Cuyamaca Community College Effective Communication Discussion

Use the eight phases of the communication process to analyze a miscommunication you’ve recently had with a co-worker, supervisor, classmate, teacher, friend, or family member. What idea were you trying to share? How did you encode and transmit it? Did the receiver get the message? Did the receiver correctly decode the message? How do you know? Based on your analysis, identify and explain the barriers that prevented your successful communication in this instance.

Business Communication Today
Fourteenth Edition
Chapter 3
Communication Challenges in a
Diverse, Global Marketplace
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Learning Objectives
3.1 Discuss the opportunities and challenges of intercultural
communication.
3.2 Define culture, explain how culture is learned, and define
ethnocentrism and stereotyping.
3.3 Explain the importance of recognizing cultural variations,
and list eight categories of cultural differences.
3.4 List four general guidelines for adapting to any business
culture.
3.5 Identify seven steps you can take to improve your
intercultural communication skills.
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Understanding the Opportunities and Challenges of
Communication in a Diverse World
• LO 3.1 Discuss the opportunities and challenges of
intercultural communication.
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Opportunities in a Global Marketplace
• International communication skills provide
– Increased profits
– Increased revenue
– Increased market share
– More valued employees
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Advantages of a Diverse Workforce
• A broader range of views and ideas
• A better understanding of diverse, fragmented markets
• A broader pool of talent from which to recruit
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Challenges of Intercultural Communication
• Connecting with and Motivating Diverse Employees
• Fostering Harmony in Diverse Teams
• Ensuring that Messages are Sent, Received, and Properly
Encoded
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Cultural Influences Affect
• Language
• Nonverbal signals
• Word meaning
• Time and space issues
• Rules of human relationships
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Developing Cultural Competency
• LO 3.2 Define culture, explain how culture is learned, and
define ethnocentrism and stereotyping.
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Understanding the Concept of Culture (1 of 2)
• We Each Belong to Several Cultures, each with its Own
Special Language and/or Customs
– Ethnic group
– Religious group
– Professional group
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Understanding the Concept of Culture (2 of 2)
• Automatic
• Coherent
• Complete
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Overcoming Ethnocentrism and
Stereotyping
Ethnocentrism
Judging Others
According to Your
Standards
Blank
Avoid Making
Assumptions
Xenophobia
Fear of Interaction with
Strangers and Foreigners
Cultural Pluralism
The Practice of Accepting
Multiple Cultures on Their
Own Terms
Withhold Judgment
Stereotyping
Ascribing General
Attributes Based on a
Person’s Culture
Blank
Acknowledge
Distinctions
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Recognizing Variations in a Diverse World
• LO 3.3 Explain the importance of recognizing cultural
variations, and list eight categories of cultural differences.
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Contextual Differences
High-Context Culture
Relies More on Nonverbal
Communication
Less Emphasis on Verbal
Communication
Indirect Method of
Communication
Goal is to Build
Relationships Rather Than
Exchange Information
Low-Context Culture
Relies More on Verbal
Communication
Less Emphasis on
Nonverbal Communication
Direct Method of
Communication
Goal is to Exchange
Information Rather Than
Build Relationships
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Legal and Ethical Differences
• Actively Seek Mutual Ground
• Send and Receive Messages Without Judgment
• Send Messages that are Honest
• Show Respect for Cultural Differences
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Social Differences
• Attitudes Toward Work and Success
• Roles and Status
• Use of Manners
• Concepts of Time
• Future Orientation
• Openness and Inclusiveness
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Nonverbal Differences
• Greetings
• Personal Space
• Touching
• Facial Expressions
• Eye Contact
• Posture
• Formality
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Age Differences
• Cultures that Value Youth
• Cultures that Value Age and Seniority
• Cultures with Multiple Generations in Positions of Value
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Gender Differences
• General Perceptions of Gender Roles
• Gender Representation in Management Roles
• Different Communication Styles
• Outdated Concepts of Gender and Sexual Orientation
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Religious Differences
Personal Beliefs
Balancing Act Between:
Corporate Culture
Personal Beliefs
Employee Freedom of
Expression
Workplace Issues
Balancing Act Between:
Upholding and Advancing
Corporate Culture
Respecting Employees’
Personal Beliefs
Allowing Freedom of
Expression while
Maintaining Legal
Compliance
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Ability Differences
• Respect for Individuals
• Sensitivity to Differences
• Availability of Assistive Technologies
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Adapting to Other Business Cultures
• LO 3.4 List four general guidelines for adapting to any
business culture.
