C

Facing Todays
Communication Challenges

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Learning Objectives
Examine the process of communication.
Understand the powerful effect culture has on

communication.
Compare key North American cultural values with
those of other cultures.
Describe methods for improving cross-cultural
communication.
Discuss the effects of changing markets, work
practices, and workforce diversity.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Learning Objectives
Identify specific techniques that develop effective

communication among diverse workplace

audiences.
Explain how computer technologies help business
communicators collect information and process
words.
Explain how electronic mail and presentation
software enhance communication for
businesspeople.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

The Communication Process

Communication is the transmission of

information and meaning from one

individual or group to another.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

The Communication Model

Sender
Has
Idea

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

The Communication Model

Sender
Has
Idea

Sender
Encodes
Message

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

The Communication Model

Sender
Has
Idea

Sender
Encodes Channel Carries Message
Message

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

The Communication Model

Sender
Has
Idea

Sender
Encodes Channel Carries Message
Message

Receiver
Decodes
Message

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

The Communication Model

Sender
Has
Idea

Sender
Encodes Channel Carries Message
Message

Receiver
Decodes
Message

Receiver
Understands
Message

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

The Communication Model

Sender
Has
Idea

Sender
Encodes Channel Carries Message
Message

Receiver
Decodes
Message

Receiver
Understands
Message

Feedback

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Communication Model
Expanded
Stimulus
Encoding

Understanding

Decoding

Person A

Sending Channel
B
A
R
R
I
E
R
S
Feedback Channel

Decoding

Understanding

Encoding

Person B

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Factors Affecting Receiver

Understanding
Form and appearance of
message
Subject of the message
Attitude toward the message
Communication skills
Physical conditions

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Barriers to Communication
Physical distractions
Long communication chains
Lack of interest in the message
Emotional interference

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Overcoming Barriers to
Communication
Realize that communication
is imperfect.
Adapt the message to the receiver.
Improve your language and listening skills.
Question your preconceptions.
Plan for feedback.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Culture and Communication

Good communication demands special

sensitivity and skills when communicators

are from different cultures.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Dimensions of Western
Culture
Individualism
Initiative
Self-assertion
Personal

achievement

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Dimensions of Western
Culture

Informality
In

dress

Less

emphasis placed on rituals, ceremonies,

rank

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Dimensions of Western
Culture

Communication style
Value

directness

Impatient
Use

with delays

words literally

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Dimensions of Western
Culture

Time orientation
Precious
Correlates
Limited

with productivity

supply

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Controlling Ethnocentrism and

Stereotyping

Avoid ethnocentrism (the belief that ones

culture is superior; judging others by ones

cultural norms).

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Controlling Ethnocentrism and

Stereotyping

Develop tolerance.
Practice

empathy.

Become

nonjudgmental.

Celebrate
Develop

diversity.

patience.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Controlling Ethnocentrism and

Stereotyping

Move beyond stereotypes.

Look

beneath surface.

Discover

individual personal qualities.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Adapting Oral Messages to

Intercultural Audiences
Learn some language of the host country.
Use plain English.
Observe nonverbal communication.
Encourage feedback.
Check frequently for comprehension.
Speak slowly and enunciate clearly.
Accept blame for any misunderstandings.
Listen without interrupting.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Adapting Written Messages to

Intercultural Audiences

Use a translator for important and persuasive

documents and those with wide distribution.

Write with short sentences and short
paragraphs.
Include relative pronouns (that, which, who).
Use precise, simple words (end instead of
terminate).
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Adapting Written Messages to

Intercultural Audiences

Avoid contractions (they are instead of they're).

Avoid idioms (right as rain), slang (burned

out), acronyms (snafu), abbreviations (ad, rep),

and jargon (green mail).
Write out most numbers; for money, use the
listener's currency.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Changing the Structure of

Business

Businesses will adopt the following practices:

Team-oriented management
Employee empowerment
Flattened organizations

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Identifying the Benefits of

Diversity

Diversity benefits:
Consumers
Work teams

Business organizations

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Communicating Effectively in
a
Diverse
Workplace

Invite, use, and give feedback.

