1. Chapter 2 Diversity and Ethics
Business Communication
Chapter 2
Diversity and Ethics
Copyright South-Western Cengage Learning

2. Objectives Standard(s)
Define diversity and identify its benefits and challenges in the workplace
Discuss the diversity of the U.S. population and workforce
Discuss how globalization affects the workplace
Standard(s)
1.0 - develop and apply concepts related to human relations, safety, career development, communications and leadership skills for a global workplace

3. Overview of Diversity Diversity benefits Diversity challenges
Diversity trends
Diversity Terms
© Digital Vision / Getty Images
A diverse workforce can help a company understand its customers.
2.1 Diversity at Work

4. Diversity Benefits Having a diverse workforce
Enhances the reputation of the company
Helps company attract talented employees and keep customers
Can help a company understand its customers’ needs
Diverse workgroups may be more creative and innovative

5. Diversity Challenges
Lack of attention to diversity issues can be costly
Possibly lose employees who believe that their employer is indifferent or hostile to people “like them”
May not understand their customers’ needs/wants

6. Diversity Trends Population predictions Diverse workforce
U.S. population projected to reach million in 2050
U.S. population will become more diverse
Hispanic and Asian populations will triple over the next half century
Caucasians will soon be the MINORITY!
By 2030, about 1 in 5 people will be 65 or older
Diverse workforce
Workforce will increase to million by THIS YEAR
Women will make up close to half the labor force
2.1 Diversity at Work

7. The World as a Global Workplace
Globalization: the integration of activities among nations in areas such as commerce and culture
Globalization and the workforce
Competing with candidates from around the world
Harder to get a job
Multinational companies
Conducts business w/ at least 2 nations
PepsiCo is available in nearly 200 countries
© Beathan / Corbis
Globalization affects the workforce in many ways.
2.1 Diversity at Work

8. Work/Life Balance
Work/life balance: the need workers have to balance work with other aspects of life
Different careers make different demands on workers and their families
Consider how your career choice will affect all aspects of your life
2.1 Diversity at Work

9. Quick Review What are some benefits of having a diverse workforce?
Is the U.S. workforce as a whole getting younger or older?
How can globalization affect people who are looking for jobs?

10. 2.1 Assignment
Grab a Business Communications textbook (author THOMAS MEANS)
Turn to page 39
Complete Part B – Diversity in Your State
Use this website:
Select a Chapter: Chapter 2
Web Links
USA Quick Facts
Turn in when finished! 

11. Section 2.2 Differences

12. Objectives Standard(s) Describe examples of differences among cultures
Explain the importance of respecting customs and practicing etiquette
Standard(s)
1.0 - develop and apply concepts related to human relations, safety, career development, communications and leadership skills for a global workplace

13. Cultural Differences Language Body language Personal space
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Greeting colleagues appropriately is important.
2.2 Differences

14. Language Most common communication barrier
In the 2000 U.S. Census, nearly 11 million people indicated that they did not speak English well or at all!
Don’t forget that even people from different states in our country have different accents that make it difficult to understand

15. Body Language
The facial expressions, gestures, or postures that accompany a person’s words often have GREATER meaning than the words themselves
The less people understand English, the more they rely on body language

16. Body Language Gestures are NOT the same everywhere!
The “okay” symbol means worthless or zero in France
Elsewhere, it is considered obscene
In the US, eye contact while talking is GREAT!
In many other cultures, less eye contact is more respectful
Many countries and religions consider feet to be unclean
Do not cross your feet at the ankles, it shows the soles of your feet, which is considered rude
If you touch someone with your feet, apologize!

17. Personal Space
Most Americans appreciate personal space of 18 inches to 4 feet
This of course varies for different cultures
Being in someone’s personal space may make some people uncomfortable
When American’s step back to create more space, in some cultures, this is offensive

18. Customs and Etiquette
Customs: beliefs, traditions, and practices of a group of people
Etiquette: a set of rules of behavior for a particular place or situation
Customs and etiquette vary from culture to culture
Stereotype – certain belief about a group of people
Leads to judging people as members of a group rather than individuals
Prejudice – bias that prevents objective thought about a person or thing
Can hinder communication
2.2 Differences

19. Quick Review
Name 2 differences in culture that may be barriers to communication.
How can a stereotype and prejudice hinder communication?

