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- 1. © 2010 Thomson South-Western Instructor Only Version CHAPTER 1CHAPTER 1 Career SuccessCareer Success Begins WithBegins With CommunicationCommunication SkillsSkills
- 2. 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!
- 3. Chapter 1, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 8e Good communication skillsGood communication skills are essential forare essential for Job placement Job performance Career advancement Success in the new world of work
- 4. Chapter 1, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e Writing skills are increasinglyWriting 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
- 5. Chapter 1, Slide 5Mary Ellen Guffey, Essentials of Business Communication, 8e Your GuideYour Guide Build Your CareerBuild Your Career Communication SkillsCommunication Skills InstructorInstructor Your CoachYour Coach See http://www.meguffey.com See http://www.meguffey.com TextbookTextbook BonusBonus ResourcesResources
- 6. 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 inTrends in the newthe new workplaceworkplace Trends inTrends in the newthe new workplaceworkplace
- 7. Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e The Process of Communication
- 8. Chapter 1, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 8e Verbally or nonverbally. By speaking, writing, gesturing. How may the senderHow may the sender encode a message?encode a message? Letters, e-mail, IM, memos, TV, telephone, voice, body. Others? What kinds ofWhat kinds of channels carrychannels carry messages?messages? The Process of CommunicationThe Process of Communication
- 9. Chapter 1, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 8e The Process of CommunicationThe Process of Communication Hearing, reading, observing How does a receiverHow does a receiver decode a message?decode a message? When a message is understood as the sender intended it to be. When isWhen is communicationcommunication successful?successful? Ask questions, check reactions, don’t dominate the exchange. How can aHow can a communicatorcommunicator provide for feedback?provide for feedback?
- 10. Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 8e Barriers to Effective ListeningBarriers to Effective Listening PhysicalPhysical barriersbarriers hearing disabilities, noisy surroundings PsychologicalPsychological barriersbarriers tuning out ideas that counter our values LanguageLanguage problemsproblems unfamiliar or charged words NonverbalNonverbal distractionsdistractions clothing, mannerisms, appearance
- 11. Chapter 1, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 8e Barriers to Effective ListeningBarriers to Effective Listening Thought speedThought speed our minds process thoughts faster than speakers say them FakingFaking attentionattention pretending to listen GrandstandingGrandstanding talking all the time or listening only for the next pause
- 12. Chapter 1, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e Ten MisconceptionsTen Misconceptions About 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.
- 13. Chapter 1, Slide 13Mary Ellen Guffey, Essentials of Business Communication, 8e 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 Misconceptions About ListeningAbout Listening
- 14. Chapter 1, Slide 14Mary Ellen Guffey, Essentials of Business Communication, 8e 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 Misconceptions About ListeningAbout Listening
- 15. Chapter 1, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 8e 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 Misconceptions About ListeningAbout Listening
- 16. Chapter 1, Slide 16Mary Ellen Guffey, Essentials of Business Communication, 8e 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 Misconceptions About ListeningAbout Listening
- 17. Chapter 1, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 8e Keys to BuildingKeys 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.
- 18. Chapter 1, Slide 18Mary Ellen Guffey, Essentials of Business Communication, 8e Listen between the lines. Judge ideas, not appearances. Hold your fire. Take selective notes. Provide feedback. Keys to BuildingKeys to Building Powerful Listening SkillsPowerful Listening Skills
- 19. Chapter 1, Slide 19Mary Ellen Guffey, Essentials of Business Communication, 8e Nonverbal CommunicationNonverbal Communication Eye contact, facial expression, and posture and gestures send silent messages.
- 20. Chapter 1, Slide 20Mary Ellen Guffey, Essentials of Business Communication, 8e Time, space, and territory send silent messages. Time (punctuality and structure) Space (arrangement of objects) Territory (privacy zones) Nonverbal CommunicationNonverbal Communication
- 21. Chapter 1, Slide 21Mary Ellen Guffey, Essentials of Business Communication, 8e Nonverbal CommunicationNonverbal Communication Appearance sends silent messages. Appearance of business documents Appearance of people
- 22. Chapter 1, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 8e Four Space Zones for Social Interaction Among Americans
- 23. Chapter 1, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 8e Four Space Zones for Social Interaction Among Americans
- 24. Chapter 1, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 8e Keys to BuildingKeys 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.
