IAI Begawan Series 30042014 2

Global Network
Global
Environment
Global
Audiences
5
Today’s Overview
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

6
Learning Objectives
 Send clear, concise

messages.
 Hear and correctly
understand
messages someone
is sending to us.

7
Working Toward Mastery
Achieve
Achieve
Mastery
Mastery
Projects Worked On
Get
Get
Experienced
Experienced
Get
Get Familiar
Familiar
Time Spent

8
Communication Skills
“We all use language to communicate, to express

ourselves, to get our ideas across, and to connect with
the person to whom we are speaking. When a
relationship is working, the act of communicating
seems to flow relatively effortlessly. When a
relationship is deteriorating, the act of communicating
can be as frustrating as climbing a hill of sand.”
--Chip Rose
Attorney and Mediator
9
Today’s Overview

10
10
Overview
Communication in the Workplace

The importance of communication
Three forms of communication in business
Formal and informal networks
The process of communication
Basic truths about communication

11
The Importance of Communication Skills as

Expressed by Business Authorities
“Top executives from Fortune 500 companies rate
communications skills as the most important quality for
business leaders.”
--Business Section
New York Times
“There may be no single thing more important in our efforts
to achieve meaningful work and fulfilling relationships
than to learn and practice the art of communication.”
--Max De Pree, Author
The Art of Leadership

12
Evidence of Communication
Weakness in Business
“I’m surprised how so many people struggle with
communication.”
--Michael Rook, Production Manager
Hewlett Packard, San Diego, CA
“The first thing the Human Resources Department did

was give me a writing book.”
--Sam Reeves, IT Consultant
AMS, Denver, CO
13
Main Forms of
Communication in Business
 Operational
 Internal
 External
 Personal
Intranets like this one from

Deere & Company are used
for internal communication.
14
Communication Networks
 Formal Network
 well-established, usually
along operational lines
 planned
 Informal Network
 complex
 dynamic

15
The Formal and Informal Communication Networks

in a Division of a Small Manufacturing Company
Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal Network

Coral Dashed Lines = Informal Network (at a moment in time, for they change often)
16
Factors Affecting Volume of

 Nature of the business
 Operating plan
 People

17
A Model of the Communication Process

1. A message sent by Marci arrives
in Kevin’s “sensory world.”
2. Kevin’s senses pick up the
message, but may also pick up
competing information.
3. Marci’s message is filtered
through Kevin’s unique mind and
is given meaning.
4. The meaning given may trigger a
response, which Kevin’s unique
mind forms.
5. Kevin sends the message to
Marci. It enters her sensory
world, and a second cycle begins.

18
A Model of the Communication Process

(continued)
1. A message sent by Kevin arrives
in Marci’s “sensory world.”
2. Marci’s senses pick up the
message, but may also pick up
competing information.
3. Kevin’s message is filtered
through Marci’s unique mind and
is given meaning.
4. The meaning given may trigger a
response, which Marci’s unique
mind forms.
5. Marci sends the message to
Kevin. It enters his sensory
world, and another cycle begins.
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How Oral and Written

Communication Differ
Written communication
 is more likely to involve creative effort,
 has longer cycles,
 and usually has fewer cycles.

20
Some Basic Truths about

Communication
 Meanings sent are not always received.
 Meaning is in the mind.
 The symbols of communication are imperfect.

21
Adaptation

22
Today’s Overview

23
23
Overview
Techniques of Cross-cultural Communication

 The Importance of Cross-cultural
 Problems of Cultural Differences
 Problems of Language
 Some Solutions for Improved Communication

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Why is communicating across

cultures important to business?
 Technological advances have made doing business
more global
 Understanding those who buy and use a company’s
products or services helps you design ones that fit
your customers’ needs
 Successful communication improves productivity
and creates a comfortable workplace
 Communicating with those from other cultures
enriches your business and personal life.
25
Problems of Cultural Differences

 Body positions and movement
 Views and practices concerning factors of
human relationships
 Effects on business communication techniques

