Do the following assignment using the eight phases of the communication process 2-3 pages

Assignment #1 –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.

Chapter 4: Planning Business Messages
LECTURE NOTES
Section 1: Understanding the Three-Step Writing Process
Learning Objective 1: Describe the three-step writing process.
The three-step writing process helps ensure that your messages are
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Effective (meeting your audience’s needs and getting your points across)
Efficient (making the best use of your time and your audience’s time)
The writing process can be divided into three phases, each with specific tasks:
Step 1. Planning business messages
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Analyzing the situation
Gathering information
Selecting the right medium
Organizing the information
Step 2. Writing business messages
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Adapting to your audience
Composing your message
Step 3. Completing business messages
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Revising your message
Producing your message
Proofreading your message
Distributing your message
Optimizing Your Writing Time
When writing business messages, try scheduling your time as follows:
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Planning: About one-half of your time
Writing: About one-quarter of your time
Completing: About one-quarter of your time
Devoting half your time to planning might sound odd, but doing so can save time overall.
Start with the 50–25–25 split as a guideline and use your best judgment for each project.
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Planning Effectively
Careful planning helps in three significant ways:
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It helps you find and assemble the facts your readers are looking for and to deliver that
information in a concise and compelling way.
Good planning reduces indecision and stress as you write, and it reduces rework during the
completing step.
It can save you from embarrassing blunders, such as failing to cover key issues.
Section 2: Analyzing Your Situation
Learning Objective 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.
Every communication effort takes place in a particular situation, meaning you have a specific message to
send a specific audience under a specific set of circumstances.
A successful message starts with a clear purpose that connects the sender’s needs with the audience’s needs.
Defining Your Purpose
All business messages have a general purpose:
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To inform
To persuade
To collaborate
Within your general purpose, each message also has a specific purpose, which identifies
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What you hope to accomplish with your message
What your audience should do or think after receiving your message
To decide whether to proceed with your message, ask yourself four questions:
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Will anything change as a result of your message?
Is your purpose realistic?
Is the time right?
Is your purpose acceptable to your organization?
Developing an Audience Profile
Develop an audience profile by
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Identifying the primary audience
Determining audience size and geographic distribution
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Determining audience composition
Gauging your audience members’ level of understanding
Understanding audience expectations and preferences
Forecasting probable audience reaction
Section 3: Gathering information
Learning Objective 3: Discuss information-gathering options for simple messages, and identify three
attributes of quality information.
For simple messages, you may already have all the information at hand, but for more complex messages,
you may need to do considerable research and analysis before you’re ready to begin writing.
For many messages, you can informally gather the information you need by
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Considering the audience’s perspective
Reading reports and other company documents
Talking with supervisors, colleagues, or customers
Asking your audience for input
Uncovering Audience Needs
Find out what your audience members want to know:
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Listen to their requests.
Clarify vague or broad requests by asking questions to narrow the focus.
Try to think of information needs that audience members may not have expressed.
Finding Your Focus
If an assignment or objective is so vague that you have no idea how to get started in determining what
the audience needs to know, try these discovery techniques:
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Free writing—write whatever comes to mind without stopping to make any corrections for a
set time period.
Sketching—if you’re unable to come up with words, grab a sketchpad and start drawing.
Providing Required Information
Provide all the information your audience requires.
One good test is the journalistic approach (answering who, what, when, where, why, and how).
Be sure the information you provide is accurate:
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Quality is as important as quantity.
Double-check every piece of information you get, particularly from unknown online sources.
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Be sure your information is ethical (as honest and complete as you can make it).
Be sure the information you provide is pertinent, as in tailored to your audience’s interests and needs.
Section 4: Selecting the Best Combination of Media and Channels
Learning Objective 4: List the factors to consider when choosing the most appropriate medium for a
message.
You can think of medium as the form a message takes and channel as the system used to deliver the
message.
Most media can be distributed through multiple channels, and the choices continue to become more
complex as more options are made available to business communicators.
The Most Common Media and Channel Options
The simplest way to categorize media choices is to divide them into oral, written, and visual.
Each of these media can be delivered through digital and nondigital channels, which creates six basic
combinations:
Oral medium, in-person channel: talking with people who are in the same location, from oneon-one conversations to formal speeches
The same physical space is a key distinction because it enables the nuances of nonverbal
communication more than any other media-channel combo.
In-person communication is useful for encouraging people to ask questions, make
comments, and work together to reach a consensus or decision.
It is particularly helpful in complex, emotionally charged situations in which establishing
or fostering a business relationship is important.
Oral medium, digital channel: any transmission of voice via electronic means, both live and
recorded, including telephone calls, podcasts, and voicemail messages
Live phone conversations offer the give-and-take of in-person conversations, although
they lack the nuances of nonverbal communication.
Podcasts can be a good way to share lectures, commentary, and other spoken content.
Written medium, print channel: the classic format of business communication, including
memos, letters, and reports
Memos are brief printed documents traditionally used for the routine, day-to-day
exchange of information within an organization.
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Letters are brief written messages sent to customers and other recipients outside the
organization.
Reports and proposals are usually longer than memos and letters, although both can be
created in memo or letter format.
While still a useful format, printed documents have been replaced by digital alternatives
in many instances.
Several situations in which you should consider a printed message over electronic
alternatives
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When you want to make a formal impression
When you are legally required to provide information in printed form
When you want to stand out from the flood of electronic messages
When you need a permanent, unchangeable, or secure record
When you can’t reach a particular audience through digital channels
Written medium, digital channel: covers everything from tweets to website content to ebooks
This is now the primary choice for most written messages in many companies.
