1. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 1 Understanding Business Communication in Today’s Workplace

2. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 2 DecisionMakingDecisionMakingStakeholderResponseStakeholderResponse PromotionalMaterialsPromotionalMaterials Work Flow ProductivityProductivityProfessionalImageProfessionalImage ProblemSolvingProblemSolving BusinessRelationshipsBusinessRelationships EffectiveCommunicationEffectiveCommunication

3. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 3 Today’s Dynamic Workplace Advances in Technology Advances in Technology The Age of Information The Age of Information Globalization and Diversity Globalization and Diversity Team-Based Organizations Team-Based Organizations

4. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 4 The Communication Process Step 2 Sender Encodes Idea Step 2 Sender Encodes Idea Step 3 Sender Transmits Message Step 3 Sender Transmits Message Step 4 Receiver Gets Message Step 4 Receiver Gets Message Step 5 Receiver Decodes Message Step 5 Receiver Decodes Message Step 1 Sender Has An Idea Step 1 Sender Has An Idea Step 6 Receiver Sends Feedback Step 6 Receiver Sends Feedback Feedback also needs to be encoded, transmitted, and decoded Channel

5. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 5 Building Business Communication Skills InterculturalSensitivityInterculturalSensitivityWorkplaceSensitivityWorkplaceSensitivityCommunicationTechnologyCommunicationTechnology EthicalConsiderationsEthicalConsiderationsAudience-CenteredApproachAudience-CenteredApproach

6. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 6 Committing to Ethical Communication Unethical Practices PlagiarismPlagiarismSelectiveMisquotingSelectiveMisquotingMisinterpretingNumbersMisinterpretingNumbersDistortingVisualsDistortingVisuals

7. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 7 Recognizing Ethical Choices Ethical Dilemma StakeholdersStakeholders Conflicting Loyalties Difficult Tradeoffs Ethical Lapse Business Pressures Illegal Choices Unethical Choices

8. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 8 Making Ethical Choices Policies and Structures Individual Employees Individual Employees Corporate Management Corporate Management Code of Ethics

9. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 9 Audience-Centered Approach Focus on Audience Be Respectful Observe Etiquette

10. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 10 Improving Intercultural Sensitivity SymbolsAttitudes BeliefsExpectations ValuesNorms Culture Is A Shared System Behaviors Communication Thought Patterns

11. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 11 ContextualIssues Legal and Ethical Issues Cultural Differences

12. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 12 Social Customs NonverbalCommunication Cultural Differences

13. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 13 Cultural Context Decision Making Practices Problem Solving Techniques Negotiating Styles HighContext LowContext HighContext LowContext

14. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 14 Legal and Ethical Behavior Seek Mutual Ground Withhold Judgment Respect Differences Send Honest Messages

15. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 15 Social Values and Customs Work and Success Roles and Status Use of Manners Concept of Time

16. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 16 Nonverbal Communication Style of Dress Gestures Facial Expressions

17. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 17 Negative Cultural Attitudes EthnocentrismEthnocentrismXenophobiaXenophobia StereotypingStereotyping

18. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 18 Overcoming Ethnocentrism Cultural Pluralism Acknowledge Distinctions Avoid Judgments Avoid Assumptions

19. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 19 Written Intercultural Skills Use Plain English Strive for Clarity Use Proper Addresses Cite Numbers Carefully

20. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 20 Written Intercultural Skills Strive for Brevity Use Transitions Avoid Slang and Idioms Keep Paragraphs Short

21. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 21 Oral Intercultural Skills Minimize “Noise” Obtain Feedback Speak Slowly Clarify Intent

22. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 22 Oral Intercultural Skills Don’t Patronize Use Accurate Language Learn Foreign Phrases Listen Carefully

23. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 23 Oral Intercultural Skills Adapt Your Style Confirm Understanding Clarify the Next Step Watch Body Language

24. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 24 Improving Workplace Sensitivity Assume Differences Take Responsibility Withhold Judgment Show Respect Practice Empathy

25. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 25 Improving Workplace Sensitivity Tolerate Ambiguity Look Past the Surface Be Patient and Persistent Admit Cultural Biases Stay Flexible

26. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 26 Improving Workplace Sensitivity Seek Common Ground Send Clear Messages Deal with the Individual Learn When to Be Direct Observe and Learn

27. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 27 Communication Technology Voice Technologies Virtual Agents Mobile Communication Networking Advances

28. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 28 Using Technological Tools Internet E-mail Mobile Computing Voice Mail Maintain Perspective Boost Productivity Reconnect with People

29. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 1 - 29 Reviewing Key Points Effective communication Today’s dynamic workplace The communication process Business communication skills