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Chapter 1

Chapter 1. Understanding Business Communication in Today’s Workplace. Learning Objectives. Learn why communication matters Identify skills today’s employers expect 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 • Identify skills today’s employers expect • Explore the communication process • Commit to ethical communication • Communicate in a diverse world • Use communication technology

  3. Understanding Why Communication Matters

  4. Career Success Leadership Management

  5. Your Company • Closer ties with the marketplace • Conversations, perceptions, and trends • Humanize business organizations • Faster problem solving • Stronger decision making

  6. Your Company • Increased productivity • Steadier work flow • Compelling promotional messages • Enhanced images and stronger brands • Financial advantages

  7. Communication • Practical • Factual • Clear • Concise • Persuasive

  8. Communicating in Today’s Global Business Environment

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

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

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

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

  13. Center on Audience • Audience Needs • Listening Ability • Writing and Speaking • Working Relationships

  14. Business Etiquette • Respect • Courtesy • Common Sense

  15. Exploring the Communication Process

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

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

  18. Communication Models Traditional Social Scripted Interactive One-Way Conversational Directive Accessible

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

  20. Committing to Ethical Communication

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

  22. Ethical Questions Ethical Dilemma Ethical Lapse

  23. 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?

  24. Communicating in a World of Diversity

  25. Workforce Diversity Advantages Disadvantages • Ideas and Views • Diverse Markets • Employee Talents • Perceptions • Responses • Communication

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

  27. Cultural Context Low Context High Context

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

  29. Social Customs Formal Rules Informal Rules

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

  31. Age Differences Multiple Generations

  32. Gender Differences Communication Styles

  33. Religious Differences Personal Beliefs Workplace Issues

  34. Ability Differences Assistive Technologies

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

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

  37. Intercultural Writing Plain Language Technical Jargon Clarity Brevity Numbers Paragraphs Slang Terms Transitions

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

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

  40. Using Communication Technology Effectively

  41. Using Technology Maintain Perspective Be Productive

  42. Using Technology Stop Information Overload Reconnect with People

  43. Understanding Business Communication in Today’s Workplace

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