Business uses of written digital messages keep evolving as companies look for ways to
communicate more effectively.
Visual medium, print channel: includes printed photographs, diagrams, and infographics
These can be effective for conveying emotional content, spatial relationships, technical
processes, and other content than can be difficult to describe using words alone.
Though occasionally created as standalone items, these are most frequently used as
supporting material in printed documents.
Visual medium, digital channel: includes online infographics, interactive diagrams, animation,
and digital video
Traditional business messages rely primarily on text, with occasional support from
graphics.
Many business communicators are discovering the power of messages in which the visual
element is dominant and supported by small amounts of text.
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4: Planning Business Messages
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Visuals messages (without or without supporting text) can be effective for a number of
reasons:
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Today’s audiences value messages that can be consumed quickly.
Visuals are often more effective at describing complex ideas and processes.
In a multilingual business world, diagrams, symbols, and other images can lower
communication barriers by requiring less language processing.
Visual images can be easier to remember than purely textual descriptions or
explanations.
Communication on mobile devices presents a number of unique challenges:
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Screen size and resolution
Cumbersome input technologies
Bandwidth, speed, and connectivity limitations
Data usage and operational costs
Class discussion question: Ask students to discuss their likes and dislikes regarding communication
media. Do some despise voicemail, for example, or prefer texting to live phone conversations? Why do
they make the media choices they make?
Factors to Consider When Choosing Media
When deciding which media to use, consider:
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Media richness (a medium’s ability to convey a message through more than one
informational cue [visual, verbal, vocal], facilitate feedback, and establish personal focus)
Message formality
Media and channel limitations
Urgency
Cost
Audience preferences
Security and privacy
Section 5: Organizing Your Information
Learning Objective 5: Explain why good organization is important to both you and your audience, and
list the tasks involved in organizing a message.
Organization can make the difference between success and failure.
Good organization helps your audience:
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Understand your message
Accept your message
Save time
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Good organization helps you:
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Consume less of your creative energy
Spend less time rewriting
Develop a reputation as a clear thinker who cares about your readers
Defining Your Main Idea
Your topic is the overall subject of the message; your main idea is a specific statement about your
topic.
For straightforward, informational messages, your main idea is simple.
For more complicated persuasive messages or negative messages, try to define a main idea that will
establish a good relationship between you and your audience.
When unsure about your main idea, consider a variety of techniques for generating creative ideas:
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Brainstorming
Journalistic approach
Question-and-answer chain
Storyteller’s tour
Mind mapping
Limiting Your Scope
The scope of a message matches your main idea in every aspect, including the
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Range of information you present
Overall length
Level of detail
Limit the number of major supporting points to a half dozen or so.
A smaller number of stronger points is more powerful than a mass of minor points.
Scope depends on
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The nature of your subject
Your audience members’ familiarity with the topic
Your audience’s receptivity to your conclusions
Your credibility
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Choosing Between Direct and Indirect Approaches
When deciding on the sequence of your points, you have two basic options to choose from:
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The direct approach: The main idea comes first and is followed by the evidence; use when
you know your audience will be receptive to your message.
The indirect approach: The evidence comes first and is followed by the main idea; use
when your audience will be skeptical about or even resistant to your message.
Your approach may differ depending on likely audience reaction and the purpose of your message .
Here are the most common choices:
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Routine and positive messages: Direct approach
Negative messages: Indirect approach for most non-routine messages
Persuasive messages: Indirect approach that captures attention before trying to persuade
Outlining Your Content
Creating an outline
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Saves you time
Helps you create better results
Helps you do a better job of navigating through complicated business situations
Helps you visualize how the parts of a complex message fit together
Types of outlines include
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The basic outline format (numbers or letters identify each point and are indented to show
which items are of equal status)
The organization chart format (showing thoughts as boxes organized into divisions, similar to
the charts that show an organization’s management structure)
To develop an outline, you usually
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Start with the main idea
State the major supporting points
Illustrate with evidence
The main idea summarizes two things:
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What you want your audience to do or think
Why they should do so
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Your major support points will be suggested by one of the following:
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The natural order of your subject (based on something physical, the steps in a process, the
description of an object, or a chronological chain of events)
The major elements of your argument (based on a line of reasoning)
Specific evidence helps audience members
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Understand the more abstract concepts you’re presenting
Accept those concepts
Remember those concepts
Provide enough evidence to be convincing without becoming boring or inefficient.
To maintain audience interest, vary the type of detail:
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Facts and figures
Example or illustration
Description
Narration
Reference to authority
Visual aids
If your schedule permits, try to put aside your outline for a day or two before you begin composing
your draft.
Building Reader Interest with Storytelling Techniques
Narrative techniques can be an effective way to organize messages in many business communication
situations, from recruiting and training employees to enticing investors and customers.
You’ve been telling stories all your life; now it’s just a matter of adapting those techniques to
business situations.
Examples:
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Television commercials and other advertisements
Career-related stories to entice talented people to join a firm
Stories to help investors see how an entrepreneur’s new ideas have the potential to affect
people’s lives (and therefore generate lots of sales)
Cautionary tales
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Stories can
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Help readers and listeners imagine themselves living through the experience of the person in
the story
“Put knowledge into a framework that is more lifelike, more true to our day-to-day existence”
(Chip Heath and Dan Heath)
Demonstrate cause-and-effect relationships in a compelling fashion
A classic story has three basic parts:
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The beginning of the story presents someone with whom the audience can identify in some
way, and this person has a dream to pursue or a problem to solve.
The middle of the story shows this character taking action and making decisions as he or she
pursues the goal or tries to solve the problem.
The end of the story resolves the “hero’s” quest and usually offers a lesson to be learned
about the outcome as well.
