Understanding Business Communication in Todays Workplace Prentice Hall

Understanding Business Communication in Today’s Workplace © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 1

Improved Stakeholder Response Quicker Problem Solving Stronger Decision Making Enhanced Professional Image Effective Communication Increased Productivity Clearer Promotional Materials Stronger Business Relationships Steadier Work Flow © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 2

The Changing Workplace • Advancing technology • The information age • Globalization • Workforce diversity • Team-based organizations © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 3

The Communication Process Phase 1: Sender Has an Idea Channel And Medium Phase 2: Sender Encodes Idea Phase 3: Sender Transmits Message Phase 6: Receiver Sends Feedback Phase 5: Receiver Decodes Message Six-Phase Process Phase 4: Receiver Gets Message Situation © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 4

Improving Business Communication • Commit to ethical communication • Adopt an audience-centered approach • Develop intercultural sensitivity • Improve workplace sensitivity © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 5

Committing to Ethical Communication Ethical Dilemma Ethical Lapse Alternatives Choice Unclear © Prentice Hall, 2004 Ambiguous Illegal Business Communication Essentials Unethical Chapter 1 - 6

Making Ethical Choices • Is this message legal? • Is this message balanced? • Can you live with this message? • Is this message feasible? © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 7

Audience-Centered Communication Biases Education Age Status Style © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 8

Improving Intercultural Sensitivity • Recognize cultural differences • Overcome ethnocentrism • Polish written intercultural skills • Develop oral communication skills © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 9

Recognizing Cultural Differences Context Ethics Social Customs Nonverbal Communication © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 10

Cultural Context High Context Decision-Making Practices High Context Problem-Solving Styles Low Context © Prentice Hall, 2004 Negotiating Patterns Business Communication Essentials Low Context Chapter 1 - 11

Legal and Ethical Behavior Seek Mutual Ground Withhold Judgment Send Honest Messages Respect Cultural Differences © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 12

Social Customs Informal Manners Status Formal Roles Time Informal © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 13

Nonverbal Communication Body Language Personal Space © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 14

Overcoming Ethnocentrism • Accept Distinctions • Avoid Assumptions • Avoid Judgments © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 15

Written Intercultural Skills • Use plain English • Be clear • Avoid slang and idioms © Prentice Hall, 2004 • Write short Business Communication Essentials Chapter 1 - 16

Written Intercultural Skills • Be brief • Use transitions • Use proper addresses © Prentice Hall, 2004 • Cite numbers Business Communication Essentials Chapter 1 - 17

Oral Intercultural Skills Minimize Noise Obtain Feedback Speak Slowly Clarify Intent Do Not Talk Down Be Accurate © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 18

Oral Intercultural Skills Learn Foreign Phrases Listen Carefully Adapt Your Style Check for Understanding Clarify the Next Step Watch Body Language © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 19

Improving Workplace Sensitivity • Assume differences • Take responsibility • Withhold judgment • Be respectful • Show empathy • Tolerate ambiguity © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 20

Improving Workplace Sensitivity • Look past the superficial • Be patient • Be persistent • Admit cultural biases • Stay flexible © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 21

Improving Workplace Sensitivity • Find common ground • Send clear messages • Deal with individuals • Learn when to be direct • Test your understanding © Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 22