1. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Facing Today’s Communication Challenges 1 C H A P T E R

2. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Learning Objectives u Examine the process of communication. u Understand the powerful effect culture has on communication. u Compare key North American cultural values with those of other cultures. u Describe methods for improving cross-cultural communication. u Discuss the effects of changing markets, work practices, and workforce diversity.

3. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Learning Objectives u Identify specific techniques that develop effective communication among diverse workplace audiences. u Explain how computer technologies help business communicators collect information and process words. u Explain how electronic mail and presentation software enhance communication for businesspeople.

4. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Communication Process u Communication is the transmission of information and meaning from one individual or group to another.

5. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Communication Model Sender Has Idea

6. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Communication Model Sender Has Idea Sender Encodes Message

7. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Communication Model Sender Has Idea Sender Encodes Message Channel Carries Message

8. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Communication Model Sender Has Idea Sender Encodes Message Channel Carries Message Receiver Decodes Message

9. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Communication Model Sender Has Idea Sender Encodes Message Channel Carries Message Receiver Decodes Message Receiver Understands Message

10. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Communication Model Sender Has Idea Sender Encodes Message Channel Carries Message Receiver Decodes Message Receiver Understands Message Feedback

11. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Communication Model Expanded Stimulus Encoding Understanding Decoding Understanding Encoding Person A Person B BARRIERSBARRIERS Sending Channel Feedback Channel

12. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning u Form and appearance of message u Subject of the message u Attitude toward the message u Communication skills u Physical conditions Factors Affecting Receiver Understanding

13. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Barriers to Communication u Physical distractions u Long communication chains u Lack of interest in the message u Emotional interference

14. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Overcoming Barriers to Communication u Realize that communication is imperfect. u Adapt the message to the receiver. u Improve your language and listening skills. u Question your preconceptions. u Plan for feedback.

15. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Culture and Communication u Good communication demands special sensitivity and skills when communicators are from different cultures.

16. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Dimensions of Western Culture u Individualism u Initiative u Self-assertion u Personal achievement

17. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Dimensions of Western Culture u Informality u In dress u Less emphasis placed on rituals, ceremonies, rank

18. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Dimensions of Western Culture u Communication style u Value directness u Impatient with delays u Use words literally

19. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Dimensions of Western Culture u Time orientation u Precious u Correlates with productivity u Limited supply

20. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Controlling Ethnocentrism and Stereotyping u Avoid ethnocentrism (the belief that one’s culture is superior; judging others by one’s cultural norms).

21. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Controlling Ethnocentrism and Stereotyping u Develop tolerance. u Practice empathy. u Become nonjudgmental. u Celebrate diversity. u Develop patience.

22. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Controlling Ethnocentrism and Stereotyping u Move beyond stereotypes. u Look beneath surface. u Discover individual personal qualities.

23. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Adapting Oral Messages to Intercultural Audiences u Learn some language of the host country. u Use plain English. u Observe nonverbal communication. u Encourage feedback. u Check frequently for comprehension. u Speak slowly and enunciate clearly. u Accept blame for any misunderstandings. u Listen without interrupting.

24. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Adapting Written Messages to Intercultural Audiences u Use a translator for important and persuasive documents and those with wide distribution. u Write with short sentences and short paragraphs. u Include relative pronouns (that, which, who). u Use precise, simple words (end instead of terminate).

25. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Adapting Written Messages to Intercultural Audiences u Avoid contractions (they are instead of they're). u Avoid idioms (right as rain), slang (burned out), acronyms (snafu), abbreviations (ad, rep), and jargon (green mail). u Write out most numbers; for money, use the listener's currency.

26. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Changing the Structure of Business Businesses will adopt the following practices: u Team-oriented management u Employee empowerment u Flattened organizations

27. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Identifying the Benefits of Diversity Diversity benefits: u Consumers u Work teams u Business organizations

28. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Communicating Effectively in a Diverse Workplace u Invite, use, and give feedback. u Make fewer assumptions. u Learn about your cultural self. u Learn about other cultures and identity groups. u Seek common ground.

29. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Communicating Effectively in a Diverse Workplace u Understand the value of differences. u Don’t expect conformity. u Create zero tolerance for bias and stereotypes. u Practice focused, thoughtful, and open- minded listening.

30. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Using Communication Technologies u Information collection u Word processing u Electronic mail u Presentations

31. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Using Communication Technologies Information Collection u Use internal company databases for such information as customer names, addresses, preferences. u Use commercial on-line services, such as Electric Library Canada and Lexis-Nexis, to collect specialized information.

32. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Using Communication Technologies Information Collection u Use Sympatico and AOL Canada for cheaper, generalized services. u Use Internet for access to World Wide Web sites.

33. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Using Communication Technologies Word Processing u Learn to use features of your program competently. u Develop keyboarding skills so that you can compose quickly and accurately.

34. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Using Communication Technologies Electronic Mail u Eliminates “telephone tag” and cuts telephone bills. u Improves response time and reduces time- zone barriers.

35. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Using Communication Technologies Electronic Mail u Enables writer to digest message and respond thoughtfully. u Reduces paper use, filing space, and printer use. Major Disadvantage: Information over-load resulting from mass of unsorted messages.

36. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Using Communication Technologies Presentations u Windows-based graphics programs produce professional presentations. u Most popular programs are Corel Presentations and Microsoft PowerPoint. u Templates help beginners create special effects.

37. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 1. Encoding is the process of: a. Creating a meaningful dialogue. b. Selecting and organizing symbols to represent a message. c. Understanding the meaning of a message.

38. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 1. Encoding is the process of: a. Creating a meaningful dialogue. b. Selecting and organizing symbols to represent a message. c. Understanding the meaning of a message.

39. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 2. Decoding is the process of: a. Avoiding noise and interference. b. Selecting and organizing symbols for feedback. c. Interpreting the meaning of communicated symbols.

40. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 2. Decoding is the process of: a. Avoiding noise and interference. b. Selecting and organizing symbols for feedback. c. Interpreting the meaning of communicated symbols.

41. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 3. Stereotyping can be defined as: a. Belief in the superiority of one’s own race. b. Oversimplified behavioural pattern applied uncritically to groups. c. Empathic, appreciating beliefs and practices differing from your own.

42. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 3. Stereotyping can be defined as: a. Belief in the superiority of one’s own race. b. Oversimplified behavioural pattern applied uncritically to groups. c. Empathic, appreciating beliefs and practices differing from your own.

43. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 4. Ethnocentrism can be defined as: a. Belief in the superiority of one’s own race. b. Oversimplified behavioural pattern applied uncritically to groups. c. Sympathetic and appreciating beliefs and practices differing from your own.

44. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 4. Ethnocentrism can be defined as: a. Belief in the superiority of one’s own race. b. Oversimplified behavioural pattern applied uncritically to groups. c. Sympathetic and appreciating beliefs and practices differing from your own.

45. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill List four electronic resources you can use to collect business information. 1. 2. 3. 4.

46. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill List four electronic resources you can use to collect business information. 1. Internal company databases 2. Commercial on-line services 3. Generalized services 4. The Internet

47. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Select the communication technology that... 1. Is a collection of voluntarily linked computer networks. a. Word processing b. Internet c. Electronic mail

48. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Select the communication technology that... 1. Is a collection of voluntarily linked computer networks. a. Word processing b. Internet c. Electronic mail

49. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Select the communication technology that... 2. Carries messages electronically over networks connected by telephone lines and satellites. a. Word processing b. Internet c. Electronic mail

50. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Select the communication technology that... 2. Carries messages electronically over networks connected by telephone lines and satellites. a. Word processing b. Internet c. Electronic mail

51. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Select the communication technology that... 3. Is software used to write, edit, and format letters and other business documents. a. Word processing b. Internet c. Electronic mail

52. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Select the communication technology that... 3. Is software used to write, edit, and format letters and other business documents. a. Word processing b. Internet c. Electronic mail

53. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning