© Prentice Hall, 200 4 Business Communication Essent ials Chapter 1 - 1 Understanding Understanding Business Communication Business Communication in Today’s Workplace in Today’s Workplace
Dec 21, 2015
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 1
Understanding Understanding Business Business
Communication in Communication in Today’s WorkplaceToday’s Workplace
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 2
StrongerStrongerDecisionDecisionMakingMaking
StrongerStrongerDecisionDecisionMakingMaking
ImprovedImprovedStakeholderStakeholderResponseResponse
ImprovedImprovedStakeholderStakeholderResponseResponse
ClearerClearerPromotionalPromotional
MaterialsMaterials
ClearerClearerPromotionalPromotional
MaterialsMaterials
SteadierSteadierWork FlowWork FlowSteadierSteadier
Work FlowWork Flow
IncreasedIncreasedProductivityProductivityIncreasedIncreased
ProductivityProductivity
EnhancedEnhancedProfessionalProfessional
ImageImage
EnhancedEnhancedProfessionalProfessional
ImageImage
QuickerQuickerProblemProblemSolvingSolving
QuickerQuickerProblemProblemSolvingSolving
StrongerStrongerBusinessBusiness
RelationshipsRelationships
StrongerStrongerBusinessBusiness
RelationshipsRelationships
Effective Effective CommunicationCommunication
Effective Effective CommunicationCommunication
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 3
The Changing WorkplaceThe Changing Workplace
• Advancing technology
• The information age
• Globalization
• Workforce diversity
• Team-based organizations
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 4
ChannelAnd Medium
Six-PhaseProcess
ChannelAnd Medium
Six-PhaseProcess
Phase 1:Sender Has
an Idea
Phase 1:Sender Has
an Idea
Phase 3:Sender Transmits
Message
Phase 3:Sender Transmits
Message
Phase 2:Sender
Encodes Idea
Phase 2:Sender
Encodes Idea
Phase 6:Receiver
Sends Feedback
Phase 6:Receiver
Sends Feedback
Phase 4:Receiver Gets
Message
Phase 4:Receiver Gets
Message
Phase 5:Receiver Decodes
Message
Phase 5:Receiver Decodes
Message
The Communication Process
Situation
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 5
Improving Business Improving Business CommunicationCommunication
• Commit to ethical communication
• Adopt an audience-centered approach
• Develop intercultural sensitivity
• Improve workplace sensitivity
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 6
Committing to Ethical Committing to Ethical CommunicationCommunication
Ethical DilemmaEthical Dilemma Ethical LapseEthical Lapse
AmbiguousAmbiguous
AlternativesAlternatives
UnclearUnclear UnethicalUnethical
ChoiceChoice
IllegalIllegal
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 7
Making Ethical ChoicesMaking 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 - 8
Audience-CenteredAudience-CenteredCommunicationCommunication
Biases
Education
Age
Status
Style
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 9
Improving Intercultural Improving Intercultural SensitivitySensitivity
• Recognize cultural differences
• Overcome ethnocentrism
• Polish written intercultural skills
• Develop oral communication skills
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 10
Recognizing Recognizing Cultural DifferencesCultural Differences
SocialSocialCustomsCustomsSocialSocial
CustomsCustoms
ContextContextContextContext
NonverbalNonverbalCommunicationCommunication
NonverbalNonverbalCommunicationCommunication
EthicsEthicsEthicsEthics
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 11
Cultural ContextCultural Context
HighContext
LowContext
Decision-Making Practices
Problem-Solving Styles
Negotiating Patterns
HighContext
LowContext
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 12
Legal and Ethical Legal and Ethical BehaviorBehavior
Respect Cultural DifferencesRespect Cultural Differences
Send Honest MessagesSend Honest Messages
Withhold JudgmentWithhold Judgment
Seek Mutual GroundSeek Mutual Ground
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 13
Social CustomsSocial CustomsF
orm
al F
orm
al
Informal
Informal
MannersManners
TimeTime
StatusStatus
RolesRoles
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 14
Nonverbal Nonverbal CommunicationCommunication
Body Language
Personal Space
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 15
Overcoming Overcoming EthnocentrismEthnocentrism
• Accept Distinctions
• Avoid Assumptions
• Avoid Judgments
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 16
Written Intercultural Written Intercultural SkillsSkills
• Use plain English
• Be clear
• Avoid slang and idioms
• Write short paragraphs
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 17
Written Intercultural Written Intercultural SkillsSkills
• Be brief
• Use transitions
• Use proper addresses
• Cite numbers carefully
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 18
Oral Intercultural SkillsOral Intercultural Skills
MinimizeMinimizeNoiseNoise
ObtainObtainFeedbackFeedback
SpeakSpeakSlowlySlowly
ClarifyClarifyIntentIntent
Do NotDo NotTalk DownTalk Down
BeBeAccurateAccurate
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 19
Oral Intercultural SkillsOral Intercultural Skills
Learn ForeignLearn ForeignPhrasesPhrases
ListenListenCarefullyCarefully
AdaptAdaptYour StyleYour Style
Check forCheck forUnderstandingUnderstanding
Clarify theClarify theNext StepNext Step
Watch BodyWatch BodyLanguageLanguage
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 20
Improving Workplace Improving Workplace
SensitivitySensitivity• Assume differences
• Take responsibility
• Withhold judgment
• Be respectful
• Show empathy
• Tolerate ambiguity
© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 21
Improving Workplace Improving Workplace
SensitivitySensitivity
• Look past the superficial
• Be patient
• Be persistent
• Admit cultural biases
• Stay flexible