succeeding through effective communication

© 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


DecisionDecisionMakingMaking

DecisionDecisionMakingMaking

StakeholderStakeholderResponseResponse

StakeholderStakeholderResponseResponse

PromotionalPromotionalMaterialsMaterials

PromotionalPromotionalMaterialsMaterials Work FlowWork FlowWork FlowWork Flow

ProductivityProductivityProductivityProductivityProfessionalProfessionalImageImage

ProfessionalProfessionalImageImage

ProblemProblemSolvingSolving

ProblemProblemSolvingSolving

BusinessBusinessRelationshipsRelationships

BusinessBusinessRelationshipsRelationships

Effective Effective CommunicationCommunication

Effective Effective CommunicationCommunication


Today’s Dynamic Today’s Dynamic WorkplaceWorkplace

Advances inTechnologyAdvances inTechnology

The Age ofInformationThe Age ofInformation

Globalizationand DiversityGlobalizationand Diversity

Team-BasedOrganizationsTeam-BasedOrganizations


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


Building Business Building Business Communication SkillsCommunication Skills

InterculturalInterculturalSensitivitySensitivity

InterculturalInterculturalSensitivitySensitivity

WorkplaceWorkplaceSensitivitySensitivity

WorkplaceWorkplaceSensitivitySensitivity

CommunicationCommunicationTechnologyTechnology

CommunicationCommunicationTechnologyTechnology

EthicalEthicalConsiderationsConsiderations

EthicalEthicalConsiderationsConsiderations

Audience-CenteredAudience-CenteredApproachApproach

Audience-CenteredAudience-CenteredApproachApproach


Committing to EthicalCommitting to EthicalCommunicationCommunication

Unethical PracticesUnethical PracticesUnethical PracticesUnethical Practices

PlagiarismPlagiarismPlagiarismPlagiarism SelectiveSelectiveMisquotingMisquoting

SelectiveSelectiveMisquotingMisquoting

MisinterpretingMisinterpretingNumbersNumbers

MisinterpretingMisinterpretingNumbersNumbers

DistortingDistortingVisualsVisuals

DistortingDistortingVisualsVisuals


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


Making Ethical ChoicesMaking Ethical Choices

Policies and Structures

IndividualEmployees

IndividualEmployees

CorporateManagement

CorporateManagement Code of Ethics


Audience-Centered Audience-Centered ApproachApproach

Focus on AudienceFocus on Audience

Be RespectfulBe Respectful

Observe EtiquetteObserve Etiquette


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


Contextual Contextual IssuesIssues

Legal andLegal andEthical IssuesEthical Issues

Cultural DifferencesCultural Differences


Social CustomsSocial Customs

NonverbalNonverbalCommunicationCommunication

Cultural DifferencesCultural Differences


Cultural ContextCultural Context

Decision Making PracticesDecision Making Practices

Problem Solving TechniquesProblem Solving Techniques

Negotiating StylesNegotiating Styles

HighHighContextContext

LowLowContextContext

HighHighContextContext

LowLowContextContext


Legal and Ethical Legal and Ethical BehaviorBehavior

Seek Mutual GroundSeek Mutual Ground

Withhold JudgmentWithhold Judgment

Respect DifferencesRespect Differences

Send Honest MessagesSend Honest Messages


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


Nonverbal Nonverbal CommunicationCommunication

Style of DressStyle of Dress

GesturesGestures

Facial ExpressionsFacial Expressions


Negative Cultural Negative Cultural AttitudesAttitudes

EthnocentrismEthnocentrismEthnocentrismEthnocentrism

XenophobiaXenophobiaXenophobiaXenophobia

StereotypingStereotypingStereotypingStereotyping


Overcoming Overcoming EthnocentrismEthnocentrism

Cultural PluralismCultural Pluralism

Acknowledge DistinctionsAcknowledge DistinctionsAcknowledge DistinctionsAcknowledge Distinctions

Avoid JudgmentsAvoid JudgmentsAvoid JudgmentsAvoid Judgments

Avoid AssumptionsAvoid AssumptionsAvoid AssumptionsAvoid Assumptions


Written Intercultural Written Intercultural SkillsSkills

Use Plain English

Strive for Clarity

Use Proper Addresses

Cite Numbers Carefully


Written Intercultural Written Intercultural SkillsSkills

Strive for Brevity

Use Transitions

Avoid Slang and Idioms

Keep Paragraphs Short


Oral Intercultural SkillsOral Intercultural Skills

Minimize “Noise”

Obtain Feedback

Speak Slowly

Clarify Intent



Don’t Patronize

Use Accurate Language

Learn Foreign Phrases

Listen Carefully



Adapt Your Style

Confirm Understanding

Clarify the Next Step

Watch Body Language


Improving Improving Workplace SensitivityWorkplace Sensitivity

Assume DifferencesAssume Differences

Take ResponsibilityTake Responsibility

Withhold JudgmentWithhold Judgment

Show RespectShow Respect

Practice EmpathyPractice Empathy


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


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


Communication Communication TechnologyTechnology

Voice TechnologiesVoice Technologies

Virtual AgentsVirtual Agents

Mobile CommunicationMobile Communication

Networking AdvancesNetworking Advances


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


Reviewing Key PointsReviewing Key Points

• Effective communication

• Today’s dynamic workplace

• The communication process

• Business communication skills