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Guidelines for Adapting to Any Business
Culture
• Become Aware of Your Own Biases
• Be careful about applying the “Golden Rule”
• Exercise tolerance, flexibility, and respect
• Practice patience and maintain a sense of humor
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Guidelines for Adapting to U.S. Business
Culture
• Individualism
• Equality
• Privacy and Personal Space
• Time and Schedules
• Religion
• Communication Style
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Improving Intercultural Communication
Skills
• LO 3.5 Identify seven steps you can take to improve your
intercultural communication skills.
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Figure 3.2 Components of Successful
Intercultural Communication
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Studying Other Cultures
• Knowledge, Ability, and Motivation
• Research, Practice, and Honest Effort
• Websites, Books, Print Media, Music, and Apps
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Studying Other Languages
• Increased Career Opportunities
• Common Phrases for Everyday Business and Social
Situations
• Mobile Devices, Apps, and Websites
• Avoid Assumptions and Learn About Other Languages and
Dialects
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Respecting Preferences for Communication
Style
• Level of Directness
• Degree of Formality
• Media Preferences
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Writing Clearly (1 of 2)
• Choose Words Carefully
• Be Brief
• Use Plenty of Transitions
• Address International Correspondence Properly
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Writing Clearly (2 of 2)
• Cite Numbers and Dates Carefully
• Avoid Slang, Idioms, and Business Jargon
• Avoid Humor and References to Pop Culture
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Speaking and Listening Clearly (1 of 2)
• Adjust Content and Style
• Be Mindful of Communication Medium and Circumstances
• Be Aware of Nonverbal Communication Styles and Cultural
Norms
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Speaking and Listening Clearly (2 of 2)
• Speak Slowly and Clearly Without Being Condescending
• Ask for Feedback and Rephrase as Necessary
• Confirm for Agreement
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Using Interpreters, Translators, and
Translation Software
• Interpreters – for spoken communication
• Translators – for both spoken and written communication
• Computerized Translation Tools
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Helping Others Adapt to Your Culture
• Look for Opportunities to Help
• Offer Advice on Word Choice
• Suggest Appropriate Communication Styles and Media
• Help Simplify the Communication Process
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Copyright
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Business Communication Today
Fourteenth Edition
Chapter 4
Planning Business Messages
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Learning Objectives (1 of 2)
4.1 Describe the three-step writing process.
4.2 Explain why it’s important to analyze a communication
situation in order to define your purpose and profile your
audience before writing a message.
4.3 Discuss information-gathering options for simple
messages, and identify three attributes of quality
information.
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Learning Objectives (2 of 2)
4.4 List the factors to consider when choosing the most
appropriate medium for a message.
4.5 Explain why good organization is important to both you
and your audience, and list the tasks involved in
organizing a message.
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Understanding the Three Step Writing
Process
• LO 4.1 Describe the three-step writing process.
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Figure 4.1 The Three-Step Writing Process
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Planning Business Messages
• Analyze the Situation
• Gather the Information
• Select the Best Combination
• Organize the Information
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Writing Business Messages
• Adapt to Your Audience
– Sensitivity
– Relationship skills
– Appropriate writing style
• Compose Your Message
– Choosing strong words
– Creating effective sentences
– Developing coherent paragraphs
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Completing Business Messages
• Revise
• Produce
• Proofread
• Distribute
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Optimizing Your Writing Time
• Planning = 50%
• Writing = 25%
• Completing = 25%
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Planning Effectively
• Provide the Right Information to the Right People
• Deliver the Information Concisely
• Write More Efficiently
• Avoid Embarrassing Blunders
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Analyzing the Situation
• LO 4.2 Explain why it’s important to analyze a
communication situation in order to define your purpose
and profile your audience before writing a message.
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Defining Your Purpose
General Purpose
Inform
Persuade
Collaborate
Specific Purpose
What You Hope to
Accomplish
What the Audience Will Do
What the Audience Will
Think
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Analyzing Your Purpose
• Will Anything Change as a Result of Your Message?
• Is Your Purpose Realistic?
• Is the Time Right?
• Is Your Purpose Acceptable to Your Organization?
