session 1 (1) communication process.pptx

Sessions 1
(chapters 1,2,3)
Foundations of Business Communication

3
Chapter 1
Business Communication in the Digital Age
• Instructor PowerPoint Library, 9e
Guffey/Loewy, Business Communication: Process and Product, 9th
Edition. © 2018 Cengage. All Rights Reserved. May not be
scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Questions
• Digital age: What & How?
• Communication skills: What? How dif. in the digital age?

Edition. © 2018 Cengage. All Rights Reserved. May not
be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
7
Communication Skills: Your Ticket to Work (3 of
3)
• Two thirds of salaried
employees have some
writing responsibility.
• One third of them do not
meet the writing
requirements for their
positions.
• Source: College Board: The National Commission on Writing, Photo: splashbase

8
What Are Communications Skills?
• Traditional abilities
• Reading
• Writing
• Speaking
• Listening
• Nonverbal
• New requirements
• Media savvy
• Good judgment online:
• Maintaining positive image and presence
• Protecting employer’s reputation

9
Writing in the Digital Age (1 of 2)
• Teens and young adults habitually text,
instant message, blog, and e-mail.
• Employers expect more formal, thoughtful,
informative, and error-free messages.
• Workers write their own messages, and less
business is conducted face-to-face.

10
Writing in the Digital Age (2 of 2)
• Writing matters more than ever; online
media require more of it, not less.
• Communicating clearly and effectively has never
been more important than it is today.
• Life-changing critical judgments about people
are being made based solely on their writing
ability.

11
Digital Workplace Survival Skills
• “To succeed in today’s workplace, young people need more than basic reading and
math skills. They need substantial content knowledge and information technology
skills; advanced thinking skills, flexibility to adapt to change; and interpersonal
skills to succeed in multi-cultural, cross-functional teams.”
• -- J. Willard Marriott, Jr.,
• Chairman and CEO, Marriott International, Inc.
• Source: Casner-Lotto et al. Are they ready to work?

12
Thinking Critically in the Digital Age
• Having opinions backed up by
reasons and evidence
• Anticipating and solving
problems
• Making decisions and
communicating them effectively

13
Osborn-Parnes Creative Problem Solving
Process

14
Succeeding in a Competitive Job Market
• What makes the “perfect” job candidate in a recovering economy?
• Fundamental criteria: required
major, course work, and GPA
• Communication skills
• Strong work ethic and initiative • Ability to work in a team

15
The Global Market Place and Competition (1 of
2)
• Factors that prompted companies to move to emerging markets around the world:
• Rise of new
communication
technologies
• Removal of
trade barriers
• Advanced forms of transportation • Saturated local markets

16
The Global Market Place and Competition (2 of
2)
• Requirements for successful communicators in new markets:
• Understanding different customs, lifestyles, and business
practices
• Practicing cultural awareness, flexibility, and patience
• Developing new skills and attitudes • Coping with challenges of multiple time zones, vast distances, and
different languages

17
The Networked Office in a Hyperconnected
World

18
Information Flow in Organizations (1 of 2)
• Horizontal Communication
• Among workers at same level
• Task coordination
• Problem solving
• Conflict resolution
• Idea generation
• Team building
• Goals clarification

Information Flow in Organizations (2 of 2)
• Upward
Communication
• From subordinates to
management
• Product feedback
• Customer data
• Progress reports
• Suggestions
• Problems
• Clarification
• Downward Communication
• From management to subordinates
• Policy procedures
• Directives
• Job plans
• Mission goals
• Motivation
19

20
Overcoming Barriers to Effective Communication (1 of 2)
• Create smaller operating units and work teams.
• Shorten long chains of communication.
• Provide greater transparency through company publications, meetings, blogs, internal
social networks, intranet, videos, podcasts, and other channels.
• Provide an open, trusting environment for the sharing of ideas.
• Encourage regular meetings with staff.

21
Overcoming Barriers to Effective Communication (2 of 2)
• Train managers and employees to improve communications
skills.
• Establish hotline and ombudsman programs.
• Train employees in teamwork and communication
techniques.
• Establish fair reward system for individual and team
achievement.
• Encourage full participation in teams.

22
Informal Communication Channels
• The grapevine: gossip from the break room to the water cooler to
social media
• Carries unofficial messages
• Flows haphazardly
• Can be remarkably accurate
• Is mostly disliked by management
• Thrives where official information is limited

23
Chapter 2
Professionalism: Team, Meeting, Listening, Nonverbal and
Etiquette Skills
• Instructor PowerPoint Library, 9e

Group discussion
TEAMS
- Why?
- How to be successful? How to deal w. conflicts?
- Virtual meetings: What are they? How to be a good listener?
- What is non-verbal communication?