- 25. Chapter 1, Slide 25Mary Ellen Guffey, Essentials of Business Communication, 8e Associate with people from diverse cultures. Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family. Keys to BuildingKeys to Building Strong Nonverbal SkillsStrong Nonverbal Skills
- 26. Chapter 1, Slide 26Mary Ellen Guffey, Essentials of Business Communication, 8e Culture and CommunicationCulture and Communication Good communication demands special sensitivity and skills when communicators are from different cultures. © 2008 Image Source Black/Jupiter Images
- 27. Chapter 1, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 8e TimeTime OrientationOrientation CommunicationCommunication StyleStyle FormalityFormality IndividualismIndividualism ContextContext CultureCulture Dimensions of CultureDimensions of Culture
- 28. Chapter 1, Slide 28Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of CultureDimensions of Culture High-context cultures (those in Japan, China, and Arab countries) tend to be relational, collectivist, and contemplative. Context
- 29. Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of CultureDimensions of Culture Context Low-context cultures (those in North America, Scandinavia, and Germany) tend to be logical, linear, and action- oriented.
- 30. Chapter 1, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 8e 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.
- 31. Chapter 1, Slide 31Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of CultureDimensions of Culture Formality North Americans place less emphasis on tradition, ceremony, and social rules. Other cultures prefer more formality.
- 32. Chapter 1, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of CultureDimensions of Culture Communication Style High-context cultures rely on nonverbal cues and the total picture to communicate. Meanings are embedded at many sociocultural levels.
- 33. Chapter 1, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of CultureDimensions of Culture Communication Style Low-context cultures emphasize words, straightforwardness, and openness. People tend to be informal, impatient, and literal.
- 34. Chapter 1, Slide 34Mary Ellen Guffey, Essentials of Business Communication, 8e 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.
- 35. Chapter 1, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 8e Comparison of High- andComparison of High- and Low-Context CulturesLow-Context Cultures High-Context Cultures Low-Context Cultures Relational Linear Collectivist Individualistic Intuitive Logical Contemplative Action-oriented
- 36. Chapter 1, Slide 36Mary Ellen Guffey, Essentials of Business Communication, 8e 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?
- 37. Chapter 1, Slide 37Mary Ellen Guffey, Essentials of Business Communication, 8e 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. Proverbs Reflect CultureProverbs Reflect Culture
- 38. Chapter 1, Slide 38Mary Ellen Guffey, Essentials of Business Communication, 8e Proverbs Reflect CultureProverbs Reflect Culture 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)
- 39. Chapter 1, Slide 39Mary Ellen Guffey, Essentials of Business Communication, 8e Improving Communication WithImproving Communication With Multicultural AudiencesMulticultural Audiences Oral Messages Use simple English. Speak slowly and enunciate clearly. Encourage accurate feedback. Check frequently for comprehension. ©Creatas/PhotolibraryGroup/IndexStockImagery
- 40. Chapter 1, Slide 40Mary Ellen Guffey, Essentials of Business Communication, 8e ©Creatas/PhotolibraryGroup/IndexStockImagery Oral Messages Observe eye messages. Accept blame. Listen without interrupting. Smile when appropriate. Follow up in writing. Improving Communication WithImproving Communication With Multicultural AudiencesMulticultural Audiences
- 41. Chapter 1, Slide 41Mary Ellen Guffey, Essentials of Business Communication, 8e 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 WithImproving Communication With Multicultural AudiencesMulticultural Audiences
- 42. Chapter 1, Slide 42Mary Ellen Guffey, Essentials of Business Communication, 8e Improving Communication AmongImproving 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.
- 43. © 2010 Thomson South-Western Instructor Only Version ENDEND