26
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Body Positions and Movement

 Body Parts
 Gestures
 Eye Contact
 Touching and Handshaking

27
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Some Gesture Differences

Gesture Meaning 1 Meaning 2
Hand up, palm out, wrist stiff, Good-bye No
back and forth motion (America) (Europe)
Raised hand with index finger Come here Rude to point a finger
extended, head high (America) (Japan)
Raised hand, fingers in “V” Victory or peace Double, sexual, insulting
position (with palm out) (with palm in)
(America) (England)
Vertical horns Hook’em Horns Your spouse is unfaithful
(Texas) (Italy)
Good luck
(Brazil and Venezuela)
Thumbs up Fine, Good going, Strong, sexual insulting
Everything is okay (Nigeria and Australia)
(America)
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Attitudes Toward Factors of

Human Relationships
 Time
 Space
 Odors
 Frankness
 Intimacy of Relationships
 Values
 Expression of Emotions

29
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Effects on Business
Communication Techniques
 Our communication techniques are not
universally acceptable.
 Our techniques do not work with all English-
speaking people.
 Problems can be overcome by learning about
other cultures.

30
Problems of Language
 Lack of language equivalency
 Difficulties in using English
 Multiple meanings of words
 Two-word verbs
 Culturally derived words

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Avoid Culturally Derived Words

 Slang expressions
 Shifted use (sports, computer, science)
 Idioms and colloquialisms

32

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33
“More than technical or infrastructure

problems, cultural problems will be the
biggest issue that merchants will face in the
global marketplace.”
--Bruce Guptill, Analyst
The Gartner Group

34
Today’s Overview

35
35
Overview
Oral Communication and Public Speaking

 Informal Talking
Listening
Nonverbal Communication
Public Speaking: Determination of the Topic
Preparation of the Presentation
Presentation Methods
Consideration of Personal Aspects
Audience Analysis
Appearance and Physical Actions
Use of Voice
Use of Visuals (Graphics) Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
36
Elements of Good Talking

 Voice Quality
 Talking Style
 Word Choice and Vocabulary
 Central Role of Adaptation

37
37
Voice Quality
 It
is pitch and resonance of vocal sounds
 Not all voices are good
 How to improve yours:

 You know good voice quality.
 Listen to yourself.
 Do what you can to improve.

38
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Talking Style
 Itis the blending of pitch, speed, and volume.
 To improve
 Analyze your style. Listen to yourself.
 Then do what you can to make yours better.

39
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Adaptation
 Adapt. Choose words in your listener’s vocabulary.
 The preceding suggestion applied to the whole
message.
 It is more than just word choice. It also concerns
idea simplification.

40
40
Courtesy in Talking
 Don’t dominate or drown out others.
 Apply the Golden Rule; accord others the courtesy
you expect from them.

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Using the Telephone

 Trivial?
Perhaps.
 But many of us have bad techniques.
 Bad voice quality – gruff, shrill, soft
 Inconsiderate (usually unintentional)

42
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What you can do about it.

 Listento yourself – record a conversation.
 Work for naturalness.
 Follow recommended procedures for courtesy.

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Techniques of Telephone Courtesy

 When calling
 introduce yourself and ask for person you want
 explain purpose of call if unsure of person to
contact
 When answering
 identify company/office and offer to help
 emphasize thoughtful answering practices

44
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Effective Voice Mail Techniques

 Speak clearly and distinctly
 Identify yourself by name and affiliation
 Give overview of message
 Continue with details
 Ask for action if needed
 Speak slowly with callback information
 End with goodwill comment

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Wireless Telephones
 Now widely used.
 And growing fast.
 But they have created a nuisance.

46
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Listening
 The receiving end of communication.
 Caused more problems and sending end.
 It involves
 Sensing
 Filtering
 Remembering.

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To improve your listening

 You must first want to improve.
 Then work to pay attention.
 Work on the accuracy of your filtering – think.
 Work to remember – concentrate.

48
The Ten Commandments

of Listening
 Stop talking
 Put talker at ease
 Show talker you want to listen
 Remove distractions
 Empathize with talker
 Be patient
 Hold your temper
 Go easy on argument and criticism
 Ask questions
 Stop talking
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Nonverbal communication
 It is the communication that occurs without words.
 It accounts for a larger part of the message than
words.
 We use it to reinforce our words.
 But it also communicates by itself.

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Types of nonverbal communication:

(1) Body language
 How we gesture with arms, fingers, hands, face
 How we stand, walk
 Our posture at
 Our eye movements
 The clothes we wear and how we wear them
 How we decorate our bodies (tattoos, piercing)
 Etc.

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(2) Space
 Intimate (contact to 18 inches)
 Personal (18 inches to 4 feet)
 Social (4 to 12 feet)
 Public (12 feet to range of sight)
 Our behavior in each is determined by our culture.
 We need to be sensitive to the space conditioning
of others.

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(3) Time
 Concepts of time also vary by culture.
 Punctuality, orderly activities vary in
importance by culture.

53
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(4) Paralanguage
 It is how the words are delivered.
 It is the speed, pitch, emphasis, volume, and such
that we give the words.

 Recall the text example: “I am a good communicator.
”
 Repeat five times emphasizing a different word each time.

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“ If speaking is silver,
then listening is gold.”
--Turkish Proverb

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Public Speaking:
Determination of the Topic
 It
may be assigned.
 You may have to selected it.

56
56
If It Is Assigned
 Probably it is because of your expertise on the topic.
 The situation may assign it, such has
 A welcome address
 An honors award
 A charity drive

57
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If You Must Select

 Be guided by
 Your background and knowledge.
 The audiences interests.
 The occasion of the speech.

58
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Preparation of the Presentation

 Gather the information needed (libraries, files,
Internet, interviews)
 Next, organize
 Introduction
 Body
 Conclusion

59
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Introduction
 Prepares listeners to receive message
 Arouses interest

60
Some Opening Strategies

 Give a human interest story
 Pose an unanswered question
 Present a surprise statement
 Give a startling statistic
 Use appropriate humor
 Quote a recognized expert
 Appeal to solve a common problem

61
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Presentation Methods
 Extemporaneous – from notes, rehearsed
 Memorized – the most difficult, hazardous
 Reading – typically dull, mechanical

62
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Consideration of Personal Aspects

 Confidence – gained by
 Preparing well
 Dressing appropriately
 Talking strong
 Sincerity – try to project it

 Thoroughness – scant, hurried
presentations are obvious

 Friendliness – make genuine

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Audience Analysis
 Preliminary – Determine size, characteristics
(education level, sex, age, etc.)
 Then adapt.
 During presentation – Get feedback (smiles, frowns,
blank stares, applause)
 Then adjust during speech.

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Appearance and Physical Action

 The communication environment – the things that surround
you as you speak.
 Your appearance – how they see you is part of the message.
 Your posture – also communicates.
 So does your walking – to and from the podium, during
speech
 Also, your facial expressions (smiles, eye movements,
frowns)
 Likewise, the your gestures – vague in meaning, but they
communicate
65
Use of Voice
 Vary Pitch
 Change Speaking Speed
 Use Vocal Emphasis
 Develop Pleasant Voice Quality
 Improve Through Self-Analysis
and Imitation

66
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Selection of Visuals
 Design – select what simplifies, communicates the
complex
 Types – know them all, for the one occasion
 Audience size, cost, ease of preparation – consider
all

67
Techniques of Using Visuals

 Make certain that everyone in the audience can see
the visuals.
 Explain the visuals if necessary.
 Organize and plan the use of each visual.
 Talk to the audience--not the visuals.
 Avoid blocking the listeners’ view of the visuals.

