634602 wk2 business communication
TRANSCRIPT
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MIT 6346 2 MELBOURNE INSTITUTE OF TECHNOLOGY
Uses of Communication inBusiness today
Week 2
MIT 634602
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MIT 6346 2 MELBOURNE INSTITUTE OF TECHNOLOGY
Business Organisations
• Business enterprises
• Public and private companies• Government departments and agencies• Profit• Delivery of public services• Goods and Services
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MIT 6346 2 MELBOURNE INSTITUTE OF TECHNOLOGY
Business Processes• In order to do business organisations need to
communicate with:– employees– stakeholders– business partners– industry bodies– government– clients
– suppliers (and potential suppliers ‘tenders’ ) – customers (and potential customers)– the general public
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Business functions requiringcommunication technologies
• Customer Service• Business planning and policy• Product Services Design• Marketing• Managing (developing) human resources• Manage resources and raw materials
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Business functions requiringinformation technologies (2)
• Managing financial resources• Managing environmental, health safety•
Managing external (partner) businessrelationships• Manage business development and
change• Staff control and motivation
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Business Pressures – furtheropportunities for communication
• Customer expectations – survey –
feedback/complaints – interview – product testing
• Regulation – government direction – legal requirements
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Business Pressures – furtheropportunities for communication
• Supplier relations – ordering –
delivery – pricing
• Costs – reduce business costs – improve employee productivity
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Form of business communication• spoken
– presentations, meetings, interviews, conferences• written
–
business letters, email, memos, reports, brochures,catalogs• graphic
– models, diagrams, graphs, web pages
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Intercultural communication
• eCommerce – crossing national and culturalboundaries when doing business
• Customers, Suppliers, Partners – differentbusiness methods, attitudes and languages
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Culture• standards of behavior • rules of conduct • beliefs and religious affiliations • visible and invisible – hidden attitude, bias• courtesy and etiquette – ‘ple se’ nd ‘th nk you’ • politeness – who can speak to whom, personal
space, eye contact• meaning – ‘yes’ nd ‘no’
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Culture• humor and irony• interpreting non-verbal behavior• deference to others• use of time• ethno-centrism - using own culture to assess other
cultures• cultural relativism
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Special components ofintercultural communication
• language• non-verbal communication• perceptions of hierarchy - cf. Australian
egalitarianism
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Barriers to interculturalcommunication
• stereotype - generalise to major differences• prejudice - pre-judge, attitude to difference• cultural practices – confusion, misunderstanding • social institutions – acceptable ways of doing things• value systems – legal, political and economic
practice• ambiguity conflict – responses differ
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Intercultural communicationcompetence
• culture-neutral approach
• diversity embraced
• extra effort to communicate –
learning another language – studying another culture
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Reference
• Dwyer, Judith (2009). Communication inBusiness: strategies and skills. Frenchs Forest,NSW: Pearson Education Australia.
• Eunson, B. (2005). Communicating in the 21 st Century. Milton, Qld.: John Wiley & Sons
Australia, Ltd