By the way, even though these are “stories,” these must not be made-up tales.
Consider adding an element of storytelling whenever your main idea involves the opportunity to
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Inspire
Persuade
Teach
Warn
In addition to its important communication function, storytelling can also serve as a means of
strategic business analysis.
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Business Communication Today
Fourteenth Edition
Chapter 4
Planning Business Messages
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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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3: Communication Challenges in a Diverse, Global Marketplace
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Chapter 3: Communication Challenges in a Diverse, Global Marketplace
LECTURE NOTES
Section 1: Understanding the Opportunities and Challenges of Communication in a Diverse World
Learning Objective 1: Discuss the opportunities and challenges of intercultural communication.
Diversity includes all the characteristics and experiences that define each of us as individuals.
Merck identifies 19 separate dimensions of diversity in its discussions of workforce diversity.
Intercultural communication is the process of sending and receiving messages between people whose
cultural backgrounds could lead them to interpret verbal and nonverbal signs differently.
The Opportunities in a Global Marketplace
Two trends contribute to the importance of intercultural communication: advances in economic
globalization and the increasing diversity of the workforce.
Chances are you’ll be communicating across international borders sometime in your career:
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Local markets are opening to worldwide competition.
You’ll face cultural and language barriers among customers and employees.
The Advantages of a Diverse Workforce
Many innovative companies have changed the way they approach diversity, from being a legal
requirement to provide equal opportunities, to being a strategic opportunity:
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Connecting with diverse customers
Taking advantage of the broadest possible pool of talent
Diversity:
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Brings a broader range of viewpoints and ideas
Helps companies understand and identify with diverse markets
Enables companies to tap into a wider range of employee talents
The Challenges of Intercultural Communication
Diversity can affect employee behavior on the job, which presents challenges to :
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Supervisors (communicating with diverse employees, motivating them, and fostering
cooperation and harmony among them)
Teams (working together closely)
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Companies (coexisting peacefully with business partners and the community as a whole)
Cultural diversity affects how business messages are conceived, planned, sent, received, an d
interpreted in the workplace.
The interaction of culture and communication is so pervasive that separating the two is virtually
impossible.
Culture defines many aspects of communication, including the:
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Meaning of words
Significance of gestures
Importance of time and space
Rules of human relationships
Culture influences the ways in which one encodes and decodes messages. The greater the difference
between cultures, the greater the chance for misunderstanding.
Misunderstandings arise when:
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Senders encode messages based on the assumptions of their own culture
Receivers decode those messages based on the assumptions of their culture(s)
Class discussion question: Have you ever felt frustration during a cross-cultural communication
exchange, such as when you couldn’t understand what someone else was saying or when your values or
interests clashed with someone else’s? How did you respond? Would you respond differently now? What
did this episode teach you about the challenges of intercultural communication?
Section 2: Developing Cultural Competency
Learning Objective 2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Cultural competency includes:
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An appreciation for cultural differences that affect communication
The ability to adjust one’s communication style to ensure that efforts to send and receive
messages across cultural boundaries are successful
You are already an expert in your own native culture, which:
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Is positive, because you understand how your culture works and how people are expected to
communicate within this culture
Is potentially negative, because your communication habits are based on your own culture, so
you rarely think about how culture influences you
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An important step toward successful intercultural communication is becoming more aware of the rules
imposed by your own culture and of how those roles influence your communication.
Understanding the Concept of Culture
Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior.
Your cultural background:
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Influences the way you prioritize what is important in life
Helps define your attitude toward what is appropriate in a situation
Establishes rules of behavior
You belong to multiple cultures (e.g., country, ethnic, religious, professional).
Understand three characteristics of culture:
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Cultures are automatic; that is, people learn culture directly or indirectly from other members
of a group—whether they are explicitly told which behaviors are acceptable, or they learn by
observing which values work best in a particular group.
Cultures tend to be coherent; that is, they are fairly logical and consistent throughout.
Cultures tend to be complete, providing most of their members with most of the answers to
life’s big questions.
Class discussion question: Do you consider yourself in the same culture or cultures as your parents or
other close family members? If not, what differences do you perceive?
Overcoming Ethnocentrism and Stereotyping
Ethnocentrism is the tendency to judge all other groups according to your own group’s standards,
behaviors, and customs.
Xenophobia is a more extreme reaction—actually fearing strangers and foreigners.
Stereotyping is assigning a range of generalized attributes to an individual on the basis of membership
in a particular culture or social group, without considering the individual’s unique characteristics.
Cultural pluralism is the practice of accepting multiple cultures on their own terms.
Try to overcome ethnocentrism and stereotyping by cultivating a few simple habits:
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Avoid assumptions.
Avoid judgments.
Acknowledge distinctions.
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Be aware that overcoming ethnocentrism and stereotyping is not a simple task, even for people who
are highly motivated to do so.
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Section 3: Recognizing Variations in a Diverse World
Learning Objective 3: Explain the importance of recognizing cultural variations and list eight categories
of cultural differences.
Cultural variations include differences in perceptions of:
•
•
•
•
•
•
•
•
Context
Legal and ethical matters
Social matters
Nonverbal communication
Age
Gender
Religion
Ability
Contextual Differences
Cultural context is the pattern of physical cues, environmental stimuli, and implicit understanding that
conveys meaning between two members of the same culture.
To convey meaning in high-context cultures (such as Japan, China, Arab countries, Greece, Mexico,
Spain), people tend to rely less on verbal communication and more on the context of nonverbal
actions and environmental settings to convey meaning.
In high-context cultures:
•
•
The rules of everyday life are rarely explicit, so individuals learn how to recognize situational
cues and how to respond as expected.
