Understanding Business Communication in Todays Workplace

Prentice Hall, 2004

Business Communication Essentials

Chapter 1 - 1

Improved Improved Stakeholder Stakeholder Response Response

Quicker Quicker Problem Problem Solving Solving

Stronger Stronger Decision Decision Making Making

Enhanced Enhanced Professional Professional Image Image

Effective Effective Communication Communication

Increased Increased Productivity Productivity

Clearer Clearer Promotional Promotional Materials Materials

Prentice Hall, 2004

Stronger Stronger Business Business Relationships Relationships

Business Communication Essentials

Steadier Steadier Work Flow Work Flow

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 6: Receiver Sends Feedback

Phase 2: Sender Encodes Idea

Phase 5: Receiver Decodes Message

Phase 3: Sender Transmits Message

Prentice Hall, 2004

Six-Phase Process
Situation
Business Communication Essentials

Phase 4: Receiver Gets Message

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 Alternatives

Choice Choice

Unclear Unclear

Ambiguous Ambiguous

Illegal Illegal

Unethical Unethical

Prentice Hall, 2004

Business Communication Essentials

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 Context Ethics Ethics

Social Social Customs Customs

Prentice Hall, 2004

Nonverbal Nonverbal Communication Communication

Chapter 1 - 10

Business Communication Essentials

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

Roles Roles
Formal Formal

Manners Manners Time Time

Informal

Status Status

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 Write short paragraphs

Prentice Hall, 2004

Business Communication Essentials

Chapter 1 - 16

Written Intercultural Skills

Be brief Use transitions Use proper addresses Cite numbers carefully

Prentice Hall, 2004

Business Communication Essentials

Chapter 1 - 17

Oral Intercultural Skills

Minimize Noise Obtain Feedback Speak Slowly

Clarify Intent
Prentice Hall, 2004

Do Not Talk Down

Business Communication Essentials

Be Accurate
Chapter 1 - 18

Oral Intercultural Skills

Learn Foreign Phrases Listen Carefully Adapt Your Style

Check for Clarify the Understanding Next Step

Prentice Hall, 2004 Business Communication Essentials

Watch Body Language

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