Business communication Chapter 1-4

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Page-1BusinessCommunication
Chapter -1
1. Define Communication. Briefly discuss the benefits ofeffective communication.
Answer:
Define Communication:
 Communication is the exchange of ideas and information.
 Communication is the process transmitting and receiving verbal and non-verbal messages.
 It’s a two way (send & receive) process of exchanging ideas and information.
Briefly discuss the benefits of effective communication:
The most successfulorganisations understand that if they are to be successfulin today’s business world, good
communication at all levels is essential. Here is a useful mnemonic to remember the benefits you and your
organisation can achieve from effective communication.
 Stronger decision-making and problem-solving
 Upturn in productivity
 Convincing and compelling corporate materials
 Clearer, more streamlined workflow
 Enhanced professional image
 Sound business relationships
 Successfulresponse ensured
2. Define BusinessCommunication. What are the characteristics ofeffective communication?
Answer:
Business Communication:
 Business communication is the exchange of business related ideas and information.
 Businesscommunication iscommunicationthatfunctions asanofficial statementfromacompany.
Characteristics/Importance of effective communication:
 Fostering an open communication climate
 Committing to ethical communication
 Understanding the difficulties involved in intercultural communication
 Becoming proficient in communication technology
 Using an audience-centered approach to communication
 Creating and processing messages efficiently
3. “Communication is blocked by various types ofbarriers” –explain.
Answer:
Barrier between people
Difference in perception
-Our mind absorbs our experiences in a unique and personal way. Because our perceptions are
unique, the ideas we want to express differ from other people.
-To overcoming perceptualberries can be difficult. Try to predict how message will be received,
anticipate receiver’s reactions. Try not to apply the same solution to every problem. And try to find
something useful en every message you receive.
Incorrect filtering
-Filtering is screening out or abbreviating information before a message is passed on to someone else.
Sometimes message translate,embellish and augment channel to channel.
-To overcoming filtering try to establish more than one communication channel, eliminate as many
intermediaries as possible and decrease distortion by condensing message information to the bare
essentials.
Language problem
-When we choose the words for our message, they impose their own barriers on it. For example, the
language of a lawyer differs from that of an accountant or a doctor, and difference in their
vocabularies affects their ability to recognize and express ideas.

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-To overcome language barriers, should use the most specific and accurate words possible. Always
try to use words which audience will understand.
Poor listening
-Listening ability decreases when information is difficult to understand and when it has little meaning
for audience.
-To overcome listening barriers, verify your interpretation of what’s been said. Clarify meaning by
asking nonthreatening questions, and listen without interrupting.
Differing emotional states
-Every message contains both a content meaning, which deals with the subject of the message.
Communication can break down when the receiver reacts negatively to either of these meanings.
-To overcome emotional barriers, be aware of the feelings that arise in you and in others as you
communicate and attempt to control them.
Differing Backgrounds
-Differences in background can be one of the hardest communication barriers to overcome. When
receiver’s life experience differs substantially from anyone, communication becomes more difficult.
Age, education, gender, social status, economic position, cultural background, temperament,health,
beauty, popularity, religion, political belief, even a passing mood can all separate one person from
another and make understanding difficult.
-To overcome the barriers associated with differing backgrounds, avoid projecting own background
or culture onto others. Clarify own and understand others’ background, spheres of knowledge,
personalities and perceptions. Don’t assume that certain behaviors mean the same thing to everyone.
Try to understand the other person’s point of view and respect the inevitable differences in
background and culture.
Barrier within Organization
Information overload
-Too much information is as bad as too little because it reduces the audience’s ability to concentrate
effectively on the most important messages. People facing information overload sometimes try to
cope by ignoring some of the messages,by delaying responses to messages they deem unimportant,
by answering parts of some messages,by taking less time with each message.
-To overcome realize that some information is not necessary and make necessary information easily
available.
Message complexity
-Business messages may also deal with subject matter that can be technical or difficult to express.
-To overcome this, keep them clear and easy to understand.
Message competition
-Communicators are often faced with messages that compete for attention. It means, our messages
rarely have the benefit of the receiver’s undivided attention.
-To overcome this barrier, avoid making demands on a receiver who doesn’t have the time to pay
carefulattention to your message.
Differing Status
-Status of the messenger,message can get overly cautious or refusing to receiver.
-Status barriers can be overcome by a willingness to give and receive bad news.
Lack of trust
-Without trust organization’s member, free and open communication is effectively blocked and
threatening the organization’s stability.
-For communication to be successful, organizations must create an atmosphere of fairness and trust.
Inadequate communication structures
-Structural barriers block upward, downward and horizontal communication.
-To overcome try to reduce hierarchical levels, increase coordination between departments and
encourage two-way communication.
Incorrect choice of medium
-If we choose an inappropriate communication medium, message can be distorted so that the intended
meaning is blocked. We should select the most appropriate medium by matching our choice with the
nature of the message and of the group or the individual who will receive the message.

