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©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ©denphumi/ThinkStock

Instructor PowerPoint

1

Learning Objective

1

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 2

Describe how communication skills

will improve your career prospects

and help you succeed in today’s

challenging digital-age workplace.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Scanrail/Fotolia

Ch. 1 / Slide 3

Communication Skills in a Complex, Networked World

Your pass to success

A hot commodity

now more than ever

A learned ability,

not inborn

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 4

Communication Skills: Your Ticket to Work

Most desirable competencies in

employers’ view

Critical to effective job

placement, performance,

and career advancement

“Career sifter,” leading to

great job opportunities or

out the door

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 5

What AreCommunication Skills?

Traditional

abilities

New

requirements

Reading

Listening

Nonverbal skills

Speaking

Writing

Media savvy

Good judgment online:

• Maintaining positive image and presence

• Protecting employer’s reputation

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © raven/Fotolia

Ch. 1 / Slide 6

The Digital Revolution

Writing matters more than ever; online media require more of it, not less.

Work teams collaborate even when physically apart.

Messages travel instantly to distant locations to potentially huge audiences.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Marina Zlochin/Fotolia, © denis_pc/Fotolia

Ch. 1 / Slide 7

The Digital Revolution

Life-changing critical judgments about people are being made based solely on their writing ability.

Social media are playing an increasingly prominent role in business.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 8

Digital Workplace Survival Skills

“To succeed in today’s workplace, young people need more than basic reading and math skills. They need substantial content knowledge and information technology skills; advanced thinking skills, flexibility to adapt to change; and interpersonal skills to succeed in multi-cultural, cross-functional teams.”

[Source: Casner-Lotto et al. (2006, September). Are they ready to work? Employers’ perspectives on the basic knowledge and applied skills of new entrants to the 21st century U.S. workforce]

— J. Willard Marriott, Jr., Executive Chairman, Marriott International, Inc.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 9

The Digital Revolution and You

Even technical fields require communication skills

Businesses use a variety of media and messages

Professional, business-like writing is in your future

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia

Ch. 1 / Slide 10

Skills Employers Want

Excellent oral and written

communication skills

Ability to work in teams

Unblemished social media

presence

Professionalism and work ethic

Critical thinking and analytical

reasoning

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 11

Your Education Drives Your Income

Access to highest-paying, fastest-growing careers

Advantages of a college degree

Higher lifetime earnings

Less unemployment

Wider variety of career options

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Maksym Yemelyanov/Fotolia

Ch. 1 / Slide 12

Meeting the Challenges of the Information Age

Rapidly changing communication

technologies

Significan

t

Trends

“Anytime, anywhere” and

nonterritoral offices

Self-directed work groups and

virtual teams

Flattened management

hierarchies

Growing workforce diversity

Renewed emphasis on ethics

Heightened global competition

Learning Objective

2

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 13

Confront barriers to

effective listening, and start

building your listening

skills.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 14

Listening: A Career-Critical Skill

Costly errors may result from poor listening habits.

Many of us are poor listeners.

We listen at only 25 to 50 percent

efficiency.

Poor listening skills affect professional

relationships.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 15

Barriers to Effective Listening

Grandstanding

Physical barriers

Psychological barriers

Language problems

Nonverbal distractions

Thought speed

Faking attention

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 16

Ten Keys to Building Powerful Listening Skills

5 Capitalize on lag time.

1 Stop talking and let others speak.

2 Control external and internal distractions.

3 Be receptive and keep an open mind.

4 Listen for main points.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 17

Ten Keys to Building Powerful Listening Skills

10 Provide feedback and confirmation.

6 Listen between the lines.

7 Judge ideas, not appearances.

8 Avoid interrupting.

9 Take selective notes to ensure retention.

Learning Objective

3

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 18

Explain the importance of

nonverbal communication and

of improving your nonverbal

communication skills.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia

Ch. 1 / Slide 19

Nonverbal Cues Carry Powerful Meanings

Nonverbal communication includes all unwritten and unspoken

messages, both intentional and unintentional.

Nonverbal cues can speak louder than

words.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 20

Nonverbal Behaviors Sending Messages

• Eye contact

• Facial expression

• Posture and gestures

• Time, space, and territory

• Eye appeal of business documents

• Personal appearance

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Ch. 1 / Slide 21

Building Strong Nonverbal Skills

Probe for more information.

Establish and maintain eye contact.

Use posture to show interest.

Reduce or eliminate physical barriers.

Improve your decoding skills.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © helen cingisiz/Fotolia

Ch. 1 / Slide 22

Building Strong Nonverbal Skills

Enlist friends and family.

Interpret nonverbal meanings in context.

Associate with people from diverse cultures.

Appreciate the power of appearance.

Observe yourself on video.