The primary role of communication is building relationships, not exchanging information.
To convey meaning in low-context cultures (such as Germany, Scandinavia, U.S., Canada, England,
France), people tend to rely more on verbal communication and less on circumstances and cues.
In low-context cultures:
•
•
The rules of everyday life are usually spelled out through explicit statements.
The primary role of communication is exchanging information.
Contextual differences affect:
•
•
•
Decision-making practices
Problem-solving techniques
Negotiating styles
Communication tactics that work well in a high-context culture may backfire in a low-context culture
and vice versa.
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Legal and Ethical Differences
Contextual differences also affect legal and ethical behavior.
Low-context cultures tend to:
•
•
•
Value the written word
Consider written agreements binding
View the law strictly
High-context cultures tend to:
•
•
•
Put less emphasis on the written word
Consider personal pledges more important than contracts
View the law with more flexibility
Keep intercultural messages as ethical as possible by applying four basic principles:
•
•
•
•
Actively seek mutual ground.
Send and receive messages without judgment.
Send messages that are honest.
Show respect for cultural differences.
Social Differences
Rules of social etiquette may be formal or informal:
•
•
Formal rules are specifically articulated.
Informal rules are usually learned over time as people watch and imitate how others are
behaving.
Social norms vary and affect the following areas:
•
•
•
•
•
•
•
Attitudes toward work and success
Roles and status
Use of manners
Concepts of time
Future orientation
Openness and inclusiveness
Use of technology
Nonverbal Differences
Nonverbal communication can be considered reliable only when the sender and receiver assign the
same meaning to nonverbal signals.
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Enhance your nonverbal communication across cultures by observing the ways people behave in
these areas:
•
•
•
•
•
•
•
Greetings
Personal space
Touching
Facial expressions
Eye contact
Posture
Formality
Age Differences
Communicating between a youth-oriented culture and a seniority-oriented culture can require
flexibility on both sides.
Today’s workplace can have as many as three or even four distinct generations working side by side:
•
•
•
•
•
The Radio Generation (born 1925 to 1945)
Baby Boomers (born between 1946 and 1964)
Generation X (born between 1965 and 1980)
Generation Y (born after 1981 to 1995)
Generation Z (born after 1996)
Gender Differences
The perception of men and women in business varies from culture to culture.
Gender bias can range from overt discrimination to subtle and even unconscious beliefs.
The percentage of management roles held by men increases steadily the further one looks up the
corporate ladder.
Whatever the culture, evidence suggests that men and women tend to have slightly different
communication styles. Speaking in very broad terms:
•
•
Men tend to emphasize content in their communication efforts.
Women tend to emphasize relationship maintenance in their communication efforts.
Outdated concepts of gender and sexual orientation continue to be a source of confusion, controversy,
and discrimination:
•
•
Many people do not fit or wish to be fit into a simplistic heterosexual, male/female
categorization scheme
Discriminatory company policies and the behaviors and attitudes of supervisors and
coworkers can deprive these individuals of a fair and satisfying work experience.
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3-8
Many companies have taken steps to ensure equal opportunities and fair treatment for lesbian,
gay, bisexual, and transgender (LGBT) job applicants and employees.
Religious Differences
Religion in the workplace is a complex and contentious issue, and it’s getting more so every year—at
least as measured by a significant rise in the number of religious discrimination lawsuits.
Companies vary widely in how they approach the subject and their policies for allowing religious
activities and expressions at work.
Ability Differences
Colleagues and customers with physical or cognitive disabilities that affect communication represent
another important aspect of the diversity picture.
Companies can use assistive technologies to help people with disabilities interact with computers and
colleagues.
Designers can also emphasize web accessibility, taking steps to make websites more accessible to
people with limited vision.
Class discussion question: Culture is an extremely complex topic, and a single chapter or lecture can
only scratch the surface of the many factors that make individuals and groups unique. Did any of the
descriptions of cultural differences in this chapter clash with your own experiences and perceptions? If so,
how did they differ?
Section 4: Adapting to Other Business Cultures
Learning Objective 4: List four general guidelines for adapting to any business culture.
Adapting your approach is essential to successful intercultural communication.
Guidelines for Adapting to Any Business Culture
There are four general guidelines that can help all business communicators improve their cultural
competency:
•
•
•
•
Become aware of your own biases.
Ignore the “Golden Rule”—treat people how they want to be treated, not how you want to be
treated.
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
Businesspeople adapting to U.S. business culture should keep several points in mind:
•
•
•
•
•
•
Individualism. U.S. culture expects individuals to succeed by their own efforts, and it rewards
individual success.
Equality. Equality is considered a core American value.
Privacy and personal space. Americans expect a fair amount of privacy and personal space.
Time and schedules. U.S. business values punctuality and the efficient use of time.
Religion. Many religions are practiced throughout the country, and people are expected to
respect each other’s beliefs.
Communication style. Communication tends to be direct and focused on content and
transactions, not relationships or group harmony.
Section 5: Improving Intercultural Communication Skills
Learning Objective 5: Identify seven steps you can take to improve your intercultural communication
skills.
Improve your intercultural communication by:
•
•
•
•
•
•
Studying other cultures and languages
Respecting preferences for communication styles
Learning to write and speak clearly
Listening carefully
Knowing when to use interpreters and translators
Helping others adapt to your culture
Studying Other Cultures
Effectively adapting your communication efforts to another culture requires not only knowledge
about the culture but also both the ability and the motivation to change your personal habits as
needed.