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-To overcome select correct medium. That is to say, choice of a communication channel and medium
depends on the Message, Audience, Need for speed, Situation.
Closed communication climate
-Communication climate is influenced by management style, and a directive, authoritarian style
blocks the free and open exchange of information that characterizes good communication.
-To overcome climate barriers, spend more time listening than issuing orders.
Unethical communication
-An organization cannot create illegal or unethical messages and still be credible or successfulin the
long run.
-To overcome this barrier, make sure messages include all the information that ought to be there. Also
make sure message is completely truthful, not deceptive in any way.
Inefficient Communication
-Producing worthless message wastes time and resources,and it gives information overload already
mentioned above.
-To overcome, reduce the number of messages by thinking twice before sending one.
Physical Distractions
-In some case,the barrier may be related to the receiver’s health. Hearing or visual impairment or
even a headache can interfere with reception of a message.
-To overcome physical barriers, exercise as much control as much control as possible over the
physical transmission link.
4. What are the different types oftechnology we are used in business communication?
Answer:
Today’s businesses rely heavily on technology to improve the communication process. Companies and employees
who use technology wisely can communicate more effectively and therefore compete more successfully.
In addition, some aspects of communication technology are undergoing exciting changes almost daily.
Technologies such as the following have the potential to dramatically enhance business communication.
Voice technologies:
The human voice will always be central to business communication. Voice synthesis regenerates a human
speaking voice from computer files that represent words or parts of words. Voice recognition converts human
speech to computer compatible data. Both technologies continue to improve every year,gaining richer
vocabularies and more human-sounding voices.
Virtual agents:
Virtual agents are limited form of machine intelligence, also known as bots (derive from robot), verbots and
V-reps. These virtual operators are used in customer service departments and other areas where people tend to
ask similar questions over and over.
Mobile communication:
Mobile workers don’t even have traditional offices, using temporary cubicles at work, home offices and cars
airports. Location data from the Global Positioning System (GPS) is also creating new forms of mobile
communication, such as remote monitoring of medical patients and trucking fleets.
Networking advances:
We are using four new networking technologies that are just now making serious inroads into the corporate
world. By Email service we can exchange important document from large distance. Peer-to-peer (P2P)
computing can share files or work on large problems. Wireless networking,commonly known as Wi-Fi. By
This service PCs or handheld device and connect with internet via radio signals. Short message service (SMS)
is a text communication feature that has been common on mobile phone.
To communicate effectively, we need to keep technology. Using technological tools productively, should spend
time and money on technology wisely and use technology to communicate in person.

