CLASS SCHEDULE Week 1: Business Communication in the Digital Age Week 2: Teamwork & Meeting Week 3: Listening, Non-Verbal Communication, and Etiquette Skills Week 4: Business Presentation Week 5: Intercultural Communication Week 6: Business Messages Week 7: Video Session Week 8: Midterm Exam (Written Test)

Week 9: Proposals, Business plans, and Special Reports Week 10: Short Workplace Messages and Digital Media Week 11: Guest Lecturer Week 12: Positive, Negative, and Persuasive Messages Week 13: Employment Communication Week 14: B-Plan Presentation Week 15: Final Exam (B-Plan Proposal Submission)

Books: Guffey, Mary Ellen,et al, 2015, Business Communication: Process & Product, 8 th edition, Thompson, Canada Williams, Krizan, Logan, Merrier, 2011, Communicating inBusiness, 8 th Edition, South-Western Grading Policy: Midterm Exam: 20 % Final Exam : 20 % (10% B-Plan Proposal + 10% B-Plan Presentation) Individual Performance: 10 % Assignments: 50 %

Chapter 1 Business Communication in the Digital Age Universitas Ciputra Business Communication : Pocess & Product, 8e Guffey & Loewy Business Communication Even Semester 2014/2015 International Business Management

Communication Definition: comes from Latin word communis, means common; process of establishing a common understanding between the people within a certain environment Goals: Receiver understanding, Receiver response, Favorable relationship, Organizational goodwill

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The Communication Process Feedback travels to sender Sender has idea Receiver decodes message Sender encodes message Message travels over channel Possibility for additional feedback to receiver

Communication Skill: Ticket to Running Your Business Traditional Abilities: Reading Listening Nonverbal Speaking Writing New Requirements: Media Savvy Good judgment online: maintaining positive image, protecting company’s reputation

Writing in the Digital Age Writing is more important than ever; online media require an improved set of writing skills Clear and effective communication You are judged by how well you write

Trends in the Workplace Heightened global competition → Dr Pepper ads in the UK: ‘I’m A Pepper!’ Expanded team-based management Innovative communication technologies → s, chat messages, video messages, etc New work environments → work at home Increasingly diverse workforce → The White House is no longer one

Flattened management structure Advantages: Cost-saving and efficiency Fewer layers between managers and line workers Shorter lines of communication Faster decision making Quick response to market changes

Tools for Success in the 21 st Century Market ● Industrial Age: Economy depended on raw materials and physical labour. ● Now: Less brawn and more brain. Workers are categorized as Knowledge and Information workers.

Social Media & The Change in Communication Technologies Savvy organizations use both old and new media: –To connect with consumers –To invite feedback –To improve products and services –To announce promotions and events –To draw traffic to blogs, tweets, website, and online communities –To respond to crisis

Anytime, Anywhere: 24/7/365 Availability The challenges of relentless connectedness across time zones and distances: Extra hours without compensation Blurred line between work and personal life A networked, information-driven workforce never goes ‘off-duty’ in an organization that ‘never sleeps’

The Global Marketplace & Competition Requirements for successful communicators in new markets: Understanding different customs, lifestyles, and business practices Coping with challenges of multiple time zones, vast distances, and different languages Developing new skills and attitudes Practicing cultural awareness, flexibility, and patience → Nike ads in China

Growing Workforce Diversity The benefits of workplace diversity: A diverse staff is more capable of responding to increasingly diverse customer base, locally and globally Team members with various experience are more likely to create products that consumers demand Consumers want to deal with companies respecting their values

Virtual & Non-territorial Offices The Work Shifters: Mobile and decentralized workspaces Flexible work arrangements

Media Richness What communication media to use in workplace? Face-to-face and telephone conversation For complex issues, sensitive subjects RICH Written media ( , letter, memo, note, report) For routine, unambiguous messages LEAN

Informal Communication Channels Grapevine: gossip from the break room to the water cooler to social media Carries unofficial messages Flows haphazardly Can be remarkably accurate Is mostly disliked by management Thrives where official information is limited

Goals of Ethical Business Communicators Abide by the law → respect copyrights Be honest Martha Stewart: selling stocks based on insider information Patricia Dunn (CEO of HP): authorizing Pretexting to investigate phone records

Goals of Ethical Business Communicators Separate facts from opinions Be objective Communicate clearly Use inclusive language → flight attendants, business people Give credit