Understanding Business Communication in Todays Workplace Copyright 2010

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

Global Communication • Internal audiences • External audiences Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 2

Communication Benefits • • Faster problem solving Stronger decision making Increased productivity Steadier work flow Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 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. publishing as Prentice Hall 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. publishing as Prentice Hall 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. publishing as Prentice Hall 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. publishing as Prentice Hall 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. publishing as Prentice Hall 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. publishing as Prentice Hall 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. publishing as Prentice Hall 10

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

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

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

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

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

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

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

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. publishing as Prentice Hall 18

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

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

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

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. publishing as Prentice Hall 22

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

Negative Cultural Attitudes • Ethnocentrism • Xenophobia • Stereotyping Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 24

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

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. publishing as Prentice Hall 26

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. publishing as Prentice Hall 27

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. publishing as Prentice Hall 28

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

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

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