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1, Slide 5 Objectives of Chapter 1 1 Understand the importance of communication skills in relation to career success 2 Recognize significant changes in today’s workplace and how thes

Business Communication

Introduction

Ch 0 Slide 0

Lecturers

 Tran Thi Thu Giang, MBA

 Faculty of Foreign Languages

 Room 104 Building 6B, NEU

 Mobile: 0912205670

 Email: giangtt@neu.edu.vn

 Le Thi Thu Mai, MBA

 Faculty of Foreign Languages

 Room 104 Building 6B, NEU

Business Communication

Chapter 1 Communicating in Today’s Workplace

Ch 1, Slide 5

Objectives of Chapter 1

1 Understand the importance of communication

skills in relation to career success

2 Recognize significant changes in today’s

workplace and how these changes increase the

need for excellent communication skills

3 Analyze the process of communication and

how to engage it effectively

4 Recognize barriers to interpersonal

communication and examine specific strategies

4

Expectations of Workers in

Today’s Information Age

 Work with words, figures, and data

 Generate, process, and exchange information

 Think critically

 Make decisions

 Take charge of your career

 Continue learning all your life

Ch 1, Slide 7

Trends Affecting You in Today’s Workplace

 Heightened global competition

 Flattened management hierarchies

 Expanded team-based management

 Innovative communication technology

 New work environments

 Increasingly diverse workforce

 Renewed emphasis on ethics

Ch 1, Slide 8

The Communication Process – Basic Model

message

2

Message travels over channel

3

Receiver decodes message

4

Feedback travels to sender

5

Possible additional feedback to receiver

6

Barriers That Create Misunderstandings

 Bypassing

 Differing frames of reference

 Lack of language skills

 Poor listening skills

 Realize that communication is imperfect

 Adapt the message to the receiver

 Improve your language and listening skills

 Question your preconceptions

 Encourage feedback

Ch 1, Slide 12

Formal Channels of Information Flow

Managers Supervisors

Subordinates

Policies Procedures Directives Goals and Motivation

Flows from decision makers

Flows from employees to decision makers

10

Formal Channels of Information Flow

Task coordination, problem solving, conflict

resolution, idea generation, team building,

goals clarification

Flows among workers

at the same level

 Lack of trust, turf wars, fear of reprisal

 Uneven reward systems

 Closed communication climate

 Little official communication

 Top-heavy organizational structure

 Long lines of communication

 Filtering, prejudice, ego involvement

 Poor communication skills

Ch 1, Slide 20

Surmounting Obstacles to Effective Communication

 Encourage open, trusting environment for interaction and

feedback

 Flatten the organizational structure

 Provide more information through formal channels

 Train managers and employees to improve communication

skills

 Establish hotline and ombudsman programs

 Establish fair reward system for individual and team

achievement

 Encourage full participation in teams

Ch 1, Slide 21

Overview of Topics in This Chapter

Communication Skills and Career Success

The Communication Process

Barriers to Interpersonal Communication

Flows of Information in Organizations

12

Business Communication

Chapter 2 Developing Team, Listening, and Etiquette Skills

23

1 Recognize the importance of soft skills and

teamwork in today’s workplace

2 Understand how to contribute positively to team

performance, including resolving workplace conflicts

3 Understand the forms of nonverbal communication

and how they can be used to advance your career

4 Develop a competitive edge with professionalism

and business etiquette skills

Objectives of Chapter 2

24

 Proven team skills

 Strong verbal and written communication skills

 Excellent interpersonal and organizational skills

What Do Employers Want?

 Less resistance to change

 Improved employee morale

 Reduced risks

Why Teamwork Works

 Set rules and abide by them

 Analyze tasks and define problems

 Contribute information and ideas

 Show interest and listen actively

 Encourage members to participate

 Synthesize points of agreement

Characteristics of People Who Exhibit

Positive Team Behavior

28

 Block ideas of others

 Insult and criticize

 Waste the group's time

 Make inappropriate comments

 Fail to stay on task

 Withdraw, don't participate

Characteristics of People Who Exhibit

Negative Team Behavior

29

How to Resolve Conflict: Six Steps

Listen Under- stand

other

points

of view

Show concern for the relation- ship

Look for common ground

Invent new problem- solving options

Reach

an agree- ment based

on what

is fair

7 Paraphrase to increase understanding

8 Capitalize on lag time

9 Take notes

10 Be aware of gender differences

Ten Keys to Building

Powerful Listening Skills

32

 Lag time

Common Listening Barriers

33

 Complement and illustrate

 Reinforce and accentuate

 Replace and substitute

 Control and regulate

 Contradict

Functions of Nonverbal Communication

18

 Eye contact

 Facial expression

 Posture and gestures

 Time (arrival, length)

