Understanding Business Communication in Todays Workplace

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Chapter 1 - 1

Global Communication
Internal audiences External audiences

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Chapter 1 - 2

Communication Benefits
Faster problem solving Stronger decision making Increased productivity Steadier work flow

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Chapter 1 - 3

Communication Benefits
Stronger business relationships More compelling promotional images Enhanced professional images and stronger brands Improved response from important audiences

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Chapter 1 - 4

Effective Communication
Practical information
Facts rather than impressions Concise, efficient writing Clear expectations and responsibilities Compelling, persuasive arguments and recommendations
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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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Chapter 1 - 6

What Employers Expect

Writing and speaking effectively Applying business etiquette Communicating ethically Obeying regulations and guidelines Using time productively

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Chapter 1 - 7

The Communication Process

1. The sender has an idea 2. The sender encodes the idea into a message 3. The sender produces the message in a transmittable medium 4. The sender transmits the message through a channel
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The Communication Process

5. The audience receives the message 6. The audience decodes the message 7. The audience responds to the message 8. The audience gives feedback to the sender

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Chapter 1 - 9

Communication Skills
Commit to ethical communication Adopt audience-centered approach Improve intercultural sensitivity Give and respond to constructive feedback Observe business etiquette Use communication technology
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Ethical Communication
True in every sense Includes all relevant information Not deceptive in any way

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Chapter 1 - 11

Unethical Communication
Plagiarism Selective misquoting Misrepresenting numbers Distorting visuals

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Chapter 1 - 12

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

Ethical individuals
Ethical leadership Appropriate policies and structures

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Chapter 1 - 14

Audience-Centered Approach
Focus on the audience Care about the audience Respect the audience

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Chapter 1 - 15

What Is Culture?
Culture = Shared System
Beliefs Attitudes Values Expectations Norms Symbols
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Intercultural Sensitivity
Assume differences Withhold judgment Show respect Tolerate ambiguity Look beyond the superficial Recognize your own cultural biases
Chapter 1 - 17

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Intercultural Sensitivity
Be flexible Emphasize common ground Deal with the individual Learn when to be direct Observe and learn Review travel guidebooks
Chapter 1 - 18

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Cultural Differences
Cultural context
Legal and ethical differences Social customs Nonverbal communication

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Chapter 1 - 19

Cultural Context
High context or low context
Decision-making practices Problem-solving techniques Negotiating styles

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Chapter 1 - 20

Legal and Ethical Views

Seek mutual ground
Withhold judgment Send honest messages Respect differences

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Chapter 1 - 21

Social Customs
Formal and informal rules
Manners Attitudes toward time Individual versus community values Attitudes toward status and wealth

Respect for authority

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Nonverbal Communication
Decoding verbal messages
Interpreting nonverbal signals

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Chapter 1 - 23

Negative Cultural Attitudes

Ethnocentrism Xenophobia Stereotyping

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Chapter 1 - 24

What Is Cultural Pluralism?

Accepting multiple cultures
Avoid assumptions Avoid judgments Acknowledge distinctions

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Chapter 1 - 25

Written Intercultural Skills

Use plain English Be brief Be clear Use transitions Proper addresses No slang or idioms Precise numbers Short paragraphs

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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

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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

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Chapter 1 - 28

Feedback in the Workplace

Constructive feedback
Process focused Outcome focused

Destructive feedback
Personal attacks Unclear guidelines

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Chapter 1 - 29

Etiquette in the Workplace

Three principles
Respect Courtesy Common sense

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Chapter 1 - 30

Communication Technology
Keep technology in perspective Use tools wisely Reconnect with people frequently

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Chapter 1 - 31