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“It usually takes more than three weeks to

prepare a good impromptu speech.”
-- Mark Twain

69
Today’s Overview

70
70
Overview
Adaptation and the Selection of Words

Role of adaptation in selecting words
Simplifying with short and familiar words
Appropriate use of technical words and acronyms
Selection of words with appropriate strength
Use of concrete words and active voice
Achieve clarity and precision by avoiding camouflaged
verbs, selecting the right words, and using idioms
correctly.
Use of words that do not discriminate
Copyright
Copyright
© 2002
© 2002
by The
by McGraw-Hill
The McGraw-Hill
Companies,
Companies,
Inc. All
Inc.rights
All rights
reserved.
reserved.
71
71
Need for Adaptation

(fitting the message to your readers)
How to do it:
 Visualize your readers
 how they think
 what they know
 their education level
 etc.
 Then write for them

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How to Adapt to Multiple Readers

Write for the bottom level
 Usually this means simplifying
the message
 Thus the following suggestions
stress simplification

73
Use short, familiar words.

DON’T
In effect, it was hypothesized that certain physical data
categories including housing types and densities, land use,
characteristics, and ecological location constitute a scaleable
content area. This could be called a continuum of residential
desirability. Likewise, it was hypothesized that several social
data categories, describing the same census tracts, and
referring generally to to the social stratification system of the
city, would also be scaleable. This scale could be called a
continuum of socioeconomic status. Thirdly, it was
hypothesized that there would be a high positive correlation
between the scale types on each continuum.
74
Use short, familiar words.

DO
One can tell from an aerial photograph where rich and poor
people live. The rich live in big houses set far apart. The
poor live in small houses set close together.

75
Prefer the short, familiar word

to the long, unfamiliar word.
Long, Unfamiliar Words Short, Familiar Words
 Abbreviate  Shorten
 Accomplish  Do
 Approximately  About
 Ascertain  Find out
 Commence  Begin
 Considerable  Much
 Determine  Decide
 Detrimental  Harmful
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Use initials and acronyms

with caution.
What do these letters mean?
 VCR  Video cassette recorder
 FDA  Food and Drug Administration
 CD  Certificate of Deposit/Compact Disc
 IPO  Initial Public Offering
 RV  Recreational Vehicle
 NATO  North Atlantic Treaty Organization
 IRS  Internal Revenue Service

77
Prefer the concrete to the abstract.

Abstract Concrete
We have found that this technique Our research shows that 87 percent of
is successful. those using the technique are successful.
Your department may hire some Your department may hire three new
new employees. stock clerks.
We will ship your order soon. We will ship the Moss No. 41 desk sets
you ordered October 12 by Arrow
freight on October 15.
Each of the branch managers will Each of the branch managers will
receive a substantial pay raise. received a 15 percent pay raise.
This procedure requires a constant This process requires a constant
low temperature. temperature of 10 degrees centigrade.

78
Prefer strong verbs to verbs

camouflaged as nouns.
Camouflaged Verb Strong Verb
. . . make a classification . . . . . . classify . . .
. . . make a computation . . . . . . compute . . .
. . . conduct an exploration . . . . . . explore . . .
. . . provide information . . . . . . inform . . .
. . . engage in negotiation . . . . . . negotiate . . .
. . . make an observation . . . . . . observe . . .
. . . provide representation . . . . . . represent . . .

79
Choose the precise word.

 The committee (comprises) (constitutes) representatives from
all four sales districts.
 This building site cost a large (sum) (amount) of money.
 She was (notorious) (noted) for her concern for the poor.
 We found no evidence that would (cause) (enable) us to
support him.
 The management of this store is independent (of) (from) the
main office.

80
Avoid words with a masculine origin.

Sexist Nonsexist
man-made manufactured, of human origin
manpower personnel, workers
congressman representative, member of Congress
businessman business executive, businessperson
mailman letter carrier, mail carrier
policeman police officer
fireman fire fighter
cameraman camera operator
waiter/waitress server

81
Masculine-sounding Words—
No Masculine Origin
 manufacture
 management
 history
 manipulate
 mannequin
 manicure
 mandolin
 histrionic
 histamine

82
82
Generally avoid words that

stereotype by
 Race
 a hard-working African-American
 an honest Sicilian
 Age
 golden ager
 youngster
 Disability
 deaf and dumb
 crippled
 Sexual Orientation
 homosexual
 gay

83
“Why use two words when one will do.”