 Use polite words

 Express sincere appreciation and praise

 Be selective in sharing personal information at

work

 Rise above others’ rudeness

with others

 Disagree agreeably

How to Gain an Etiquette Edge

36

Business Communication

Chapter 3 Intercultural Communication

37

1 Understand significant trends related to the

increasing importance of intercultural

communication for business communicators

2 Define culture, describe five noteworthy

cultural characteristics, and compare and

contrast five key dimensions of culture including

high and low context

3 Identify techniques for improving

communication in intercultural environments

Objectives of Chapter 3

Technological Advancements and

Global Interconnectivity

40

workforce and multinational companies

Expanding Intercultural Workforce

41

Characteristics of Culture

Communi-Time Orientation

Spanish

English Italian French North American

Low-context cultures are logical, linear, individualistic, and action-oriented

44

 Stereotype: An oversimplified behavioral

pattern applied uncritically to groups

 Prototype: A mental representation based on

characteristics that are flexible and open to

 Descriptiveness – giving descriptive feedback

instead of judgmental feedback

 Nonjudgmentalism – being tolerant, which

helps prevent defensive reactions

 Supportiveness – encouraging others with head

nods, eye contact, and facial expressions

Techniques to Broaden Your Intercultural Competence

24

 Tolerance – being open-minded and

empathetic

 Helping others save face – raising their social

standing through positive comments

 Patience – for example, letting others express

their thoughts without finishing their sentences

for them

Techniques for Bridging the

Gap Between Cultures

47

 Learn foreign phrases

 Use simple English

 Speak slowly and enunciate clearly

 Listen without interrupting

 Smile when appropriate

 Follow up in writing

How to Improve Oral Communication

With Intercultural Audiences

48

 Consider local styles

 Observe titles and rank

 Use short sentences and short paragraphs

 Avoid ambiguous expressions

 Strive for clarity

 Use correct grammar

 Cite numbers carefully

 Accommodate readers in organization, tone,

and style

How to Improve Written Communication

With Intercultural Audiences

49

 Seek training

 Understand the value of

differences

 Don’t expect conformity

 Learn about your cultural

self

 Make fewer assumptions

 Build on similarities

Tips for Improving Communication Among

Diverse Workplace Audiences

26

The Importance of Intercultural Communication

Dimensions of Culture

How We Form Judgments of Others

Ways to Broaden Intercultural Competence

Overview of Topics in This Chapter

51

Contributing Positively to a Team

Workplace Listening Skills

Nonverbal Communication

Professionalism and Business Etiquette

Overview of Topics in This Chapter

52

Business Communication

Chapter 4 Preparing to Write Business Messages

53

1 Identify four basic principles of business writing,

summarize the 3-x-3 writing process, and explain

how a writing process helps a writer

2 Clarify what is involved in analyzing a writing task

and selecting a communication channel

3 Effectively apply audience benefits, the “you” view,

bias-free language, a conversational but professional

tone, positive expression, courtesy, simple language,

and precise words

Objectives of Chapter 4

The 3-x-3 Writing Process

56

 Analyze the task

 Identify the purpose

 Select the best channel

 Bases to select channels

 Importance of the message

 Feedback: amount, speed

30

 Spotlight receiver benefits

 the warranty starts working for you immediately

 Cultivate the “you” view

 you will receive your order

 Use sensitive language avoiding gender, race,

age, and disability biases

 office workers, not office girls

Adapting messages

to Task and Audience

59

 a, b, c, etc., not a, b, c and the like

 you will be happy to, not you won't be sorry that

 salary, not remuneration

 fax me, not contact me

Adapting to Task and Audience

60

Developing Reader Benefits

61

Sender-focused

“We are requiring all

staffers to complete these

forms in compliance with

company policy.”

Receiver-focused

“Please complete these forms so that you will be eligible for health and dental benefits.”

Developing Reader Benefits

Sender-focused

“Because we need more

space for our new

inventory, we’re staging a

two-for-one sale.”

Receiver-focused

“You can buy a year’s supply of paper and pay for only six months’ worth during our two-for-one sale.”

We take pleasure in announcing an agreement

we made with Hewlett Packard to allow us to

offer discounted printers in the student store

“You” view

An agreement with Hewlett Packard allows you

and other students to buy discounted printers at

your convenient student store

Emphasize the “You” View

63

You overlooked

(You are careless.)

You failed to

(You are hopeless.)

You state that

(But I don’t believe you.)

You claim that

(It’s probably untrue.)

Hidden Negative Meanings

64

You are wrong

(I am right.)

