© 2010 Thomson South-WesternInstructor Only Version
CHAPTER 1CHAPTER 1
Career Success Career Success Begins With Begins With
Communication Communication SkillsSkills
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!
Chapter 1, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 8e
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 4Mary Ellen Guffey, Essentials of Business Communication, 8e
Writing skills are increasingly Writing 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
Chapter 1, Slide 5Mary Ellen Guffey, Essentials of Business Communication, 8e
Your GuideYour Guide
Build Your Career Build Your Career Communication SkillsCommunication Skills
InstructorInstructor Your CoachYour Coach
See http://www.meguffey.comSee http://www.meguffey.com
TextbookTextbook
Bonus Bonus ResourcesResources
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 in Trends in the newthe new
workplaceworkplace
Trends in Trends in the newthe new
workplaceworkplace
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
Chapter 1, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 8e
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?
The Process of CommunicationThe Process of Communication
Chapter 1, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 8e
The 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 10Mary Ellen Guffey, Essentials of Business Communication, 8e
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 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
Faking Faking attentionattention
pretending to listen
GrandstandingGrandstanding talking all the time or listening only for the next pause
Chapter 1, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e
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 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 MisconceptionsAbout ListeningAbout Listening
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 MisconceptionsAbout ListeningAbout Listening
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 MisconceptionsAbout ListeningAbout Listening
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 MisconceptionsAbout ListeningAbout Listening
Chapter 1, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 8e
Keys to Building Keys 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.
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 Building Keys to Building Powerful Listening SkillsPowerful Listening Skills
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.
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
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
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
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
Chapter 1, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 8e
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 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 Building Keys to Building Strong Nonverbal SkillsStrong Nonverbal Skills
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
Chapter 1, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 8e
Time Time OrientationOrientation
Communication Communication StyleStyle
FormalityFormality
IndividualismIndividualism
ContextContext
CultureCulture
Dimensions of CultureDimensions of Culture
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
Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e
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 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.
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.
Chapter 1, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 8e
Dimensions of CultureDimensions of Culture
Communication StyleHigh-context cultures rely on
nonverbal cues and the total picture to communicate. Meanings are embedded at many sociocultural levels.
Chapter 1, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 8e
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 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.
Chapter 1, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 8e
Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures
High-ContextCultures
Low-ContextCultures
Relational Linear
Collectivist Individualistic
Intuitive Logical
Contemplative Action-oriented
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?
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
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)
Chapter 1, Slide 39Mary Ellen Guffey, Essentials of Business Communication, 8e
Improving Communication With Improving Communication With Multicultural AudiencesMulticultural 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 40Mary Ellen Guffey, Essentials of Business Communication, 8e
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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 Multicultural AudiencesMulticultural Audiences
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 With Improving Communication With Multicultural AudiencesMulticultural Audiences
Chapter 1, Slide 42Mary Ellen Guffey, Essentials of Business Communication, 8e
Improving Communication Among Improving 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.
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