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Chapter 81
Interpersonal Communication
Learning Objectives2
1. Improving listening skills2. Improving nonverbal communication3. Developing business etiquette4. Discuss intercultural communication
5. Define culture and cultural bias
6. Improve intercultural communication
IMPROVING YOUR LISTENING SKILLS
3
Types of Listening4
Active
Content Critical
Empathic
The Listening Process5
1. Receiving
2. Decoding
3. Remembering
4. Evaluating
5. Responding
Interrupting speakers Creating distractions
Selective listening Selective perception
Language/experience Memory issues
Barriers to Listening6
Summary of Discussion7
IMPROVING YOUR NONVERBAL COMMUNICATION SKILLS
8
Nonverbal Categories9
Facial expressions Gestures and posture
Vocal characteristics Personal appearance
Touching behavior Time and space
Effective Nonverbal Communication10
• Talking
• Not Talking
• Listening
Summary of Discussion11
DEVELOPING YOUR BUSINESS ETIQUETTE
12
In the Workplace13
Diversity Issues
Communicating in a World of Diversity
14
Learning Objectives1. Discuss intercultural communication
2. Define culture and cultural bias
3. Explore cultural differences
4. Learn to adapt to any business culture
5. Improve intercultural communication
15
Understanding the Opportunities and Challenges of Communicating in a Diverse
World
16
Opportunities in a Global Marketplace
• Growth• Revenues• Competition
17
Advantages of Diversity
18
Communication Issues
19
Summary of Discussion
20
DEVELOPING CULTURAL COMPETENCY
21
Concept of Culture
• Automatic• Coherent• Complete
22
Negative Attitudes
• Ethnocentrism• Xenophobia• Stereotyping
23
Cultural Pluralism
• Assumptions• Judgments• Distinctions
24
Summary of Discussion
25
RECOGNIZING VARIATIONS IN A DIVERSE WORLD
26
Cultural Context
High context Low context27
Legalities and Ethics
Seek mutualground
Withhold judgment
Send honestmessages
Respect culturaldifferences
28
Social Differences• Attitudes about work and success
• Concepts of roles and status
• The use of manners
• Concepts of time
• Orientation toward the future
• Openness and inclusiveness
29
Nonverbal Differences
Senders
Receivers
Nonverbalsignals
Culturalcontext
30
Age Differences
31
Gender Differences
32
Religious Differences
Personal beliefs
Workplace issues
33
Ability Differences
Assistive technologies
34
Summary of Discussion
35
ADAPTING TO OTHER BUSINESS CULTURES
36
Adapting to Any Business Culture
Personal biases
The “Golden Rule”
Tolerance, flexibility, and respect
Patience and a sense of humor
37
Adapting to U.S. Business Culture
Individualism Equality
Privacy and personal space
Time schedules
ReligionCommunication
style
38
Summary of Discussion
39
IMPROVING INTERCULTURAL COMMUNICATION SKILLS
40
Studying Other Cultures
41
Studying Other Languages
42
Respecting Communication Styles
and Preferences
• Directness• Formality• Media
43
Writing Clearly
Word choice
Transitional elements
Numbers and dates
Popular culture
Conciseness
International addresses
Slang, jargon, or idioms
Audience expectations
44
Intercultural Conversations
Speaking and listening45
Translators or Interpreters
Written communication
Spokencommunication
46
Help Others Adapt
Expedite communication47
Summary of Discussion
48