Make fewer assumptions.
Learn about your cultural self.
Learn about other cultures and identity
groups.
Seek common ground.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Communicating Effectively in
a
Diverse
Workplace

Understand the value of differences.

Dont expect conformity.
Create zero tolerance for bias and
stereotypes.
Practice focused, thoughtful, and openminded listening.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Using Communication
Technologies

Information collection
Word processing
Electronic mail
Presentations

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Using Communication
Technologies

Information Collection

Use internal company databases for such

information as customer names, addresses,

preferences.
Use commercial on-line services, such as
Electric Library Canada and Lexis-Nexis, to
collect specialized information.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Using Communication
Technologies

Information Collection

Use Sympatico and AOL Canada for

cheaper, generalized services.

Use Internet for access to World Wide Web
sites.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Using Communication
Technologies

Word Processing

Learn to use features of your program

competently.
Develop keyboarding skills so that you can
compose quickly and accurately.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Using Communication
Technologies
Electronic Mail
Eliminates telephone tag and cuts

telephone bills.
Improves response time and reduces timezone barriers.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Using Communication
Technologies
Electronic Mail
Enables writer to digest message and

respond thoughtfully.
Reduces paper use, filing space, and printer

use.
Major Disadvantage: Information over-load
resulting from mass of unsorted messages.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Using Communication
Technologies
Presentations
Windows-based graphics programs produce

professional presentations.
Most popular programs are Corel
Presentations and Microsoft PowerPoint.
Templates help beginners create special
effects.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

1. Encoding is the process of:
a. Creating a meaningful dialogue.
b. Selecting and organizing symbols to
represent a message.
c. Understanding the meaning of a message.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

1. Encoding is the process of:
a. Creating a meaningful dialogue.
b. Selecting and organizing symbols to
represent a message.
c. Understanding the meaning of a message.

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

2. Decoding is the process of:
a. Avoiding noise and interference.
b. Selecting and organizing symbols for
feedback.
c. Interpreting the meaning of
communicated symbols.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

2. Decoding is the process of:
a. Avoiding noise and interference.
b. Selecting and organizing symbols for
feedback.
c. Interpreting the meaning of
communicated symbols.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

3. Stereotyping can be defined as:
a. Belief in the superiority of ones own
race.
b. Oversimplified behavioural pattern
applied uncritically to groups.
c. Empathic, appreciating beliefs and
practices differing from your own.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

3. Stereotyping can be defined as:
a. Belief in the superiority of ones own
race.
b. Oversimplified behavioural pattern
applied uncritically to groups.
c. Empathic, appreciating beliefs and
practices differing from your own.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

4. Ethnocentrism can be defined as:
a. Belief in the superiority of ones own
race.
b. Oversimplified behavioural pattern
applied uncritically to groups.
c. Sympathetic and appreciating beliefs and
practices differing from your own.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

4. Ethnocentrism can be defined as:
a. Belief in the superiority of ones own
race.
b. Oversimplified behavioural pattern
applied uncritically to groups.
c. Sympathetic and appreciating beliefs and
practices differing from your own.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

List four electronic resources you can use to
collect business information.
1.
2.
3.
4.
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

List four electronic resources you can use to
collect business information.
1. Internal company databases
2. Commercial on-line services
3. Generalized services
4. The Internet
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

Select the communication technology that . . .
1. Is a collection of voluntarily linked
computer networks.
a. Word processing
b. Internet
c. Electronic mail
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

Select the communication technology that . . .
1. Is a collection of voluntarily linked
computer networks.
a. Word processing
b. Internet
c. Electronic mail
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

Select the communication technology that . . .
2. Carries messages electronically over networks
connected by telephone lines and satellites.
a. Word processing
b. Internet
c. Electronic mail

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

Select the communication technology that . . .
2. Carries messages electronically over networks
connected by telephone lines and satellites.
a. Word processing
b. Internet
c. Electronic mail

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

Select the communication technology that . . .
3. Is software used to write, edit, and format
letters and other business documents.
a. Word processing
b. Internet
c. Electronic mail
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Try Your Skill

Select the communication technology that . . .
3. Is software used to write, edit, and format
letters and other business documents.
a. Word processing
b. Internet
c. Electronic mail
Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning