Transcript Chapter 1

Chapter 1
Communication Skills as
Career Filters
Essentials of
Business
Communication 9e
Mary Ellen Guffey & Dana Loewy
© 2013 Cengage Learning ● All Rights Reserved
Communication Skills and Careers
Your ticket
to work...
© 2013 Cengage Learning ● All Rights Reserved
OR
Your ticket out the door!
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 2
Good Communication Skills Needed
© 2013 Cengage Learning ● All Rights Reserved
 Job placement
 Job performance
 Career advancement
 Success in a
challenging world
of work
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 3
What Do Employers Want?
 Communication Skills
Today’s workers communicate more because of
technology, the Web, mobility, globalization, and
the anytime-anywhere workplace.
© 2013 Cengage Learning ● All Rights Reserved
 Professionalism
Employers demand
professionalism and
other “soft skills” such
as the ability to work
with others.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 4
Writing Skills Matter
© 2013 Cengage Learning ● All Rights Reserved
"Businesses are crying out—they
need to have people who write
better.”
Gaston Caperton, business
executive and president,
College Board
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 5
Build Your Communication Skills
© 2013 Cengage Learning ● All Rights Reserved
Textbook
Your Guide
Instructor
Your Coach
Bonus
Resources
See
http://www.cengagebrain.com
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 6
Heightened
global
competition
Renewed
emphasis
on ethics
© 2013 Cengage Learning ● All Rights Reserved
Anytimeanywhere and
nonterritorial
offices
Flattened
management
hierarchies
Advancing in
a Challenging
World of Work
Innovative
communication
technologies
Emphasis on
work groups
and virtual teams
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 7
The Communication Process
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 8
The Communication Process
© 2013 Cengage Learning ● All Rights Reserved
How may the sender
encode a message?
• Verbally or nonverbally
• By speaking, writing,
gesturing
What kinds of
channels carry
messages?
• E-mail, texts, memos,
letters, phone, body
• Other?
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 9
The Communication Process
© 2013 Cengage Learning ● All Rights Reserved
How does a receiver
decode a message?
Hearing, reading,
observing
When is
communication
successful?
When a message is
understood as the sender
intended
How can a
Ask questions, check
communicator
reactions, don’t dominate
provide for feedback? the exchange
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 10
Why Good Listening Skills Count
“No man ever listened himself out of a job.”
© 2013 Cengage Learning ● All Rights Reserved
--Calvin Coolidge
30th U.S. President
(1923-1929)
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 11
Barriers to Effective Listening
© 2013 Cengage Learning ● All Rights Reserved
Physical
barriers
Hearing disabilities, noisy
surroundings
Psychological
barriers
Tuning out ideas that counter
our values
Language
problems
Unfamiliar or emotionally
charged words
Nonverbal
distractions
Clothing, mannerisms, radical
hairstyle, appearance
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 12
Barriers to Effective Listening
© 2013 Cengage Learning ● All Rights Reserved
Thought speed
Minds processing thoughts
faster than speakers say
them
Faking
attention
Pretending to listen
Grandstanding
Talking all the time or
listening only for the next
pause
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 13
Misconceptions About Listening
1. Listening is a matter of intelligence.
FACT: Careful listening is a learned
behavior.
© 2013 Cengage Learning ● All Rights Reserved
2. Speaking is more important than
listening in the communication process.
FACT: Speaking and listening are
equally important.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 14
Misconceptions About Listening
© 2013 Cengage Learning ● All Rights Reserved
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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 15
Misconceptions About Listening
5. Speakers are able to command listening.
FACT: Speakers cannot make a person
really listen.
© 2013 Cengage Learning ● All Rights Reserved
6. Hearing ability determines listening
ability.
FACT: Listening happens mentally—
between the ears.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 16
Misconceptions About Listening
© 2013 Cengage Learning ● All Rights Reserved
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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 17
Misconceptions About Listening
© 2013 Cengage Learning ● All Rights Reserved
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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 18
Building Powerful Listening Skills
© 2013 Cengage Learning ● All Rights Reserved
 Stop talking.
 Control your surroundings.
 Establish a receptive
mind-set.
 Keep an open mind.
 Listen for main points.
 Capitalize on lag time.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 19
Building Powerful Listening Skills
© 2013 Cengage Learning ● All Rights Reserved
 Listen between the lines.
 Judge ideas, not
appearances.
 Hold your fire.
 Take selective notes.
 Provide feedback.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 20
Nonverbal Communication
Eye contact, facial expressions,
and posture and gestures send
silent messages.
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 21
Nonverbal Communication
Time, space, and territory send
silent messages.
© 2013 Cengage Learning ● All Rights Reserved
 Time (punctuality and structure)
 Space (arrangement of objects)
 Territory (privacy zones)
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 22
Social Interaction in North America
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 23
Social Interaction in North America
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 24
Nonverbal Communication
Appearance sends silent messages.
© 2013 Cengage Learning ● All Rights Reserved
 Business documents
 People
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 25
Building Strong Nonverbal Skills
© 2013 Cengage Learning ● All Rights Reserved