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5. Briefly discuss the processofbusiness communication.
Answer:
Process of Business Communication:
Idea
Sender is the person who initiates the process of communication. He generates an idea in his mind
regarding production invention, innovation, request, order, enquiry etc. So, he is the first factor of
communication process and his function is to generate an idea. Therefore,it is necessary that the idea
should be clear, and convertible into message. For this purpose, the sender needs to apply his
knowledge and imaginative power.
Idea becomes a message
The idea in the mind of sender is transformed into words that is called message. The sender decides
on the length, style, organization and tone of the message. The message may be presented in many
ways,depending on the subject, purpose, audience, personal style, mood and cultural background.
Message is transmitted
The media of transmission of message are electronic media as T.V.,radio, computer and print media
as newspapers,letter, magazine etc. media play a very important role in helping the receiver’s
understand the message. A wrongly chosen medium can interrupt the process of communication,
Selection of medium depends upon message,audience, urgency and situation.
Receiver receives message
Receiver is the person who gets the message from the sender,decodes it, understands it and interprets
it.
Reaction of receiver
Having understood the message,the receiver responds to the sender in yes or no or asks further
questions. This process is called feedback or reaction of receiver.
6. Briefly discuss the different types ofbusinesscommunication.
Answer:
Non-Verbal Communication
Nonverbal communication is the process of communication through sending and receiving wordless (mostly
visual) cues between people.
Facial expression and eye behavior
Face is the primary site for expressing emotions; it reveals both the type and the intensity of feelings.
Eyes are especially effective for indicating attention and interest, influencing others, regulating
interaction and establishing dominance.
Gesture & posture
By moving body, can express both specific and generalmessages,some voluntary and some
involuntary. A wave of the hand, for example, has a specific and intentional meaning, such as ‘hello’
or ‘good-bye’.
Idea
Idea
becomes a
message
Message is
transmitted
Receiver
receives
message
Reaction of
receiver

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Vocal characteristics
Like body language, voice carries both intentional and unintentional messages. Voice can create
various impressions. Consider the sentence “What have you been up to?” If one repeat that question
four or five times, changing tone of voice and stressing various words. We can convey quite different
message.
Personalappearance
One’s appearance helps establish his social identity. People respond to us on the basis of our physical
attractiveness. Our grooming, our clothing, our accessories,our style –all modify our appearance.
Touch
Touch is an important way to convey warmth, comfort, and reassurance. Touch is so powerful, in
fact,that it is governed by cultural customs that establish who can touch whom and how in various
circumstances.
Time & space
Like touch, time and space can be used to assert authority. In many cultures, people demonstrate their
importance by making other people wait; they show respect by being on time. People can also assert
their status by occupying the best space.
Verbal Communication
Verbal communication is an act of conveying messages,ideas, or feelings through the use of mouth. Verbal
communication is the main way of communicating face-to-face. Among the key components of the verbal
communication are words, sound, speaking, and language.
Oral communication (Speaking & Listening)
Oral communication includes face to face conversation, conversation over the telephone, radio
broadcast, interviews, group discussion, meetings.... etc. It should be mentioned that ‘listening’ is
indispensable part of oral communication.
Written communication (Writing & Reading)
7. Briefly explain 7C’s ofbusinesscommunication.
Answer:
For any communication in business, in order to be effective, it must have seven qualities. These seven attributes
are called seven C's of effective business communication. Allthese attribute starts with the alphabet 'C' so are
called 7 C's.
Following are the names of seven C's
7 Cs
Clear
Concise
Concrete
CorrectCoherent
Complete
Courteous

