Transcript Understanding Business Communication in Today's Workplace

Understanding Business
Communication in
Today’s Workplace
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 1
Global Communication
Internal Audiences
External Audiences
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Chapter 1 - 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
Chapter 1 - 3
Effective Communication
Practical
Concise
Factual
Clear
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Persuasive
Chapter 1 - 4
What Employers Expect
Organizing ideas and information
Expressing ideas and information
Reading and listening effectively
Communicating with diverse groups
Using communication technology
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Chapter 1 - 5
What Employers Expect
Writing and speaking effectively
Applying business etiquette
Communicating ethically
Obeying regulations and guidelines
Using time productively
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Chapter 1 - 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
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5
Audience
Receives Message
Chapter 1 - 7
Communication Skills
Ethical Communication
Constructive Feedback
Audience-Centered
Approach
Business Etiquette
Intercultural Sensitivity
Technology Skills
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Chapter 1 - 8
Ethical Communication
True in Every Sense
Includes Relevant Information
Not Deceptive in Any Way
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Chapter 1 - 9
Unethical Communication
Unethical Practices
Plagiarism
Selective
Misquoting
Falsifying
Numbers
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Distorting
Visuals
Chapter 1 - 10
Recognizing Ethical Issues
Ethical Dilemma
Ethical Lapse
Stakeholders
Business Pressures
Conflicting Loyalties
Illegal Choices
Difficult Tradeoffs
Unethical Choices
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Chapter 1 - 11
Making Ethical Choices
Individual
Employees
Code of Ethics
Corporate
Management
Policies and Structures
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Chapter 1 - 12
Audience-Centered Approach
Focus on the Audience
Care About the Audience
Respect the Audience
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Chapter 1 - 13
What Is Culture?
Symbols
Beliefs
Culture Is A Shared System
Thought Patterns
Values
Norms
Behaviors
Communication
Attitudes
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Expectations
Chapter 1 - 14
Intercultural Sensitivity
Assume Differences
Tolerate Ambiguity
Withhold Judgment
Look Past the Surface
Show Respect
Note Cultural Biases
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Chapter 1 - 15
Intercultural Sensitivity
Remain Flexible
Learn When to be Direct
Seek Common Ground
Observe and Learn
Deal with Individuals
Review Travel Books
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Chapter 1 - 16
Cultural Differences
Contextual Issues
Law and Ethics
Social Customs
Nonverbal
Communication
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Chapter 1 - 17
Cultural Context
High
Context
Decision-Making Practices
High
Context
Problem-Solving Methods
Low
Context
Negotiating Styles
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Low
Context
Chapter 1 - 18
Legal and Ethical Views
Seek Mutual Ground
Withhold Judgment
Respect Differences
Send Honest Messages
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Chapter 1 - 19
Social Customs
Formal
Rules
Behavior
Manners
Concept of
Time
Informal
Rules
Status
and Wealth
System of
Values
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Respect for
Authority
Chapter 1 - 20
Nonverbal Communication
Communication Process
Decoding
Verbal Messages
Interpreting
Nonverbal Signals
Cultural Context
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Chapter 1 - 21
Negative Cultural Attitudes
Ethnocentrism
Xenophobia
Stereotyping
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Chapter 1 - 22
What Is Cultural Pluralism?
Avoid Assumptions
Accepting
Multiple Cultures
Avoid Judgments
Admit Distinctions
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Chapter 1 - 23
Written Intercultural Skills
Use Plain English
Strive for Clarity
Use Proper Addresses
Cite Numbers Carefully
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Chapter 1 - 24
Written Intercultural Skills
Strive for Brevity
Use Transitions
Avoid Slang and Idioms
Keep Paragraphs Short
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Chapter 1 - 25
Multicultural Speaking Skills
• Speak clearly and simply
• Look for feedback
• Rephrase as needed
• Clarify your meaning
• Do not “talk down” to others
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Chapter 1 - 26
Multicultural Speaking Skills
• Learn important phrases
• Listen with care and respect
• Adapt your conversation style
• Check for comprehension
• Clarify what will happen next
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Chapter 1 - 27
Feedback in the Workplace
Constructive
Feedback
Destructive
Feedback
Process Focused
Personal Attacks
Outcome Focused
Unclear Guidelines
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Chapter 1 - 28
Etiquette in the Workplace
Respect
Courtesy
Common Sense
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Chapter 1 - 29
Communication Technology
Maintain Perspective
Use Tools Wisely
Connect with People
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Chapter 1 - 30