Learning Objective

4

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 23

Explain five common dimensions of

culture, and understand how culture

affects communication and the use

of social media and communication

technology.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © HaywireMedia/Fotolia

Ch. 1 / Slide 24

Definition of Culture

The complex system of values, traits, morals, and customs shared by a society, region, or country

A powerful operating force that molds the way we think, behave, and communicate

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 25

High and Low Context

High-context

cultures

Low-context

cultures• tend to be logical,

linear, and action oriented.

• favor explicit messages that they consider to be objective, professional, and efficient.

• tend to be relational, collectivist, intuitive, and contemplative.

• leave much unsaid and transmit communication cues by posture, voice inflection, gestures, and facial expression.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 26

Individualism and Collectivism

High-context

cultures

Low-context

cultures• tend to prefer initiative,

self-assertion, and personal achievement.

• believe in individual action and personal responsibility.

• desire a large degree of freedom in their personal lives.

• tend to prefer group values, duties, and decisions.

• emphasize membership in organizations, groups, and teams.

• encourage acceptance of group values, duties, and decisions.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 27

Time Orientation

High-context

cultures

Low-context

cultures• Time is precious.

• Time correlates with productivity, efficiency, and money.

• Keeping someone waiting is considered rude.

• Time is seen as unlimited and never-ending.

• Time is an opportunity to develop interpersonal relationships.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 28

Power Distance

Hofstede’s Power Distance Index compares

societies based on how far the less powerful

members of organizations and institutions

accept an unequal distribution of power.

High power distance

countriesSubordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 29

Power Distance

Low power distance countries

• Subordinates consider themselves as equals of their supervisors.

• Relationships between individuals of varying power tend to be more democratic, egalitarian, and informal.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 30

Communication Style

Low-context

cultures

High-context

cultures• Rely on nonverbal

cues and the total picture to communicate

• Meanings are embedded at many sociocultural levels.

• Emphasize words, directness, and openness

• People tend to be informal, impatient, and literal.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Iosif Szasz-Fabian/Fotolia

Ch. 1 / Slide 31

How Technology and Social Media Affect Intercultural Communication

In real life as online, we gravitate toward people who

seem like us.

Social media may potentially bridge cultural differences as well as reinforce them.

The online environment may deepen feelings of isolation.

Global businesses adopt technology to a varying degree, revealing each

culture’s values and norms.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © glopphy/Fotolia, © nattstudio/Fotolia

Ch. 1 / Slide 32

Social Networking: Erasing or Deepening Cultural Differences?

However, aside from language, regional differences on Facebook and

Twitter seem minor.

Media designers adapt

to cultural preferences.

Regional and cultural

differences persist.

Learning Objective

5

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 33

Discuss strategies that help

communicators overcome

negative cultural attitudes and

prevent miscommunication in

today’s diverse networked

workplace.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Andres Rodriguez/Fotolia

Ch. 1 / Slide 34

Improving Intercultural Effectiveness

Practicing empathy

Curbing ethnocentrism

Understanding generalizations

and stereotyping

Remaining open-minded

Building cultural self-awareness

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 35

How We Form Judgments

Stereotype negative

An oversimplified behavioral pattern applied uncritically to groups

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © puckillustrations/Fotolia

Ch. 1 / Slide 36

Enhancing Intercultural Oral Communication

Speak slowly and enunciate

clearly.

Check for comprehension.

Encourage accurate

feedback.

Use simple English.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © puckillustrations/Fotolia

Ch. 1 / Slide 37

Enhancing Intercultural Oral Communication

Follow up in writing.

Observe eye messages.

Accept blame.

Listen without

interrupting.

Smile when appropriate.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © raven/Fotolia

Ch. 1 / Slide 38

Improving Intercultural Written Communication

Cite numbers carefully.

Consider local styles and

conventions.

Hire a translator.

Use short sentences and short

paragraphs.

Avoid ambiguous wording.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © nito/Fotolia

Ch. 1 / Slide 39

Globalization and Workplace Diversity

The domestic workforce is

becoming more diverse.

North-American corporations

operate globally.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © andris_torms/Fotolia

Ch. 1 / Slide 40

Defining Diversity

Dimension

s of

diversity:

Race

Ethnicity

Age

Religion

Gender

National origin Physical

ability

Sexual orientation

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 41

Growing Population Diversity65%

16%13%

5%

60%

19%

13%

6%

46%

30%

13%

8%

0

10

20

30

40

50

60

70

White Non-Hispanics Hispanics African Americans Asians and Pacific Islanders

Pe

rce

nt

2010 2020 2050

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia

Ch. 1 / Slide 42

Growing Workforce Diversity

Benefits to consumers, work teams, and businesses

• A diverse staff is better able to respond to increasingly diverse customer base locally and globally.

• Team members with various experiences are more likely to create products that consumers demand.

• Consumers want to deal with companies respecting their values.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 43

Tips for Communicating With Diverse Audiences on the Job

• Seek training.

• Understand the value of differences.

• Learn about your cultural self.

• Make fewer assumptions.

• Build on similarities.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. ©denphumi/ThinkStock

Ch. 1 / Slide 44