Chapter 1

Understanding
Business Communication in
Today’s Workplace
 Improved Quicker Stronger
Stakeholder Problem Decision
Response Solving Making

Enhanced
Professional
Effective Increased
Communication Productivity
Image

Clearer Stronger
Steadier
Promotional Business
Work Flow
Materials Relationships
 The Changing Workplace
• Advancing technology

• The information age

• Globalization

• Workforce diversity

• Team-based organizations
 The Communication Process
Phase 1: Phase 6:
Sender Has Channel Receiver
an Idea And Medium Sends Feedback

Phase 2: Phase 5:
Sender Receiver Decodes
Encodes Idea Message

Phase 3: Phase 4:
Six-Phase
Sender Transmits Receiver Gets
Process
Message Message

Situation
 Improving Business Communication

• Commit to ethical communication

• Adopt an audience-centered approach

• Develop intercultural sensitivity

• Improve workplace sensitivity

Committing to Ethical Communication

Ethical Dilemma Ethical Lapse

Alternatives Choice

Unclear Ambiguous Illegal Unethical

Chapter 1 - 6
 Making Ethical Choices

• Is this message legal?

• Is this message balanced?

• Can you live with this message?

• Is this message feasible?

 Audience-Centered
Communication

Biases

Education

Age

Status

Style
 Improving Intercultural Sensitivity

• Recognize cultural differences

• Overcome ethnocentrism

• Polish written intercultural skills

• Develop oral communication skills

 Nonverbal
Communication

Body Language

Personal Space
 Overcoming
Ethnocentrism
• Accept Distinctions

• Avoid Assumptions

• Avoid Judgments
Written Intercultural
Skills
• Use plain English

• Be clear

• Avoid slang and idioms

• Write short paragraphs

Written Intercultural
Skills
• Be brief

• Use transitions

• Use proper addresses

• Cite numbers carefully

 Oral Intercultural
Skills

Minimize Obtain Speak

Noise Feedback Slowly

Clarify Do Not Be
Intent Talk Down Accurate
 Oral Intercultural
Skills

Learn Foreign Listen Adapt

Phrases Carefully Your Style

Check for Clarify the Watch Body

Understanding Next Step Language
 Improving Workplace
Sensitivity
• Assume differences
• Take responsibility
• Withhold judgment
• Be respectful
• Show empathy
• Tolerate ambiguity
 Improving Workplace
Sensitivity
• Be patient

• Be persistent

• Admit cultural biases

• Stay flexible
 Improving Workplace
Sensitivity
• Find common ground

• Send clear messages

• Deal with individuals

• Learn when to be direct

• Test your understanding