Chapter 1

Chapter 1

Copyright © 2014 Pearson Education, Inc. Chapter 1 - 2

Understanding Business Communication in Today’s Workplace

Learning Objectives1. Learn why communication matters2. Communicate as a professional3. Explore the communication process4. Commit to ethical communication5. Communicate in a diverse world6. Use communication technology


Understanding Why Communication

Matters



For Your Career


• Marketplace Ties• Conversations and Trends• Production and Problems• Financial Outcomes

For Your Company


• Timely Information• Decision-Making• Marketing Messages• Employee Engagement

For Your Company

Effective Communication


Concise Efficient

Clear Persuasive

Practical Factual

Summary of Discussion


Communicating as a Professional


What Is Professionalism?



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 the Audience

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


Business Communication 2.0

Business Communication 1.0

“We talk, you listen” “Let’s have a conversation”

Business Communication 2.0 Model


TraditionalApproach

Social MediaApproach

HybridMethod

StrategicPlans Policies Customer

SupportProject

Updates



Committing to Ethical Communication


Unethical Messages


•Plagiarism•Omission•Misquoting•Distortion•Privacy


Ethical Questions

•Dilemmas•Lapses

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

Challenges

•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

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


Gender Differences


Religious Differences


Personal Beliefs

Workplace Issues

Ability Differences


•Respect•Sensitivity•Technology

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

Slang & Jargon

Short Paragraphs

Obvious Words

Numbers

Brevity

Transitions

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



Documents

Chapter 1