© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 1
Understanding Understanding Business Business
Communication in Communication in Today’s WorkplaceToday’s Workplace
Understanding Understanding Business Business
Communication in Communication in Today’s WorkplaceToday’s Workplace
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 2
DecisionDecisionMakingMaking
DecisionDecisionMakingMaking
StakeholderStakeholderResponseResponse
StakeholderStakeholderResponseResponse
PromotionalPromotionalMaterialsMaterials
PromotionalPromotionalMaterialsMaterials Work FlowWork FlowWork FlowWork Flow
ProductivityProductivityProductivityProductivityProfessionalProfessionalImageImage
ProfessionalProfessionalImageImage
ProblemProblemSolvingSolving
ProblemProblemSolvingSolving
BusinessBusinessRelationshipsRelationships
BusinessBusinessRelationshipsRelationships
Effective Effective CommunicationCommunication
Effective Effective CommunicationCommunication
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 3
Today’s Dynamic Today’s Dynamic WorkplaceWorkplace
Advances inTechnologyAdvances inTechnology
The Age ofInformationThe Age ofInformation
Globalizationand DiversityGlobalizationand Diversity
Team-BasedOrganizationsTeam-BasedOrganizations
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 4
The Communication The Communication ProcessProcess
Step 2
SenderEncodes Idea
Step 2
SenderEncodes Idea
Step 3
SenderTransmits Message
Step 3
SenderTransmits Message
Step 4
ReceiverGets Message
Step 4
ReceiverGets Message
Step 5
ReceiverDecodes Message
Step 5
ReceiverDecodes Message
Step 1
Sender Has An Idea
Step 1
Sender Has An Idea
Step 6
Receiver Sends Feedback
Step 6
Receiver Sends Feedback
Feedback also needs to be encoded, transmitted, and decoded
Channel
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 5
Building Business Building Business Communication SkillsCommunication Skills
InterculturalInterculturalSensitivitySensitivity
InterculturalInterculturalSensitivitySensitivity
WorkplaceWorkplaceSensitivitySensitivity
WorkplaceWorkplaceSensitivitySensitivity
CommunicationCommunicationTechnologyTechnology
CommunicationCommunicationTechnologyTechnology
EthicalEthicalConsiderationsConsiderations
EthicalEthicalConsiderationsConsiderations
Audience-CenteredAudience-CenteredApproachApproach
Audience-CenteredAudience-CenteredApproachApproach
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 6
Committing to EthicalCommitting to EthicalCommunicationCommunication
Unethical PracticesUnethical PracticesUnethical PracticesUnethical Practices
PlagiarismPlagiarismPlagiarismPlagiarism SelectiveSelectiveMisquotingMisquoting
SelectiveSelectiveMisquotingMisquoting
MisinterpretingMisinterpretingNumbersNumbers
MisinterpretingMisinterpretingNumbersNumbers
DistortingDistortingVisualsVisuals
DistortingDistortingVisualsVisuals
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 7
Recognizing Ethical Recognizing Ethical ChoicesChoices
Ethical DilemmaEthical DilemmaEthical DilemmaEthical Dilemma
StakeholdersStakeholdersStakeholdersStakeholders
Conflicting LoyaltiesConflicting LoyaltiesConflicting LoyaltiesConflicting Loyalties
Difficult TradeoffsDifficult TradeoffsDifficult TradeoffsDifficult Tradeoffs
Ethical LapseEthical LapseEthical LapseEthical Lapse
Business PressuresBusiness PressuresBusiness PressuresBusiness Pressures
Illegal ChoicesIllegal ChoicesIllegal ChoicesIllegal Choices
Unethical ChoicesUnethical ChoicesUnethical ChoicesUnethical Choices
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 8
Making Ethical ChoicesMaking Ethical Choices
Policies and Structures
IndividualEmployees
IndividualEmployees
CorporateManagement
CorporateManagement Code of Ethics
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 9
Audience-Centered Audience-Centered ApproachApproach
Focus on AudienceFocus on Audience
Be RespectfulBe Respectful
Observe EtiquetteObserve Etiquette
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 10
Improving Intercultural Improving Intercultural SensitivitySensitivity
Symbols Attitudes
Beliefs Expectations
Values Norms
Culture Is A Shared SystemCulture Is A Shared System
BehaviorsBehaviors
CommunicationCommunication
Thought PatternsThought Patterns
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 11
Contextual Contextual IssuesIssues
Legal andLegal andEthical IssuesEthical Issues
Cultural DifferencesCultural Differences
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 12
