Transcript Interpersonal Communication - McGraw Hill Higher Education

Chapter 4
Navigating the Business
Communication Environment
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Chapter 4 Learning Objectives
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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
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Business Environment
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Shaped by
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Ethics
 Corporate Culture
 Interpersonal Communication
 Time Management
 Trends
4-3
Ethics
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Daily communication decisions involve
ethics
Language, graphics, and document
design can all be ethical or manipulative
4-4
Corporate Culture
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Vary widely among organizations (even
those within the same field)
Wise companies use it to retain workers
International differences can impact it
4-5
Interpersonal Communication
 Communication between people
 Includes multiple skills
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Listening
Conversation style
Nonverbal
Etiquette
Networking
4-6
Listening
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Crucial to building trust
Harder on job than in class
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Information not as organized
on job
 Jobs require listening to
feelings as well as
information
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Nods, smiles, frowns show
you’re listening
4-7
Avoid Listening Errors
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To reduce errors
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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
4-8
Conversation Style
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Denotes our conversational patterns and
the meaning we give to them
Consider these features:
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Rate of speech
Rate of turn-taking
Persistence if turn not acknowledged
Preference for personal stories
Tolerance of simultaneous speech
Abrupt topic shifting
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Nonverbal Communication
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Communication without words
Signals such as smiles and gestures
Can be misinterpreted as easily as words
Be aware of
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Spatial cues
 Body language
4-10
Etiquette
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Treating people with respect
Using “please,” “thank you,” and “you’re
welcome”
Making customers feel welcomed
Using technology appropriately
4-11
Networking
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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
4-12
Time Management
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Crucial to success of professionals
Prioritize demands of your time
Complete most important demands first
4-13
Time Management
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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
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12 Business Trends
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Data Security
Electronic Privacy
Customer Service
Work/Family Balance
Environmental
Concern
6. Globalization and
Outsourcing
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Diversity
Teamwork
Job Flexibility
Innovation and
Entrepreneurship
11. Big Data
12. Rapids Rate of
Change
4-15