes toward status and wealth
Respect for authority
Copyright 2010 Pearson Education, Inc.

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Nonverbal
Communication
Decoding verbal messages
Interpreting nonverbal signals

Copyright 2010 Pearson Education, Inc.

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Negative Cultural
Attitudes
Ethnocentrism
Xenophobia
Stereotyping

Copyright 2010 Pearson Education, Inc.

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What Is Cultural
Pluralism?
Accepting multiple cultures
Avoid assumptions
Avoid judgments
Acknowledge distinctions

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Written Intercultural
Skills

Use plain English


Be brief
Be clear
Use transitions

Proper addresses
No slang or idioms
Precise numbers
Short paragraphs

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Multicultural Speaking
Skills
Speak clearly and simply
Look for feedback
Rephrase as needed
Clarify your meaning
Do not talk down to others

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Multicultural Speaking
Skills
Learn important phrases
Listen with care and respect
Adapt your conversation style
Check for comprehension
Clarify what will happen next

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Feedback in the
Workplace
Constructive feedback
Process focused
Outcome focused

Destructive feedback
Personal attacks
Unclear guidelines

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Etiquette in the
Workplace
Three principles
Respect
Courtesy
Common sense

Copyright 2010 Pearson Education, Inc.

Chapter 1 -

Communication
Technology
Keep technology in perspective
Use tools wisely
Reconnect with people frequently

Copyright 2010 Pearson Education, Inc.

Chapter 1 -