Business Communication

Essentials
Part 3

Assistant Professor Dr. Phue Thinzar Aye

DIT, DBL, DELPT, BBM (Q), MBA, PMBA (UK), Hon.Dr.BA
MBA Program Director (Myanmar Management Institute)
 Summary of Lecture from Part 2

Communication Effective
Media Richness
Barriers Communication

Communication High-Context
Communication
Technologies in and Low-
Theories
Digital Age Context Culture
 Successful Oral Communication With
Intercultural Audience
• Use simple English
• Speak slowly and enunciate clearly
• Encourage accurate feedback
• Check frequently for comprehension
• Observe eye messages
• Accept blame
• Listen without interrupting
• Smile when appropriate
• Follow up in writing
 Importance of Diversity in the Workplace
• Diversity in the workplace means maintaining a workforce of people with
varying backgrounds, perspectives, abilities, and lifestyles.
• In the United States, 72 percent of full-time employees value working with
people different from themselves, according to data gathered by Dynata
for its 2021 Global Consumer Trends report on Diversity, Equity, and
Inclusion.
• McKinsey's research reveals that the global gross domestic product (GDP)
could increase by $12 to $28 trillion by 2025 if all countries elevate gender
equality in the workplace.
4 Strategies to Diversify Workplace

Hire leaders that value diversity

Rewrite your job descriptions

Use blind hiring practices

Stay current on workplace diversity best practices

 Tips for Communicating With Diverse
Audiences on the Job
• Seek training
Look upon diversity as an opportunity, not a threat.
Intercultural communication, team building, and conflict resolution are skills
that can be learned in diversity training programs.
• Understand the value of differences
Even smart people working collectively can make dumb decisions if they do
not see different perspectives.
Diversity in problem-solving groups encourages independent and creative
thinking.
 Tips for Communicating With Diverse
Audiences on the Job
• Learn about your cultural self
Try to stand outside and look at yourself.
These may be invisible to you until challenged by people who are different
from you. Be ready to adapt as your environment changes.
• Make fewer assumptions
Don’t assume that everyone wants to observe the holidays with a Christmas
party and a decorated tree.
 Tips for Communicating With Diverse
Audiences on the Job
• Build on similarities
Be prepared to consider issues from many perspectives, all of which may be
valid. Accept that there is room for various points of view to coexist
peacefully. Look for common ground in shared experiences, mutual goals,
and similar values.
 Professionalism, Teamwork,
Meetings, and Speaking Skills
 Understanding Professionalism and
the Cost of Incivility

• Professionalism - desirable workplace behavior.

• In the digital age, professionalism also means maintaining a positive online
presence.
• Following are a few traits and skills that define professional behavior to
foster positive workplace relations.
❖ Civility
Incivility at work - “behavior that is considered disrespectful and inconsiderate
of others such as personal attacks, rudeness, and disrespectful comments.”
that are disruptive, causing stress and conflict.
 Understanding Professionalism and
the Cost of Incivility
❖ Polish
Making first impressions, shaking hands, improving one’s voice quality,
listening, presentation skills, and more.

❖Business and Dining Etiquette

Proper business attire, dining etiquette, and other aspects of your professional
presentation can make or break your interview.
 Understanding Professionalism and
the Cost of Incivility

❖ Social Intelligence - “The ability to get along well with others and to get
them to cooperate with you.”
Social intelligence points to a deep understanding of culture and life that helps
us negotiate interpersonal and social situations.
Social intelligence requires us to interact well, be perceptive, show sensitivity
toward others, and grasp a situation quickly and accurately.
The Six Dimensions of
Professional Behavior
 Communicating Face-to-Face on the Job
• Richest communication channel
• Use voice and body language to make a point, convey warmth, and build
rapport.
• Less likely to be misunderstood because you can read feedback and make
needed adjustments.
• In conflict resolution, you can reach a solution with fewer misunderstandings
and cooperate to create greater levels of mutual benefit.

Using Your Voice as a Communication Tool

• Studies suggest a strong correlation between voice and perceived authority

and trust.
• Pronunciation, voice quality, pitch, volume, rate, and emphasis.
 Communicating Face-to-Face on the Job
Making Workplace Conversation Matter

• Workplace conversations may involve giving and taking instructions,

providing feedback, exchanging ideas, brainstorming, participating in
performance appraisals, or engaging in small talk about such things as
families and sports.

✓ Use Correct Names and ✓ Give Sincere and Specific

Titles Praise
✓ Choose Appropriate Topics ✓ Act Professionally in Social
✓ Avoid Negative Remarks Situations
✓ Listen to Learn
 Communicating Face-to-Face on the Job
Receiving Workplace Criticism Gracefully

• Listen without interrupting

• Determine the speaker’s intent
• Acknowledge what you are hearing
• Paraphrase what was said – restate objectively
• Ask for more information if necessary
• Agree—if the comments are accurate
• Disagree respectfully and constructively—if you feel the comments are unfair
May I tell you my perspective?
How can we improve this situation in a way you believe we can both accept?
• Look for a middle position
• Learn from criticism
 Communicating Face-to-Face on the Job
Providing Constructive Criticism on the Job

• Mentally outline your conversation

• Generally, use face-to-face communication
• Focus on improvement
• Offer to help
• Be specific (Avoid generalizations)
• Discuss the behavior, not the person
• Use the word we rather than you
• Encourage two-way communication
• Avoid anger, sarcasm, and a raised voice
• Keep it private
 Following Professional Telephone and Voice Mail
Etiquette
Making Telephone Calls Professionally

• Plan a mini-agenda
• Use a three-point introduction - When placing a call, immediately (a) name the
person you are calling, (b) identify yourself and your affiliation, and (c) give a brief
explanation of your reason for calling.
• Be brisk if you are rushed - when your time is limited, avoid questions such as
How are you? Instead, say, Lauren, I knew you’d be the only one who could
answer these two questions for me.
• Be cheerful and accurate - A smile can affect the tone of your voice
• Be professional and courteous
• Ending the call
• Avoid telephone tag - If you can’t reach someone, ask when it would be best to
call again.
• Leave complete voice mail messages.