Business communication @ work place

1. Chapter 1 - 1
UnderstandingUnderstanding
Business CommunicationBusiness Communication
in Today’s Workplacein Today’s Workplace

2. Chapter 1 - 2
StrongerStronger
DecisionDecision
MakingMaking
StrongerStronger
DecisionDecision
MakingMaking
ImprovedImproved
StakeholderStakeholder
ResponseResponse
ImprovedImproved
StakeholderStakeholder
ResponseResponse
ClearerClearer
PromotionalPromotional
MaterialsMaterials
ClearerClearer
PromotionalPromotional
MaterialsMaterials
SteadierSteadier
Work FlowWork Flow
SteadierSteadier
Work FlowWork Flow
IncreasedIncreased
ProductivityProductivity
IncreasedIncreased
ProductivityProductivity
EnhancedEnhanced
ProfessionalProfessional
ImageImage
EnhancedEnhanced
ProfessionalProfessional
ImageImage
QuickerQuicker
ProblemProblem
SolvingSolving
QuickerQuicker
ProblemProblem
SolvingSolving
StrongerStronger
BusinessBusiness
RelationshipsRelationships
StrongerStronger
BusinessBusiness
RelationshipsRelationships
EffectiveEffective
CommunicationCommunication
EffectiveEffective
CommunicationCommunication

3. Chapter 1 - 3
The Changing WorkplaceThe Changing Workplace
• Advancing technology
• The information age
• Globalization
• Workforce diversity
• Team-based organizations

4. Chapter 1 - 4
Channel
And Medium
Six-Phase
Process
Channel
And Medium
Six-Phase
Process
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

5. Chapter 1 - 5
Improving BusinessImproving Business
CommunicationCommunication
• Commit to ethical communication
• Adopt an audience-centered approach
• Develop intercultural sensitivity
• Improve workplace sensitivity

6. Chapter 1 - 6
Committing to EthicalCommitting to Ethical
CommunicationCommunication
Ethical DilemmaEthical Dilemma Ethical LapseEthical Lapse
AmbiguousAmbiguous
AlternativesAlternatives
UnclearUnclear UnethicalUnethical
ChoiceChoice
IllegalIllegal

7. 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?

8. Chapter 1 - 8
Audience-CenteredAudience-Centered
CommunicationCommunication
Biases
Education
Age
Status
Style

9. Chapter 1 - 9
Improving InterculturalImproving Intercultural
SensitivitySensitivity
• Recognize cultural differences
• Overcome ethnocentrism
• Polish written intercultural skills
• Develop oral communication skills

10. Chapter 1 - 10
RecognizingRecognizing
Cultural DifferencesCultural Differences
SocialSocial
CustomsCustoms
SocialSocial
CustomsCustoms
ContextContextContextContext
NonverbalNonverbal
CommunicationCommunication
NonverbalNonverbal
CommunicationCommunication
EthicsEthicsEthicsEthics

11. Chapter 1 - 11
Cultural ContextCultural Context
High
Context
Low
Context
Decision-Making Practices
Problem-Solving Styles
Negotiating Patterns
High
Context
Low
Context

12. Chapter 1 - 12
Legal and Ethical BehaviorLegal and Ethical Behavior
Respect Cultural DifferencesRespect Cultural Differences
Send Honest MessagesSend Honest Messages
Withhold JudgmentWithhold Judgment
Seek Mutual GroundSeek Mutual Ground

13. Chapter 1 - 13
Social CustomsSocial Customs
Formal
Formal
Informal
Informal
MannersManners
TimeTime
StatusStatus
RolesRoles

14. Chapter 1 - 14
Nonverbal CommunicationNonverbal Communication
Body Language
Personal Space

15. Chapter 1 - 15
OvercomingOvercoming
EthnocentrismEthnocentrism
• Accept Distinctions
• Avoid
Assumptions
• Avoid Judgments

16. Chapter 1 - 16
Written Intercultural SkillsWritten Intercultural Skills
• Use plain English
• Be clear
• Avoid slang and idioms
• Write short paragraphs

17. Chapter 1 - 17
Written Intercultural SkillsWritten Intercultural Skills
• Be brief
• Use transitions
• Use proper addresses
• Cite numbers carefully

18. Chapter 1 - 18
Oral Intercultural SkillsOral Intercultural Skills
MinimizeMinimize
NoiseNoise
ObtainObtain
FeedbackFeedback
SpeakSpeak
SlowlySlowly
ClarifyClarify
IntentIntent
Do NotDo Not
Talk DownTalk Down
BeBe
AccurateAccurate

19. Chapter 1 - 19
Oral Intercultural SkillsOral Intercultural Skills
Learn ForeignLearn Foreign
PhrasesPhrases
ListenListen
CarefullyCarefully
AdaptAdapt
Your StyleYour Style
Check forCheck for
UnderstandingUnderstanding
Clarify theClarify the
Next StepNext Step
Watch BodyWatch Body
LanguageLanguage

20. Chapter 1 - 20
Improving WorkplaceImproving Workplace
SensitivitySensitivity
• Assume differences
• Take responsibility
• Withhold judgment
• Be respectful
• Show empathy
• Tolerate ambiguity

21. Chapter 1 - 21
Improving WorkplaceImproving Workplace
SensitivitySensitivity
• Look past the superficial
• Be patient
• Be persistent
• Admit cultural biases
• Stay flexible

22. Chapter 1 - 22
Improving WorkplaceImproving Workplace
SensitivitySensitivity
• Find common ground
• Send clear messages
• Deal with individuals
• Learn when to be direct
• Test your understanding