Lecture Business and administrative communication: Chapter 4 - Kitty O. Locker, Donna S. Kienzler
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Chapter 4
Navigating the Business
Communication Environment
Copyright © 2015 McGrawHill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGrawHill Education.
Chapter 4 Learning Objectives
LO 4-1 Why ethics is so important in business
communication
LO 4-2 How corporate culture impacts business
environments
LO 4-3 Why interpersonal communication is important
LO 4-4 How to use your time more efficiently
LO 4-5 What the trends in business communication are
42
Business Environment
Shaped by
Ethics
Corporate Culture
Interpersonal Communication
Time Management
Trends
43
Ethics
Daily communication decisions involve
ethics
Language, graphics, and document
design can all be ethical or manipulative
44
Corporate Culture
Vary widely among organizations (even
those within the same field)
Wise companies use it to retain workers
International differences can impact it
45
Interpersonal Communication
Communication between people
Includes multiple skills
Listening
Conversation style
Nonverbal
Etiquette
Networking
46
Listening
Crucial to building trust
Harder on job than in class
Information not as organized
on job
Jobs require listening to
feelings as well as
information
Nods, smiles, frowns show
you’re listening
47
Avoid Listening Errors
To reduce errors
Paraphrase what the speaker has said
Check your understanding with speaker
Write down key points
Don’t ignore instructions that seem
unnecessary
Consider other person’s background
48
Conversation Style
Denotes our conversational patterns and
the meaning we give to them
Consider these features:
Rate of speech
Rate of turn-taking
Persistence if turn not acknowledged
Preference for personal stories
Tolerance of simultaneous speech
Abrupt topic shifting
49
Nonverbal Communication
Communication without words
Signals such as smiles and gestures
Can be misinterpreted as easily as words
Be aware of
Spatial cues
Body language
410
Etiquette
Treating people with respect
Using “please,” “thank you,” and “you’re
welcome”
Making customers feel welcomed
Using technology appropriately
411
Networking
Ability to connect with many different
kinds of people
Create connections before they are
needed
Being part of the grapevine
Even more important as you climb
corporate ladder
412
Time Management
Crucial to success of professionals
Prioritize demands of your time
Complete most important demands first
413
Time Management
Keep lists
Ask yourself where you want to be in five years
Do large, important tasks first
Break large tasks into small ones
Create blocks of times
Avoid time sinks
Decide at the end of today what to do tomorrow
Evaluate performance at end of week
414
12 Business Trends
1.
2.
3.
4.
5.
Data Security
Electronic Privacy
Customer Service
Work/Family Balance
Environmental
Concern
6. Globalization and
Outsourcing
7.
8.
9.
10.
Diversity
Teamwork
Job Flexibility
Innovation and
Entrepreneurship
11. Big Data
12. Rapids Rate of
Change
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