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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 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 © 2013 Cengage Learning ● All Rights Reserved 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 © 2013 Cengage Learning ● All Rights Reserved 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 © 2013 Cengage Learning ● All Rights Reserved 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