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 Problem Solving Business Relationships Decision Making Promotional Messages Productivity Images and Brands Work Flow Audience Response Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3
Effective Communication Practical Concise Factual Clear Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Persuasive 4
What Employers Expect ü Organizing ideas and information ü Expressing ideas and information ü Reading and listening effectively ü Communicating with diverse groups ü Using communication technology Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 5
What Employers Expect ü Writing and speaking effectively ü Applying business etiquette ü Communicating ethically ü Obeying regulations and guidelines ü Using time productively Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 6
Communication Process 1 Sender Has an Idea 8 Audience Sends Feedback 2 Sender Produces Message Audience Reacts to Message 6 Sender Encodes the Idea 3 7 Audience Decodes Message 4 Sender Transmits Message Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 5 Audience Receives Message 7
Communication Skills Ethical Communication Constructive Feedback Audience-Centered Approach Business Etiquette Intercultural Sensitivity Technology Skills Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 8
Ethical Communication üTrue in Every Sense üIncludes Relevant Information üNot Deceptive in Any Way Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 9
Unethical Communication Unethical Practices Plagiarism Selective Misquoting Falsifying Numbers Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Distorting Visuals 10
Recognizing Ethical Issues Ethical Dilemma Ethical Lapse Stakeholders Business Pressures Conflicting Loyalties Illegal Choices Difficult Tradeoffs Unethical Choices Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 11
Making Ethical Choices Individual Employees Code of Ethics Corporate Management Policies and Structures Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 12
Audience-Centered Approach Focus on the Audience Care About the Audience Respect the Audience Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 13
What Is Culture? Symbols Beliefs Culture Is A Shared System Values Thought Patterns Norms Behaviors Communication Attitudes Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Expectations 14
Intercultural Sensitivity Assume Differences Tolerate Ambiguity Withhold Judgment Look Past the Surface Show Respect Note Cultural Biases Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 15
Intercultural Sensitivity Remain Flexible Learn When to be Direct Seek Common Ground Observe and Learn Deal with Individuals Review Travel Books Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 16
Cultural Differences Contextual Issues Law and Ethics Social Customs Nonverbal Communication Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 17
Cultural Context High Context Decision-Making Practices High Context Problem-Solving Methods Low Context Negotiating Styles Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Low Context 18
Legal and Ethical Views Seek Mutual Ground Withhold Judgment Respect Differences Send Honest Messages Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 19
Social Customs Formal Rules Behavior Manners Concept of Time Informal Rules Status and Wealth System of Values Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Respect for Authority 20
Nonverbal Communication Process Decoding Verbal Messages Interpreting Nonverbal Signals Cultural Context Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 21
Negative Cultural Attitudes Ethnocentrism Xenophobia Stereotyping Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 22
What Is Cultural Pluralism? Avoid Assumptions Accepting Multiple Cultures Avoid Judgments Admit Distinctions Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 23
Written Intercultural Skills üUse Plain English üStrive for Clarity üUse Proper Addresses üCite Numbers Carefully Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 24
Written Intercultural Skills üStrive for Brevity üUse Transitions üAvoid Slang and Idioms üKeep Paragraphs Short Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 25
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 26
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 27
Feedback in the Workplace Constructive Feedback Destructive Feedback Process Focused Personal Attacks Outcome Focused Unclear Guidelines Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 28
Etiquette in the Workplace Respect Courtesy Common Sense Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 29
Communication Technology Maintain Perspective Use Tools Wisely Connect with People Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 30
- Slides: 30