20. Section 2.3 Strategies for Effective Communication

21. Objectives Standard(s)
Describe traits and actions that indicate a person has a professional attitude
Describe strategies for speaking and corresponding successfully with people from other cultures
Standard(s)
1.0 - develop and apply concepts related to human relations, safety, career development, communications and leadership skills for a global workplace

22. Professional Attitude
Reduces communication barriers
A person who has a professional attitude:
Refrains from making judgments about others
Keeps an open mind
Does not make assumptions or jump to conclusions
Keeps emotions in check
Is slow to take offense
Gives others the benefit of the doubt
2.3 Strategies for Effective Communication

23. Professional Attitude
Not being offended easily is one of the MOST IMPORTANT aspects of having a professional attitude
If a coworker says something that sounds offensive, stop and think.
Was the offense intentional?
Did you understand the remark correctly?
How often has someone interpreted something you said differently than you intended?
Is it possible that could be the case here, too?

24. Cross-Cultural Communication
When people from different cultures share messages
Guidelines
Learning
Language
Cross-Cultural Guidelines
© Digital Vision / Getty Images
When language is a barrier, use visual aids that are easily understood.
2.3 Strategies for Effective Communication

25. Learning
When working with people from other cultures, spend time learning about those cultures
Use internet sources, read books/magazines, and see foreign movies
Visit ethnic neighborhoods
Enroll in diversity training

26. Language Language is the first barrier to cross-cultural communication
Some companies offer foreign language courses for employees
If nothing else, learn how to: greet someone, say goodbye, say please and thank you. This can open the door to good relationships with people from other cultures

27. Fairness and Sensitivity
Have a professional attitude
Treat everyone with respect
Do not discriminate unfairly
© Photodisc / Getty Images
Avoid sensitive topics when talking with clients.
2.3 Strategies for Effective Communication

28. Fairness and Sensitivity
Do not say: the Vietnamese patient in Room 122
Say: the patient in Room 122
Do not say: Steve is a male nurse
Say: Steve is a nurse
Do not say: the bagger with Down’s syndrome
Say: the bagger at Register 4

29. Quick Review
What traits and actions indicate that a person has a professional attitude?
What methods can you use to learn about other cultures?

30. EEOC EEOC: U.S. Equal Employment Opportunity Commission Questions
List the links that are shown under Discrimination by Type.
Click one of the links and read the page. TYPE a paragraph of the main points of the page that you have chosen. Save this document in YOUR DOCUMENTS!
2.3 Strategies for Effective Communication

31. 2.3 Assignment Business Communication Textbook (MEANS) Page 51
Parts A, B, C (TYPE)
Save under YOUR DOCUMENTS! After you save, right click in the My Documents folder and click COPY
In order to TURN IN both assignments:
Student Apps
Assignment turn in
Rochelle
Find YOUR NAME
Open folder and right click and click PASTE

32. Section 2.4 Ethics in Business Communication

33. Objectives Standard(s) Define ethics
Identify ethical issues related to communication
Apply ethical standards to business communication
Standard(s)
1.0 - develop and apply concepts related to human relations, safety, career development, communications and leadership skills for a global workplace

34. Ethics in Business Communication
Ethics: principles of right and wrong
Personal ethics are influenced by:
Your experiences
Your culture
Code of ethics: statement of how a business or group should treat clients, employees, or members
2.4 Ethics in Business Communication

35. Communicating in an Ethical Way
Honesty
Confidential information
Medical information
Protected by law
Can’t share w/o written consent
Other types of information
Identity theft
Trade secrets
Gives a business a competitive advantage
These are both CRIMES
© Photodisc / Getty Images
Be truthful when communicating with customers.
2.4 Ethics in Business Communication

36. Communicating in an Ethical Way
Protecting confidential data
Understand your company’s policies
Privacy and electronic rights
Protect data stored on computers
Keep passwords SECURE – see handout
Remember that and text messages are not private
2.4 Ethics in Business Communication

37. Communicating in an Ethical Way
Plagiarism
Avoiding plagiarism – source anything you may use
Copyright and fair use
Copyright ©– the legal right of someone, usually the author or artist, to use or reproduce a work
During the time of the copyright, if you wish to quote something from a book, you must obtain WRITTEN permission from the author
Fair use – allows limited use of copyrighted material without the author’s permission
Cannot profit from use

38. Quick Review What factors influence personal ethics?
List four types of information that are often confidential.
Should you make a comment in an or instant message that you would not put in a printed letter? Why or why not?
How can you avoid plagiarism?

39. Project Time!!
See handout 

40. Cross-Cultural Communication Guidelines
Do not make assumptions
Be adaptable
Avoid discussing sensitive topics
Be careful when using humor
Maintain personal contact
Listen actively
Use visual aids
BACK
2.3 Strategies for Effective Communication

41. Terms Related to Diversity
Race
The division of people into groups based on physical characteristics, such as skin or hair color
Ethnicity
The division of people into groups that share a common ancestry, history, or culture
Culture
A set of beliefs, attitudes, practices, and social customs that distinguishes a group of people
Inclusion
Seeing and valuing the contributions of everyone in a workplace and treating everyone fairly
BACK
2.1 Diversity at Work