Business Communication Essentials Chapter 1 PDF

Business Communication Essentials Chapter 1 Professional Communication in Today’s Digital, Social, Mobile World Copyright © 2016 Pearson Education Limited Chapter 1 - 1  Learning Objectives 1. Define communication and explain...

Business Communication Essentials Chapter 1 Professional Communication in Today’s Digital, Social, Mobile World Copyright © 2016 Pearson Education Limited Chapter 1 - 1  Learning Objectives 1. Define communication and explain the importance of effective business communication. 2. Explain what it means to communicate as a professional in a business context. 3. Describe the communication process model and explain how social media are changing the nature of business Copyright © 2016 Pearson Education Limited Chapter 1 - 2 communication.  Learning Objectives 4. Outline the challenges and opportunities of mobile communication in business. 5. Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical communication choices. Copyright © 2016 Pearson Education Limited Chapter 1 - 3  Learning Objectives 6. Explain how cultural diversity affects business communication and describe the steps you can take to communicate more effectively across cultural boundaries. 7. List four general guidelines for using communication technology effectively. Copyright © 2016 Pearson Education Limited Chapter 1 - 4  Understanding Why Communication Matters (LO 1.1) Define communication and explain the importance of effective business communication. Copyright © 2016 Pearson Education Limited Chapter 1 - 5  Communication Is important to Your Career Entrepreneu Freelancers Executives rs Persuasio Clarity n Writing Listening Speaking Copyright © 2016 Pearson Education Limited Chapter 1 - 6  Communication Is Important To Your Company Closer Marketplace Ties Opportunities for Influence Better Productivity and Problem Solving Better Financial Returns and Results Copyright © 2016 Pearson Education Limited Chapter 1 - 7  Communication Is Important Earlier Warning of Potential To Your Company Problems Stronger, More Timely Decision Making Clear, Persuasive Marketing Messages Increased Employee Engagement Copyright © 2016 Pearson Education Limited Chapter 1 - 8  What Makes Business Communication Effective? Provide practical information Give facts, not vague impressions Deliver information concisely and efficiently Clarify expectations and responsibilities Offer compelling, persuasive arguments and recommendations Copyright © 2016 Pearson Education Limited Chapter 1 - 9 Summary of Discussion In this section, we discussed the following: – Communication Is Important to Your Career – Communication Is Important to Your Company – What Makes Business Communication Effective? The next section will cover Copyright © 2016 Pearson Education Limited Chapter 1 - 10 Communicating as a Professional.  Communicating as a Professional (LO 1.2) Explain what it means to communicate as a professional in a business context. Copyright © 2016 Pearson Education Limited Chapter 1 - 11  What Is Professionalism? Excellence Dependability Teamwork Etiquette Ethical Behavior Positive Attitude Copyright © 2016 Pearson Education Limited Chapter 1 - 12  Understanding What Employers Expect from You Possessing digital information fluency Organizing ideas and information Expressing coherent, persuasive ideas Listening actively to others Communicating in diverse situations Copyright © 2016 Pearson Education Limited Chapter 1 - 13  Understanding What Employers Expect from You Using communication technologies Using standard grammar and spelling Communicating in a civilized manner Practicing ethical communication Managing time and resources Copyright © 2016 Pearson Education Limited Chapter 1 - 14  Communicating in an Organizational Context Upward Downwar Horizonta d Formal l Interactio Grapevin n Informal e Social Media Copyright © 2016 Pearson Education Limited Chapter 1 - 15  Adopting an Audience- Centered Approach Emotional “You” Business Intelligenc Attitude Etiquette e Copyright © 2016 Pearson Education Limited Chapter 1 - 16 Summary of Discussion In this section, we discussed the following: – What Is Professionalism? – Understanding What Employers Expect from You – Communicating in an Organizational Context – Adopting an Audience-Centered Approach Copyright © 2016 Pearson Education Limited Chapter 1 - 17 The next section will cover  Exploring the Communication Process (LO 1.3) Describe the communication process model and the ways social media are changing the nature of business communication. Copyright © 2016 Pearson Education Limited Chapter 1 - 18  The Basic Communication Model 1 The Sender Has