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11/23/2016

Business Communication
Introduction

Ch 0. Slide 0

Lecturers
 Tran Thi Thu Giang, MBA.
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Faculty of Foreign Languages
Room 104 Building 6B, NEU
Mobile: 0912205670
Email:

 Le Thi Thu Mai, MBA.
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Faculty of Foreign Languages
Room 104 Building 6B, NEU
Mobile: 0946203410
Email:
Ch. 0, Slide 1

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Detailed Schedules

Ch. 0, Slide 2

Assessment

Ch. 0, Slide 3

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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
for overcoming those barriers.
Ch. 1, Slide 6

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Expectations of Workers in
Today’s Information Age
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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
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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

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The Communication Process – Basic Model
Noise
Noise
Sender has
idea

1

Noise
Noise

Sender
encodes
idea in
message

Noise

Feedback
5 travels to
sender

2

Noise
Message
travels
over
channel

Possible
additional
feedback to
receiver

4

3

Receiver
decodes
message

Noise
6

Noise
Ch. 1, Slide 9

Factors That Shape Understanding
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Communication climate
Context and setting
Background, experiences
Knowledge, mood
Values, beliefs, culture

Ch. 1, Slide 10

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Barriers That Create Misunderstandings
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Bypassing
Differing frames of reference
Lack of language skills
Poor listening skills
Emotional interference
Physical distractions

Ch. 1, Slide 11

Overcoming Barriers That
Cause Misunderstandings
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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

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Organizational Communication
 Functions
 Internal
 External

 New emphasis
 Interactive
 Mobile
 Instant

 Forms
 Oral
 Written

 Delivery
 Electronic
 Hard copy

Ch. 1, Slide 13

Communication and Formal Channels
 Written channels
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Memos, letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual

Ch. 1, Slide 14

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Communication and Formal Channels
 Oral channels
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Telephone
Face-to-face conversation

Company meetings
Team meetings

Ch. 1, Slide 15

Communication and Formal Channels
 Electronic channels
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E-mail
Instant/text messaging
Voicemail
Videoconferencing
Blogging
Social networks
Wikis
Microblogging
Web chat
Ch. 1, Slide 16

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Formal Channels of Information Flow
Managers

Supervisors

Policies
Procedures
Directives
Goals and Motivation
Flows from
decision makers
to workers

Subordinates
Ch. 1, Slide 17

Formal Channels of Information Flow
Managers

Supervisors

Feedback
Progress
Problems
Suggestions
Flows from
employees to

decision makers
Subordinates
Ch. 1, Slide 18

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Formal Channels of Information Flow

Coworkers

Coworkers

Task coordination, problem solving, conflict
resolution, idea generation, team building,
goals clarification
Flows among workers
at the same level

Ch. 1, Slide 19

Obstacles to the Flow
of Organizational Information
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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

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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
Barriers to Organizational Communication
Ch. 1, Slide 22

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Business Communication

Chapter 2
Developing Team, Listening,
and Etiquette Skills

23

Objectives of Chapter 2
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.

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What Do Employers Want?
 Proven team skills
 Strong verbal and written communication skills
 Excellent interpersonal and organizational skills

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Why Teamwork Works
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Better decisions
Faster response

Increased productivity
Greater “buy-in”
Less resistance to change
Improved employee morale
Reduced risks

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Four Phases of Team Development

1

Forming

2

Storming

3

4

Performing

Norming

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Characteristics of People Who Exhibit
Positive Team Behavior
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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.

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Characteristics of People Who Exhibit
Negative Team Behavior
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Block ideas of others.
Insult and criticize.
Waste the group's time.
Make inappropriate comments.
Fail to stay on task.
Withdraw, don't participate.

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How to Resolve Conflict: Six Steps
Reach
an
Invent
agreenew
Look for
ment
common problemShow
based
solving
Under- concern ground
Listen stand
options on what
for the
is fair
other relationship

points
of view

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Types of Workplace Listening
 Listening to superiors
 Listening to colleagues and teammates
 Listening to customers

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

6. Ask clarifying
questions.
7. Paraphrase to
increase
understanding.
8. Capitalize on lag
time.
9. Take notes.
10. Be aware of gender
differences.
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Common Listening Barriers
 Mental Barriers
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Inattention
Prejudgment
Frame of reference
Closed-mindedness
Pseudolistening

 Physical and Other
Barriers
 Hearing impairment
 Noisy surroundings
 Speaker’s appearance or
mannerisms
 Lag time

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Functions of Nonverbal Communication
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Complement and illustrate
Reinforce and accentuate
Replace and substitute
Control and regulate
Contradict

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Forms of Nonverbal Communication
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Eye contact
Facial expression
Posture and gestures
Time (arrival, length)
Space
Territory
Appearance of documents
Appearance of people
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How to Gain an Etiquette Edge
 Use polite words.
 Express sincere appreciation and praise.
 Be selective in sharing personal information at
work.
 Avoid putting people down.
 Respect coworkers’ space.
 Rise above others’ rudeness.
 Be considerate when sharing space and equipment

with others.
 Disagree agreeably.
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Business Communication
Chapter 3
Intercultural Communication

37

Objectives of Chapter 3
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.

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Reasons for the Increasing Importance of
Intercultural Communication
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The globalization of markets
Technological advancements
Global connectivity
An intercultural workforce

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Technological Advancements and
Global Interconnectivity
 The development of
new transportation
and information
technologies fuel the
explosive growth of
global markets.

 The Internet and the
Web are changing
the way we live, the
way we do business,

and the way we
communicate.

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Expanding Intercultural Workforce
 Immigration makes
intercultural
communication
increasingly
necessary.

 Business
communicators must
learn to adapt to an
intercultural
workforce and
multinational
companies.

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Characteristics of Culture

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Dimensions of Culture
Formality
Communication Style

Individualism

Context

Time
Orientation

Culture

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Characteristics of High-Context
and Low-Context Cultures
Japanese
Arab
Latin American
Spanish
English
Italian
French

North American
Scandinavian
German
Swiss

High Context
High-context cultures are
relational, collectivist,
intuitive, and contemplative.

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

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How We Form Judgments
 Stereotype: An oversimplified behavioral
pattern applied uncritically to groups
 Prototype: A mental representation based on
characteristics that are flexible and open to
new definitions
 Prejudice: A rigid attitude based on erroneous
beliefs or preconceptions

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Techniques to Broaden
Your Intercultural Competence
 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

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Techniques for Bridging the
Gap Between Cultures
 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

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How to Improve Oral Communication
With Intercultural Audiences
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Learn foreign phrases.
Use simple English.
Speak slowly and enunciate clearly.
Observe eye messages.
Encourage accurate feedback.
Check frequently for comprehension.
Accept blame.
Listen without interrupting.
Smile when appropriate.
Follow up in writing.

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How to Improve Written Communication
With Intercultural Audiences
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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.
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Tips for Improving Communication Among
Diverse Workplace Audiences
 Seek training.
 Understand the value of
differences.
 Don’t expect conformity.

 Learn about your cultural
self.
 Make fewer assumptions.
 Build on similarities.
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