--Thomas Jefferson

84
Today’s Overview

85
85
Overview
Construction of Clear Sentences

and Paragraphs
Role of adaptation in writing clearly
Limited sentence content and economical use of words
Right emphasis to content
Sentence unity and clarity
Short, unified sentences; appropriately used topic
sentences; movement shown.
86
86
Clarity and Short Sentences

Writing clearly generally involves writing short
sentences. But there are exceptions.
You can write short sentences in two ways:

1 by limiting content,
2 by using words economically.

87
Break up long sentences.

(Limiting Content)
DON’T
Many consumers have expressed dissatisfaction with the relatively high
prices of the new Japanese cars, but this has not prevented large
numbers of people from purchasing these cars and pushing sales higher
than many automotive experts had forecast, thus firmly entrenching the
Japanese cars in a large segment of the automobile market.

88
Break up long sentences.

(Limiting Content)
DO
Many consumers have expressed dissatisfaction with the relatively
high prices of the new Japanese cars. However, this has not
prevented large numbers of people from purchasing these cars and
pushing sales higher than many automotive experts had forecast. The
Japanese cars have thus become entrenched in a large segment of the
automobile market.

89
Contrasting Pages: Long
Paragraphing versus Short
Paragraphing
Heavy paragraphs make the Short paragraphs give well-

writing appear to be dull and organized effect -- invite the
difficult. reader to read.
90
“Writing and thinking are inseparable.

Not only does thinking help us to write, writing
helps us to think.”
--Richard Lederer
The Write Way

91
Today’s Overview

92
92
Overview
Writing for Effect

Need for effect
Conversation style, rubber stamps, old language
You-viewpoint
Positive language
Courtesy
Emphasis
Flow, transitional devices

93
93
Writing for Effect

 Effectivebusiness writing sometimes must
create the right effect.
 The right effect can help to build goodwill.
 And it can help in achieving message goals.

94
Create the right effect by

(1) using conversational style.
Stiff and Dull Conversational
Reference is made to your March Please refer to your March 16
16 letter, in which you describe letter, in which you tell how to file
the approved procedure for a claim.
initiating a claim.
Enclosed herewith is the brochure Enclosed is the brochure you
about which you make inquiry. asked about.
I shall be most pleased to avail I’ll gladly follow your suggestion

myself of your kind suggestion if the price falls.
when and if prices decline.
95

(2) avoiding rubber stamps.
 At an early date  As per
 Attached please find  Neither here nor there
 Complying with your favor of  A good man is hard to find
 Due to the fact  You’d better believe
 Hit the road  Let her hair down
 Bit the hand that feeds you  Rat race
 Take it with a grain of salt  Thanking you in advance
 Too many irons in the fire  Couldn’t care less

96
96
(3) avoiding the old language of
business.
In Openings In Contents
 we beg to advise  deem it advisable
 your esteemed favor  attached hereto
 this is to inform you  please be advised
In Closings
 Thanking you in advance
 We beg to remain
 Anticipating your favorable response

97

(4) emphasizing the you viewpoint (1 of 2).
We: Our policy requires that you pay by the 10th of the month in
order to earn the discount.
You: You can earn the discount by paying by the 10th of the month.
We: We are offering a special discount to all our loyal customers.
You: As a loyal customer, you will receive a special discount.
We: Send us your check for $741 today so that our books will show
you as current.
You: Will you please keep your account current by sending your check
for $741 today.

