Chapter 1

Chapter 1

Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1

Understanding Business Communication in Today’s Workplace

Learning Objectives1. Learn why communication matters2. Identify skills today’s employers expect3. Explore the communication process4. Commit to ethical communication5. Communicate in a diverse world6. Use communication technology


Understanding Why Communication

Matters



Management

LeadershipCareer Success

Your Company• Closer ties with the marketplace

• Conversations, perceptions, and trends

• Humanize business organizations

• Faster problem solving

• Stronger decision making


Your Company• Increased productivity

• Steadier work flow

• Compelling promotional messages

• Enhanced images and stronger brands

• Financial advantages



Communication•Practical•Factual•Clear•Concise•Persuasive

Communicating in Today’s Global Business

Environment



What Employers Expect

• Organizing ideas and information

• Expressing yourself coherently

• Constructing compelling narratives

• Evaluating data and information

• Listening actively to others



• Communicating with diverse audiences

• Using communication technologies

• Using standard grammar and spelling

• Adapting messages and styles

• Communicating in a civilized manner



• Communicating ethically

• Respecting company information

• Following laws and regulations

• Managing time and resources

• Improving your skills over time

Organizational Context


CommunicationChannels

CompanyPolicies

OrganizationalStructure

PersonalRelationships


Center on Audience

•Audience Needs

•Writing and Speaking

•Listening Ability

•Working Relationships

Business Etiquette


•Respect•Courtesy•Common Sense

Exploring the Communication

Process


Communication Process


1. Sender has an idea

2. Sender encodes the idea

3. Sender produces the message

4. Sender transmits the message



5. Audience receives the message

6. Receiver decodes the message

7. Receiver responds to the message

8. Receiver provides feedback

Communication Models


SocialTraditional

Interactive

Conversational

Accessible

Scripted

One-Way

Directive

Business Communication 2.0 Model


TraditionalApproach

Social MediaApproach

HybridMethod

StrategicPlans Policies Customer

SupportProject

Updates

Committing to Ethical Communication


•Plagiarism•Omission•Misquoting•Distortion•Privacy

Unethical Messages



Ethical Questions

Ethical Dilemma

Ethical Lapse

Make Ethical Choices


• Have you defined the situation?• Why are you communicating?• What impact will your message have?• What good or harm will be achieved?• Will your assumptions change?• Are you comfortable with the decision?

Communicating in a World of Diversity


Advantages

• Ideas and Views

•Diverse Markets

•Employee Talents

Disadvantages

•Perceptions

•Responses

•Communication

Workforce Diversity


Key Diversity Aspects


Cultural Context

Legal and Ethical

Social Customs

Nonverbal Signals

Age Differences

Gender Differences

Religious Differences

Ability Differences


Cultural Context

HIGHCONTEXT

LOWCONTEXT

Legalities and Ethics


Seek MutualGround

Withhold Judgment

Send HonestMessages

Respect CulturalDifferences

Social Customs


Formal Rules Informal Rules


Nonverbal Signals

Cultural Context


DecodingMessages

InterpretingMessages

Age Differences


Multiple Generations

Gender Differences


Communication Styles

Religious Differences


Personal Beliefs

Workplace Issues

Ability Differences


Assistive Technologies

Improving Intercultural Communication

• Avoid ethnocentrism

• Avoid stereotyping

• Don’t assume others are like you

• Avoid being judgmental

• Respect other cultures


Improving Intercultural Communication

• Tolerate ambiguity

• Look beyond superficial factors

• Recognize your own biases

• Be flexible and prepared to change

• Observe and learn


Plain Language

Clarity

Numbers

Slang Terms

Technical Jargon

Brevity

Paragraphs

Transitions Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 37

Intercultural Writing

Speaking with Multilingual Audiences

• Speak clearly and simply

• Look for feedback

• Rephrase as needed

• Clarify your meaning

• Do not “talk down” to others


Speaking with Multilingual Audiences

• Learn important phrases

• Listen with care and respect

• Adapt your conversation style

• Check for comprehension

• Clarify what will happen next


Using Communication Technology Effectively



Using TechnologyMaintain

Perspective

Be Productive


Using TechnologyStop Information

Overload

Reconnectwith People

Understanding Business Communication in Today’s

Workplace


Chapter 1

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