Social CustomsSocial Customs
NonverbalNonverbalCommunicationCommunication
Cultural DifferencesCultural Differences
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 13
Cultural ContextCultural Context
Decision Making PracticesDecision Making Practices
Problem Solving TechniquesProblem Solving Techniques
Negotiating StylesNegotiating Styles
HighHighContextContext
LowLowContextContext
HighHighContextContext
LowLowContextContext
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 14
Legal and Ethical Legal and Ethical BehaviorBehavior
Seek Mutual GroundSeek Mutual Ground
Withhold JudgmentWithhold Judgment
Respect DifferencesRespect Differences
Send Honest MessagesSend Honest Messages
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 15
Social Values and Social Values and CustomsCustoms
Work and SuccessWork and Success
Roles and StatusRoles and Status
Use of MannersUse of Manners
Concept of TimeConcept of Time
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 16
Nonverbal Nonverbal CommunicationCommunication
Style of DressStyle of Dress
GesturesGestures
Facial ExpressionsFacial Expressions
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 17
Negative Cultural Negative Cultural AttitudesAttitudes
EthnocentrismEthnocentrismEthnocentrismEthnocentrism
XenophobiaXenophobiaXenophobiaXenophobia
StereotypingStereotypingStereotypingStereotyping
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 18
Overcoming Overcoming EthnocentrismEthnocentrism
Cultural PluralismCultural Pluralism
Acknowledge DistinctionsAcknowledge DistinctionsAcknowledge DistinctionsAcknowledge Distinctions
Avoid JudgmentsAvoid JudgmentsAvoid JudgmentsAvoid Judgments
Avoid AssumptionsAvoid AssumptionsAvoid AssumptionsAvoid Assumptions
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 19
Written Intercultural Written Intercultural SkillsSkills
Use Plain English
Strive for Clarity
Use Proper Addresses
Cite Numbers Carefully
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 20
Written Intercultural Written Intercultural SkillsSkills
Strive for Brevity
Use Transitions
Avoid Slang and Idioms
Keep Paragraphs Short
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 21
Oral Intercultural SkillsOral Intercultural Skills
Minimize “Noise”
Obtain Feedback
Speak Slowly
Clarify Intent
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 22
Oral Intercultural SkillsOral Intercultural Skills
Don’t Patronize
Use Accurate Language
Learn Foreign Phrases
Listen Carefully
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 23
Oral Intercultural SkillsOral Intercultural Skills
Adapt Your Style
Confirm Understanding
Clarify the Next Step
Watch Body Language
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 24
Improving Improving Workplace SensitivityWorkplace Sensitivity
Assume DifferencesAssume Differences
Take ResponsibilityTake Responsibility
Withhold JudgmentWithhold Judgment
Show RespectShow Respect
Practice EmpathyPractice Empathy
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 25
Improving Improving Workplace SensitivityWorkplace Sensitivity
Tolerate Ambiguity Tolerate Ambiguity
Look Past the SurfaceLook Past the Surface
Be Patient and PersistentBe Patient and Persistent
Admit Cultural BiasesAdmit Cultural Biases
Stay FlexibleStay Flexible
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 26
Improving Improving Workplace SensitivityWorkplace SensitivitySeek Common Ground Seek Common Ground
Send Clear MessagesSend Clear Messages
Deal with the IndividualDeal with the Individual
Learn When to Be DirectLearn When to Be Direct
Observe and LearnObserve and Learn
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 27
Communication Communication TechnologyTechnology
Voice TechnologiesVoice Technologies
Virtual AgentsVirtual Agents
Mobile CommunicationMobile Communication
Networking AdvancesNetworking Advances
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 28
Using Technological Using Technological ToolsTools
Internet
E-m
ail
Mobile Computing
Voice Mail
Maintain PerspectiveMaintain PerspectiveMaintain PerspectiveMaintain Perspective
Boost ProductivityBoost ProductivityBoost ProductivityBoost Productivity
Reconnect with PeopleReconnect with PeopleReconnect with PeopleReconnect with People
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 1 - 29
Reviewing Key PointsReviewing Key Points
• Effective communication
• Today’s dynamic workplace
• The communication process
• Business communication skills