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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1
Understanding Business
Communication in
Today’s Workplace
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 2
Global Communication
Internal Audiences
External Audiences
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 3
Communication Benefits
Problem Solving
Decision Making
Productivity
Work Flow
Business Relationships
Promotional Messages
Images and Brands
Audience Response
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 4
Effective Communication
Practical Factual
Concise Clear Persuasive
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 5
What Employers Expect
Organizing ideas and information
Expressing ideas and information
Reading and listening effectively
Communicating with diverse groups
Using communication technology
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 6
What Employers Expect
Writing and speaking effectively
Applying business etiquette
Communicating ethically
Obeying regulations and guidelines
Using time productively
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 7
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
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 8
Communication Skills
Ethical Communication
Audience-Centered
Approach
Intercultural Sensitivity
Constructive Feedback
Business Etiquette
Technology Skills
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 9
Ethical Communication
True in Every Sense
Includes Relevant Information
Not Deceptive in Any Way
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 10
Unethical Communication
Unethical Practices
Plagiarism
Selective
Misquoting
Falsifying
Numbers
Distorting
Visuals
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 11
Recognizing Ethical Issues
Ethical Dilemma
Stakeholders
Conflicting Loyalties
Difficult Tradeoffs
Ethical Lapse
Business Pressures
Illegal Choices
Unethical Choices
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 12
Making Ethical Choices
Policies and Structures
Individual
Employees
Corporate
Management
Code of Ethics
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 13
Audience-Centered Approach
Focus on the Audience
Care About the Audience
Respect the Audience
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 14
What Is Culture?
Values Norms
Symbols Beliefs
Attitudes Expectations
Culture Is A Shared System
Behaviors
Communication
Thought Patterns
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 15
Intercultural Sensitivity
Assume Differences
Withhold Judgment
Show Respect
Tolerate Ambiguity
Look Past the Surface
Note Cultural Biases
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 16
Intercultural Sensitivity
Remain Flexible
Seek Common Ground
Deal with Individuals
Learn When to be Direct
Observe and Learn
Review Travel Books
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 17
Cultural Differences
Contextual Issues
Nonverbal
Communication
Social Customs
Law and Ethics
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 18
Cultural Context
Decision-Making Practices
Problem-Solving Methods
Negotiating Styles
High
Context
Low
Context
High
Context
Low
Context
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 19
Legal and Ethical Views
Seek Mutual Ground
Withhold Judgment
Respect Differences
Send Honest Messages
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 20
Social Customs
Behavior
Formal
Rules
Informal
Rules
Concept of
Time
System of
Values
Respect for
Authority
Status
and Wealth
Manners
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 21
Nonverbal Communication
Decoding
Verbal Messages
Interpreting
Nonverbal Signals
Cultural Context
Communication Process
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 22
Negative Cultural Attitudes
Ethnocentrism
Xenophobia
Stereotyping
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 23
What Is Cultural Pluralism?