You do not understand

(You are not very bright.)

 Avoid litigation by using especially careful

language in four areas:

• Investment information

• Safety information

• Marketing information

• Human resources information

Adapting to Legal Responsibilities

34

Defining Business Writing

Guffey’s 3-x-3 Writing Process

How to Analyze, Anticipate, and Adapt

Reader Benefits and the “You” View

Legal and Ethical Responsibilities

Overview of Topics in This Chapter

67

Business Communication

Chapter 5 Organizing and Writing Business Messages

68

1 Apply Phase 2 of the 3-x-3 writing process,

which begins with formal and informal methods

for researching data and generating ideas

2 Compare direct and indirect patterns for

organizing ideas

3 Compose the first draft of a message, focusing

on effective sentences

4 Compose effective paragraphs using three

classic paragraph plans as well as applying

techniques for achieving paragraph coherence

The 3-x-3 Writing Process

36

 Look in office files

Informal Research and Idea Generation

71

1 In the center of a clean sheet of paper,

write your topic name and circle it

2 Around the circle, record any topic ideas

that pop into your mind

3 Circle each separate area

4 Avoid censoring ideas

5 If ideas seem related, join them with lines;

don’t spend time on organization just yet

Using a Cluster Diagram to

Generate Ideas

72

Organizing Data

• Listing and outlining

• Grouping ideas into patterns

 Direct pattern for receptive audiences

 Indirect pattern for unreceptive audiences

73

Tips

cluster diagram

irrelevant; simplify and clarify



Organizing Cluster Diagram Ideas

Into Subclusters

38

Tips

Purpose, Content, Development, and Form)

prepare an outline

circles around each classification

Organizing Cluster Diagram Ideas Into

Good News or

Main Idea

If mildly interested

Audience Response Determines Pattern of

If displeased or disappointed

Bad News or

Main Idea

 Recognize phrases and clauses

 Use short sentences

 Emphasize important ideas

 Use the active voice for most sentences

 Use the passive voice to deemphasize the

performer and/or to be tactful

 Avoid dangling and misplaced modifiers

Creating Effective Sentences

40

 Clauses have subjects and verbs; phrases do not

 Independent clauses are complete; dependent

clauses are not

 Phrases and dependent clauses cannot function as

sentences

 Independent Clause: They were eating cold pizza

 Dependent Clause: that they want to return for a refund

 Phrase: to return for a refund

Recognizing Phrases and Clauses

81

Emphasizing Important Ideas

 Position the most important idea at the

beginning of the sentence

 Make sure the most important idea is the

subject of the sentence

 Place the main idea in a short sentence

Use the Active Voice for

Most Sentences

 Active voice: We lost money

 Active voice: I sent the e-mail message

yesterday

(The subject is the performer.)

42

Use the Passive Voice To Deemphasize

the Performer and/or To Be Tactful

 Passive voice: Money was lost (by us)

 Passive voice: The e-mail message was sent

yesterday (by me)

(Passive voice test: Ask “By whom?” If you can fill in the

performer, the verb is probably in the passive voice.)

83

Avoid Dangling Modifiers

 Dangling modifier: To be hired, an application

must be completed

Revision: To be hired, you must complete an

application

Revision: To be hired, fill out an application.

(In the last example, youis understood to be the subject

of fill.)

84

Avoid Misplaced Modifiers

 Misplaced modifier: The patient was referred

to a psychiatrist with a severe emotional

problem

Revision: The patient with a severe emotional

problem was referred to a psychiatrist

85

Effective Paragraphs

 Drafting effective paragraphs

• Discuss only one topic in each paragraph

• Arrange sentences in a strategic plan

• Link ideas to build coherence

• Use transitional expressions for coherence

• Compose short paragraphs for effective business

messages

44

Effective Paragraphs

 Discussing only one topic in each paragraph

• Group similar ideas together

• Start a new paragraph for each new topic

87

Effective Paragraphs

• Direct Plan: main sentence followed by supporting

sentences (for defining, classifying, illustrating, and

describing ideas)

• Pivoting Plan: limiting sentences, main sentence,

supporting sentences (for comparing and

contrasting)

• Arranging Sentences in a Strategic Plan

88

Effective Paragraphs

 Indirect Plan: supporting sentences, main sentence

(for describing causes followed by effects)

• Arranging Sentences in a Strategic Plan

89

Effective Paragraphs

 Linking ideas to build coherence

• Sustain the key idea by repeating or rephrasing it

• Use a pronoun ( to fulfill three goals They are

.)

• Dovetail sentences Connect the beginning of

each new sentence with a word from the end of

the previous sentence ( to hire new employees

These employees )