Chapter 1 Understanding Business Communication in Todays Workplace

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

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

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

For Your Company • Marketplace Ties • Conversations and Trends • Production and Problems

For Your Company • Timely Information • Decision-Making • Marketing Messages • Employee Engagement

Effective Communication Practical Factual Concise Efficient Clear Persuasive Copyright © 2014 Pearson Education, Inc.

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

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

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

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

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

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

Organizational Context Communication Channels Company Policies Organizational Structure Personal Relationships Copyright © 2014 Pearson

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

Business Etiquette • Respect • Courtesy • Common Sense Copyright © 2014 Pearson Education,

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

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

Communication Process 1. Sender has an idea 2. Sender encodes the idea 3. Sender

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

Communication Models Business Communication 1. 0 Business Communication 2. 0 “We talk, you listen”

Business Communication 2. 0 Model Traditiona l Approach Strategi c Plans Hybrid Method Policies Copyright © 2014 Pearson Education, Inc. Custom er Support Social Media Approach Project Updates Chapter 1 - 23

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

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

Unethical Messages • Plagiarism • Omission • Misquoting • Distortion • Privacy Copyright ©

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

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

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

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

Workforce Diversity Advantages Challenges • Ideas and Views • Perceptions • Diverse Markets •

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

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

Legalities and Ethics Seek Mutual Ground Withhold Judgment Send Honest Messages Respect Cultural Differences

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

Nonverbal Signals Communication Process Decoding Messages Interpreting Messages Cultural Context Copyright © 2014 Pearson

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

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

Religious Differences Personal Beliefs Copyright © 2014 Pearson Education, Inc. Workplace Issues Chapter 1

Ability Differences • Respect • Sensitivity • Technology Copyright © 2014 Pearson Education, Inc.

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

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

Intercultural Writing Plain Language Obvious Words Clarity Numbers Slang & Jargon Brevity Short Paragraphs

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

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