Chapter 1

Understanding Business
Communication in Today’s Workplace

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 Learning Outcomes

 The importance of effective business communication

 Communicating as a professional

 The communication process model and social communication

 Ethical communication

 Cultural diversity in a business setting

 Using communication technology effectively

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 Tips for Success

“To connect with staff around the world, we use many different
channels to communicate as effectively as we can—but
nothing replaces face-to-face discussions.”

— Judi Hess,
CEO,
Copperleaf Technologies

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 Understanding Why Communication
Matters
 Communication is important to your career

 Communication skills are ranked highest on the list of

employability skills by the Conference Board of Canada

Good communication = Competitive advantage

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 Understanding Why Communication
Matters
 Communication is important to your company

– Faster problem solving

– Stronger decision making
– Increased productivity
– Steadier workflow
– Closer ties to marketplace
– Opportunities to influence others
– Improved employee engagement
– Greater job satisfaction
– Lower employee turnover
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 Understanding Why Communication
Matters
 What makes business communication effective?

– Practical information
– Facts, not impressions
– Efficient presentation
– Clear expectations
– Persuasive arguments

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 Communicating as a Professional

 Professionalism: Performing at a high level

– Excellence
– Dependability and accountability
– Team player
– Etiquette
– Ethical decisions
– Positive outlook

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 Communicating as a Professional

 Understanding what employers expect of you

– Organize ideas
– Express yourself coherently and persuasively
– Build persuasive arguments
– Evaluate data
– Listen actively
– Communicate effectively in diverse settings
– Use communication technology

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 Communicating as a Professional

 Understanding what employers expect of you

(cont’d)

– Use correct grammar and spelling

– Adapt to a variety of audiences
– Be courteous
– Communicate ethically
– Respect confidentiality
– Follows laws and regulations
– Manage your time and resources

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 Communicating as a Professional

 Etiquette: Standards of behaviour in a given setting

1. Respect

2. Courtesy

3. Common sense

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Basic Communication Model

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Social Communication Model

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Committing to Ethical Communication

 Ethics: The principles of conduct that govern

behaviour in a society

– Plagiarism
– Omitting essential information
– Selective misquoting
– Misrepresenting numbers
– Distorting visuals
– Failing to respect privacy or information security

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Committing to Ethical Communication

 Transparency: A practice of openness that gives

people access to information they need

– Whose message?
– Authentic communication?

 Trying to fool the public is bad for business!

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Committing to Ethical Communication

 Ethical Dilemma  Ethical Lapse

– Alternatives – Illegal
– Ambiguous – Unethical

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Committing to Ethical Communication

 Making ethical choices

– Is the situation defined fairly and accurately?

– What is your intention?
– What are the potential consequences?
– Have you weighed possible good vs. possible harm?
– Can you stand by your evaluation and your decision in the
future?

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 Communicating in a World of
Diversity
 Culture: A system of shared practices including beliefs, values,
and behavioural norms

– Affected by nationality, ethnicity, age, religion, etc.

 Cultural competency: Recognition of cultural factors that

affect communication and adaptability in diverse settings

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 Communicating in a World of
Diversity
 High-Context Cultures: Rules for getting along are rarely
explicit

– Less reliance on verbal communication

– More reliance on nonverbal features

 Low-Context Cultures: Rules and expectations are generally

plainly stated

– More reliance on message content

– Less reliance on context cues

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 Communicating in a World of
Diversity
 Cultural context may affect decision making, problem solving,
organizational hierarchy, and socializing outside of the
business

 Legal and ethical behaviour differ from culture to culture

– Look for common ground, win–win outcomes

– Communicate non-judgementally
– Communicate honestly and openly
– Be respectful of difference

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 Communicating in a World of
Diversity
 Social customs are influenced by formal and informal rules

– Time orientation
– Manners and markers of respect
– Individualistic vs. collectivist cultures
– Status and roles
– Authority, power, deference

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 Communicating in a World of
Diversity
 Other aspects of cultural diversity:

– Nonverbal communication
– Age differences and life stages
– Gender
– Religious affiliation
– Ability differences

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 Communicating in a World of
Diversity
 Improving intercultural communication:

– Avoid ethnocentrism
– Move beyond stereotypes
– Avoid assumptions about culture
– Do not judge differences
– Communicate respect and patience
– Be flexible, learn to accept ambiguity
– Recognize your own cultural biases

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 Communicating in a World of
Diversity
 Writing in intercultural settings:

– Use plain language

– Avoid ambiguous phrasing
– Be clear and specific
– Use numbers carefully
– Avoid slang, idiom, jargon, abbreviations
– Be brief
– Use transitions and recapping

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 Communicating in a World of
Diversity
 Speaking in intercultural settings:

– Adapt your communication for your audience

– Speak slowly and clearly
– Listen sensitively and thoughtfully
– Rephrase for clarity if necessary
– Use repetition and specific examples
– Check understanding often
– Learn and use key phrases of audience language
– Confirm what has been said and agreed to

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 Using Technology to Improve
Communication
 Keep it in perspective: Technology is an aid to communication,
not communication in itself

 Use tools productively: Learn basic features and functions of

your employer’s technology

 Avoid information overload: Be sure your messages matter to

recipients

 Reconnect with people frequently: Step out from behind the

technology

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 Real-World Application

Do you think written or spoken message are

more likely to be susceptible to cultural
misunderstanding?
Why?

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 Real-World Application
An Ethical Choice

Your team has been asked to select the site for a new plant.
Just 15 minutes before the presentation to management, you
find a possible mistake in the numbers, putting the cost 10%
over budget. You don’t have time to recheck all the figures, so
you’re tempted to go ahead without mentioning it. Since
many project run over their original estimates, you can
probably work the extra cost into the budget later.

What should you do?

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