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© 2010 Thomson South-WesternInstructor Only Version

CHAPTER 1CHAPTER 1

Career Success Career Success Begins With Begins With

Communication Communication SkillsSkills

Chapter 1, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 8e

Communication Skills:Communication Skills:

Your ticket

to work...

OR

Your ticket out the door!


Good communication skills Good communication skills are essential forare essential for

Job placement Job performance Career advancement Success in the new world

of work


Writing skills are increasingly Writing skills are increasingly significant.significant.

"Businesses are crying out—they need to have people who write better.”

Gaston Caperton, business executive and president, College Board


Your GuideYour Guide

Build Your Career Build Your Career Communication SkillsCommunication Skills

InstructorInstructor Your CoachYour Coach

See http://www.meguffey.comSee http://www.meguffey.com

TextbookTextbook

Bonus Bonus ResourcesResources

Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e

Information as a

corporate asset

Information as a

corporate asset

New work

environments

New work

environments

Innovative communication

technologies

Innovative communication

technologies

Heightened global

competition

Heightened global

competition

Increased emphasis on teams

Increased emphasis on teams

More participatory management

More participatory management

Flattened management

hierarchies

Flattened management

hierarchies

Trends in Trends in the newthe new

workplaceworkplace

Trends in Trends in the newthe new

workplaceworkplace


The Process of Communication


Verbally or nonverbally. By speaking, writing, gesturing.

How may the sender How may the sender encode a message?encode a message?

Letters, e-mail, IM, memos, TV, telephone, voice, body. Others?

What kinds of What kinds of channels carry channels carry messages?messages?

The Process of CommunicationThe Process of Communication


The Process of CommunicationThe Process of Communication

Hearing, reading, observing

How does a receiver How does a receiver decode a message?decode a message?

When a message is understood as the sender intended it to be.

When is When is communication communication successful?successful?

Ask questions, check reactions, don’t dominate the exchange.

How can a How can a communicator communicator provide for feedback?provide for feedback?


Barriers to Effective ListeningBarriers to Effective Listening

Physical Physical barriersbarriers

hearing disabilities, noisy surroundings

Psychological Psychological barriersbarriers

tuning out ideas that counter our values

Language Language problemsproblems

unfamiliar or charged words

Nonverbal Nonverbal distractionsdistractions

clothing, mannerisms, appearance


Barriers to Effective ListeningBarriers to Effective Listening

Thought speedThought speed our minds process thoughts faster than speakers say them

Faking Faking attentionattention

pretending to listen

GrandstandingGrandstanding talking all the time or listening only for the next pause


Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening

1. Listening is a matter of intelligence.

FACT: Careful listening is a learned behavior.

2. Speaking is more important than listening in the communication process.

FACT: Speaking and listening are equally important.


3. Listening is easy and requires little energy.FACT: Active listeners undergo the same physiological changes as a person jogging.

4. Listening and hearing are the same process.FACT: Listening is a conscious, selective process. Hearing is an involuntary act.



5. Speakers are able to command listening.FACT: Speakers cannot make a person really listen.

6. Hearing ability determines listening ability.FACT: Listening happens mentally—between the ears.



7. Speakers are totally responsible for communication success.FACT: Communication is a two-way street.

8. Listening is only a matter of understanding a speaker’s words.FACT: Nonverbal signals also help listeners gain understanding.



9. Daily practice eliminates the need for listening training.

FACT: Without effective listening training, most practice merely reinforces negative behaviors.

10. Competence in listening develops naturally.

FACT: Untrained people listen at only 25 percent efficiency.



Keys to Building Keys to Building Powerful Listening SkillsPowerful Listening Skills

Stop talking. Control your surroundings. Establish a receptive

mind-set. Keep an open mind. Listen for main points. Capitalize on lag time.


Listen between the lines. Judge ideas, not

appearances. Hold your fire. Take selective notes. Provide feedback.

