Chapter 1

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

3. 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

4. Understanding Why Communication Matters

5. For Your Career

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

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

8. Effective Communication Practical Factual Concise Efficient Persuasive Clear

9. Summary of Discussion

10. Communicating as a Professional

11. What Is Professionalism?

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

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

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

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

16. Center on the Audience

17. Business Etiquette • Respect • Courtesy • Common Sense

18. Summary of Discussion

19. Exploring the Communication Process

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

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

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

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

24. Summary of Discussion

25. Committing to Ethical Communication

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

27. Ethical Questions • Dilemmas • Lapses

28. 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?

29. Summary of Discussion

30. Communicating in a World of Diversity

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

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

33. Cultural Context

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

35. Social Customs Formal Rules Informal Rules

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

37. Age Differences

38. Gender Differences

39. Religious Differences Personal Beliefs Workplace Issues

40. Ability Differences • Respect • Sensitivity • Technology

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

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

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

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

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

46. Summary of Discussion

47. Using Communication Technology Effectively

48. Using Technology Maintain Perspective Be Productive

49. Using Technology Stop Information Overload Reconnect with People

50. Summary of Discussion