When learning about another culture, you don’t need to:
•
•
Learn about the whole world all at once—many companies appoint specialists for specific
countries or regions, giving employees a chance to focus on just one culture at a time
Learn everything about a culture—even a small amount of research will help you grasp the
big picture
Try to approach situations with:
•
•
•
An honest effort
Good intentions
An interest in learning more about other cultures
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To learn as much as you can about traveling and working in specific cultures, check out
•
•
•
Websites
Guide books
Newspapers, magazines, music, and movies of another country
Studying Other Languages
Successful businesspeople commonly have multilingual skills, but different countries emphasize the
need for language diversity to different degrees.
Many companies are teaching their English-speaking employees a second language to facilitate
communication with co-workers.
Learning the basics of the language spoken by your colleagues or customers:
•
•
Helps you get through everyday business and social situations
Demonstrates your commitment to the business relationship
A wide variety of apps and websites are available that help with essential words and phrases,
grammar, pronunciation, text translation, and even real-time audio translation.
Don’t assume that two countries speaking the same language speak it the same way.
Respecting Preferences for Communication Style
Communication style varies widely from culture to culture and, among other factors, includes the:
•
•
•
Level of directness
Degree of formality
Preferences for written versus spoken communication
In international correspondence, U.S. businesspeople should probably be more formal than they
would be when writing to people in the United States.
Writing Clearly
To write more clearly when communicating across cultures:
•
•
•
•
•
•
•
Choose words carefully.
Be brief.
Use plenty of transitions to help readers follow the flow.
Address international correspondence properly.
Cite numbers and dates carefully.
Avoid slang, idiomatic phrases, and business jargon.
Avoid humor and references to popular culture.
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Speaking and Listening Carefully
When communicating with people whose native language is different from yours, get insight into
speaking more effectively by remembering what it’s like trying to listen in these situations.
In addition to the guidelines for writing more clearly, use the following guidelines to help your
intercultural conversations be more effective:
•
•
•
•
•
Speak slowly and clearly.
Don’t rephrase until it’s necessary.
Look for—and ask for—feedback.
Don’t talk down to the other person.
Clarify what will happen next.
To listen more effectively to speakers who may have accents different from yours:
•
•
•
•
Pay attention to vocal patterns.
Accept what you hear first, without jumping to conclusions about meaning or motivation.
Don’t interrupt—let people finish what they have to say.
Ask the person to repeat something if you don’t understand it.
Using Interpreters, Translators, and Translation Software
On occasion, you may need to use interpreters (for spoken communication) or translators (for written
communication).
Some companies use back-translation to ensure accuracy.
Machine translation is any form of computerized intelligence used to translate one language to
another.
Helping Others Adapt to Your Culture
Do whatever you can to help colleagues with different native languages adapt to your communication
and culture.
Simplify the communication process if language is a barrier (e.g., writing instead of speaking).
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Copyright © 2018 Bovée and Thill LLC
Business Communication Today
Fourteenth Edition
Chapter 3
Communication Challenges in a
Diverse, Global Marketplace
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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.
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Challenges of Intercultural Communication
• Connecting with and Motivating Diverse Employees
• Fostering Harmony in Diverse Teams
• Ensuring that Messages are Sent, Received, and Properly
Encoded
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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.
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Legal and Ethical Differences
• Actively Seek Mutual Ground
• Send and Receive Messages Without Judgment
• Send Messages that are Honest
• Show Respect for Cultural Differences
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Social Differences
• Attitudes Toward Work and Success
• Roles and Status
• Use of Manners
• Concepts of Time
• Future Orientation
• Openness and Inclusiveness
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Nonverbal Differences
• Greetings
• Personal Space
• Touching
• Facial Expressions
• Eye Contact
• Posture
• Formality
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Age Differences
• Cultures that Value Youth
• Cultures that Value Age and Seniority
• Cultures with Multiple Generations in Positions of Value
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Gender Differences
• General Perceptions of Gender Roles
• Gender Representation in Management Roles
• Different Communication Styles
• Outdated Concepts of Gender and Sexual Orientation
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Ability Differences
• Respect for Individuals
• Sensitivity to Differences
• Availability of Assistive Technologies
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Adapting to Other Business Cultures
• LO 3.4 List four general guidelines for adapting to any
business culture.
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Guidelines for Adapting to U.S. Business
Culture
• Individualism
• Equality
• Privacy and Personal Space
• Time and Schedules
• Religion
• Communication Style
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Improving Intercultural Communication
Skills
• LO 3.5 Identify seven steps you can take to improve your
intercultural communication skills.
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Figure 3.2 Components of Successful
Intercultural Communication
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Studying Other Cultures
• Knowledge, Ability, and Motivation
• Research, Practice, and Honest Effort
• Websites, Books, Print Media, Music, and Apps
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Respecting Preferences for Communication
Style
• Level of Directness
• Degree of Formality
• Media Preferences
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Writing Clearly (1 of 2)
• Choose Words Carefully
• Be Brief
• Use Plenty of Transitions
• Address International Correspondence Properly
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Writing Clearly (2 of 2)
• Cite Numbers and Dates Carefully
• Avoid Slang, Idioms, and Business Jargon
• Avoid Humor and References to Pop Culture
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
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
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Copyright
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
2: Collaboration, Interpersonal Communication, and Business Etiquette
2-1
Chapter 2: Collaboration, Interpersonal Communication, and Business
Etiquette
LECTURE NOTES
Section 1: Communicating Effectively in Teams
Learning Objective 1: List the advantages and disadvantages of working in teams, describe the
characteristics of effective teams, and highlight four key issues of group dynamics.
Collaboration—working together to meet complex challenges— is a prime skill expected in a wide range
of professions.
