Business Communication Essentials, 4E By Courtland
Email: Richard@qwconsultancy.com
CHAPTER 1: UNDERSTANDING BUSINESS COMMUNICATION IN TODAY’S WORKPLACE CHAPTER SUMMARY Chapter 1 focuses on the importance and benefits of becoming an effective business communicator and highlights characteristics of effective communication. A definition of effective communication is followed by a discussion of the six phases in the communication process. Five key ways to improve business communication are addressed in detail: committing to ethical communication, adopting an audiencecentered approach, improving intercultural sensitivity, improving workplace sensitivity, and using communication technology effectively. Examples of unethical communication practices and a discussion of how to recognize ethical choices precede a list of questions to help a communicator make an ethical decision. Readers will learn about ways to recognize cultural differences in areas such as cultural contexts, ethics, social customs, and nonverbal communication. The suggestions for polishing both written and oral intercultural skills can help a businessperson communicate more effectively with those of differing cultural backgrounds, as can the list of tips for working in a culturally diverse workforce. Readers are offered an overview of technologies that connect businesses and aspects of using communication technology effectively are presented. The information presented in Chapter 1 provides a base for all the remaining chapters in the text.
TRANSPARENCIES FOR CHAPTER 1 The following transparencies are available in a separate packet: Number Transparency 1 Transparency 2 Transparency 3 Transparency 4 Transparency 5 Transparency 6
Content Understanding the Communication Process Communication Ethics Testing for Communication Ethics Cultural Differences Ethical Choices Level 3: Document Critique (Well-written solution)
CHAPTER OUTLINE Communicating in Today’s Global Business Environment Recognizing Effective Communication Understanding What Employers Expect From You Understanding the Communication Process Developing Your Business Communication Skills Committing to Ethical Communication Recognizing Ethical Choices .
64 1: Understanding Business Communication in Today’s Workplace Making Ethical Choices Adopting an Audience-Centered Approach Improving Your Intercultural Sensitivity Recognizing Cultural Differences Cultural Context Legal and Ethical Differences Social Customs Nonverbal Communication Overcoming Ethnocentrism and Stereotyping Writing for Intercultural and International Audiences Speaking with Intercultural and International Audiences Giving—and Responding to—Constructive Feedback Being Sensitive to Business Etiquette Using Communication Technology Effectively Keeping Technology in Perspective Using Tools Wisely Reconnecting with People Frequently Chapter Summary
TEACHING NOTES Communicating in Today’s Global Business Environment Communication is the process of transferring information and meaning between senders and receivers using one or more written, oral, visual, or electronic channels. Internal communication refers to the exchange of ideas within an organization. External communication carries information into and out of the organization. Effective communication yields a number of important benefits for both you and your company: Faster problem solving Stronger decision making Increased productivity Steadier work flow Strong business relationships More compelling promotional messages Enhanced professional images and stronger brands Improved response from colleagues, employees, supervisors, investors, customers, and other important audiences In this course you will learn the following: How to create effective messages. How to improve your communication skills in an environment that provides honest, constructive criticism. How to collaborate in teams, listen well, master nonverbal communication, and participate in business meetings.
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1: Understanding Business Communication in Today’s Workplace
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How to write effective business messages using a three step process that can be applied to various communication contexts, including e-mail, instant messages, blogs, and online presentations.
Recognizing Effective Communication Good ideas must be expressed clearly and persuasively. To develop effective messages, be sure to follow these steps: Provide practical information Give facts rather than vague impressions Present information in a concise, efficient manner Clarify expectations and responsibilities Offer compelling, persuasive arguments and recommendations
Understanding What Employers Expect from You No matter what career field you select, your employer will expect you to be competent at a wide range of communication tasks. Employers expect you to be able to accomplish the following skills: Organizing ideas and information logically and completely Expressing ideas and information coherently and persuasively Reading and listening to extract the intended meaning from other people’s messages Communicating effectively with people from diverse backgrounds and experiences Using communication technologies effectively and efficiently Following accepted standards of grammar, spelling, and other aspects of highquality writing and speaking Communicating in a civilized manner that reflects contemporary expectations of business etiquette Adhering to applicable government regulations and guidelines Using your time productively
Understanding the Communication Process Communication is a dynamic, two-way process containing eight steps. It is helpful to understand these steps so that you may improve your own skills and be able to recognize the many places and ways in which communication can fail. The following eight steps make up the communication process: The sender has an idea. The sender encodes the idea in a message. The sender produces the message in a transmittable medium. The sender transmits the message through a channel. The audience receives the message. The audience decodes the message. The audience responds to the message. The audience provides feedback to the sender. This process of communication is a simplified model; actual communication is often more complicated.
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66 1: Understanding Business Communication in Today’s Workplace
Developing Your Business Communication Skills Paying close attention to six themes will help improve business communication: Committing to ethical communication Adopting an audience-centered approach Improving intercultural sensitivity Giving—and responding to—constructive feedback Being sensitive to business etiquette Using communication technology effectively Ethics are the accepted principles of conduct that govern behavior within a society. Ethical communication includes all relevant information, is true in every sense, and is not deceptive in any way. Unethical communication can include falsehoods and misleading information (or exclude important information). Examples of unethical communication include the following: Plagiarism Selective misquoting Misrepresenting numbers Distorting visuals Deciding what is ethical can be quite complex. Every company has responsibilities to multiple groups of people inside and outside the firm, and those various groups often have competing interests. When individuals must choose between conflicting loyalties and weigh difficult trade-offs, they face a dilemma. An ethical dilemma involves choosing among alternatives that aren’t clear-cut. An ethical lapse is a clearly unethical (and frequently illegal) choice. Employers have a responsibility to establish clear guidelines for ethical behavior. Many companies establish an explicit ethics policy by using a written code of ethics to help employees determine what is acceptable. Asking yourself six questions can help you make an ethical decision: Have you defined the situation fairly and accurately? What is your intention in communicating this message? What impact will this message have on the people who receive it, or who might be affected by it? Will the message achieve the greatest possible good while doing the least possible harm? Will the assumptions you’ve made change over time? Are you comfortable with your decision? Would you be embarrassed if it were printed in tomorrow’s newspaper or spread across the Internet? Would you be proud to describe your choice to someone you admire and respect? One helpful way to make sure your messages are ethical is to consider your audience. An audience-centered approach means focusing on and caring about the members of your audience (i.e., making an effort to get the message across in a way meaningful and respectful way to them).
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