Ch01 - Foundations of BC

Business Communication
Instructor: Hoang Anh Duy, MBA

Copyright 2008 by Nelson Education Ltd.
1
Chapter 1
Foundations of Business Communication

Student slides
Copyright Business by Nelson Education Ltd. 2008 Communication

Krizan, Merrier, Logan, & Williams
Ch 1 - 2
Learning Objective 1
Why is business communication important to individuals and organizations?
Student slides Copyright 2008 by Nelson Education Ltd. Ch 1 - 3
Business Communication is Important to Enhance your self-esteem Become an effective employee Advance in your career Positively affect an organizations success
Student slides Copyright Businessby Nelson Education Ltd. Ch 1 - 4 2008 Communication

List and explain the goals of business communication.

Goals of Business Communication

Receiver understanding message interpreted as sender meant it to be Receiver response receiver responds to the message Favorable relationship people involved relate to each other positively, personally, and professionally Organizational goodwill the receiver has confidence in the organization and is willing to continue the business relationship
Describe the patterns of business communication.

Patterns of Business Communication
Internal or external Formal or informal Work related or personal

More Patterns of Business Communication

Vertical (upward or downward) or horizontal Network Serial Grapevine

Business Communication
The Medium
Value
To Whom?
To Whom
E-mail communication:
Does it need to adhere to normal rules of spelling, punctuation and grammar? Is it appropriate to use text speak?
Is this OK 4U or is txt 1 stp 2fr?
Are there different rules for different situations? How do you know what the receiver expects? What damage can be caused by inappropriate e-mail messages?
Type
Type of message may be an important factor in determining the medium, content, approach, etc. Good news? Bad news? Information? Instruction? Each of the above may require a different approach and a different medium. Copyright 2008 by Nelson Education Ltd.
The Message
Role of ICT
Role of ICT
ICT has brought many advantages but also has its limitations:
It enables speedy communication It can be cheap and save on costs (e.g. videoconferencing) It can be expensive in hardware requirements It can seem impersonal It can be abused
Barriers
Explain the communication process.
Student Copyright Businessby Nelson Education Ltd. Ch 1 slides 2008 Communication - 20

Communication Process
The communication environment includes the sender, the message, the receiver, feedback, and communication barriers.
Identify communication barriers and describe ways to remove them.

Communication Barriers
Poor word choice Incorrect grammar, sentence structure, punctuation, and spelling Wrong message type Poor message appearance
More Communication Barriers
Poor appearance of the sender Distracting environmental factors Receivers capability Ineffective listening skills

Remove Communication Barriers
To remove communication barriers, analyze the receiver and use the you-viewpoint in your messages.

Chapter 1
Todays Communication Challenges
Ch. 1-26
The Changing World of Work

Creative communication technologies Fewer levels of management More involvement in management Increased emphasis on self-directed work and project teams More global competition New work environments
Ch. 1-27
The Process of Communication

Feedback travels to sender
Sender forms idea
Sender encodes message
Channel carries message
Receiver decodes message
Possible additional feedback travels to receiver
Ch. 1-28
The Process of Communication

How may the sender encode a message? What kinds of channels carry messages? How does a receiver decode a message? When is communication successful? How can a communicator encourage feedback? Words or gestures. Computer, telephone, fax, Blackberry, traditional mail, blog. Hearing, reading, observing. When a receiver understands the meaning intended by the sender. Ask for feedback. Time of delivery. Amount of information.
Ch. 1-29
Barriers to Effective Listening
Physical barriershearing impairments, noisy surroundings Personal barriersideas do not agree with our fixed thoughts Language problemsunfamiliar words, thick accent or pronunciation mistakes Nonverbal distractionsclothing, mannerisms, appearance
Ch. 1-30
Barriers to Effective Listening
Thought speedwe process thoughts faster than speakers express them Faking attentionpretending to listen Seeking attentiontalking all the time or just waiting for the next pause
Ch. 1-31
Tips for Becoming an Active Listener

Stop talking. Control your surroundings. Accept information willingly. Keep an open mind. Listen for main points. Listen for nonverbal clues. Judge ideas, not appearances. Be patient. Take selective notes. Provide feedback. Copyright 2008 by Nelson Education Ltd.
Ch. 1-32
Tips for Becoming an Active Listener
Ch. 1-33
Nonverbal Communication
The eyes, face, and body send silent messages.

Eye contact Facial expression Posture and gestures
Appearance sends silent messages.

Appearance of business documents Appearance of people
Ch. 1-34
Nonverbal Communication
Time, space, and territory send silent messages.

