Transcript Chapter 1

Chapter 1
Understanding Business
Communication in Today’s
Workplace
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 2
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
•Financial Outcomes
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 6
For Your Company
•Timely Information
•Decision-Making
•Marketing Messages
•Employee Engagement
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 7
Effective Communication
Practical
Factual
Concise
Efficient
Clear
Persuasive
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 8
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 Education, Inc.
Chapter 1 - 15
Center on the Audience
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 16
Business Etiquette
•Respect
•Courtesy
•Common Sense
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 17
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 produces the message
4. Sender transmits the message
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 20
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”
“Let’s have a conversation”
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 22
Business Communication
2.0 Model
Hybrid
Method
Traditional
Approach
Strategic
Plans
Policies
Copyright © 2014 Pearson Education, Inc.
Customer
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 © 2014 Pearson Education, Inc.
Chapter 1 - 26
Ethical Questions
•Dilemmas
•Lapses
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 27
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 - 30
Workforce Diversity
Advantages
Challenges
•Ideas and Views
•Perceptions
•Diverse Markets
•Responses
•Employee Talents •Communication
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 31
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
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 34
Social Customs
Formal Rules
Copyright © 2014 Pearson Education, Inc.
Informal Rules
Chapter 1 - 35
Nonverbal Signals
Communication Process
Decoding
Messages
Interpreting
Messages
Cultural Context
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 36
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 - 39
Ability Differences
•Respect
•Sensitivity
•Technology
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 40
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
Transitions
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 43
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
Summary of Discussion
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 46
Using Communication
Technology Effectively
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 47
Using Technology
Maintain
Perspective
Be Productive
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 48
Using Technology
Stop Information
Overload
Reconnect
with People
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 49
Summary of Discussion
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 50
Understanding Business
Communication in Today’s
Workplace
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 51
Copyright © 2014 Pearson Education, Inc.
Chapter 1 - 52