chapter 8 1 interpersonal communication. learning objectives 2 1. improving listening skills 2....
TRANSCRIPT
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Chapter 81
Interpersonal Communication
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Learning Objectives2
1. Improving listening skills2. Improving nonverbal communication3. Developing business etiquette4. Discuss intercultural communication
5. Define culture and cultural bias
6. Improve intercultural communication
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IMPROVING YOUR LISTENING SKILLS
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Types of Listening4
Active
Content Critical
Empathic
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The Listening Process5
1. Receiving
2. Decoding
3. Remembering
4. Evaluating
5. Responding
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Interrupting speakers Creating distractions
Selective listening Selective perception
Language/experience Memory issues
Barriers to Listening6
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Summary of Discussion7
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IMPROVING YOUR NONVERBAL COMMUNICATION SKILLS
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Nonverbal Categories9
Facial expressions Gestures and posture
Vocal characteristics Personal appearance
Touching behavior Time and space
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Effective Nonverbal Communication10
• Talking
• Not Talking
• Listening
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Summary of Discussion11
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DEVELOPING YOUR BUSINESS ETIQUETTE
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In the Workplace13
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Diversity Issues
Communicating in a World of Diversity
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Learning Objectives1. Discuss intercultural communication
2. Define culture and cultural bias
3. Explore cultural differences
4. Learn to adapt to any business culture
5. Improve intercultural communication
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Understanding the Opportunities and Challenges of Communicating in a Diverse
World
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Opportunities in a Global Marketplace
• Growth• Revenues• Competition
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Advantages of Diversity
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Communication Issues
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Summary of Discussion
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DEVELOPING CULTURAL COMPETENCY
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Concept of Culture
• Automatic• Coherent• Complete
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Negative Attitudes
• Ethnocentrism• Xenophobia• Stereotyping
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Cultural Pluralism
• Assumptions• Judgments• Distinctions
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Summary of Discussion
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RECOGNIZING VARIATIONS IN A DIVERSE WORLD
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Cultural Context
High context Low context27
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Legalities and Ethics
Seek mutualground
Withhold judgment
Send honestmessages
Respect culturaldifferences
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Social Differences• Attitudes about work and success
• Concepts of roles and status
• The use of manners
• Concepts of time
• Orientation toward the future
• Openness and inclusiveness
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Nonverbal Differences
Senders
Receivers
Nonverbalsignals
Culturalcontext
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Age Differences
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Gender Differences
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Religious Differences
Personal beliefs
Workplace issues
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Ability Differences
Assistive technologies
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Summary of Discussion
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ADAPTING TO OTHER BUSINESS CULTURES
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Adapting to Any Business Culture
Personal biases
The “Golden Rule”
Tolerance, flexibility, and respect
Patience and a sense of humor
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Adapting to U.S. Business Culture
Individualism Equality
Privacy and personal space
Time schedules
ReligionCommunication
style
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Summary of Discussion
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IMPROVING INTERCULTURAL COMMUNICATION SKILLS
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Studying Other Cultures
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Studying Other Languages
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Respecting Communication Styles
and Preferences
• Directness• Formality• Media
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Writing Clearly
Word choice
Transitional elements
Numbers and dates
Popular culture
Conciseness
International addresses
Slang, jargon, or idioms
Audience expectations
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Intercultural Conversations
Speaking and listening45
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Translators or Interpreters
Written communication
Spokencommunication
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Help Others Adapt
Expedite communication47
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Summary of Discussion
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