Keys to Building Keys to Building Powerful Listening SkillsPowerful Listening Skills


Nonverbal CommunicationNonverbal Communication

Eye contact, facial expression, and posture and gestures send silent messages.


Time, space, and territory send silent messages.

Time (punctuality and structure) Space (arrangement of objects) Territory (privacy zones)




Appearance sends silent messages.

Appearance of business documents

Appearance of people


Four Space Zones for Social Interaction Among Americans


Four Space Zones for Social Interaction Among Americans


Keys to Building Keys to Building Strong Nonverbal SkillsStrong Nonverbal Skills

Establish and maintain eye contact. Use posture to show interest. Improve your decoding skills. Probe for more information. Avoid assigning nonverbal meanings

out of context.


Associate with people from diverse cultures.

Appreciate the power of appearance.

Observe yourself on videotape.

Enlist friends and family.

Keys to Building Keys to Building Strong Nonverbal SkillsStrong Nonverbal Skills


Culture and CommunicationCulture and Communication

Good communication demands special sensitivity and skills when communicators are from different cultures.

© 2008 Image Source Black/Jupiter Images


Time Time OrientationOrientation

Communication Communication StyleStyle

FormalityFormality

IndividualismIndividualism

ContextContext

CultureCulture

Dimensions of CultureDimensions of Culture



High-context cultures (those in Japan, China, and Arab countries) tend to be relational, collectivist, and contemplative.

Context



ContextLow-context cultures (those in North America, Scandinavia, and Germany) tend to be logical, linear, and action-oriented.



Individualism High-context cultures tend to prefer

group values, duties, and decisions. Low-context cultures tend to prefer

individual initiative, self-assertion, and personal achievement.



Formality North Americans place less emphasis

on tradition, ceremony, and social rules. Other cultures prefer more formality.



Communication StyleHigh-context cultures rely on

nonverbal cues and the total picture to communicate. Meanings are embedded at many sociocultural levels.



Communication StyleLow-context cultures

emphasize words, straightforwardness, and openness. People tend to be informal, impatient, and literal.



Time Orientation Time is precious to North

Americans. It correlates with productivity, efficiency, and money.

In some cultures time is unlimited and never-ending, promoting a relaxed attitude.


Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures

High-ContextCultures

Low-ContextCultures

Relational Linear

Collectivist Individualistic

Intuitive Logical

Contemplative Action-oriented


Proverbs Reflect CultureProverbs Reflect Culture

1. The squeaking wheel gets the grease.

2. Waste not, want not.

3. He who holds the gold makes the rules.

4. If at first you don’t succeed, try, try again.

5. The early bird gets the worm.

What do these U.S. proverbs indicate about this culture and what it values?


What do these Chinese proverbs indicate about the Chinese culture and what it values?

1. A man who waits for a roast duck to fly into his mouth must wait a very long time.

2. A man who says it cannot be done should not interrupt a man doing it.

3. Give a man a fish, and he will live for a day; give him a net, and he will live for a lifetime.




What do these proverbs indicate about their respective cultures and what they value?

1. No one is either rich or poor who has not helped himself to be so. (German)

2. Words do not make flour. (Italian)

3. The nail that sticks up gets pounded down. (Japanese)


Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences

Oral Messages Use simple English. Speak slowly and

enunciate clearly. Encourage accurate

feedback. Check frequently for

comprehension.

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Oral Messages Observe eye messages. Accept blame. Listen without

interrupting. Smile when appropriate. Follow up in writing.



Written Messages Consider local styles. Consider hiring a translator. Use short sentences and

short paragraphs. Avoid ambiguous wording. Follow up in writing. Cite numbers carefully.



Improving Communication Among Improving Communication Among Diverse Workplace AudiencesDiverse Workplace Audiences

Understand the value of differences. Seek training. Learn about your own cultural self. Make fewer workplace assumptions. Build on similarities.

© 2010 Thomson South-WesternInstructor Only Version

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