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Clear
When writing or speaking to someone, be clear about your goal or message. What is your purpose in
communicating with this person? If you're not sure, then your audience won't be sure either. To be clear, try to
minimize the number of ideas in each sentence. Make sure that it's easy for your reader to understand your
meaning.
Concise
When you're concise in your communication, you stick to the point and keep it brief. Your audience doesn't
want to read six sentences when you could communicate your message in three.
Concrete
When your message is concrete,then your audience has a clear picture of what you're telling them. There are
details (but not too many!) and vivid facts,and there's laser like focus. Your message is solid.
Correct
When your communication is correct,it fits your audience. And correct communication is also error-free
communication.
Coherent
When your communication is coherent, it's logical. All points are connected and relevant to the main topic,
and the tone and flow of the text is consistent.
Complete
In a complete message,the audience has everything they need to be informed and, if applicable, take action.
Courteous
Courteous communication is friendly, open, and honest. There are no hidden insults or passive-aggressive
tones. You keep your reader's viewpoint in mind, and you're empathetic to their needs.
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Chapter -2
1. Briefly explain importance oflistening.
Answer:
Verbal communication involves both speaking and listening. In a business organization, listening is key to
effective working relationships among employees and between management and staff. Listening skills also impact
a company’s interaction with customers and other businesses. To improve your listening skills, give the other
person your full attention and maintain eye contact. When she is done speaking, rephrase her remarks and ask
whether you understand her correctly. Continue to ask questions to gain a better understanding of her statements.
Gain Information:
Listening enables you to acquire facts so that you can make decisions that benefit your business. By listening
to a job applicant in an interview, for example, you might discover his attitudes toward the profession,
performance in previous jobs and information not detailed on his resume. This additional insight can help you
decide whether the applicant is a good fit for your company. A supervisor who listens to an employee’s
complaint about a health risk on the job might reduce injuries and enhance job performance.
Develop Trust:
Listening is essential to building trust. If one member of a team doesn’t listen to instructions, an entire project
might fail. To develop trust, pay attention to verbal instructions and deadlines. Listen for statements a
coworker might make regarding his own strengths and weaknesses as it relates to a project, so that you can
collaborate in a way that maximizes each other’s strengths.
Maintain Reputation:
The reputation of a business depends upon listening skills. If you fail to listen to a customer, for example, the
customer might not receive the service or product she expected. When this occurs repeatedly, it can tarnish
the company’s reputation. A company develops relationships with other businesses through verbal
communication, too. Talking on the phone and working on a task at the same time can result in
misunderstandings.
Reduce Conflict:
Listening can reduce conflict. A conflict can arise when an individual feels misunderstood or mistreated. For
example, if you fail to listen to instructions and your coworker does the task you were supposed to perform,
the coworker might be unhappy with you. Pay attention to nonverbal cues,as well. If an individual’s facial
expressions, gestures or behavior contradict her words, ask questions to find out what she really means.
Motivate Employees:
A manager can improve morale and productivity by understanding what motivates each employee. Listen to
employees to discover what aspects of the job they find most rewarding and challenging. Don’t expect to
understand an employee’s needs from a single conversation. Continue to be an attentive listener so that the
employee knows you are sincerely interested in what she has to say.
2. Briefly explain various types oflistening.
Answer:
Listening is classified into four main types: active listening, empathic listening, critical listening, and listening for
enjoyment.
Active listening:
Active listening is “involved listening with a purpose” (Barker,1971). Active listening involves the steps of
(1) listening carefully by using all available senses,(2) paraphrasing what is heard both mentally and verbally,
(3) checking your understanding to ensure accuracy,and (4) providing feedback.
Empathic listening:
Empathic listening is a form of active listening in which you attempt to understand
the other person. You engage in empathic listening by using both mindfulness, which is being “fully engaged
in the moment” (Wood, 2002), and empathy, which is the ability to perceive another person’s worldview as if
it were your own.
Critical listening
In critical listening you challenge the speaker’s message by evaluating its accuracy,meaningfulness, and
utility. Critical listening and critical thinking really go hand in hand.

