This document discusses effective business communication. It covers topics like understanding internal and external audiences, the benefits of communication, what employers expect, the communication process, communication skills, ethics, cultural awareness, feedback, business etiquette, and using technology. It emphasizes communicating clearly and respectfully with diverse groups, both within and outside the company, to solve problems, make decisions, and build relationships.

1. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1
Understanding Business
Communication in
Today’s Workplace

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Global Communication
Internal Audiences
External Audiences

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Communication Benefits
Problem Solving
Decision Making
Productivity
Work Flow
Business Relationships
Promotional Messages
Images and Brands
Audience Response

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Effective Communication
Practical Factual
Concise Clear Persuasive

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What Employers Expect
Organizing ideas and information
Expressing ideas and information
Reading and listening effectively
Communicating with diverse groups
Using communication technology

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What Employers Expect
Writing and speaking effectively
Applying business etiquette
Communicating ethically
Obeying regulations and guidelines
Using time productively

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Communication Process
Sender
Has an Idea
1
Sender
Encodes the Idea
2
Sender
Produces Message
3
Audience
Decodes Message
6
Audience
Receives Message
5
Sender
Transmits Message
4
Audience
Reacts to Message
7
Audience
Sends Feedback
8

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Communication Skills
Ethical Communication
Audience-Centered
Approach
Intercultural Sensitivity
Constructive Feedback
Business Etiquette
Technology Skills

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Ethical Communication
True in Every Sense
Includes Relevant Information
Not Deceptive in Any Way

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Unethical Communication
Unethical Practices
Plagiarism
Selective
Misquoting
Falsifying
Numbers
Distorting
Visuals

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Recognizing Ethical Issues
Ethical Dilemma
Stakeholders
Conflicting Loyalties
Difficult Tradeoffs
Ethical Lapse
Business Pressures
Illegal Choices
Unethical Choices

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Making Ethical Choices
Policies and Structures
Individual
Employees
Corporate
Management
Code of Ethics

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Audience-Centered Approach
Focus on the Audience
Care About the Audience
Respect the Audience

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What Is Culture?
Values Norms
Symbols Beliefs
Attitudes Expectations
Culture Is A Shared System
Behaviors
Communication
Thought Patterns

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Intercultural Sensitivity
Assume Differences
Withhold Judgment
Show Respect
Tolerate Ambiguity
Look Past the Surface
Note Cultural Biases

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Intercultural Sensitivity
Remain Flexible
Seek Common Ground
Deal with Individuals
Learn When to be Direct
Observe and Learn
Review Travel Books

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Cultural Differences
Contextual Issues
Nonverbal
Communication
Social Customs
Law and Ethics

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Cultural Context
Decision-Making Practices
Problem-Solving Methods
Negotiating Styles
High
Context
Low
Context
High
Context
Low
Context

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Legal and Ethical Views
Seek Mutual Ground
Withhold Judgment
Respect Differences
Send Honest Messages

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Social Customs
Behavior
Formal
Rules
Informal
Rules
Concept of
Time
System of
Values
Respect for
Authority
Status
and Wealth
Manners

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Nonverbal Communication
Decoding
Verbal Messages
Interpreting
Nonverbal Signals
Cultural Context
Communication Process

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Negative Cultural Attitudes
Ethnocentrism
Xenophobia
Stereotyping

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What Is Cultural Pluralism?
Admit Distinctions
Avoid Judgments
Avoid Assumptions
Accepting
Multiple Cultures

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Written Intercultural Skills
Use Plain English
Strive for Clarity
Use Proper Addresses
Cite Numbers Carefully

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Written Intercultural Skills
Strive for Brevity
Use Transitions
Avoid Slang and Idioms
Keep Paragraphs Short

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Multicultural Speaking Skills
• Speak clearly and simply
• Look for feedback
• Rephrase as needed
• Clarify your meaning
• Do not “talk down” to others

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Multicultural Speaking Skills
• Learn important phrases
• Listen with care and respect
• Adapt your conversation style
• Check for comprehension
• Clarify what will happen next

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Feedback in the Workplace
Constructive
Feedback
Destructive
Feedback
Process Focused
Outcome Focused
Personal Attacks
Unclear Guidelines

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Etiquette in the Workplace
Respect
Courtesy
Common Sense

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Communication Technology
Maintain Perspective
Use Tools Wisely
Connect with People