© 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

© Prentice Hall, 2004 Business Communication Essentials Chapter 1 - 22

Improving Workplace Improving Workplace

SensitivitySensitivity

• Find common ground

• Send clear messages

• Deal with individuals

• Learn when to be direct

• Test your understanding