Time (structure and use of) Space (arrangement of furniture in) Territory (privacy zones)
Ch. 1-35
Tips for Improving Your Nonverbal Skills

Establish and maintain eye contact. Use posture to show interest. Improve your decoding skills. Search for more information. Associate with people from diverse cultures. Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family. Copyright 2008 by Nelson Education Ltd.
Ch. 1-36
Culture and Communication

Good communication demands special sensitivity and skills when communicators are from different cultures.
Ch. 1-37

Key North American Beliefs:
Informality
Less emphasis on rituals, ceremonies, rank; preference for casual dress, direct business dealings
Communication style
Straightforward, literal, uncomfortable with silence
Time orientation
Precious, equates with productivity and money
Ch. 1-38

Understanding and accepting people from other cultures is often difficult because of: Ethnocentrism
belief in the superiority of ones own culture
Stereotype
an oversimplified behavioural pattern applied to an entire group
Ch. 1-39
Overcome misunderstanding by developing tolerance.

Practise empathy. Try to see the world through anothers eyes. Accept others contributions in solving problems.
Ch. 1-40
Four Fundamental Patterns of Cultural Difference
What is different?
1. Communication Styles
What is hidden below the surface?
1. Beliefs 2. Values 3. Expectations 4. Attitudes
Cross Culture Communication
Intercultural Communication is the process of sending and receiving messages between people whose cultural background could lead them to interpret verbal and nonverbal signs differently. Copyright 2008 by Nelson Education Ltd.
Why Cross Culture

Communication is important ?
Globalization: Cross border movement of people, goods and data brings more and more cultures into contact with one another and increases the potential of cross culture communication.
Business Opportunities Job Opportunities Improves the contribution of employees in a diverse workforce Sharing of views and ideas Talent improvisation An understanding of diverse market
High Context and Low Context Cultures

High Context Culture:- Cultures that rely heavily on nonverbal and subtle situational cues in communication. Low Context Culture:- Cultures that rely heavily on words to convey meaning in communication.
Non-Verbal Communication Differences
Case In Point : Eye Contact
In some cultures, looking people in the eye is assumed to indicate honesty and straightforwardness; in others it is seen as challenging and rude.
In USA, the cheapest, most effective way to connect with people is to look them into the eye.
"Most people in Arab culture share a great deal of eye contact and may regard too little as disrespectful.
In English culture, a certain amount of eye contact is required, but too much makes many people uncomfortable.
In South Asian and many other cultures direct eye contact is generally regarded as aggressive and rude.
Case in Point : Gesture
Gestures
A motion of the hands, head or body to emphasize an idea or emotion. How can a Gestures distort the message..
Perfect! OK! Zero! Rubbish! Worthless! Copyright 2008 by Nelson Education Ltd.
USA=OK
JAPAN=MONEY
RUSSIA=ZERO
BRAZIL=INSULT
How can the same Gestures be treated differently in different cultures
Gestures Around the World
Western Brazil
- Do you have a telephone ?
- Cuckold (Your wife is cheating to you)
USA - Sign for the Texas Long Horns Copyright 2008 by Nelson Education Ltd.
DEVELOPING CROSS CULTURAL COMMUNICATION SKILLS
"Tact is the ability to describe others as they see themselves.
Abraham Lincoln
Skills To Overcome Differences
Respecting Differences and Working Together

Building Trust Across Cultural Boundaries

Skills To Overcome Differences Understanding Body Language
United States of America Americans tend to refrain from greetings that involve hugging and other close physical contact. When sitting, U.S. citizens often look very relaxed. They may sometimes sit with the ankle of one leg on their knee. Arab Countries The left hand is considered unclean in the Arab countries. When sitting, keep both feet on the ground. The "thumbs up" sign is offensive throughout the Arab world.
South Korea
Bows are used for expressing appreciation, making apologies and requests, as well as for greetings and farewells. When the Japanese want to give the impression that they are in deep thought, they will sometimes fold their arms.
Connecting with people

Business Attire
Selecting and Presenting Business Copyright 2008 by Nelson Education Ltd. Gifts
Unwrapping gifts: Saudi Arabia - Gifts are opened in private.
USA - Gifts are opened in public

Appreciated Gifts: Indonesia - Gifts, such as tokens memento of your country or your company logo Turkey - Wine or liquor if you are sure your hosts drink alcohol, Candy, pastries & Roses, Glassware, such as a vase, goblet, or decanter make prized gifts Gifts to avoid: UAE - Alcohol / perfumes containing alcohol and pork and pigskin products to be avoided China - Do not give anything in sets of four or gifts that carry the association of death, funerals such as clocks, cut flowers, white objects.
How do you do it?

