Chapter 1
Understanding Business
Communication in Today’s
Workplace
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 1
Learning Objectives
1. Learn why communication matters
2. Identify skills today’s employers expect
3. Explore the communication process
4. Commit to ethical communication
5. Communicate in a diverse world
6. Use communication technology
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 2
Understanding Why
Communication Matters
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Chapter 1 - 3
Career Success
Leadership
Management
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Chapter 1 - 4
Your Company
• Closer ties with the marketplace
• Conversations, perceptions, and trends
• Humanize business organizations
• Faster problem solving
• Stronger decision making
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Chapter 1 - 5
Your Company
• Increased productivity
• Steadier work flow
• Compelling promotional messages
• Enhanced images and stronger brands
• Financial advantages
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Chapter 1 - 6
Communication
•Practical
•Factual
•Clear
•Concise
•Persuasive
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Chapter 1 - 7
Communicating in Today’s
Global Business Environment
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Chapter 1 - 8
What Employers Expect
• Organizing ideas and information
• Expressing yourself coherently
• Constructing compelling narratives
• Evaluating data and information
• Listening actively to others
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Chapter 1 - 9
What Employers Expect
• Communicating with diverse audiences
• Using communication technologies
• Using standard grammar and spelling
• Adapting messages and styles
• Communicating in a civilized manner
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Chapter 1 - 10
What Employers Expect
• Communicating ethically
• Respecting company information
• Following laws and regulations
• Managing time and resources
• Improving your skills over time
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Chapter 1 - 11
Organizational Context
Communication
Channels
Company
Policies
Organizational
Structure
Personal
Relationships
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Chapter 1 - 12
Center on Audience
•Audience Needs
•Listening Ability
•Writing and Speaking
•Working Relationships
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Chapter 1 - 13
Business Etiquette
•Respect
•Courtesy
•Common Sense
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Chapter 1 - 14
Exploring the
Communication Process
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Chapter 1 - 15
Communication Process
1. Sender has an idea
2. Sender encodes the idea
3. Sender produces the message
4. Sender transmits the message
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Chapter 1 - 16
Communication Process
5. Audience receives the message
6. Receiver decodes the message
7. Receiver responds to the message
8. Receiver provides feedback
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Chapter 1 - 17
Communication Models
Traditional
Social
Scripted
Interactive
One-Way
Conversational
Directive
Accessible
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Chapter 1 - 18
Business Communication
2.0 Model
Traditional
Approach
Strategic
Plans
Hybrid
Method
Policies
Customer
Support
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Social Media
Approach
Project
Updates
Chapter 1 - 19
Committing to Ethical
Communication
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Chapter 1 - 20
Unethical Messages
•Plagiarism
•Omission
•Misquoting
•Distortion
•Privacy
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Chapter 1 - 21
Ethical Questions
Ethical Dilemma
Ethical Lapse
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Chapter 1 - 22
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?
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Chapter 1 - 23
Communicating in a
World of Diversity
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Chapter 1 - 24
Workforce Diversity
Advantages
Disadvantages
•Ideas and Views
•Perceptions
•Diverse Markets
•Responses
•Employee Talents •Communication
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Chapter 1 - 25
Key Diversity Aspects
Cultural Context
Age Differences
Legal and Ethical
Gender Differences
Social Customs
Religious Differences
Nonverbal Signals
Ability Differences
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Chapter 1 - 26
Cultural Context
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Chapter 1 - 27
Legalities and Ethics
Seek Mutual
Ground
Withhold
Judgment
Send Honest
Messages
Respect Cultural
Differences
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Chapter 1 - 28
Social Customs
Formal Rules
Informal Rules
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Chapter 1 - 29
Nonverbal Signals
Communication Process
Decoding
Messages
Interpreting
Messages
Cultural Context
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Chapter 1 - 30
Age Differences
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Chapter 1 - 31
Gender Differences
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Chapter 1 - 32
Religious Differences
Personal
Beliefs
Workplace
Issues
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Chapter 1 - 33
Ability Differences
Assistive
Technologies
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Chapter 1 - 34
Improving Intercultural
Communication
• Avoid ethnocentrism
• Avoid stereotyping
• Don’t assume others are like you
• Avoid being judgmental
• Respect other cultures
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Chapter 1 - 35
Improving Intercultural
Communication
• Tolerate ambiguity
• Look beyond superficial factors
• Recognize your own biases
• Be flexible and prepared to change
• Observe and learn
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Chapter 1 - 36
Intercultural Writing
Plain Language
Technical Jargon
Clarity
Brevity
Numbers
Paragraphs
Slang Terms
Transitions
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Chapter 1 - 37
Speaking with Multilingual
Audiences
• Speak clearly and simply
• Look for feedback
• Rephrase as needed
• Clarify your meaning
• Do not “talk down” to others
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Chapter 1 - 38
Speaking with Multilingual
Audiences
• Learn important phrases
• Listen with care and respect
• Adapt your conversation style
• Check for comprehension
• Clarify what will happen next
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Chapter 1 - 39
Using Communication
Technology Effectively
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Chapter 1 - 40
Using Technology
Maintain
Perspective
Be Productive
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Chapter 1 - 41
Using Technology
Stop Information
Overload
Reconnect
with People
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Chapter 1 - 42
Understanding Business
Communication in Today’s
Workplace
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 1 - 43
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Understanding Business Communication in Today's …