Chapter 8 1 Interpersonal Communication

Learning Objectives 2 1. Improving listening skills 2. Improving nonverbal communication 3. Developing business etiquette 4. Discuss intercultural communication 5. Define culture and cultural bias 6. Improve intercultural communication

IMPROVING YOUR LISTENING SKILLS 3

Types of Listening 4 Active Content Critical Empathic

The Listening Process 5 1. Receiving 2. Decoding 3. Remembering 4. Evaluating 5. Responding

Interrupting speakersCreating distractions Selective listeningSelective perception Language/experienceMemory issues Barriers to Listening 6

Summary of Discussion 7

IMPROVING YOUR NONVERBAL COMMUNICATION SKILLS 8

Nonverbal Categories 9 Facial expressionsGestures and posture Vocal characteristicsPersonal appearance Touching behaviorTime and space

Effective Nonverbal Communication 10 Talking Talking Not Talking Not Talking Listening Listening

Summary of Discussion 11

DEVELOPING YOUR BUSINESS ETIQUETTE 12

In the Workplace 13

Diversity Issues Communicating in a World of Diversity 14

Learning Objectives 1.Discuss intercultural communication 2.Define culture and cultural bias 3.Explore cultural differences 4.Learn to adapt to any business culture 5.Improve intercultural communication 15

Understanding the Opportunities and Challenges of Communicating in a Diverse World 16

Opportunities in a Global Marketplace Growth Growth Revenues Revenues Competition Competition 17

Advantages of Diversity 18

Communication Issues 19

Summary of Discussion 20

DEVELOPING CULTURAL COMPETENCY 21

Concept of Culture Automatic Automatic Coherent Coherent Complete Complete 22

Negative Attitudes Ethnocentrism Ethnocentrism Xenophobia Xenophobia Stereotyping Stereotyping 23

Cultural Pluralism Assumptions Assumptions Judgments Judgments Distinctions Distinctions 24

Summary of Discussion 25

RECOGNIZING VARIATIONS IN A DIVERSE WORLD 26

Cultural Context High context Low context 27

Legalities and Ethics Seek mutual ground Withhold judgment Send honest messages Respect cultural differences 28

Social Differences Attitudes about work and success Concepts of roles and status The use of manners Concepts of time Orientation toward the future Openness and inclusiveness 29

Nonverbal Differences SendersReceivers Nonverbal signals Cultural context 30

Age Differences 31

Gender Differences 32

Religious Differences PersonalbeliefsWorkplaceissues 33

Ability Differences Assistivetechnologies 34

Summary of Discussion 35

ADAPTING TO OTHER BUSINESS CULTURES 36

Adapting to Any Business Culture Personal biases The “Golden Rule” Tolerance, flexibility, and respect Patience and a sense of humor 37

Adapting to U.S. Business Culture IndividualismEquality Privacy and personal space Time schedules Religion Communication style 38

Summary of Discussion 39

IMPROVING INTERCULTURAL COMMUNICATION SKILLS 40

Studying Other Cultures 41

Studying Other Languages 42

Respecting Communication Styles and Preferences Directness Directness Formality Formality Media Media 43

Writing Clearly Word choice Transitional elements Numbers and dates Popular culture Conciseness International addresses Slang, jargon, or idioms Audience expectations 44

Intercultural Conversations Speaking and listening 45

Translators or Interpreters Written communication Spoken communication 46

Help Others Adapt Expedite communication 47

Summary of Discussion 48