A team is a unit of two or more people who share a mission and the responsibility for working to achieve
a common goal.
Problem-solving teams and task forces assemble to resolve specific issues and then disband when their
goals have been accomplished.
Such teams are often cross-functional, pulling together people from a variety of departments who have
different areas of expertise and responsibility.
Diversity of opinions and experiences can lead to better decisions, but competing interests can create
tension.
Committees are formal teams that can become a permanent part of the organizational structure.
Advantages and Disadvantages of Teams
Teams are often part of participative management—the effort to involve employees in the company’s
decision making.
A successful team can provide advantages, such as:
•
•
•
•
Increased information and knowledge
Increased diversity of views
Increased acceptance of a solution
Higher performance levels
Teams can also have disadvantages, such as:
•
•
•
Groupthink—occurs when peer pressures cause individual team members to withhold
contrary or unpopular opinions
Hidden agendas—private, counterproductive motives that undermine someone else on the
team
Cost—aligning schedules, arranging meetings, and coordinating individual parts of a project
can eat up a lot of time and money
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2: Collaboration, Interpersonal Communication, and Business Etiquette
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2-2
Overload—adding team responsibilities to an employee’s workload can result in overload,
and top performers in particular often get assigned to multiple teams
Characteristics of Effective Teams
The most effective teams:
•
•
•
•
•
•
Have a clear objective and a shared sense of purpose
Communicate openly and honestly
Reach decisions by consensus
Think creatively
Know how to resolve conflict
Believe that their work matters
Ineffective teams:
•
•
Get bogged down in conflict
Waste time and resources pursuing unclear goals
Common reasons cited for unsuccessful teamwork:
•
•
•
•
Management expectations that are either unclear or not accepted by all team members
Reluctance to prioritize team goals over personal goals
Reward systems that don’t recognize team contributions
Team leadership that tolerates negative and counterproductive behaviors
Group Dynamics
Group dynamics are the interactions and processes that take place among members in a team.
Productive teams tend to develop positive norms—informal standards of conduct that members share
and that guide member behavior.
Group dynamics are influenced by:
•
•
•
•
The roles assumed by team members
The current phase of team development
The team’s success in resolving conflict
The team’s success in overcoming resistance
Team members can play various roles:
•
•
•
Self-oriented roles are played by those motivated mainly to fulfill personal needs—these
individuals tend to be less productive than other members.
Team-maintenance roles are played by those who help everyone work well together.
Task-oriented roles are played by those who help the team reach its goals.
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As teams grow and evolve, they generally pass through a variety of stages, such as these five:
•
•
•
•
•
Orientation
Conflict
Brainstorming
Emergence
Reinforcement
Another common model, proposed by Bruce Tuckman:
•
•
•
•
•
Forming
Storming
Norming
Performing
Adjourning
Conflict in team activities can result from:
•
•
•
•
•
Competition for resources
Disagreement over goals or responsibilities
Poor communication
Power struggles
Fundamental differences in values, attitudes, and personalities
Conflict is not necessarily bad. In fact, conflict can be constructive if it:
•
•
•
Forces important issues into the open
Increases the involvement of team members
Generates creative ideas for the solution to a problem
Conflict can be destructive if it:
•
•
•
Diverts energy from more important issues
Destroys morale of teams or individual team members
Polarizes or divides the team
Destructive conflict can lead to win-lose or lose-lose outcomes, in which one or both sides lose to the
detriment of the entire team.
If you approach conflict with the idea that both sides can satisfy their goals to at least some extent (a
win-win strategy), you can minimize losses for everyone.
For the win-win strategy to work, everybody must believe that:
•
It’s possible to find a solution that both parties can accept
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2: Collaboration, Interpersonal Communication, and Business Etiquette
•
•
•
2-4
Cooperation is better for the organization than competition
The other party can be trusted
Greater power or status doesn’t entitle one party to impose a solution
Conflict can be resolved through:
•
•
•
•
•
•
•
Proactive management. Deal with minor conflict before it becomes major conflict.
Communication. Get those involved with the conflict actively involved in resolution.
Openness. Get feelings out into the open before dealing with main issues.
Research. Get the facts before attempting a resolution.
Flexibility. Don’t let anyone lock into a position before considering all possible solutions.
Fair play. Insist on a fair outcome that doesn’t hide behind rules.
Alliance. Unite the team against an “outside force” instead of each other.
When attempting to overcome resistance:
•
•
•
•
Engage in active listening and make sure the other party knows you are listening
Recognize that your primary goal is to forge a relationship that can resolve the impasse
Bring resistance out into the open and keep listening for hidden elements of resistance
With a better understanding of the resistance, begin to collaborate on a solution
Class discussion question: Describe a time that you experienced some form of team conflict during a
class project. What were the sources of conflict, and how did the team resolve it? How did the conflict
affect the team’s work output?
Section 2: Collaborating on Communication Efforts
Learning Objective 2: Offer guidelines for collaborative communication, identify major collaboration
technologies, and explain how to give constructive feedback.
When teams collaborate, the collective energy and expertise of the various members can lead to results
that transcend what each individual could do otherwise.
However, collaborating on team messages requires special effort.
Guidelines for Collaborative Writing
In any collaborative effort, team members coming from different backgrounds may have different
work habits or priorities, for example:
•
•
•
A technical expert to focus on accuracy and scientific standards
An editor to be more concerned about organization and coherence
A manager to focus on schedules, cost, and corporate goals
Remember that the ways in which team members differ in writing styles and personality traits can
complicate the creative nature of communication.
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To collaborate successfully, follow these guidelines:
•
•
•
•
•
•
•
•
Select collaborators carefully whenever possible.
Agree on project goals before you start.
Give your team time to bond before diving in to work.
Clarify individual responsibilities.
Establish clear processes.
Avoid composing as a group.
Make sure tools and techniques are ready and compatible across the team.
Check to see how things are going along the way.
Technologies for Collaborative Writing
Collaboration technologies range from simple features such as commenting and revision or change
tracking, to collaboration solutions such as content management systems that organize and control the
content for many websites (particularly larger corporate sites).
A wiki is a website that allows anyone with access to add new material and edit existing material.
Key benefits of wikis include:
•
•
Simple operation
Freedom to post new or revised material without prior approval
This approach is quite different from a content management system, in which both the organization of
the website and the work flow are tightly controlled.
Groupware and collaboration platforms let people simultaneously:
•
•
•
•
Communicate
Share files
Present materials
Work on documents
Cloud computing expands the ways in which geographically dispersed teams can collaborate.
Shared workspaces are “virtual offices” that:
•
•
•
•
•
Give everyone on a team access to the same set of resources and information
Are accessible through a web browser
Control which team members can read, edit, and save specific files
Can allow only one person at a time to work on a given file or document to avoid getting
edits out of sync
May include presence awareness
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The terms intranet (restricted internal website) and extranet (restricted, but with outside access) are
still used in some companies.
Social networking technologies are redefining teamwork and team communication by helping erase
the constraints of geographic and organizational boundaries.
Virtual communities or communities of practice link employees with similar professional interests
throughout the company and sometimes with customers and suppliers as well.
Social networking can also help a company maintain a sense of community even as it grows beyond
the size that normally permits a lot of daily interaction.
Mobile brings a new dimension to collaboration by connecting employees and business partners who
work part- or full-time outside conventional office environments.
Giving—and Responding to—Constructive Feedback
Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes
of communication, not on the people involved.
Destructive feedback delivers criticism with no guidance to stimulate improvement.
When you give feedback:
•
•
Avoid personal attacks
Give the person clear guidelines for improvement
When you receive constructive feedback:
•
•
•
•
Resist the urge to defend your work or deny the validity of the feedback
Disconnect emotionally from the work and see it simply as something that can be made better
Step back and consider the feedback before diving in to make corrections
Don’t assume that all constructive feedback is necessarily correct
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Section 3: Making Your Meetings More Productive
Learning Objective 3: List the key steps needed to ensure productive team meetings.
Well-run meetings can help you:
•
•
•
Solve problems
Develop ideas
Identify opportunities
Meetings are unproductive when they:
•
•
•
Wander off the subject
Lack an agenda
Run too long
Preparing for Meetings
To increase the productivity of meetings, prepare carefully. Steps include:
•
•
•
•
Define your purpose—whether you need an informational or a decision-making meeting.
Select participants whose presence is essential.
Choose the venue and time and prepare the facility.
Set the agenda. An effective agenda answers three questions:
• What do we need to do in this meeting to accomplish our goals?
• What issues will be of greatest importance to all participants?
• What information must be available in order to discuss these issues?
Conducting and Contributing to Efficient Meetings
Ensure a productive meeting by:
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Keeping the discussion on track
Following agreed-upon rules, including parliamentary procedure, if appropriate
Encouraging participation
Participating actively
Use mobile devices respectfully
Closing effectively
Putting Meeting Results to Productive Use
The value of a meeting’s interaction and discovery usually doesn’t (or at least shouldn’t) end when
the meeting ends.
In formal meetings, one person is appointed to record the minutes.
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In small meetings, attendees often make their own notes on their copies of the agenda.
The minutes of a meeting summarize:
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The important information presented
The decisions made
The people responsible for follow-up action
Section 4: Using Meeting Technologies
Learning Objective 4: Identify the major technologies used to enhance or replace in-person meetings.
Replacing in-person meetings with long-distance, virtual interaction can:
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Dramatically reduce costs and resource usage
Reduce wear and tear on employees
Give teams access to a wider pool of expertise
Virtual teams have members who work in different locations and interact through virtual meetings.
Basic teleconferencing involves three or more people connected by phone simultaneously.
Videoconferencing combines live audio and video letting team members see each other, demonstrate
products, and transmit other visual information.
More-advanced telepresence systems create interaction so lifelike that participants can forget that the
person “sitting” on the other side of the table is actually in another city.
Web-based meeting systems combine the best of instant messaging, shared workspaces, and
videoconferencing with other tools, such as virtual whiteboards, that let teams collaborate in real time.
The benefits are compelling, but conducting successful virtual meetings requires extra planning and more
diligence during the meeting in order to overcome potential communication barriers.
Section 5: Improving Your Listening Skills
Learning Objective 5: Identify three major modes of listening, describe the listening process, and explain
the problem of selective listening.
Effective listening:
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Strengthens organizational relationships
Enhances product delivery
Alerts the organization to opportunities for innovation
Allows the organization to manage growing diversity
Gives you a competitive edge
Enhances your performance and influence within your company and industry
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Recognizing Various Types of Listening
You will become a more effective listener by learning to use several methods of listening. For
example:
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Content listening emphasizes information and understanding, not agreement or approval.
Critical listening emphasizes evaluating the meaning of the speaker’s message on several
levels (logic of the argument, strength of evidence, validity of conclusions, implications of
the message, intentions of the speaker, and omission of any important or relevant points).
Empathic listening emphasizes understanding a speaker’s feelings, needs, and wants (without
advising or judging).
Active listening means making a conscious effort to turn off their own filters and biases to
truly hear and understand what the other party is saying.
