Chapt1 PPT. Business Communications

Key Ingredients to Career Success Integrity Interpersonal skills Communication  © 2009 Cengage Learning. All rights reserved. Based on a survey of 500 CEOS: Smith, K. V., and Savoian, R. (1991, December 21). Climbing to the top: Rising through the corporate ladder. Review of Business , St. John’s University. 1

Other Career Skills © 2009 Cengage Learning. All rights reserved. Receptive to new ideas and innovative approaches Committed to continued career learning Have expertise and ability to think in general terms Finds humor in work situations Can lead others 1

Communication Process: The Exchange The process of selecting and organizing the message The process of interpreting the message  © 2009 Cengage Learning. All rights reserved. 2 Encoding The Message Decoding The Message

Communication Flow in Organizations Formal Network Flow  © 2009 Cengage Learning. All rights reserved. Follows a company’s formal organization chart created by management. Controls individual and group behavior. Achieves the organization’s goals. Dictated by the cultural, technical, political, and economic environment of the organization. 3

Formal Network Flow in an Organization Downward Communication Supervisor to employee Upward Communication Feedback to downward communication Horizontal Communication Interaction between organizational units on the same hierarchical level  © 2009 Cengage Learning. All rights reserved. 3

Develops as people interact within the formal communication system and certain behavior patterns emerge—patterns that accommodate social and psychological needs. Communication Flow in Organizations  © 2009 Cengage Learning. All rights reserved. Informal Network Flow 3

In your experience, what kind of interference causes the most difficulties? Background noise Movement in your field of vision Your thinking ahead for a response Room temperature © 2009 Cengage Learning. All rights reserved. 2

External Factors Influencing Business Communication LEGAL & ETHICAL International Laws Domestic Laws Code of Ethics Stakeholder Interests Ethical Frameworks Personal Values DIVERSITY Cultural Differences Language Barriers Gender Issues Education Levels Age Factors Nonverbal Differences TEAM ENVIRONMENT Trust Team Roles Shared Goals and Expectations Synergy Group Reward Distributed Leadership TECHNOLOGY Accuracy and Security Issues Telecommunications Software Applications “ High-touch” Issues Telecommuting Databases  © 2009 Cengage Learning. All rights reserved. 4

Ways to Deal with Pressure to Compromise Your Ethics: Consider your personal value system early. Become aware of a tendency to rationalize. Learn to analyze ethical dilemmas.  © 2009 Cengage Learning. All rights reserved.

Communicate Ethically & Responsibly State information as truthfully and fairly as possible Do not exaggerate facts Express ideas understandably Support viewpoint with facts State ideas with consideration that preserves receiver’s self-worth Design honest graphics  © 2009 Cengage Learning. All rights reserved. 4

Causes of Illegal and Unethical Behavior Excessive emphasis on _______ __________ corporate loyalty Obsession with _________ advancement Expectation of not getting _______ Unethical _____ set by top management ___________ about whether an action is wrong Unwillingness to take a ______  © 2009 Cengage Learning. All rights reserved. profits Misplaced personal caught tone Confusion stand 4

Viva la Difference Learn about the person’s culture Have patience with yourself and the other person Get help when you need it Participate in diversity initiatives that boost morale, creativity, and productivity  © 2009 Cengage Learning. All rights reserved. 4

Barriers to Intercultural Communication Ethnocentrism Stereotypes Chronemics - I nterpretation of time Proxemics - Personal space requirements Haptics – Touching Kinesics - Body language Translation limitations Common Sense Approach  © 2009 Cengage Learning. All rights reserved. 4

Team Environment — Organization of the Future  © 2009 Cengage Learning. All rights reserved. Small group with complementary skills, working together for a common purpose A Way to Remain Competitive in a Global Market 4

Benefits of Work Teams Make workers happier by causing them to feel they are shaping their jobs Increase efficiency by eliminating layers of managers passing down orders and monitoring performance Enable a company to draw on the skills and imagination of the whole work force  © 2009 Cengage Learning. All rights reserved. 4

Communication Patterns for Successful Teams Trust-building changes communication patterns Open meetings educate employees Shared leadership involves management and employees Information flows up to management, down to workers, and horizontally among teams  © 2009 Cengage Learning. All rights reserved. 4

 © 2009 Cengage Learning. All rights reserved. Important Team Skills Problem-solving, goal-setting and Conflict resolution Effective communication skills Ability to deal with barriers Ability to understand needs of coworkers Distributed leadership skills Commitment to evaluate the group process 4

Impact of Technology Collect and organize data better Craft clearer and more effective messages Overcome distance issues Raise legal and ethical issues  © 2009 Cengage Learning. All rights reserved. 4

Global Marketing Requires Careful Communication © 2009 Cengage Learning. All rights reserved. EuroDisney Kept English labels on products in the Mexico City Store. Mexican customers prefer the status-symbol of “American” packaging Presumed U.S. policies would work in Europe McDonald’s and Coca-Cola Placed the flags of the 24 nations participating in the World Cup on packaging; Saudi Arabia’s flag contains sacred words from the Koran . Wal-Mart 4

Chapt1 PPT. Business Communications

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