Mary Ellen Guffey & Dana Loewy Essentials of Business Communication 9e © 2013 Cengage Learning ● All Rights Reserved Chapter 1 Communication Skills as Career Filters

© 2013 Cengage Learning ● All Rights Reserved Your ticket to work... OR Your ticket out the door! Communication Skills and Careers Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 2

© 2013 Cengage Learning ● All Rights Reserved Good Communication Skills Needed  Job placement  Job performance  Career advancement  Success in a challenging world of work Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 3

© 2013 Cengage Learning ● All Rights Reserved What Do Employers Want?  Communication Skills Today’s workers communicate more because of technology, the Web, mobility, globalization, and the anytime-anywhere workplace.  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, 9 th EditionChapter 1, Slide 4

© 2013 Cengage Learning ● All Rights Reserved Writing Skills Matter "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 EditionChapter 1, Slide 5

© 2013 Cengage Learning ● All Rights Reserved Your Guide Build Your Communication Skills Instructor Your Coach See See Bonus Resources Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 6

© 2013 Cengage Learning ● All Rights Reserved Renewed emphasis on ethics Anytime- anywhere and nonterritorial offices Innovative communication technologies Emphasis on work groups and virtual teams Emphasis on work groups and virtual teams Flattened management hierarchies Heightened global competition Advancing in a Challenging World of Work Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 1, Slide 7

© 2013 Cengage Learning ● All Rights Reserved The Communication Process Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 8

© 2013 Cengage Learning ● All Rights Reserved The Communication Process Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 9 How may the sender encode a message? Verbally or nonverbally By speaking, writing, gesturing What kinds of channels carry messages? , texts, memos, letters, phone, body Other?

© 2013 Cengage Learning ● All Rights Reserved The Communication Process Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 10 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 communicator provide for feedback? Ask questions, check reactions, don’t dominate the exchange

© 2013 Cengage Learning ● All Rights Reserved Why Good Listening Skills Count “No man ever listened himself out of a job.” --Calvin Coolidge 30 th U.S. President ( ) Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 1, Slide 11

© 2013 Cengage Learning ● All Rights Reserved Barriers to Effective Listening Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 12 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

© 2013 Cengage Learning ● All Rights Reserved Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 13 Thought speed Minds processing thoughts faster than speakers say them Faking attention Pretending to listen GrandstandingTalking all the time or listening only for the next pause Barriers to Effective Listening

© 2013 Cengage Learning ● All Rights Reserved Misconceptions About 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 14

© 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, 9 th EditionChapter 1, Slide 15 Misconceptions About Listening

© 2013 Cengage Learning ● All Rights Reserved 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 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, 9 th EditionChapter 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, 9 th EditionChapter 1, Slide 18 Misconceptions About Listening

© 2013 Cengage Learning ● All Rights Reserved Building Powerful Listening Skills Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 19  Stop talking.  Control your surroundings.  Establish a receptive mind-set.  Keep an open mind.  Listen for main points.  Capitalize on lag time.

© 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, 9 th EditionChapter 1, Slide 20 Building Powerful Listening Skills

© 2013 Cengage Learning ● All Rights Reserved Nonverbal Communication Eye contact, facial expressions, and posture and gestures send silent messages. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 21

© 2013 Cengage Learning ● All Rights Reserved Nonverbal Communication Time, space, and territory send silent messages.  Time (punctuality and structure)  Space (arrangement of objects)  Territory (privacy zones ) Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 22

© 2013 Cengage Learning ● All Rights Reserved Social Interaction in North America Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 23

© 2013 Cengage Learning ● All Rights Reserved Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 24 Social Interaction in North America

© 2013 Cengage Learning ● All Rights Reserved Nonverbal Communication Appearance sends silent messages.  Business documents  People Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 25

© 2013 Cengage Learning ● All Rights Reserved Building Strong 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 26