Understanding the Listening Process
Most people aren’t very good listeners—in general, people:
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Listen at or below a 25 percent efficiency rate
Remember only about half of what has been said in a 10-minute conversation
Forget half of that within 48 hours
Mix up the facts when questioned about material they’ve just heard
The listening process involves five separate steps:
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Receiving
Decoding
Remembering
Evaluating
Responding
Overcoming Barriers to Effective Listening
Good listeners look for ways to overcome potential barriers.
Selective listening is one of the most common barriers to effective listening.
Defensive listening—protecting your ego by tuning out anything that doesn’t confirm your beliefs or
your view of yourself—is even worse.
To become a good listener, recognize and overcome potential barriers:
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Avoid interrupting or creating nonverbal distractions that make it hard for others to pay
attention.
Avoid selective listening, whereby you pay attention only to those topics in which you have
an interest.
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Focus on the speaker (because people think faster than they speak, their minds tend to wander).
Avoid prejudgment, and listen with an open mind.
Avoid misinterpreting messages because of the lack of common ground.
Don’t rely on your memory.
To remember material, you must first capture it in short-term memory, and then successfully transfer
it to long-term memory.
Use four techniques to store information in long-term memory:
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Associate new information with something closely related.
Categorize new information into logical groups.
Visualize words and ideas as pictures.
Create mnemonics.
Class discussion question: How might smartphones and other personal devices enhance or impede the
listening process, including efforts to retain key information after a conversation is over?
Section 6: Improving Your Nonverbal Communication Skills
Learning Objective 6: Explain the importance of nonverbal communication, and identify six major
categories of nonverbal expression.
Nonverbal communication is the interpersonal process of sending and receiving information, both
intentionally and unintentionally, without using written or spoken language.
Nonverbal cues affect communication in three ways:
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Strengthen a verbal message
Weaken a verbal message
Replace a verbal message
Recognizing Nonverbal Communication
Nonverbal communication can be grouped into six general categories:
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Facial expression
Gesture and posture
Vocal characteristics
Personal appearance
Touch
Time and space
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Using Nonverbal Communication Effectively
To be a better speaker and listener, pay closer attention to nonverbal cues in every situation:
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Be aware of the cues you send when you’re talking.
Be aware of the cues you send when you’re not talking (through clothing, posture, and so on).
Be aware of the cues you receive when you’re listening.
If something doesn’t feel right, ask the speaker an honest and respectful question .
Class discussion question: Some nonverbal signals, particularly touch and facial expressions, are
vulnerable to misinterpretation—such as when a person smiles to be friendly but the other party interprets
this as an expression of romantic interest. Given these risks, should you play it safe and avoid sending any
signals that could be misinterpreted? Why or why not?
Section 7: Developing Your Business Etiquette
Learning Objective 7: Explain the importance of business etiquette, and identify three key areas in which
good etiquette is essential.
Etiquette is now considered an essential business skill.
Poor etiquette can:
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Destroy morale and drain productivity
Drive away customers, investors, and other critical audiences
Limit your career potential
Business Etiquette in the Workplace
Workplace etiquette includes a variety of behaviors, habits, and aspects of nonverbal communication.
Personal appearance may be thought of as an element of etiquette and sends a strong signal to
managers, colleagues, and customers.
Personal appearance guidelines include:
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Matching your style of dress to the situation
Dressing modestly and simply
Paying close attention to cleanliness and avoiding the use of products with powerful scents
Following company policy regarding hairstyle
Smiling genuinely at appropriate times
Telephone etiquette is essential for overcoming the lack of visual contact and feedback:
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Be conscious of how your voice sounds.
Be courteous when you call someone; take into account that you are interrupting.
Convey a positive, professional attitude when you answer the phone.
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Business Etiquette in Social Settings
When meeting people, learn about their cultural customs beforehand.
When introducing yourself, include a brief description of your role in the company.
When introducing two other people, remember to:
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Speak both their first and last names clearly.
Offer some information to help them ease into a conversation.
Introduce the lower-ranking person to the senior-ranking person.
When conducting business over a meal, be sure that you:
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Choose foods that are easy to eat.
Avoid ordering alcoholic beverages or save them until after business is concluded.
Leave business papers under your chair until entrée plates have been removed .
Choose topics of conversation carefully (avoid politics, religion, or other emotional topics),
Avoid going overboard when chatting about personal interests.
Don’t complain about work.
Avoid profanity.
Avoid deeply personal questions.
Be careful with humor.
Business Etiquette Online
Learn the basics of professional online behavior to avoid mistakes that could hurt your company or
your career. Here are some guidelines to follow:
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Avoid personal attacks.
Stay focused on the original topic; don’t hijack threads.
Don’t present opinions as facts, and support facts with evidence.
Follow basic expectations of spelling, punctuation, and capitalization.
Use virus protection and keep it up to date.
Ask if this is a good time for an IM chat.
Watch your language and keep your emotions under control.
Avoid multitasking while using IM and other tools.
Never assume privacy.
Don’t use “reply all” in email unless everyone can benefit from your reply.
Don’t waste others’ time with sloppy, confusing, or incomplete messages.
Respect boundaries of time and virtual space.
Be careful with online commenting mechanisms.
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Business Etiquette Using Mobile Devices
The way you use your mobile devices sends a message—positive or negative—about your
professionalism and respect for others. Avoid these:
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Selecting obnoxious ring tones
Talking loudly in open offices or public places
Using your phone right next to someone else
Making excessive or unnecessary personal calls during work hours
Invading someone’s privacy by using your camera phone without permission
Taking or making calls in restrooms and other inappropriate places
Texting while someone is talking to you
Allowing incoming calls to interrupt meetings or discussions
Using voice commands or voice dictation in ways that interrupt other people
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