Note TACN2 - TACN2 (Giao tiếp kinh doanh) FTU

Ch01: Business communication in Information age What is communication? Communication is the transmission/interchange of information and meaning from one individual or group to another What is communication skill? The ability for an individual to accurately convey a message to another person or group of people What are the most common forms of communication? Written words Spoken/Oral words Pictures and diagrams - Visual aids Facial expressions, behavior and posture - Non verbal In business the most common form is spoken and written words What skills of job applicants are most valued by employers today? Written and oral communication ranked first among the most desirable attributes in job seekers, ahead of management, leadership… Brilliant communication skills give workers an edge in workplace - Excellent communicators stand out in fierce competition Almost all tasks at the office are related to communication - Workers engage in a variety of communication activities at the workplace - Employers seek workers already equipped with essential skills such as oral and written communication, teamwork, analytical thinking, problem solving and media savvy - Excellent writing and speaking skills allow workers … Excellent communication skills increase employability How to project your professionalism in communication Categories Speech habits Professional Unprofessional Recognizing that your credibility can Uptalk, a singsong speech pattern, be seriously damaged by sounding making sentences sound like uneducated… questions; like used as a filler, go for said; slang; poor grammar and profanity Email Messages with subjects, verbs and punctuation free from abbreviations Messages that are concise and spelled correctly even when brief Email addresses that include a name or a positive, businesslike expression Sloppy messages with incomplete sentences, misspelled words, exclamation points, IM slang and mindless charter Internet Social media Real name Twitter handles and user names that don’t sound cute… Posts in good taste, fit for public consumption Suggestive Twitter handles and user names that point to an immature, unhealthy lifestyle. Posts that reveal political, religious, and other personal leanings Voicemail An outgoing message that states your An outgoing message with strident name or phone number and provides background music, weird sounds, or a instructions for leaving a message joke message Telephone presence Quiet background Texting Sending appropriate business text Not during meetings, not allowing messages only when necessary texting to interrupt Soap operas, thunderous music… The most common forms of technologies at work today Communication technology 1) Clouding Clouding computing offers access data on remote servers with a computer or mobile service 2) Telephone: VoIP This technology allows callers to communicate using a broadband Internet connection, thus eliminating long-distance and local telephone charges 3) Open office and home office Small computers and flat-screen monitors enable workers to save space with boomerang-shaped workstations and cockpit-style work surfaces 4) Multifunctional printers Offices are transitioning from a “print and distribute” environment to a “distribute and print” environment. 5) Handheld wireless devices 6) Company intranets - To share insider information, many companies provide their own protected Web sites called intranets. - An intranet may handle company e-mail, announcements, an employee directory, a policy handbook, frequently asked questions, personnel forms and data, employee discussion forums, shared documents, and other employee information. 7) Voice/Speech recognition Computers and mobile devices equipped with speech recognition software enable users to dictate hands-free with accuracy 8) Electronics Presentation & Data visualization - Business Presentations in PowerPoint, Prezi, or Keynote can be projected from a laptop or tablet or posted online - Sophisticated presentations may include animations, sound effects, digital photos, video clips or hyperlinks Collaboration technology 1) Blogs, Podcasts, Wikis, and Tweets - Blog is a Web site with journal entries usually written by one person and comments by others → Businesses use blogs to keep customers and employees informed and to receive feedback - A wiki is a Web site that allows multiple users to collaboratively create and edit pages - Podcasts are popular audio files played back from a website or downloaded from digital audio players 2) Voice Conferencing = Audioconferencing = Teleconferencing = Conference calling This enables people to collaborate by telephone 3) Web Conferencing 4) Videoconferencing Videoconferencing allows participants to meet in special conference rooms equipped with cameras and television screens. 5) Video phones 6) Presence Technology Presence technology makes it possible to locate and identify a computing device as soon as users connect to the network. This technology is an integral part of communication devices including mobile phones, laptop computers, PDAs, smartphones, and GPS devices. Impacts of modern technologies 1) Remote work and 24/7/365 availability (“Anytime, anywhere” and nonterritorial offices) 2) More collaboration and teamwork (Increased emphasis on self-directed work groups and virtual teams) - To function well in team, you are expected to collaborate with team members to gather information, share solutions, implement decisions, and manage conflicts. - To stay competitive, organizations use project-based ad hoc collaborative groups to make fast decisions. 3) Flattened management layers/hierarchies To better compete and reduce expenses 4) Global competition and cultural diversity (Heightened global competition) Highlight the importance of developing intercultural skills including sensitivity, flexibility, patience, and tolerance 5) Emphasis on ethics 6) Innovative communication technologies Communication process: Communication is two-way and “cyclical” 1) Idea formation: The form of the idea may be influenced by the sender’s mood, frame of reference, background, culture, and physical makeup, as well as the context of the situation. 