an Idea Sender Encodes Idea as a 2 Message 3 Sender Produces the Message 4 Sender Transmits the Message Copyright © 2016 Pearson Education Limited Chapter 1 - 19  The Basic Communication Model Audience Receives Sender’s 5 Message Audience Decodes the 6 Message Audience Responds to the 7 Message Audience Gives Feedback to 8 Sender Copyright © 2016 Pearson Education Limited Chapter 1 - 20  Social Communication Model Copyright © 2016 Pearson Education Limited Chapter 1 - 21  Social Communication Model (in Practice) Tradition Social al Hybrid Media Approac Method Approac h h Custome Strategic Project Policies r Plans Updates Support Copyright © 2016 Pearson Education Limited Chapter 1 - 22 Summary of Discussion In this section, we discussed the following: – The Basic Communication Model – The Social Communication Model The next section will cover The Mobile Revolution. Copyright © 2016 Pearson Education Limited Chapter 1 - 23  The Mobile Revolution (LO 1.4) Outline the challenges and opportunities of mobile communication in business. Copyright © 2016 Pearson Education Limited Chapter 1 - 24 The Rise of Mobile as a Communication Platform Globally, about 80% of internet users access the web with a mobile device Mobile is the primary communication tool for many business professionals About 50% of U.S. consumers use mobile devices exclusively to search online Copyright © 2016 Pearson Education Limited Chapter 1 - 25  Mobile Technologies Are Changing Business Communication Mobile-First Radical Approach Connectivity Copyright © 2016 Pearson Education Limited Chapter 1 - 26  Mobile Technology and Business Communication Practices Challenges of constant connectivity Challenges for creating/consuming content Multitasking and other distractions Pressures on standards of writing Sensory and cognitive extensions Copyright © 2016 Pearson Education Limited Chapter 1 - 27  Mobile Technology and Business Communication Practices Security and privacy concerns Productivity and collaboration Assistance with business tasks Decision making and problem solving Engaging experiences for customers Copyright © 2016 Pearson Education Limited Chapter 1 - 28 Summary of Discussion In this section, we discussed the following: – The Rise of Mobile as a Communication Platform – Mobile Technologies Are Changing Business Communication – Mobile Technology and Business Communication Practices The next section will cover Copyright © 2016 Pearson Education Limited Chapter 1 - 29 Committing to Ethical  Committing to Ethical Communication (LO 1.5) Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical communication choices. Copyright © 2016 Pearson Education Limited Chapter 1 - 30  Unethical Communication Plagiarizing Ideas or Products Omitting Essential Information Selectively Misquoting Copyright © 2016 Pearson Education Limited Chapter 1 - 31  Unethical Communication Misrepresenting Numbers Distorting Visual Displays Risking Privacy and Security Copyright © 2016 Pearson Education Limited Chapter 1 - 32  Distinguishing Ethical Lapses from Ethical Dilemmas What’s an What’s an Ethical Ethical Lapse? Dilemma? Choosing From Making a Among Choice That’s Conflicting Clearly Alternatives Unethical Copyright © 2016 Pearson Education Limited Chapter 1 - 33 Making Ethical Choices Have you defined the situation? Why are you communicating? What impact will your message have? What good or harm will be achieved? Will your assumptions change? Are you comfortable with the Copyright © 2016 Pearson Education Limited Chapter 1 - 34 Summary of Discussion In this section, we discussed the following: – Unethical Communication – Distinguishing Ethical Lapses from Ethical Dilemmas – Making Ethical Choices The next section will cover Communicating in a World of Diversity. Copyright © 2016 Pearson Education Limited Chapter 1 - 35  Communicating in a World of Diversity (LO 1.6) Explain how cultural diversity affects business communication and describe the steps you can take to communicate more effectively across cultural boundaries. Copyright © 2016 Pearson Education Limited Chapter 1 - 36  Advantages of a Diverse Workforce Obtaining More Views and Ideas Understanding Diverse Markets Accessing a Wider Pool of Talent Copyright © 2016 Pearson Education Limited Chapter 1 - 37  Challenges of a Diverse Workforce Understanding Developing the Cultural Effects of Competency Culture Copyright © 2016 Pearson Education Limited Chapter 1 - 38  Key Aspects of Cultural Diversity Cultural Context Age Differences Legal and Ethical Gender Differences Social Customs Religious Differences Nonverbal Signals Ability Differences Copyright © 2016 Pearson Education Limited Chapter 1 - 39  Cultural Context More Less Low-Context Culture Message Content Circumstances High-Context Culture Less More Copyright © 2016 Pearson Education Limited Chapter 1 - 40  Legal and Ethical Differences Seek Mutual Withhold Ground Judgment Send Honest Respect Cultural Messages Differences Copyright © 2016 Pearson Education Limited Chapter 1 - 41  Social Customs Etiquette and Manners Attitudes toward Time Formal Rules Informal Rules Individualism vs. Collectivism Attitudes toward Status or Wealth Respect for Authority Copyright © 2016 Pearson Education Limited Chapter 1 - 42  Nonverbal Communication Communication Process Decoding Interpreting Messages Messages Cultural Context Copyright © 2016 Pearson Education Limited Chapter 1 - 43  Age Differences Cultures that Value Youth Cultures that Value Seniority Cultures with Multiple Generations Copyright © 2016 Pearson Education Limited Chapter 1 - 44  Gender Differences Perception of Men and Women Percentage of Management Roles Different Communication Styles Copyright © 2016 Pearson Education Limited Chapter 1 - 45  Religious Differences Personal Workplace Beliefs Issues Copyright © 2016 Pearson Education Limited Chapter 1 - 46  Ability Differences Respect for Individuals Sensitivity to Differences Use of Assistive Technologies Copyright © 2016 Pearson Education Limited Chapter 1 - 47  Advice for Improving Intercultural Communication Avoid ethnocentrism Avoid stereotyping individuals Don’t assume others are like you Accept differences; don’t be judgmental Communicate respect in other cultures Copyright © 2016 Pearson Education Limited Chapter 1 - 48  Advice for Improving Intercultural Communication Tolerate ambiguity and control frustration Look beyond superficial factors Recognize your own cultural biases Be flexible and prepared to change Observe and learn about other cultures Copyright © 2016 Pearson Education Limited Chapter 1 - 49  Writing for Multilingual Audiences Use Plain Language Use Precise Words Use Clear ExamplesCite Numbers Carefully Avoid Slang & Jargon Be Brief Use Short Paragraphs Use Transitions Copyright © 2016 Pearson Education Limited Chapter 1 - 50  Speaking with Multilingual Audiences Speak clearly and simply Look for feedback Rephrase as needed Clarify your meaning with examples Don’t “talk down” to other person Copyright © 2016 Pearson Education Limited Chapter 1 - 51  Speaking with Multilingual Audiences Learn common greetings and key phrases Listen with care and respect Adapt your style to the other person Check for comprehension often Clarify what will happen next Copyright © 2016 Pearson Education Limited Chapter 1 - 52 Summary of Discussion In this section, we discussed the following: – Advantages of a Diverse Workforce – Challenges of a Diverse Workforce – Eight Key Aspects of Cultural Diversity – Improving Intercultural Communication – Writing for Multilingual Audiences – Speaking with Multilingual Audiences The next section will cover Using Technology to Improve Business Copyright © 2016 Pearson Education Limited Chapter 1 - 53  Using Technology to Improve Business Communication (LO 1.7) List four general guidelines for using communication technology effectively. Copyright © 2016 Pearson Education Limited Chapter 1 - 54  Keeping Technology in Perspective Help You Accomplish Essential What Tasks Technology Can Do Support Interpersonal Communication Replace Interpersonal What Communication Technology Cannot Do Think for You or Supply Essential Skills Copyright © 2016 Pearson Education Limited Chapter 1 - 55  Using Tools Productively Using Technologies Effectively Using Technologies Efficiently Learning Advanced Features Copyright © 2016 Pearson Education Limited Chapter 1 - 56  Guarding Against Information Overload Message Message Senders Recipients Set Filters and Consider the Priorities Audience Limit RSS and Meet Audience Twitter Feeds Needs Copyright © 2016 Pearson Education Limited Chapter 1 - 57  Reconnecting with People Frequently Solve Tough Problems Maintain Interpersonal Relationships Learn about Other People Let People Get to Know Who You Are Copyright © 2016 Pearson Education Limited Chapter 1 - 58 Summary of Discussion In this section, we discussed the following: – Keeping Technology in Perspective – Using Tools Productively – Guarding Against Information Overload – Reconnecting with People Frequently This concludes our discussion of Chapter 1: Professional Communication in Today’s Copyright © 2016 Pearson Education Limited Chapter 1 - 59  Business Communication Essentials Chapter 1 Professional Communication in Today’s Digital, Social, Mobile World Copyright © 2016 Pearson Education Limited Chapter 1 - 60