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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1
Understanding Business Communication in Today’s Workplace
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 2
Global Communication
Internal Audiences
External Audiences
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 3
Communication Benefits
Problem Solving
Decision Making
Productivity
Work Flow
Business Relationships
Promotional Messages
Images and Brands
Audience Response
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 4
Effective Communication
Practical Factual
Concise Clear Persuasive
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 5
What Employers Expect
Organizing ideas and information
Expressing ideas and information
Reading and listening effectively
Communicating with diverse groups
Using communication technology
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 6
What Employers Expect
Writing and speaking effectively
Applying business etiquette
Communicating ethically
Obeying regulations and guidelines
Using time productively
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 7
Communication Process
Sender
Has an Idea
1
Sender
Encodes the Idea
2
Sender
Produces Message
3
Audience
Decodes Message
6
Audience
Receives Message
5Sender
Transmits Message
4
Audience
Reacts to Message
7Audience
Sends Feedback
8
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 8
Communication Skills
Ethical Communication
Audience-Centered
Approach
Intercultural Sensitivity
Constructive Feedback
Business Etiquette
Technology Skills
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 9
Ethical Communication
True in Every Sense
Includes Relevant Information
Not Deceptive in Any Way
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 10
Unethical Communication
Unethical Practices
PlagiarismSelective
Misquoting
Falsifying
Numbers
Distorting
Visuals
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 11
Recognizing Ethical Issues
Ethical Dilemma
Stakeholders
Conflicting Loyalties
Difficult Tradeoffs
Ethical Lapse
Business Pressures
Illegal Choices
Unethical Choices
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 12
Making Ethical Choices
Policies and Structures
Individual
Employees
Corporate
ManagementCode of Ethics
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 13
Audience-Centered Approach
Focus on the Audience
Care About the Audience
Respect the Audience
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 14
What Is Culture?
Values Norms
Symbols Beliefs
Attitudes Expectations
Culture Is A Shared System
Behaviors
Communication
Thought Patterns
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 15
Intercultural Sensitivity
Assume Differences
Withhold Judgment
Show Respect
Tolerate Ambiguity
Look Past the Surface
Note Cultural Biases
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 16
Intercultural Sensitivity
Remain Flexible
Seek Common Ground
Deal with Individuals
Learn When to be Direct
Observe and Learn
Review Travel Books
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 17
Cultural Differences
Contextual Issues
Nonverbal
CommunicationSocial Customs
Law and Ethics
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 18
Cultural Context
Decision-Making Practices
Problem-Solving Methods
Negotiating Styles
High
Context
Low
Context
High
Context
Low
Context
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 19
Legal and Ethical Views
Seek Mutual Ground
Withhold Judgment
Respect Differences
Send Honest Messages
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 20
Social Customs
BehaviorFormal
Rules
Informal
Rules
Concept of
Time
System of
Values
Respect for
Authority
Status
and WealthManners
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 21
Nonverbal Communication
DecodingVerbal Messages
InterpretingNonverbal Signals
Cultural Context
Communication Process
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 22
Negative Cultural Attitudes
Ethnocentrism
Xenophobia
Stereotyping
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 23
What Is Cultural Pluralism?
Admit Distinctions
Avoid Judgments
Avoid Assumptions
Accepting Multiple Cultures
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 24
Written Intercultural Skills
Use Plain English
Strive for Clarity
Use Proper Addresses
Cite Numbers Carefully
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 25
Written Intercultural Skills
Strive for Brevity
Use Transitions
Avoid Slang and Idioms
Keep Paragraphs Short
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 26
Multicultural Speaking Skills
• Speak clearly and simply
• Look for feedback
• Rephrase as needed
• Clarify your meaning
• Do not “talk down” to others
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 27
Multicultural Speaking Skills
• Learn important phrases
• Listen with care and respect
• Adapt your conversation style
• Check for comprehension
• Clarify what will happen next
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 28
Feedback in the Workplace
Constructive
Feedback
Destructive
Feedback
Process Focused
Outcome Focused
Personal Attacks
Unclear Guidelines
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 29
Etiquette in the Workplace
Respect
Courtesy
Common Sense
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 30
Communication Technology
Maintain Perspective
Use Tools Wisely
Connect with People
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