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Listening for enjoyment
Listening for enjoyment involves seeking out situations involving relaxing, fun, or emotionally stimulating
information. Whether you are listening to your favorite musical group or television show, or your friend
telling a story, you continue listening because you enjoy it.
3. “Listening involvesfive steps” –explain.
Answer:
The five steps of listening are Receiving, interpreting, evaluating, remembering and responding. Listening is a
prcess involving five related activities, which generally occur in this sequence:
1. Receiving:
Physically hearing the message and taking note of it,
2. Interpreting:
Decoding and absorbing what you hear. As you listener, you assign meaning to the words based on your own
values, beliefs, ideas, expectations, roles, needs, and personal history.
3. Evaluating:
Forming an opinion about the message. Sorting through the speaker's remarks,separating fact from opinion
and evaluating the quality of the evidence requires a good deal of effort, particularly if the subject is complex
or emotionally charged.
4. Remembering:
Storing a message for future reference. To retain what you hear,you must take notes or make a mental outline
of the speaker’s key points.
5. Responding:
After have evaluated the speaker’s message,and then react. It may generally verbal feedback.
To be a good listener vary the way you listen to suit different situations.
4. Explain the different barrier the impede listening.
Answer:
Noise
Physical distractions:
All the stimuli in the environment that keep you from focusing on the message. Example: loud music
playing at a party
Mental distractions:
The wandering of the mind when it is supposed to be focusing on something. Example: thinking about a
lunch date while listening to a teacher.
Factual distractions:
Focusing so intently on the details that you miss the main point. Example: listening to all details of a
conversation but forgetting the main idea.
Semantic distractions:
Over responding to an emotion-laden word or concept. Example: not listening to a teacher when she
mentions “Marxist theory”.
Perception of others
Status:
Devoting attention based on the social standing, rank, or perceived value of another. Example: not
listening to a freshman in a group activity.
Stereotypes:
Treating individuals as if they are the same as others in a given category. Example: assuming all older
people have similar opinions.
Sights and sounds:
Letting appearances or voice qualities affect your listening. Example: not listening to a person with a
screechy voice.

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Yourself
Egocentrism:
Excessive self-focus, or seeing yourself as the centralconcern in every conversation. Example:
redirecting conversations to your own problems.
Defensiveness:
Acting threatened and feeling like you must defend what you have said or done. Example: assuming
others’ comments are veiled criticisms of you.
Experiential superiority:
Looking down on others as if their experience with life is not as good as yours. Example: not listening to
those with less experience.
Personalbias:
Letting your own predispositions, or strongly held beliefs, interfere with your ability to interpret
information correctly. Example: assuming that people are generally truthful (or deceitful).
Pseudo listening:
Pretending to listen but letting your mind or attention wander to something else. Example: daydreaming
while your professor is lecturing.
5. Howcan you reduce the barrier oflistening?
Answer:
 Control whatever barriers to physical reception you can.
 Avoid selective listening by trying to focus on the speaker and analyzing what you hear.
 Keep an open mind by avoiding any prejudgment and by not listening defensively.
 Try to paraphrase the speaker’s ideas,giving that person a chance to confirm or correct your
interpretation.
 Don’t count on your memory, but record, write down, or capture information in some other physical way.
 Improve your short term memory by repeating information, organizing it into patterns, or breaking it into
shorter lists.
 Improve your long-term memory association, categorization, visualization, and mnemonics.
6. Explain the different categories ofnonverbal Communication.
Answer:
Nonverbal communication is the process of communication through sending and receiving wordless (mostly
visual) cues between people.
Facial expression and eye behavior
Face is the primary site for expressing emotions; it reveals both the type and the intensity of feelings.
Eyes are especially effective for indicating attention and interest, influencing others, regulating
interaction and establishing dominance.
Gesture & posture
By moving body, can express both specific and generalmessages,some voluntary and some
involuntary. A wave of the hand, for example, has a specific and intentional meaning, such as ‘hello’
or ‘good-bye’.
Vocal characteristics
Like body language, voice carries both intentional and unintentional messages. Voice can create
various impressions. Consider the sentence “What have you been up to?” If one repeat that question
four or five times, changing tone of voice and stressing various words. We can convey quite different
message.
Personalappearance
One’s appearance helps establish his social identity. People respond to us on the basis of our physical
attractiveness. Our grooming, our clothing, our accessories,our style –all modify our appearance.
Touch
Touch is an important way to convey warmth, comfort, and reassurance. Touch is so powerful, in
fact,that it is governed by cultural customs that establish who can touch whom and how in various
circumstances.