25
Why Form Teams?
• Better decisions • Increased productivity • Improved employee morale
• Faster response • Less resistance to change • Greater buy-in
• Reduced risks

26
Collaborating in Virtual Teams
• Collaborate with
coworkers in other
cities and countries
• Coordinate tasks
across time and
geographic zones
• Accomplish shared
tasks without face-
to-face contact
• Participate and
collaborate
locally
• Pool expertise from
various, diverse
contributors

27
Defining Successful Teams

28
Six Steps for Dealing with Conflict

29
Virtual Meetings: Audioconferencing
• Simple and effective
• Most commonly used collaborative tool in business
• Tools include enhanced speakerphone, telephone, and mobile phone
• Also known as teleconferencing, conference calling, and phone conferencing

30
Virtual Meetings: Videoconferencing
• Participants can see each other
and small product details.
• Collaborators connect in real time.
• Expensive telepresence rooms are
extremely life-like.
• Organizations reduce travel
expenses, travel time, greenhouse
gases, and worker fatigue.
• Tools include video, audio, and
software.

31
Virtual Meetings: Web Conferencing
• Inexpensive and easily
accessible
• Used to share electronic
documents and demonstrate
products
• Participants interact in real time
• Tools include computer,
Internet access, software, and
(optional) camera.

32
Planning Virtual Meetings
• Be sure everyone knows how to
operate technology.
• Distribute documents in advance
and log on early.
• Explain how to ask and answer
questions.
• Say your name before speaking.

33
Techniques for Successful Virtual Meetings
• Decide whether to “mute”
phones.
• Pay attention; don’t multitask.
• Ask questions of specific people
and use a strong voice.
• Give everyone a chance to speak
with “round-robin.”

34
Ten Keys to Building Powerful Listening Skills (1 of 2)
1. Control external and internal distractions.
2. Become actively involved.
3. Separate facts from opinions.
4. Identify important facts.
5. Avoid interrupting.

35
Ten Keys to Building Powerful Listening Skills (2 of 2)
6. Ask clarifying questions.
7. Paraphrase to increase understanding.
8. Capitalize on lag time.
9. Take notes to ensure retention.
10.Be aware of gender differences.

36
Nonverbal Cues Carry Powerful Meanings
• Nonverbal communication
includes all unwritten and
unspoken messages, both
intentional and nintentional.

37
Forms of Nonverbal Communication (1 of 2)
• Eye
contact
• Facial
expression
• Posture and
gestures
• Time

38
Forms of Nonverbal Communication (2 of 2)
• Space
• Territory
• Appearance
of business
documents
• Personal
appearance

39
Showing Professionalism When Communicating (1 of 2)
• Establish and maintain eye contact.
• Use posture to show interest.
• Reduce or eliminate physical barriers.
• Improve your decoding skills.
• Probe for more information.

40
Showing Professionalism When Communicating (2 of 2)
• Interpret nonverbal meanings in context.
• Associate with people from diverse
cultures.
• Appreciate the power of appearance.
• Observe yourself on video.
• Enlist friends and family.

41
Chapter 3
Intercultural Communication
• Student PowerPoint Library, 9e

42
Characteristics of Culture
• Culture is learned.
• Cultures are inherently logical.
• Culture is dynamic.
• Culture is the basis of self-identity and
community.
• Culture combines the visible and
invisible.

43
Dimensions of Culture
• High and low context
• Time orientation
• Individualism and collectivism
• Communication style
• Power distance

44
High and Low Context
• Low-context cultures
• Tend to be logical, linear
and action oriented
• Favor explicit messages
that they consider to be
objective, professional,
and efficient
• High-context cultures
• Tend to be relational, collectivist, intuitive,
and contemplative
• Leave much unsaid and transmit
communication cues by posture, voice
inflection, gestures, and facial expression

45
Communication Style
• Low-context cultures
• Emphasize words,
directness, and openness;
people tend to be
informal, impatient, and
literal.
• High-context cultures
• Rely on nonverbal cues and the total picture
to communicate; meanings are embedded
at many sociocultural levels.

46
Characteristics of High-Context and Low-Context Cultures

47
Improving Conversations in Intercultural Environments
• Learn foreign phrases.
• Observe eye messages.
• Use simple English.
• Speak slowly and enunciate clearly.
• Encourage accurate feedback.

48
Enhancing Intercultural Oral Communication

49
Improving Intercultural Written Communication (1 of 2)
• Adjust your writing style and tone.
• Avoid humor to prevent misunderstandings.
• Use short sentences and short paragraphs.
• Observe title and rank.

50
Improving Intercultural Written Communication (2 of 2)
• Avoid ambiguous expressions.
• Use correct grammar.
• Strive for clarity.
• Cite numbers carefully.

session 1 (1) communication process.pptx

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