The handshake should be firm.
While shaking hands establish eye contact and always smile The person who initiates the handshake is the one who
closes it.
Welcome Topics & Topics to Avoid Copyright 2008 by Nelson Education Ltd. during Conversation
Welcome Topics of Conversation:
Indonesia: Family, travel/tourism, sports, praising the local

cuisine, future plans and success of the group or organization
Germany: Sports--particularly soccer, tennis, current events,

politics, among those who imbibe, beer is often a good topic of conversation
Topics to Avoid: Indonesia: Politics, corruption, criticism of Indonesian ways, commenting on Indonesian customs that you find peculiar, religion Saudi Arabia: Middle Eastern politics and International oil politics, Israel, criticizing or questioning Islamic beliefs, women/ inquiries or complimentary remarks about the female family members of your Saudi associates South Korea: Korean politics/local politics, The Korean War, Socialism and Communism, Japan and your contacts in Japan, your host's wife, Personal family matters
Germany: World War II, personal questions,
TEN Pre-cautions in Cultural Communication
1.
2. 3.
Slow Down
Separate Questions Avoid Negative Questions
4.
5. 6. 7. 8. 9. 10.
Take Turns
Write it down Be Supportive Check Meanings Avoid Slangs Watch the humour Copyright 2008 by Nelson Education Ltd. Maintain Etiquette
Faster Rapport Building
Improving Communication With Cross-Cultural Audiences
Conversation
Use simple English. Speak slowly and enunciate clearly. Encourage accurate feedback. Check frequently for comprehension. Observe eye messages.
Ch. 1-70

Conversation (continued)
Accept blame. Listen without interrupting. Remember to smile. Follow up in writing.
Ch. 1-71
Written communication
Adopt local formats. Consider hiring a translator. Use short sentences and short paragraphs. Avoid unclear wording. Cite numbers carefully.
Ch. 1-72
Effective Communication With Diverse Workplace Audiences
Understand the value of differences. Dont expect sameness. Create zero tolerance for bias and stereotypes. Practise focused, thoughtful, and openminded listening. Invite, use, and give feedback.
Ch. 1-73
Effective Communication With Diverse Workplace Audiences
Make fewer assumptions. Learn about your cultural self. Seek common ground.
Ch. 1-74

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Business Communication

Instructor: Hoang Anh Duy, MBA

Foundations of Business Communication

Copyright Business by Nelson Education Ltd. 2008 Communication

Student slides Copyright 2008 by Nelson Education Ltd. Ch 1 - 3

Student slides Copyright Businessby Nelson Education Ltd. Ch 1 - 4 2008 Communication

Student slides Copyright Businessby Nelson Education Ltd. Ch 1 - 5 2008 Communication

Goals of Business Communication

Student slides Copyright Businessby Nelson Education Ltd. Ch 1 - 7 2008 Communication

Patterns of Business Communication

Internal or external Formal or informal Work related or personal

More Patterns of Business Communication

Student slides Copyright Businessby Nelson Education Ltd. Ch 1 - 9 2008 Communication

Copyright 2008 by Nelson Education Ltd.

Copyright 2008 by Nelson Education Ltd.

Copyright 2008 by Nelson Education Ltd.

Copyright 2008 by Nelson Education Ltd.

Copyright 2008 by Nelson Education Ltd.

Copyright 2008 by Nelson Education Ltd.

Copyright 2008 by Nelson Education Ltd.

Copyright 2008 by Nelson Education Ltd.

Student Copyright Businessby Nelson Education Ltd. Ch 1 slides 2008 Communication - 20

Student Copyright Businessby Nelson Education Ltd. Ch 1 slides 2008 Communication - 22

More Communication Barriers

Student Copyright Businessby Nelson Education Ltd. Ch 1 slides 2008 Communication - 24

Remove Communication Barriers

Student Copyright Businessby Nelson Education Ltd. Ch 1 slides 2008 Communication - 25

Todays Communication Challenges

Copyright 2008 by Nelson Education Ltd.

The Changing World of Work

The Process of Communication

Sender forms idea

Sender encodes message

Channel carries message

Receiver decodes message

Possible additional feedback travels to receiver

Copyright 2008 by Nelson Education Ltd.

The Process of Communication

Copyright 2008 by Nelson Education Ltd.

Barriers to Effective Listening

Barriers to Effective Listening

Copyright 2008 by Nelson Education Ltd.

Tips for Becoming an Active Listener

Tips for Becoming an Active Listener

Copyright 2008 by Nelson Education Ltd.

The eyes, face, and body send silent messages.

Appearance sends silent messages.

Time, space, and territory send silent messages.

Copyright 2008 by Nelson Education Ltd.

Tips for Improving Your Nonverbal Skills

Culture and Communication

Copyright 2008 by Nelson Education Ltd.

Culture and Communication

Copyright 2008 by Nelson Education Ltd.

Culture and Communication

Culture and Communication

Overcome misunderstanding by developing tolerance.

Copyright 2008 by Nelson Education Ltd.

Four Fundamental Patterns of Cultural Difference

What is hidden below the surface?

1. Beliefs 2. Values 3. Expectations 4. Attitudes

Copyright 2008 by Nelson Education Ltd.