2) Message encoding: Encoding means converting the idea into words or gestures that will convey meaning. A major problem in communicating any message verbally is that words have different meanings for different people → Choose appropriate words with concrete meanings which both senders and receivers understand. 3) Message transmission: Channel: the medium over which the message is transmitted Noise: Anything that interferes with the transmission of a message in the communication process. Channel noise ranges from static that disrupts a telephone conversation to spelling errors in an e-mail or blog post. 4) Message decoding Decoding: translating the message from its symbol form into meaning → Successful communication takes place only when a receiver understands the meaning intended by the sender. 5) Feedback Feedback helps the sender know that the message was received and understood. Listening skills Overcoming barriers to effective listening - Physical barriers (You cannot listen if you cannot hear what is being said): include hearing disabilities, poor acoustics, and noisy surroundings. It is also difficult to listen if you are ill, tired, or uncomfortable. - Psychological barriers: If other ideas run counter to our preconceived thoughts, we tend to “tune out” the speaker and thus fail to receive them. - Language problems: unfamiliar words, emotion - ladden or charged words → If the mention of words such as bankruptcy or real estate bubbles has an intense emotional impact, a listener may be unable to think about the words that follow - Nonverbal distractions: Unusual clothing or speech mannerisms, body twitches, or a radical hairstyle - smt different from what we view as normal - Thought speed: Because we can process thoughts at least three times faster than speakers can say them, we can become bored and not focus on what is said. - Faking attention: seriously threatens effective listening because it encourages the mind to engage in flights of unchecked fancy - Grandstanding: we sometimes fail to listen carefully because we are just waiting politely for the next pause so that we can have our turn to speak Building powerful listening skills - Concentrate on listening - Control your surroundings - Establish a receptive mindset - Keep an open mind - Listen for main points - Capitalize on lag time - Anticipate what’s coming next - Listen between the lines - Judge ideas, not appearances - Hold your fire - Take selective notes - Provide feedback Ch02: Understanding culture and communication Culture is defined as the complex system of values, traits, morals, customs shared by a society. Key elements of culture: Context, communication styles, individualism, power distance, time orientation Context: stimuli, environment, or ambience surrounding an event Hall arranged cultures on a continuum from low to high in relation to context Low - context cultures: The US, Canada, Australia, Germany, Switz, the Netherlands - they mean what they say - Communicators depend little on the context and shared experience to convey their meaning - Messages are explicit, and listeners rely solely on written and spoken words - Messages should be objective, professional and efficient - Words are taken literally High - context cultures: Japan, Russia, India, Indo, Korea, Kenya - the meaning tend to be delivered non - verbally - Communicators assume that listeners do not need background in4 - Communicators emphasize interpersonal relationship, non - verbal expression, physical setting, and social context - Communication cues tend to be transmitted by posture, voice inflection, gestures and facial expressions Individualism: - Low context cultures tend to value individualism - They believe that initiative and sell - assertion result in persona achievement - They uphold individual action and personal responsibility - They expect much freedom in their personal lives - Traits of individualistic cultures: Self - reliance, uniqueness, self sufficiency, autonomy Collectivism: - High context cultures are more collectivist - They emphasize membership in an organizations, groups and teams - They embrace group values, duties and decisions - Resist independence since it fosters competition and confrontation - Business decisions are made collectively - Traits of collectivistic cultures: +) Social rules focus on promoting selflessness +) Working as a group +) Doin what the best for the society +) Families and communities have a central role Culture convergance Power distance (index): - Measures how people in different societies cope with inequality (the way they relate to more powerful individuals) - In high power distance countries, subordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships → talk down - In low power distance countries, subordinates consider themselves as equals of their superiors. They voice opinions and participate in decision making → bottom up Communication styles: A cultural dimension that refers to how people communicate and use words Low context: +) Words are important (contracts, negotiation) +) Straightforward, direct High context: +) Surrounding context is more important than words +) Contracts: statements of intentions When verbal and nonverbal messages clash, listeners tend to believe the nonverbal message. Ensuring cultural effectiveness Avoiding ethnocentrism and stereotyping Ethnocentrism is the belief in the superiority of one’s own ethnic group → Cause people to judge others by their own values Sterotyping is an oversimplified, rigid perception of a behavioral pattern or characteristic applied uncritically to groups → Hurtful & misunderstanding Tolerance and open mindedness Tolerance means learning about those who are not like us Be recepti