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Developing An Audience Profile (1 of 2)
• Identify Your Primary Audience
• Determine Audience Size and Geographic Distribution
• Determine Audience Composition
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Developing An Audience Profile (2 of 2)
• Gauge Audience Members’
• Level of Understanding
• Understand Audience
• Expectations and Preferences
• Forecast Probable
• Audience Reaction
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Gathering Information
• LO 4.3 Discuss information-gathering options for simple
messages, and identify three attributes of quality
information.
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Using Informal Techniques
• Consider the Audience’s Perspective
• Listen to the Community
• Read Reports and Other Company Documents
• Talk with Supervisors, Colleagues, or Customers
• Ask Your Audience for Input
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Uncovering Audience Needs
• Listen for Apparent Needs
• Uncover Hidden Needs
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Finding Your Focus
• Discovery Techniques
– Free Writing
▪ Express Ideas as They Come
– Sketching
▪ Think Visually
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Providing Required Information
• Journalistic Approach Asks:
– Who?
– What?
– When?
– Where?
– Why?
– How?
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Ensuring Information Quality
• Is the Information Accurate?
• Is the Information Ethical?
• Is the Information Pertinent?
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Selecting the Best Combination of Media
and Channels
• LO 4.4 List the factors to consider when choosing the most
appropriate medium for a message.
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The Most Common Media and Channel
Options
Oral Medium
Written Medium
Visual Medium
In-Person
Digital
Printed
Digital
Printed
Digital
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Oral Medium
In-Person Channel
One-on-one Conversations
Informal Lunches
Speeches or Presentations
Digital Channel
Telephone Calls
Podcasts
Voicemail Messages
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Written Medium
Print Channel
Digital Channel
Routine Memos
Tweets and Text Messages
Business Letters
Website Content
Reports and Proposals
Book-Length Reports in
PDF Format
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Visual Medium
Print Channel
Photographs
Digital Channel
Infographics
Diagrams
Interactive Diagrams and
Animation
Charts and Graphs
Digital Video
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Challenges of Communication on Mobile
Devices
• Screen Size and Resolution
• Input Technologies
• Bandwidth, Speed, and Connectivity Limitations
• Data Usage and Operational Costs
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Factors to Consider When Choosing Media
and Channels (1 of 2)
• Richness
• Formality
• Media and Channel Limitations
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Factors to Consider When Choosing Media
and Channels (2 of 2)
• Urgency
• Cost
• Audience Preferences
• Security and Privacy
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Organizing Your Information
• LO 4.5 Explain why good organization is important to both
you and your audience, and list the tasks involved in
organizing a message.
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Benefits of Effective Organization
Helps Readers
Understand Message
Increased Acceptance of
Message
Saves Time
Helps Writers
Use Clear Logic
Write Succinctly and Clearly
Build Reputation
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Defining Your Main Idea
Table 4.2 Topics Versus Main Ideas
General Purpose
Example of Specific Purpose
Example of Topic
Example of Main Idea
To inform
Teach customer service
representatives how to edit and
expand the technical support wiki
Technical support wiki
Careful, thorough edits and
additions to the wiki help the
entire department provide better
customer support.
To persuade
Convince top managers to increase
Spending on research and
development
Funding for research
and development
Competitors spend more than we
do on research and
development, enabling them to
create more innovative products.
To collaborate
Solicit ideas for a companywide
incentive system that ties wages to
profits
Incentive pay
Tying wages to profits motivates
employees and reduces
compensation costs in tough
years.
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Generating Creative Ideas
• Brainstorming
• Journalistic Approach
• Question-and-Answer Chain
• Storyteller’s Tour
• Mind Mapping
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Limiting Your Scope
• Information You Present
• Overall Length
• Level of Detail
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Choosing Between Direct and Indirect
Approaches
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Outlining Your Content
• Basic Outline Creates Logical and Effective Organization
of:
– Major Points
– Supporting Details
– Visualization of Relationships Among Various Parts
• Alternatives
– Use Organizational Chart
– Use Mind Mapping
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Structuring the Message
• Main Idea
• Major Points
• Examples and Evidence
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Building Reader Interest With Storytelling
Techniques
• The Beginning – Identify with Audience
• The Middle – Pursue Goal/Solve Problem
• The End – Answers Question/Offers Lesson
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Copyright
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