Chapter 8

1. Chapter 8 Interpersonal Communication

2. Learning Objectives • Improving listening skills • Improving nonverbal communication • Developing business etiquette • Discuss intercultural communication • Define culture and cultural bias • Improve intercultural communication

3. Improving Your Listening Skills

4. Types of Listening Critical Content Empathic Active

5. The Listening Process Receiving Decoding Remembering Evaluating Responding

6. Barriers to Listening Interrupting speakers Creating distractions Selective listening Selective perception Language/experience Memory issues

7. Summary of Discussion

8. Improving Your Nonverbal Communication Skills

9. Nonverbal Categories Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Time and space

10. Effective Nonverbal Communication • Talking • Not Talking • Listening

11. Summary of Discussion

12. Developing Your Business Etiquette

13. In the Workplace

14. Diversity Issues Communicating in a World of Diversity

15. Learning Objectives • Discuss intercultural communication • Define culture and cultural bias • Explore cultural differences • Learn to adapt to any business culture • Improve intercultural communication

16. Understanding the Opportunities and Challenges of Communicating in a Diverse World

17. Opportunities in a Global Marketplace • Growth • Revenues • Competition

18. Advantages of Diversity

19. Communication Issues

20. Summary of Discussion

21. Developing Cultural Competency

22. Concept of Culture • Automatic • Coherent • Complete

23. Negative Attitudes • Ethnocentrism • Xenophobia • Stereotyping

24. Cultural Pluralism • Assumptions • Judgments • Distinctions

25. Summary of Discussion

26. Recognizing Variations in a Diverse World

27. Cultural Context High context Low context

28. Legalities and Ethics Withhold judgment Seek mutual ground Send honest messages Respect cultural differences

29. 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

30. Nonverbal Differences Senders Nonverbal signals Cultural context Receivers

31. Age Differences

32. Gender Differences

33. Religious Differences Personal beliefs Workplace issues

34. Ability Differences Assistive technologies

35. Summary of Discussion

36. Adapting to Other Business Cultures

37. Adapting to Any Business Culture Personal biases The “Golden Rule” Tolerance, flexibility, and respect Patience and a sense of humor

38. Adapting to U.S. Business Culture Individualism Equality Privacy and personal space Time schedules Religion Communication style

39. Summary of Discussion

40. Improving Intercultural Communication Skills

41. Studying Other Cultures

42. Studying Other Languages

43. Respecting Communication Styles and Preferences • Directness • Formality • Media

44. Word choice Conciseness Transitional elements International addresses Numbers and dates Slang, jargon, or idioms Popular culture Audience expectations Writing Clearly

45. Intercultural Conversations Speaking and listening

46. Written communication Spoken communication Translators or Interpreters

47. Help Others Adapt Expedite communication

48. Summary of Discussion