Business Communication

3. Business Communication An Overview

4. I. Understanding Why Communication Matters • II. Communicating as a Professional • III. Exploring the Communication Process • IV. Committing to Ethical Communication • V. Communicating in a World of Diversity • VI. Using Technology to Improve Communication

5. "If I went back to college again, I'd concentrate on two areas: learning to write and to speak before an audience. Nothing in life is more important than the ability to communicateeffectively." (Gerald R. Ford, 38th President of the USA)

7. Why Communication Matters • Essential for you • Crucial and central in everyday life • Vital to your career and company • Consequential

8. Ubiquitous --- cannot be avoided • Improves the way you see yourself • Improves the way others see you • Teaches you important life skills • Helps you succeed professionally

9. Your Ticket to Success • Hiring • Effective Job Placement • Performance • Career Advancement • Organizational Success

10. Crucial in a tight employment market when jobs are few and competition is fierce • In a recession, an edge • A powerful career filter

11. Stronger decision making and problem solving • Upturn in productivity • Convincing and compelling corporate material • Clearer, more streamlined workflow • Enhanced professional image • Sound business relationship • Successful response ensured

12. Writing and public speaking skills have risen to the top of nearly every company’s wish list of executive attributes. • Communication is more nurture than nature. • Not born; they are made.

13. Communication is the process of transferring information and meaning between senders and receivers, using one or more written, oral, visual, or electronic media. • The essence of communication is sharing --- providing data, information, insights, and inspiration.

14. Problem Solving Business Relationships Decision Making Promotional Messages Productivity Images and Brands Work Flow Audience Response Communication Benefits

16. Effective communication strengthens the connections between a company and all of its stakeholders, those groups affected by the company’s actions: customers, employees, shareholders, suppliers, neighbours, the community, the nation, and the world as a whole. Business Communication

18. C. What Makes Business Communication Effective?

19. Effective Communication Practical Factual Concise Clear Persuasive

20. II. Communicating as a Professional • Professionalism is the quality of performing at a high level and conducting oneself with purpose and pride. • True professionals take an audience-centered approach, go beyond minimum expectations and commit to making meaningful contributions.

21. II. Communicating as a Professional • Sixtraits of professionalism are: • 1. striving to excel • 2. being dependable and accountable • 3. being a team player

22. II. Communicating as a Professional • 4. demonstrating etiquette • 5. making ethical decisions • 6. maintaining a positive outlook

23. Focus on the Audience Care About the Audience Respect the Audience Audience-Centered Approach

24. What Employers Expect • Organizing ideas and information • Expressing ideas and information • Reading and listening effectively • Communicating with diverse groups • Using communication technology

25. What Employers Expect • Writing and speaking effectively • Applying business etiquette • Communicating ethically • Obeying regulations and guidelines • Using time productively

26. Sender Has an Idea 1 8 Audience Sends Feedback 7 Audience Reacts to Message Sender Encodes the Idea 2 Audience Decodes Message 6 3 Sender Produces Message Sender Transmits Message 4 Audience Receives Message 5 Communication Process

27. Six Elements of Communication • 1. Context • 2. Sender/Encoder • 3. Message

28. Six Elements of Communication • 4. Medium/Channel • 5. Receiver/Decoder • 6. Feedback/Response

29. The Social Communication Model • In contrast to the publishing mindset, the social communication model is interactive, conversational, and usually open to all who wish to participate. • The common use of social media among businesses is monitoring online discussions about a company and its brands.

30. The Social Communication Model • As for disadvantages, they include information overload, fragmented attention, information security risks, distractions, and blurring of the line between personal and professional lives.

31. Ethical Communication Constructive Feedback Audience-Centered Approach Business Etiquette Intercultural Sensitivity Technology Skills Communication Skills

32. Class Assignment • Write a paragraph introducing yourself to your instructor and your class. • Address such areas as your background, interests, achievements, and goals.

33. True in Every Sense • Includes Relevant Information • Not Deceptive in Any Way IV. Ethical Communication

34. Unethical Communication Unethical Practices Omitting essential information Failing to respect privacy Plagiarism Selective Misquoting Falsifying Numbers Distorting Visuals

35. Ethical Dilemma Ethical Lapse Stakeholders Business Pressures Conflicting Loyalties Illegal Choices Difficult Tradeoffs Unethical Choices Recognizing Ethical Issues

36. Individual Employees Corporate Management Code of Ethics Policies and Structures Making Ethical Choices

37. To Tell or Not to Tell • An old college colleague called and expressed his sympathy for the impending sale of the company you are working for. He said, “Promise me you’ll keep this strictly confidential. Honestly, I am shocked to hear in a top-management meeting that my company is going to buy you guys out. I had no idea how a company as large and reputable as yours could be in such a bad shape. You guys must be very desperate and it must be hell for you all!”

38. On hearing the news, you feel lost as you have heard nothing about any buyout. You are worried and wonder what you should do. • Your Task: • First, comment on whether it is ethical for your friend to tell you about the buyout decision, which is highly confidential.

39. Second, choose one course of action from the following that you would take and briefly explain your choice: • 1. Contact the company CEO and relate what you have heard. • 2. Ask colleagues whether they have heard anything so. • 3. Consult your immediate supervisor confidentially. • 4. Keep quiet as there is nothing you can do about.

40. V. Communicating in a World of Diversity Throughout your career, you will interact with people who differ in • culture • race • age • gender

41. V. Communicating in a World of Diversity • attitude • beliefs • religion • native language • life experiences and educational background.

42. Symbols Beliefs Culture Is A Shared System Thought Patterns Behaviors Communication Attitudes Expectations What Is Culture? Values Norms

43. Assume Differences Tolerate Ambiguity Withhold Judgment Look Past the Surface Show Respect Note Cultural Biases Intercultural Sensitivity

44. Remain Flexible Learn When to be Direct Seek Common Ground Observe and Learn Deal with Individuals Review Travel Books Intercultural Sensitivity

45. Contextual Issues Law and Ethics Social Customs Nonverbal Communication Cultural Differences

46. High Context High Context Low Context Low Context Cultural Context Decision-Making Practices Problem-Solving Methods Negotiating Styles

47. Seek Mutual Ground Withhold Judgment Respect Differences Send Honest Messages Legal and Ethical Views

48. Manners Status and Wealth Concept of Time System of Values Respect for Authority Social Customs Formal Rules Behavior Informal Rules

49. Decoding Verbal Messages Interpreting Nonverbal Signals Nonverbal Communication Communication Process Cultural Context

50. Ethnocentrism Xenophobia Stereotyping Negative Cultural Attitudes