1. Chapter 1 Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 1 Understanding Business Communication in Today’s Workplace

2. Learning Objectives 1.Learn why communication matters 2.Identify skills today’s employers expect 3.Explore the communication process 4.Commit to ethical communication 5.Communicate in a diverse world 6.Use communication technology Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 2

3. Understanding Why Communication Matters Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 3

4. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 4 Career Success

5. Your Company Closer ties with the marketplaceCloser ties with the marketplace Conversations, perceptions, and trendsConversations, perceptions, and trends Humanize business organizationsHumanize business organizations Faster problem solvingFaster problem solving Stronger decision makingStronger decision making Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 5

6. Your Company Increased productivityIncreased productivity Steadier work flowSteadier work flow Compelling promotional messagesCompelling promotional messages Enhanced images and stronger brandsEnhanced images and stronger brands Financial advantagesFinancial advantages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 6

7. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 7 Communication PracticalPractical FactualFactual ClearClear ConciseConcise PersuasivePersuasive

8. Communicating in Today’s Global Business Environment Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 8

9. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 9 What Employers Expect Organizing ideas and informationOrganizing ideas and information Expressing yourself coherentlyExpressing yourself coherently Constructing compelling narrativesConstructing compelling narratives Evaluating data and informationEvaluating data and information Listening actively to othersListening actively to others

10. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 10 What Employers Expect Communicating with diverse audiencesCommunicating with diverse audiences Using communication technologiesUsing communication technologies Using standard grammar and spellingUsing standard grammar and spelling Adapting messages and stylesAdapting messages and styles Communicating in a civilized mannerCommunicating in a civilized manner

11. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 11 What Employers Expect Communicating ethicallyCommunicating ethically Respecting company informationRespecting company information Following laws and regulationsFollowing laws and regulations Managing time and resourcesManaging time and resources Improving your skills over timeImproving your skills over time

12. Organizational Context Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 12 CommunicationChannelsCommunicationChannelsCompanyPoliciesCompanyPolicies OrganizationalStructureOrganizationalStructurePersonalRelationshipsPersonalRelationships

13. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 13 Center on Audience Audience Needs Audience Needs Writing and Speaking Writing and Speaking Listening Ability Listening Ability Working Relationships Working Relationships

14. Business Etiquette Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 14 Respect Respect Courtesy Courtesy Common Sense Common Sense

15. Exploring the Communication Process Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 15

16. Communication Process Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 16 1. Sender has an idea 2. Sender encodes the idea 3. Sender produces the message 4. Sender transmits the message

17. Communication Process Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 17 5. Audience receives the message 6. Receiver decodes the message 7. Receiver responds to the message 8. Receiver provides feedback

18. Communication Models Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 18 SocialTraditional Interactive Conversational Accessible Scripted One-Way Directive

19. Business Communication 2.0 Model Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 19 Traditional Approach Social Media Approach Hybrid Method Hybrid Method Strategic Plans Strategic Plans Policies Customer Support Customer Support Project Updates Project Updates

20. Committing to Ethical Communication Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 20

21. Plagiarism Plagiarism Omission Omission Misquoting Misquoting Distortion Distortion Privacy Privacy Unethical Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 21

22. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 22 Ethical Questions Ethical Dilemma Ethical Lapse

23. Make Ethical Choices Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 23 Have you defined the situation?Have you defined the situation? Why are you communicating?Why are you communicating? What impact will your message have?What impact will your message have? What good or harm will be achieved?What good or harm will be achieved? Will your assumptions change?Will your assumptions change? Are you comfortable with the decision?Are you comfortable with the decision?

24. Communicating in a World of Diversity Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 24

25. Advantages Ideas and Views Diverse Markets Employee Talents Disadvantages Perceptions Responses Communication Workforce Diversity Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 25

26. Key Diversity Aspects Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 26 Cultural Context Legal and Ethical Social Customs Nonverbal Signals Age Differences Gender Differences Religious Differences Ability Differences

27. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 27 Cultural Context

28. Legalities and Ethics Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 28 Seek Mutual Ground Ground Withhold Judgment Send Honest Messages Messages Respect Cultural Differences Differences

29. Social Customs Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 29 Formal Rules Informal Rules

30. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 30 Nonverbal Signals Cultural Context Communication Process Decoding Messages Decoding Messages Interpreting Messages Interpreting Messages

31. Age Differences Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 31

32. Gender Differences Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 32

33. Religious Differences Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 33 PersonalBeliefsPersonalBeliefs WorkplaceIssuesWorkplaceIssues

34. Ability Differences Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 34 AssistiveTechnologies

35. Improving Intercultural Communication Avoid ethnocentrismAvoid ethnocentrism Avoid stereotypingAvoid stereotyping Don’t assume others are like youDon’t assume others are like you Avoid being judgmentalAvoid being judgmental Respect other culturesRespect other cultures Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 35

36. Improving Intercultural Communication Tolerate ambiguityTolerate ambiguity Look beyond superficial factorsLook beyond superficial factors Recognize your own biasesRecognize your own biases Be flexible and prepared to changeBe flexible and prepared to change Observe and learnObserve and learn Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 36

37. Plain Language Clarity Numbers Slang Terms Technical Jargon Brevity Paragraphs Transitions Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 37 Intercultural Writing

38. Speaking with Multilingual Audiences Speak clearly and simplySpeak clearly and simply Look for feedbackLook for feedback Rephrase as neededRephrase as needed Clarify your meaningClarify your meaning Do not “talk down” to othersDo not “talk down” to others Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 38

39. Speaking with Multilingual Audiences Learn important phrasesLearn important phrases Listen with care and respectListen with care and respect Adapt your conversation styleAdapt your conversation style Check for comprehensionCheck for comprehension Clarify what will happen nextClarify what will happen next Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 39

40. Using Communication Technology Effectively Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 40

41. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 41 Using Technology MaintainPerspectiveMaintainPerspective Be Productive

42. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 42 Using Technology Stop Information Overload OverloadReconnect with People Reconnect

43. Understanding Business Communication in Today’s Workplace Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 1 - 43