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Use of time & space
Like touch, time and space can be used to assert authority. In many cultures, people demonstrate their
importance by making other people wait; they show respect by being on time. People can also assert
their status by occupying the best space.
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Chapter -3
1. Define Team. Highlight the advantage & disadvantage ofworking in team.
Answer:
Team:
 Two or more people working together to serve a common project, service or goal is called team.
Advantage:
Increased information and knowledge
By pooling the resources of severalindividuals, teams have access to more information in the decision-
making process.
Increased diversity of views
Team members bring a variety of perspectives to the decision-making process.
Increased acceptance of a solution
Those who participate in making a decision are more likely to support the decision enthusiastically and
encourage others to accept it.
Higher performance levels
Working in teams can unleash new amounts of creativity and energy in workers who share a sense of
purpose and mutual accountability.
Disadvantage:
Groupthink
Groupthink occurs when tremendous pressures cause individual team members to withhold contrary or
unpopular opinions.
Hidden agendas
Some team members may have a hidden agenda –private motives that effect the group’s interaction. Sam
might want to prove that he’s more powerful than all.
Free riders
Some team members may be free riders –those who don’t contribute their fair share to the group’s
activities.
Cost
Still another drawback to teamwork is the high cost of coordinating group activities. Aligning schedules,
arranging meetings, and coordinating individual parts of a project can eat up a lot of time and money.
2. Outline an effective approach ofteam communication.
3. Briefly explain the guidelines will help you collaborate move successfully on team message.
“Collaborative Communication” is an effective approach of team communication.
To collaborate effectively, everyone involved must be flexible and open to other opinions, focusing on team
objectives rather than on individual priorities. Successfulwriters know that most ideas can be expressed in many
ways,so they avoid the ‘my way is best’ attitude. The following guidelines will help collaborate more
successfully on team messages.
 Select collaborators carefully
 Agree on project goals before start
 Give team time to bond before diving in
 Clarify individual responsibilities
 Establish clear processes
 Make sure tools and techniques are ready and compatible across the team
 Avoid writing as a group
 Check to see how things are going along the way
Team member speak openly and honestly, without the threat of anger, resentment, or retribution. They listen to
and value feedback from others. As a result, all team members participate. Conversely, members who either don’t
share valuable information because they don’t understand that it’s valuable –or worse.

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4. What is mean by group dynamics? Explain howgroup dynamics.
5. Briefly explain the team role people play.
6. Briefly discuss the phasesofteam evolution.
Answer:
Group Dynamics:
 To accomplish their goals successfully, team members constantly connect with one another. The interactions
and processes that take place between the members of a team are called group dynamics.
Explaining how group dynamics
Assuming Team Roles (Answer to the Question no 5)
Dysfunctional
Self-Oriented Roles
Controlling
Dominating other by exhibiting superiority or authority.
Withdrawing
Retiring from the team either by becoming silent or by refusing to deal with a
particular aspect of the team’s work.
Attention seeking
Calling attention to oneself and demanding recognition from other.
Diverting
Focusing the team’s discussion on topics of interest to the individual rather than on
those relevant to the task.
Functional
Team-Maintenance Roles
Encouraging
Drawing out other members by showing verbal and nonverbal support, praise, or
agreement.
Harmonizing
Reconciling differences among team members through mediation or by using humor
to relieve tension.
Compromising
Offering to yield on a point in the interest of reaching a mutually acceptable decision.
Task-Facilitating Roles
Initiating
Getting the team started on a line of inquiry.
Information giving or seeking
Offering information relevant to questions facing the team.
Coordinating
Showing relationships among ideas, clarifying issues, summarizing what the team
has done.
Procedure setting
Suggesting clarifying-making procedures that will move the team toward a goal.
Allowing for Team Evolution (Answer to the Question no 6)
Orientation
Team members socialize, establish their roles, and begin to define their task or
purpose.
Conflict
Team members begin to discuss their positions and become more assertive in
establishing their roles. If anyone or other members have been carefully selected to
represent a variety of viewpoints and expertise, disagreements are a natural part of
this phase.
Brainstorming
Team members air all the options and discuss the pros and cons fully. At the end of
this phase, members begin to settle on a single solution to the problem.

