facing today’s communication challenges, business communication
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““Facing Today’s Communication Challenges”Facing Today’s Communication Challenges”
Career Success Career Success Begins With Begins With
Communication Communication SkillsSkills
CHAPTER 1CHAPTER 1
Chapter 1, Slide 2
Communication Skills:Communication Skills:
Your ticket
to work...
OR
Your ticket out the door!
Chapter 1, Slide 3
LEARNING OBJECTIVESLEARNING OBJECTIVES
Understand the importance of becoming an effective business communicator in today’s changing workplace.
Examine the process of communication.
Discuss how to become an effective listener. Analyze nonverbal communication and explain techniques for
improving nonverbal communication skills.
Explain how culture affects communication and describe methods for improving cross-cultural communication.
Identify specific techniques that improve effective communication among diverse workplace audiences.
CHAPTER 1CHAPTER 1
Chapter 1, Slide 4
The Importance ofThe Importance ofCommunication SkillsCommunication Skills
“If I went back to college again, I’d concentrate on two areas: learning to write
and to speak before an audience. Nothing in life is more important than the ability to
communicate effectively.”
Gerald R. Ford 38th President of USA
“If I went back to college again, I’d concentrate on two areas: learning to write
and to speak before an audience. Nothing in life is more important than the ability to
communicate effectively.”
Gerald R. Ford 38th President of USA
Chapter 1, Slide 5
Good communication skills Good communication skills are essential forare essential for
Job placement Job performance Career advancement Success in the new world
of work
Chapter 1, Slide 6
Writing skills are increasingly Writing skills are increasingly significant.significant.
"Businesses are crying out—they need to have people who write better.”
Bill Gates
Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 7
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
Chapter 1, Slide 8
Communicating in Today’s Communicating in Today’s Workplace is much differentWorkplace is much different
Chapter 1, Slide 9
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?
Examining The Process of Examining The Process of CommunicationCommunication
Examining The Process of Examining The Process of CommunicationCommunication
Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 10
The Process of Communication
Chapter 1, Slide 11
The Process of CommunicationThe Process of CommunicationThe 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?
Chapter 1, Slide 12
The Process of CommunicationThe Process of CommunicationThe Process of CommunicationThe Process of Communication
THE COMMUNICATION PROCESS
Stimulus
A flow of messages from a source (sender) to a receiver using a channel.
• Anything that causes you to consider the communication process.
Analysis
Developing Messages
• Five steps: decision making, context analysis, message design, media selection, and evaluation.
• Includes information management, critical thinking, and setting goals.
Chapter 1, Slide 13
The Process of CommunicationThe Process of CommunicationThe Process of CommunicationThe Process of Communication
Encoding
• The process of actually sending a message through a media destined for a receiver.
• Refers to receiving and processing messages, making sense of the message.
Decoding
Analysis
• Message interpretation: making sense of the message.
• Message evaluation: reception, comprehension, benefits, timeliness, appropriateness, creditability, and influence.
Chapter 1, Slide 14
The Process of CommunicationThe Process of CommunicationThe Process of CommunicationThe Process of Communication
Mutual Understanding
• The receiver must understand the message sent by the sender, the sender must know the the receiver understands the message.
• Refers to any response that you make to the sender of a message.
Developing A Feedback Message
Noise
• Anything that interferes, detracts, or adversely affects the message.
• Internal interference: processes within a person
• External distortions: environmental noise
Chapter 1, Slide 15
Developing Better Listening Skills & Developing Better Listening Skills & Barriers to Effective ListeningBarriers to Effective Listening
Developing Better Listening Skills & Developing Better Listening Skills & 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
Chapter 1, Slide 16
Barriers to Effective ListeningBarriers to Effective ListeningBarriers 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
Chapter 1, Slide 17
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.
Chapter 1, Slide 18
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.
Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
Chapter 1, Slide 19
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.
Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
Chapter 1, Slide 20
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.
Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
Chapter 1, Slide 21
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.
Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
Chapter 1, Slide 22
Bypassing Poor listening skills Differing frames of
reference Lack of language skills Emotional interference Physical distractions
Barriers That Create Barriers That Create MisunderstandingsMisunderstandings
Chapter 1, Slide 23
Realize that communication is imperfect.Adapt the message to the receiver.Improve your language and listening skills.Question your preconceptions.Encourage feedback.
Overcoming Barriers That Overcoming Barriers That Cause MisunderstandingsCause Misunderstandings
Chapter 1, Slide 24
TIPS FOR BECOMING AN ACTIVE TIPS FOR BECOMING AN ACTIVE LISTENERLISTENER
TIPS FOR BECOMING AN ACTIVE TIPS FOR BECOMING AN ACTIVE LISTENERLISTENER
Stop talking. Control your surroundings. Establish a receptive
mind-set. Keep an open mind. Listen for main points. Capitalize on lag time.