Admit Distinctions
Avoid Judgments
Avoid Assumptions
Accepting
Multiple Cultures
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 24
Written Intercultural Skills
Use Plain English
Strive for Clarity
Use Proper Addresses
Cite Numbers Carefully
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 25
Written Intercultural Skills
Strive for Brevity
Use Transitions
Avoid Slang and Idioms
Keep Paragraphs Short
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 26
Multicultural Speaking Skills
• Speak clearly and simply
• Look for feedback
• Rephrase as needed
• Clarify your meaning
• Do not “talk down” to others
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 27
Multicultural Speaking Skills
• Learn important phrases
• Listen with care and respect
• Adapt your conversation style
• Check for comprehension
• Clarify what will happen next
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 28
Feedback in the Workplace
Constructive
Feedback
Destructive
Feedback
Process Focused
Outcome Focused
Personal Attacks
Unclear Guidelines
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 29
Etiquette in the Workplace
Respect
Courtesy
Common Sense
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 30
Communication Technology
Maintain Perspective
Use Tools Wisely
Connect with People

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bovee_bce4e_01.ppt

  • 1. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1 Understanding Business Communication in Today’s Workplace
  • 2. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 2 Global Communication Internal Audiences External Audiences
  • 3. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 3 Communication Benefits Problem Solving Decision Making Productivity Work Flow Business Relationships Promotional Messages Images and Brands Audience Response
  • 4. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 4 Effective Communication Practical Factual Concise Clear Persuasive
  • 5. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 5 What Employers Expect Organizing ideas and information Expressing ideas and information Reading and listening effectively Communicating with diverse groups Using communication technology
  • 6. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 6 What Employers Expect Writing and speaking effectively Applying business etiquette Communicating ethically Obeying regulations and guidelines Using time productively
  • 7. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 7 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
  • 8. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 8 Communication Skills Ethical Communication Audience-Centered Approach Intercultural Sensitivity Constructive Feedback Business Etiquette Technology Skills
  • 9. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 9 Ethical Communication True in Every Sense Includes Relevant Information Not Deceptive in Any Way
  • 10. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 10 Unethical Communication Unethical Practices Plagiarism Selective Misquoting Falsifying Numbers Distorting Visuals
  • 11. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 11 Recognizing Ethical Issues Ethical Dilemma Stakeholders Conflicting Loyalties Difficult Tradeoffs Ethical Lapse Business Pressures Illegal Choices Unethical Choices
  • 12. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 12 Making Ethical Choices Policies and Structures Individual Employees Corporate Management Code of Ethics
  • 13. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 13 Audience-Centered Approach Focus on the Audience Care About the Audience Respect the Audience
  • 14. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 14 What Is Culture? Values Norms Symbols Beliefs Attitudes Expectations Culture Is A Shared System Behaviors Communication Thought Patterns
  • 15. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 15 Intercultural Sensitivity Assume Differences Withhold Judgment Show Respect Tolerate Ambiguity Look Past the Surface Note Cultural Biases
  • 16. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 16 Intercultural Sensitivity Remain Flexible Seek Common Ground Deal with Individuals Learn When to be Direct Observe and Learn Review Travel Books
  • 17. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 17 Cultural Differences Contextual Issues Nonverbal Communication Social Customs Law and Ethics
  • 18. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 18 Cultural Context Decision-Making Practices Problem-Solving Methods Negotiating Styles High Context Low Context High Context Low Context
  • 19. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 19 Legal and Ethical Views Seek Mutual Ground Withhold Judgment Respect Differences Send Honest Messages
  • 20. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 20 Social Customs Behavior Formal Rules Informal Rules Concept of Time System of Values Respect for Authority Status and Wealth Manners
  • 21. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 21 Nonverbal Communication Decoding Verbal Messages Interpreting Nonverbal Signals Cultural Context Communication Process
  • 22. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 22 Negative Cultural Attitudes Ethnocentrism Xenophobia Stereotyping
  • 23. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 23 What Is Cultural Pluralism? Admit Distinctions Avoid Judgments Avoid Assumptions Accepting Multiple Cultures
  • 24. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 24 Written Intercultural Skills Use Plain English Strive for Clarity Use Proper Addresses Cite Numbers Carefully
  • 25. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 25 Written Intercultural Skills Strive for Brevity Use Transitions Avoid Slang and Idioms Keep Paragraphs Short
  • 26. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 26 Multicultural Speaking Skills • Speak clearly and simply • Look for feedback • Rephrase as needed • Clarify your meaning • Do not “talk down” to others
  • 27. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 27 Multicultural Speaking Skills • Learn important phrases • Listen with care and respect • Adapt your conversation style • Check for comprehension • Clarify what will happen next
  • 28. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 28 Feedback in the Workplace Constructive Feedback Destructive Feedback Process Focused Outcome Focused Personal Attacks Unclear Guidelines
  • 29. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 29 Etiquette in the Workplace Respect Courtesy Common Sense
  • 30. Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 30 Communication Technology Maintain Perspective Use Tools Wisely Connect with People