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Chapter 8. Interpersonal Communication. Learning Objectives. Improving listening skills Improving nonverbal communication Developing business etiquette Discuss intercultural communication Define culture and cultural bias Improve intercultural communication.

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Presentation Transcript
chapter 8
Chapter 8

Interpersonal Communication

learning objectives
Learning Objectives
  • Improving listening skills
  • Improving nonverbal communication
  • Developing business etiquette
  • Discuss intercultural communication
  • Define culture and cultural bias
  • Improve intercultural communication
types of listening
Types of Listening

Critical

Content

Empathic

Active

the listening process
The Listening Process

Receiving

Decoding

Remembering

Evaluating

Responding

barriers to listening
Barriers to Listening

Interrupting speakers

Creating distractions

Selective listening

Selective perception

Language/experience

Memory issues

nonverbal categories
Nonverbal Categories

Facial expressions

Gestures and posture

Vocal characteristics

Personal appearance

Touching behavior

Time and space

effective nonverbal communication
Effective Nonverbal Communication
  • Talking
  • Not Talking
  • Listening
diversity issues
Diversity Issues

Communicating in a World of Diversity

learning objectives1
Learning Objectives
  • Discuss intercultural communication
  • Define culture and cultural bias
  • Explore cultural differences
  • Learn to adapt to any business culture
  • Improve intercultural communication
understanding the opportunities and challenges of communicating in a diverse world

Understanding the Opportunities and Challenges of Communicating in a Diverse World

opportunities in a global marketplace
Opportunities in a Global Marketplace
  • Growth
  • Revenues
  • Competition
concept of culture
Concept of Culture
  • Automatic
  • Coherent
  • Complete
negative attitudes
Negative Attitudes
  • Ethnocentrism
  • Xenophobia
  • Stereotyping
cultural pluralism
Cultural Pluralism
  • Assumptions
  • Judgments
  • Distinctions
cultural context
Cultural Context

High context

Low context

legalities and ethics
Legalities and Ethics

Withhold judgment

Seek mutual

ground

Send honest

messages

Respect cultural

differences

social differences
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
slide30

Nonverbal Differences

Senders

Nonverbal

signals

Cultural

context

Receivers

slide33

Religious Differences

Personal

beliefs

Workplace

issues

ability differences
Ability Differences

Assistive

technologies

slide37

Adapting to Any Business Culture

Personal biases

The “Golden Rule”

Tolerance, flexibility, and respect

Patience and a sense of humor

slide38

Adapting to U.S. Business Culture

Individualism

Equality

Privacy and personal space

Time schedules

Religion

Communication style

writing clearly

Word choice

Conciseness

Transitional elements

International addresses

Numbers and dates

Slang, jargon, or idioms

Popular culture

Audience expectations

Writing Clearly
intercultural conversations
Intercultural Conversations

Speaking and listening

translators or interpreters

Written

communication

Spoken

communication

Translators or Interpreters
help others adapt
Help Others Adapt

Expedite communication