© 2013 Cengage Learning ● All Rights Reserved  Associate with people from diverse cultures.  Appreciate the power of appearance.  Observe yourself on video.  Enlist friends and family. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 27 Building Strong Nonverbal Skills

© 2013 Cengage Learning ● All Rights Reserved Culture and Communication Good communication demands special sensitivity and skills when communicators come from different cultures. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 28

© 2013 Cengage Learning ● All Rights Reserved Culture ContextIndividualism Formality Communication Style Time Orientation Dimensions of Culture Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 1, Slide 29

© 2013 Cengage Learning ● All Rights Reserved Dimensions of Culture: Context High-Context Cultures  Relational, collectivist, intuitive, contemplative  Japan, China, Arab countries Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 30

© 2013 Cengage Learning ● All Rights Reserved Dimensions of Culture: Context Low-Context Cultures  Logical, individualistic, linear, action-oriented  North America, Scandinavia, Germany Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 31

© 2013 Cengage Learning ● All Rights Reserved Dimensions of Culture: Individualism High-Context Cultures Tend to prefer groups values, duties, decisions Low-Context Cultures Tend to prefer individual initiative, self-assertion, personal achievement Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 32

© 2013 Cengage Learning ● All Rights Reserved Dimensions of Culture: Formality High-Context Cultures Tend to place more emphasis on tradition, ceremony, and social rules Low-Context Cultures Tend to place less emphasis on tradition, ceremony, and social rules Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 33

© 2013 Cengage Learning ● All Rights Reserved Dimensions of Culture: Communication Style High-Context Cultures Rely on nonverbal cues and total picture to communicate Low-Context Cultures Emphasize words, straightforwardness, and openness Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 34

© 2013 Cengage Learning ● All Rights Reserved Dimensions of Culture: Time North Americans Correlate time with productivity, efficiency, and money Some Other Cultures See time as an unlimited and never-ending resource to be enjoyed Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 35

© 2013 Cengage Learning ● All Rights Reserved Proverbs Reflect Culture What do these U.S. proverbs tell us about this culture and its values? 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, 9 th EditionChapter 1, Slide 36

© 2013 Cengage Learning ● All Rights Reserved Proverbs Reflect Culture What do these Chinese proverbs tell us about the Chinese culture and its 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 37

© 2013 Cengage Learning ● All Rights Reserved Proverbs Reflect Culture What do these proverbs suggest about each culture and its values? 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, 9 th EditionChapter 1, Slide 38

© 2013 Cengage Learning ● All Rights Reserved Intercultural Workplace Skills Barriers  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, 9 th EditionChapter 1, Slide 39

© 2013 Cengage Learning ● All Rights Reserved Overcoming Barriers  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, 9 th EditionChapter 1, Slide 40 Intercultural Workplace Skills

© 2013 Cengage Learning ● All Rights Reserved Communicating Interculturally Oral Communication  Use simple English.  Speak slowly and enunciate clearly.  Encourage accurate feedback.  Check frequently for comprehension. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 41

© 2013 Cengage Learning ● All Rights Reserved Oral Communication  Observe eye messages.  Accept blame.  Listen without interrupting.  Smile when appropriate.  Follow up in writing. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th EditionChapter 1, Slide 42 Communicating Interculturally

© 2013 Cengage Learning ● All Rights Reserved Written Communication  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, 9 th EditionChapter 1, Slide 43 Communicating Interculturally

© 2013 Cengage Learning ● All Rights Reserved Communicating Effectively With Diverse Audiences on the Job  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, 9 th EditionChapter 1, Slide 44

© 2013 Cengage Learning ● All Rights Reserved Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition “You can have brilliant ideas, but if you can't get them across, your ideas won't get you anywhere.” --Lee Iacocca, former president and CEO, Chrysler Corporation Chapter 1, Slide 45

Mary Ellen Guffey & Dana Loewy Essentials of Business Communication 9e © 2013 Cengage Learning ● All Rights Reserved END