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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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 26
Building Strong Nonverbal Skills
 Associate with people
from diverse cultures.
© 2013 Cengage Learning ● All Rights Reserved
 Appreciate the power of
appearance.
 Observe yourself on video.
 Enlist friends and family.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 27
Culture and Communication
© 2013 Cengage Learning ● All Rights Reserved
Good communication
demands special
sensitivity and skills
when communicators
come from different
cultures.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 28
Dimensions of Culture
Context
Individualism
Time
Orientation
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Culture
Communication
Style
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Formality
Chapter 1, Slide 29
Dimensions of Culture: Context
High-Context Cultures
 Relational, collectivist, intuitive, contemplative
 Japan, China, Arab countries
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 30
Dimensions of Culture: Context
Low-Context Cultures
© 2013 Cengage Learning ● All Rights Reserved
 Logical, individualistic, linear, action-oriented
 North America, Scandinavia,
Germany
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 31
Dimensions of Culture: Individualism
High-Context Cultures
Tend to prefer groups values,
duties, decisions
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Low-Context Cultures
Tend to prefer individual
initiative, self-assertion,
personal achievement
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 32
Dimensions of Culture: Formality
High-Context Cultures
Tend to place more emphasis
on tradition, ceremony,
and social rules
© 2013 Cengage Learning ● All Rights Reserved
Low-Context Cultures
Tend to place less
emphasis on tradition,
ceremony, and social
rules
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 33
Dimensions of Culture:
Communication Style
High-Context Cultures
Rely on nonverbal cues and total picture to
communicate
© 2013 Cengage Learning ● All Rights Reserved
Low-Context Cultures
Emphasize words,
straightforwardness,
and openness
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 34
Dimensions of Culture: Time
North Americans
Correlate time with productivity, efficiency, and
money
© 2013 Cengage Learning ● All Rights Reserved
Some Other Cultures
See time as an unlimited and
never-ending resource to be
enjoyed
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 35
Proverbs Reflect Culture
What do these U.S. proverbs tell us
about this culture and its values?
© 2013 Cengage Learning ● All Rights Reserved
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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 36
Proverbs Reflect Culture
What do these Chinese proverbs tell us
about the Chinese culture and its values?
© 2013 Cengage Learning ● All Rights Reserved
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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 37
Proverbs Reflect Culture
What do these proverbs suggest about
each culture and its values?
© 2013 Cengage Learning ● All Rights Reserved
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)
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 38
Intercultural Workplace Skills
Barriers
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 Ethnocentrism: the belief in the superiority
of one’s own culture
 Stereotypes: oversimplified perceptions of
behavioral patterns or characteristics applied
to an entire group
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 39
Intercultural Workplace Skills
Overcoming Barriers
© 2013 Cengage Learning ● All Rights Reserved
 Tolerance: learning about and appreciating
other cultures
 Empathy: seeing the world through another’s
eyes, being nonjudgmental
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 40
Communicating Interculturally
Oral Communication
© 2013 Cengage Learning ● All Rights Reserved
 Use simple English.
 Speak slowly and
enunciate clearly.
 Encourage accurate
feedback.
 Check frequently for
comprehension.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 41
Communicating Interculturally
Oral Communication
© 2013 Cengage Learning ● All Rights Reserved
 Observe eye messages.
 Accept blame.
 Listen without
interrupting.
 Smile when
appropriate.
 Follow up in writing.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 42
Communicating Interculturally
Written Communication
© 2013 Cengage Learning ● All Rights Reserved
 Consider local styles.
 Consider hiring a translator.
 Use short sentences and
short paragraphs.
 Avoid ambiguous wording.
 Cite numbers carefully.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 43
Communicating Effectively With
Diverse Audiences on the Job
© 2013 Cengage Learning ● All Rights Reserved





Understand the value of differences.
Seek training.
Learn about your cultural self.
Make few assumptions.
Build on similarities.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 44
“You can have brilliant ideas, but if you
can't get them across, your ideas won't get
you anywhere.”
© 2013 Cengage Learning ● All Rights Reserved
--Lee Iacocca, former
president and CEO,
Chrysler Corporation
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 1, Slide 45
END
Essentials of
Business
Communication 9e
Mary Ellen Guffey & Dana Loewy
© 2013 Cengage Learning ● All Rights Reserved