Chapter 81

Interpersonal Communication

Learning Objectives2

1. Improving listening skills2. Improving nonverbal communication3. Developing business etiquette4. Discuss intercultural communication

5. Define culture and cultural bias

6. Improve intercultural communication

IMPROVING YOUR LISTENING SKILLS

3

Types of Listening4

Active

Content Critical

Empathic

The Listening Process5

1. Receiving

2. Decoding

3. Remembering

4. Evaluating

5. Responding

Interrupting speakers Creating distractions

Selective listening Selective perception

Language/experience Memory issues

Barriers to Listening6

Summary of Discussion7

IMPROVING YOUR NONVERBAL COMMUNICATION SKILLS

8

Nonverbal Categories9

Facial expressions Gestures and posture

Vocal characteristics Personal appearance

Touching behavior Time and space

Effective Nonverbal Communication10

• Talking

• Not Talking

• Listening

Summary of Discussion11

DEVELOPING YOUR BUSINESS ETIQUETTE

12

In the Workplace13

Diversity Issues

Communicating in a World of Diversity

14

Learning Objectives1. Discuss intercultural communication

2. Define culture and cultural bias

3. Explore cultural differences

4. Learn to adapt to any business culture

5. Improve intercultural communication

15

Understanding the Opportunities and Challenges of Communicating in a Diverse

World

16

Opportunities in a Global Marketplace

• Growth• Revenues• Competition

17

Advantages of Diversity

18

Communication Issues

19

Summary of Discussion

20

DEVELOPING CULTURAL COMPETENCY

21

Concept of Culture

• Automatic• Coherent• Complete

22

Negative Attitudes

• Ethnocentrism• Xenophobia• Stereotyping

23

Cultural Pluralism

• Assumptions• Judgments• Distinctions

24

Summary of Discussion

25

RECOGNIZING VARIATIONS IN A DIVERSE WORLD

26

Cultural Context

High context Low context27

Legalities and Ethics

Seek mutualground

Withhold judgment

Send honestmessages

Respect culturaldifferences

28

Social Differences• Attitudes about work and success

• Concepts of roles and status

• The use of manners

• Concepts of time

• Orientation toward the future

• Openness and inclusiveness

29

Nonverbal Differences

Senders

Receivers

Nonverbalsignals

Culturalcontext

30

Age Differences

31

Gender Differences

32

Religious Differences

Personal beliefs

Workplace issues

33

Ability Differences

Assistive technologies

34

Summary of Discussion

35

ADAPTING TO OTHER BUSINESS CULTURES

36

Adapting to Any Business Culture

Personal biases

The “Golden Rule”

Tolerance, flexibility, and respect

Patience and a sense of humor

37

Adapting to U.S. Business Culture

Individualism Equality

Privacy and personal space

Time schedules

ReligionCommunication

style

38

Summary of Discussion

39

IMPROVING INTERCULTURAL COMMUNICATION SKILLS

40

Studying Other Cultures

41

Studying Other Languages

42

Respecting Communication Styles

and Preferences

• Directness• Formality• Media

43

Writing Clearly

Word choice

Transitional elements

Numbers and dates

Popular culture

Conciseness

International addresses

Slang, jargon, or idioms

Audience expectations

44

Intercultural Conversations

Speaking and listening45

Translators or Interpreters

Written communication

Spokencommunication

46

Help Others Adapt

Expedite communication47

Summary of Discussion

48