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Emergence
Team members reach a decision. Consensus is reached when the team finds a
solution that is acceptable enough for all members to support. This consensus
happens only after all members have had an opportunity to communicate their
positions and feelthat they have been listened to.
Reinforcement
Group feeling is rebuilt, and the solution is summarized. Members receive their
assignments for carrying out the group’s decision, and they make arrangements for
following up on those assignments.
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Chapter-4
1. What is the mean by intercultural communication? Briefly discuss.
Answer:
Intercultural communication:
 Intercultural communication is the process of sending and receiving messages between people whose cultural
background could lead them to interpret verbal and nonverbal signs differently.
 Intercultural communication means sharing information or exchange across different cultures and/ or social
groups. In such a situation, cultural barriers do not restrict communication or sharing of information.
2. Define culture. Briefly explain the contextual difference.
3. Briefly explore the difference ofHigh context & Lowcontext culture.
Answer:
Culture:
 In general, culture is a word for people's 'way of life', meaning the way they do things.
 In details, culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms of
behaviour.
Contextual difference:
Subjects Low-context culture High-context culture
Executive offices Separate with controlled access Shared and open to all
Workers detailed Information Rely on background Don to expect
Information Highly centralized and controlled Shared with everyone
Subjective relationships valued over objective Negative Positive
Business and social relationships Discrete Overlap
Position and status are valued much more than
competence
Negative Positive
Meetings Plenty of advance notice Often called on short notice
Example:
L Swiss
German
German USA French British Italian Spanish Greek Arab Chinese Japanese H
4. “Cultural differences can lead to miscommunication in the workplace” –Explain the statement.
Answer:
Language Barriers
Behavior Differences
Emotional Display
Grouping
5. Briefly explain the cultural variation considering legal, social, non-verbal, age & gender difference.
Contextual Differences
Cultural context refers to the pattern of physical cues, environmental stimuli, and implicit understanding that
convey meaning between two members of the same culture. But outside the culture, cultural context can
result in misunderstanding. There are two kinds, high-context cultures & low-context cultures
Legal & Ethical Difference
Legal and ethical issues can arise from cultural context. In low-context cultures the written word is
tantamount to a binding contract, but in high-context cultures, a personal pledge is regarded as a point of
honor and is more important than a legal contract. The cultural foundations of laws can result in totally
different ways of interpretation.
Social Differences
Social etiquette is an important consideration in recognizing and respecting cultural differences. Informal
rules, which are learned through observation and inference, are the basis of how one is supposed to behave,

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but sometimes they are difficult to explain. This is where cultural sensitivity becomes an important
consideration. Social rules may vary among cultures in the following areas:
 Attitudes toward work and success
 Roles and status
 Use of manners
 Concepts of time
Nonverbal Differences
Nonverbal communication varies dramatically among cultures, and being able to interpret nonverbal signals is
important in recognizing and accommodating culture differences in these areas:greetings, personal space,
touching, facial expressions, eye contact,posture, formality.
Age Differences
Age is treated differently in different cultures. Whereas in America young employees can openly disagree
with older ones, in many Asian cultures this disagreement would not happen publicly.
Gender Differences
Gender perceptions also vary among cultures. Although women are considered the equal of men in America,
in tradition-oriented cultures women have fewer opportunities. Whatever the culture, men and women tend to
have slightly different communication styles.
Religious Differences
Religion is a dominant force in many cultures and the source of many differences between cultures; it also has
the potential for controversy is work setting. On the one hand, some employees feel they should be able to
express their religious beliefs at work; one the other hand, openly expressed religious differences can cause
friction. Expect to see this issue disc.

Business communication Chapter 1-4

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Business communication Chapter 1-4