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Chapter 1

Chapter 1. Understanding Business Communication in Today’s Workplace. Learning Objectives. Learn why communication matters Communicate as a professional Explore the communication process Commit to ethical communication Communicate in a diverse world Use communication technology.

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Chapter 1

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  1. Chapter 1 Understanding Business Communication in Today’s Workplace

  2. Learning Objectives • Learn why communication matters • Communicate as a professional • Explore the communication process • Commit to ethical communication • Communicate in a diverse world • Use communication technology

  3. Understanding Why Communication Matters

  4. For Your Career

  5. For Your Company • Marketplace Ties • Conversations and Trends • Production and Problems • Financial Outcomes

  6. For Your Company • Timely Information • Decision-Making • Marketing Messages • Employee Engagement

  7. Effective Communication Practical Factual Concise Efficient Persuasive Clear

  8. Summary of Discussion

  9. Communicating as a Professional

  10. What Is Professionalism?

  11. What Employers Expect • Organizing ideas and information • Expressing yourself coherently • Constructing compelling narratives • Evaluating data and information • Listening actively to others

  12. What Employers Expect • Communicating with diverse audiences • Using communication technologies • Using standard grammar and spelling • Adapting messages and styles • Communicating in a civilized manner

  13. What Employers Expect • Communicating ethically • Respecting company information • Following laws and regulations • Managing time and resources • Improving your skills over time

  14. Organizational Context Communication Channels Company Policies Organizational Structure Personal Relationships

  15. Center on the Audience

  16. Business Etiquette • Respect • Courtesy • Common Sense

  17. Summary of Discussion

  18. Exploring the Communication Process

  19. Communication Process 1. Sender has an idea 2. Sender encodes the idea 3. Sender produces the message 4. Sender transmits the message

  20. Communication Process 5. Audience receives the message 6. Receiver decodes the message 7. Receiver responds to the message 8. Receiver provides feedback

  21. Communication Models Business Communication 1.0 Business Communication 2.0 “We talk, you listen” “Let’s have a conversation”

  22. Business Communication 2.0 Model Hybrid Method Traditional Approach Social Media Approach Strategic Plans Policies Customer Support Project Updates

  23. Summary of Discussion

  24. Committing to Ethical Communication

  25. Unethical Messages • Plagiarism • Omission • Misquoting • Distortion • Privacy

  26. Ethical Questions • Dilemmas • Lapses

  27. 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?

  28. Summary of Discussion

  29. Communicating in a World of Diversity

  30. Workforce Diversity Advantages Challenges • Ideas and Views • Diverse Markets • Employee Talents • Perceptions • Responses • Communication

  31. Key Diversity Aspects Cultural Context Age Differences Legal and Ethical Gender Differences Social Customs Religious Differences Nonverbal Signals Ability Differences

  32. Cultural Context

  33. Legalities and Ethics Withhold Judgment Seek Mutual Ground Send Honest Messages Respect Cultural Differences

  34. Social Customs Formal Rules Informal Rules

  35. Nonverbal Signals Communication Process Decoding Messages Interpreting Messages Cultural Context

  36. Age Differences

  37. Gender Differences

  38. Religious Differences Personal Beliefs Workplace Issues

  39. Ability Differences • Respect • Sensitivity • Technology

  40. Improving Intercultural Communication • Avoid ethnocentrism • Avoid stereotyping • Don’t assume others are like you • Avoid being judgmental • Respect other cultures

  41. Improving Intercultural Communication • Tolerate ambiguity • Look beyond superficial factors • Recognize your own biases • Be flexible and prepared to change • Observe and learn

  42. Intercultural Writing Plain Language Obvious Words Clarity Numbers Slang & Jargon Brevity Short Paragraphs Transitions

  43. Speaking with Multilingual Audiences • Speak clearly and simply • Look for feedback • Rephrase as needed • Clarify your meaning • Do not “talk down” to others

  44. Speaking with Multilingual Audiences • Learn important phrases • Listen with care and respect • Adapt your conversation style • Check for comprehension • Clarify what will happen next

  45. Summary of Discussion

  46. Using Communication Technology Effectively

  47. Using Technology Maintain Perspective Be Productive

  48. Using Technology Stop Information Overload Reconnect with People

  49. Summary of Discussion

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