Chapter 1, Slide 25
Listen between the lines. Judge ideas, not
appearances. Hold your fire. Take selective notes. Provide feedback.
TIPS FOR BECOMING AN ACTIVE TIPS FOR BECOMING AN ACTIVE LISTENERLISTENER
TIPS FOR BECOMING AN ACTIVE TIPS FOR BECOMING AN ACTIVE LISTENERLISTENER
Chapter 1, Slide 26
Nonverbal CommunicationNonverbal CommunicationNonverbal CommunicationNonverbal Communication
Eye contact, facial expression, and posture and gestures send silent messages.
Chapter 1, Slide 27
Time, space, and territory send silent messages.
Time (punctuality and structure) Space (arrangement of objects) Territory (privacy zones)
Improving Nonverbal Improving Nonverbal CommunicationCommunication
Improving Nonverbal Improving Nonverbal CommunicationCommunication
Chapter 1, Slide 28
Improving Nonverbal Improving Nonverbal CommunicationCommunication
Improving Nonverbal Improving Nonverbal CommunicationCommunication
Appearance sends silent messages.
Appearance of business documents
Appearance of people
Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 29
Four Space Zones for Social Interaction Observed Among Americans
Chapter 1, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 30
Four Space Zones for Social Interaction Observed Among Americans
Chapter 1, Slide 31
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.
Chapter 1, Slide 32
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
Chapter 1, Slide 33
Culture and CommunicationCulture and CommunicationCulture and CommunicationCulture and Communication
Good communication demands special sensitivity and skills when communicators are from different cultures.
© 2008 Image Source Black/Jupiter Images
Chapter 1, Slide 34
Time Time OrientatioOrientatio
nn
Communication Communication StyleStyle
FormalityFormality
IndividualismIndividualism
ContextContext
CultureCulture
Dimensions of CultureDimensions of Culture
Chapter 1, Slide 35
Dimensions of CultureDimensions of Culture
High-context cultures (those in Japan, China, and Arab countries) tend to be relational, collectivist, and contemplative.
Context
Chapter 1, Slide 36
Dimensions of CultureDimensions of Culture
ContextLow-context cultures (those in North America, Scandinavia, and Germany) tend to be logical, linear, and action-oriented.
Chapter 1, Slide 37
Dimensions of CultureDimensions of Culture
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.
Chapter 1, Slide 38
Dimensions of CultureDimensions of Culture
Formality North Americans place less emphasis
on tradition, ceremony, and social rules. Other cultures prefer more formality.
Chapter 1, Slide 39
Dimensions of CultureDimensions of Culture
Communication StyleHigh-context cultures rely on
nonverbal cues and the total picture to communicate. Meanings are embedded at many socio-cultural levels.
Chapter 1, Slide 40
Dimensions of CultureDimensions of Culture
Communication StyleLow-context cultures
emphasize words, straightforwardness, and openness. People tend to be informal, impatient, and literal.
Chapter 1, Slide 41
Dimensions of CultureDimensions of Culture
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.
Chapter 1, Slide 42
Improving Communication With Improving Communication With Cross-cultural AudiencesCross-cultural Audiences
Improving Communication With Improving Communication With Cross-cultural AudiencesCross-cultural Audiences
Oral Messages Use simple English. Speak slowly and
enunciate clearly. Encourage accurate
feedback. Check frequently for
comprehension.
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Chapter 1, Slide 43
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Oral Messages Observe eye messages. Accept blame. Listen without
interrupting. Smile when appropriate. Follow up in writing.
Improving Communication With Improving Communication With Cross-cultural AudiencesCross-cultural Audiences
Improving Communication With Improving Communication With Cross-cultural AudiencesCross-cultural Audiences
Chapter 1, Slide 44
Tips for minimizing written misconceptions
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 With Improving Communication With Cross-cultural AudiencesCross-cultural Audiences
Improving Communication With Improving Communication With Cross-cultural AudiencesCross-cultural Audiences
Chapter 1, Slide 45
Effective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace AudiencesEffective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace Audiences
Understand the value of differences. Don’t expect total conformity. Create zero tolerance for bias and stereotypes. Practice focused, thoughtful, and open-minded
listening.
Chapter 1, Slide 46
Effective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace AudiencesEffective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace Audiences
Invite, use, and give feedback. Make fewer workplace assumptions. Learn about your own cultural self. Learn about other cultures and identity groups. Seek common ground.
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