98

(4) emphasizing the you viewpoint (2 of 2).
We: Our research engineers have worked forty-four years to make
Deere a safe mower.
You: You can use the Deere with the comfort of knowing that it is a
product of forty-four years of intensive safety research.
We: On February 7 we will deliver the Bush desk and chair set your
ordered.
You: You will receive your Bush desk and chair set on our February 7
delivery.
We: I look forward to receiving additional orders from you.
You: I look forward to serving you again.

99

(5) accenting positive language.
Negative: Your misunderstanding of your policy prompts your
accusation that we are at fault.
Positive: Section 3 of your policy makes us responsible only when
we service the equipment.
Negative: I regret the inconvenience caused you by the breakdown of
the equipment.
Positive: The repaired equipment should give you years of good
service.
Negative: We must refuse your request to use our equipment.
Positive: As we are a state office, our equipment can be used for
government purposes only.
100
Common Negative Words

 Afraid  Alibi
 Allege  Apology
 Beware  Blame
 Careless  Complaint
 Decline  Difficult
 Disappoint  Fault
 Fail  Impossible
 Inconvenience  Misunderstanding
 Unfortunate  Ruin
 Waste  Unfair
 Worry  Wrong
101

(6) showing courtesy. (1 of 5)
Show courtesy by singling out the reader.
not this: Your training report for the third quarter has been received
and has been judged to be satisfactory.
but this: Congratulations, Jane, on the good teaching indicated by the
third quarter training report you submitted.
not this: A prompt reply will be appreciated.
but this: As the report is due on the 7th, Mr. Adami, will you please
reply by that date.

102

Show courtesy by refraining from preaching.
not this: Pay this invoice by the 12th and earn the 2 percent discount.
but this: You can earn a 2 percent discount by paying by the 12th.
not this: You must realize that we can be held responsible only when
we install the equipment.
but this: You will agree, I feel certain, that we are responsible only
when we install the equipment.
not this: You want to hire a person who can get along with the office
staff.
but this: My three years of experience working with people will help
me to fit in well with your office staff.
103

Show courtesy by doing more than expected.
Little extras like:
 giving more than the minimum information requested
 making helpful suggestions
 wishing good luck
 making encouraging remarks

104

Show courtesy by avoiding anger.
not this: You failed to state whether you intend to use the equipment
inside or outside.
but this: So that I can meet your needs exactly, please tell me whether
you will use the equipment inside or outside.
not this: We have been very patient with your failure to reply to our
letters.
but this: Probably there is a good reason why you have not answered
our letters.
not this: Your negligence in this matter has caused us a loss in sales.
but this: Because corrective action was not taken, our sales declined.
105

Show courtesy by being sincere.
Honestly want to be courteous and friendly.

106
106
Good business etiquette should

guide the use of effect.
Whatever you write should be
 true
 fair
 considerate

107
“Write as though you were addressing

intelligent people you understand and respect.
Don’t patronize them, but don’t talk over their
heads.”
--Patricia T. O’Conner
Words Fail Me

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Global Network

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 Send clear, concise

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Working Toward Mastery

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

“We all use language to communicate, to express

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Communication in the Workplace

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

The Importance of Communication Skills as

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

“The first thing the Human Resources Department did

Intranets like this one from

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

The Formal and Informal Communication Networks

Black Solid Lines = Formal Network

Factors Affecting Volume of

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

A Model of the Communication Process

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

A Model of the Communication Process

How Oral and Written

 has longer cycles,

 and usually has fewer cycles.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Some Basic Truths about

 Meaning is in the mind.

 The symbols of communication are imperfect.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Techniques of Cross-cultural Communication

 Some Solutions for Improved Communication

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Why is communicating across

Problems of Cultural Differences

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Body Positions and Movement

 Touching and Handshaking

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Some Gesture Differences

Attitudes Toward Factors of

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

 Culturally derived words

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Avoid Culturally Derived Words

 Idioms and colloquialisms

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

“More than technical or infrastructure

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Oral Communication and Public Speaking

Elements of Good Talking

 Word Choice and Vocabulary

 Central Role of Adaptation

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 How to improve yours:

 Do what you can to improve.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.