Transcript Essentials of Business Communication

PowerPoints
to accompany
Essentials of
Business
Communication
for English Language Learners
1st Canadian Edition
Mary Ellen Guffey,
Richard Almonte, Ausra Karka
Copyright © 2008 by Nelson Education Ltd.
1
Chapter 1
Today’s
Communication
Challenges
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-2
The Changing World of Work
 Creative communication technologies
 Fewer levels of management
 More involvement in management
 Increased emphasis on self-directed work
and project teams
 More global competition
 New work environments
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-3
The Changing World of Work
Communication Skills:
Essential for succeeding in the new
world of work.
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-4
The Process of Communication
Feedback travels to
sender
Sender
forms idea
Sender
encodes
message
Channel carries message
Receiver decodes
message
Possible additional
feedback travels to
receiver
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-5
The Process of Communication
How may the sender encode a
message?
Words or gestures.
What kinds of channels carry
messages?
Computer, telephone, fax, Blackberry,
traditional mail, blog.
How does a receiver decode a
message?
Hearing, reading, observing.
When is communication successful?
When a receiver understands the
meaning intended by the sender.
How can a communicator encourage
feedback?
Ask for feedback. Time of delivery.
Amount of information.
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-6
Barriers to Effective Listening

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
Physical barriers—hearing impairments, noisy
surroundings
Personal barriers—ideas do not agree with our
fixed thoughts
Language problems—unfamiliar words, thick
accent or pronunciation mistakes
Nonverbal distractions—clothing, mannerisms,
appearance
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-7
Barriers to Effective Listening



Thought speed—we process thoughts faster
than speakers express them
Faking attention—pretending to listen
Seeking attention—talking all the time or just
waiting for the next pause
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Ch. 1-8
Tips for Becoming an
Active Listener

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




Stop talking.
Control your surroundings.
Accept information willingly.
Keep an open mind.
Listen for main points.
Listen for nonverbal clues.
Judge ideas, not appearances.
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Ch. 1-9
Tips for Becoming an
Active Listener



Be patient.
Take selective notes.
Provide feedback.
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-10
Nonverbal Communication

The eyes, face, and body send silent
messages.
• Eye contact
• Facial expression
• Posture and gestures

Appearance sends silent messages.
• Appearance of business documents
• Appearance of people
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-11
Nonverbal Communication

Time, space, and territory send silent
messages.
• Time (structure and use of)
• Space (arrangement of furniture in)
• Territory (privacy zones)
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-12
Tips for Improving Your
Nonverbal Skills





Establish and maintain eye contact.
Use posture to show interest.
Improve your decoding skills.
Search for more information.
Associate with people from diverse
cultures.
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-13
Tips for Improving Your
Nonverbal Skills



Appreciate the power of appearance.
Observe yourself on videotape.
Enlist friends and family.
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Ch. 1-14
Culture and Communication
Good communication demands special
sensitivity and skills when
communicators are from different
cultures.
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Ch. 1-15
Culture and Communication
Key North American Beliefs:
• Informality
Less emphasis on rituals, ceremonies, rank; preference for
casual dress, direct business dealings
• Communication style
Straightforward, literal, uncomfortable with silence
• Time orientation
Precious, equates with productivity and money
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-16
Culture and Communication
Understanding and accepting people from
other cultures is often difficult because of:
 Ethnocentrism
• belief in the superiority of one’s own culture

Stereotype
• an oversimplified behavioural pattern applied
to an entire group
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Ch. 1-17
Culture and Communication

Overcome misunderstanding by developing
tolerance.
• Practise empathy.
• Try to see the world through another’s eyes.
• Accept others’ contributions in solving problems.
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Ch. 1-18
Improving Communication
With Cross-Cultural Audiences

Conversation
•
•
•
•
•
Use simple English.
Speak slowly and enunciate clearly.
Encourage accurate feedback.
Check frequently for comprehension.
Observe eye messages.
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Ch. 1-19
Improving Communication
With Cross-Cultural Audiences
Conversation (continued)
•
•
•
•
Accept blame.
Listen without interrupting.
Remember to smile.
Follow up in writing.
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Ch. 1-20
Improving Communication
With Cross-Cultural Audiences

Written communication
•
•
•
•
•
Adopt local formats.
Consider hiring a translator.
Use short sentences and short paragraphs.
Avoid unclear wording.
Cite numbers carefully.
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-21
Effective Communication With
Diverse Workplace Audiences
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Understand the value of differences.
Don’t expect sameness.
Create zero tolerance for bias and
stereotypes.
Practise focused, thoughtful, and openminded listening.
Invite, use, and give feedback.
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-22
Effective Communication With
Diverse Workplace Audiences



Make fewer assumptions.
Learn about your cultural self.
Seek common ground.
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Ch. 1-23
End
Copyright © 2008 by Nelson Education Ltd.
Ch. 1-24