Placeholder for new cover art, EBC 8e Multimedia Instructor Version © 2010 Thomson South-Western CHAPTER 1 Career Success Begins With Communication Skills

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 2 Communication Skills: Your ticket to work... OR Your ticket out the door!

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 3 Good communication skills are essential for  Job placement  Job performance  Career advancement  Success in the new world of work

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 4 Writing skills are increasingly significant. "Businesses are crying out—they need to have people who write better.” Gaston Caperton, business executive and president, College Board

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 5 Your Guide Build Your Career Communication Skills Instructor Your Coach See See Bonus Resources

Chapter 1, Slide 6 Mary 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 the new workplace Trends in the new workplace

Chapter 1, Slide 7 Mary Ellen Guffey, Essentials of Business Communication, 8e Career Success Starts With Communication Foundations Click to play The video describes the changing business world and why communication skills are important in today’s information-based economy.

Chapter 1, Slide 8 Mary Ellen Guffey, Essentials of Business Communication, 8e The Process of Communication

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 9 Verbally or nonverbally. By speaking, writing, gesturing. How may the sender encode a message? Letters, , IM, memos, TV, telephone, voice, body. Others? What kinds of channels carry messages? The Process of Communication

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 10 The Process of Communication Hearing, reading, observing How does a receiver decode a message? When a message is understood as the sender intended it to be. When is communication successful? Ask questions, check reactions, don’t dominate the exchange. How can a communicator provide for feedback?

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 11 Barriers to Effective Listening Physical barriers hearing disabilities, noisy surroundings Psychological barriers tuning out ideas that counter our values Language problems unfamiliar or charged words Nonverbal distractions clothing, mannerisms, appearance

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 12 Barriers to Effective Listening Thought speed our minds process thoughts faster than speakers say them Faking attention pretending to listen Grandstandingtalking all the time or listening only for the next pause

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 13 Ten 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, Essentials of Business Communication, 8eChapter 1, Slide 14 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 Misconceptions About Listening

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 15 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 Misconceptions About Listening

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 16 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 Misconceptions About Listening

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 17 Ten Misconceptions About Listening 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, Essentials of Business Communication, 8eChapter 1, Slide 18 Keys to Building Powerful Listening Skills  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, Essentials of Business Communication, 8eChapter 1, Slide 19 Keys to Building Powerful Listening Skills  Listen between the lines.  Judge ideas, not appearances.  Hold your fire.  Take selective notes.  Provide feedback.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 20 Nonverbal Communication Eye contact, facial expression, and posture and gestures send silent messages.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 21 Time, space, and territory send silent messages.  Time (punctuality and structure)  Space (arrangement of objects)  Territory (privacy zones) Nonverbal Communication

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 22 Nonverbal Communication Appearance sends silent messages.  Appearance of business documents  Appearance of people

Chapter 1, Slide 23 Mary Ellen Guffey, Essentials of Business Communication, 8e Four Space Zones for Social Interaction Among Americans

Chapter 1, Slide 24 Mary Ellen Guffey, Essentials of Business Communication, 8e Four Space Zones for Social Interaction Among Americans

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 25 Keys to 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, Essentials of Business Communication, 8eChapter 1, Slide 26  Associate with people from diverse cultures.  Appreciate the power of appearance.  Observe yourself on videotape.  Enlist friends and family. Keys to Building Strong Nonverbal Skills

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 27 Culture and Communication Good communication demands special sensitivity and skills when communicators are from different cultures. © 2008 Image Source Black/Jupiter Images

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 28 Culture Context Individualism FormalityCommunicationStyle Time Orientation Dimensions of Culture

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 29 Dimensions of Culture High-context cultures (those in Japan, China, and Arab countries) tend to be relational, collectivist, and contemplative. Context

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 30 Dimensions of Culture Context Low-context cultures (those in North America, Scandinavia, and Germany) tend to be logical, linear, and action- oriented.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 31 Dimensions 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.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 32 Dimensions of Culture Formality  North Americans place less emphasis on tradition, ceremony, and social rules.  Other cultures prefer more formality.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 33 Dimensions of Culture Communication Style High-context cultures rely on nonverbal cues and the total picture to communicate. Meanings are embedded at many sociocultural levels.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 34 Dimensions of Culture Communication Style Low-context cultures emphasize words, straightforwardness, and openness. People tend to be informal, impatient, and literal.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 35 Dimensions 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.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 36 Comparison of High- and Low-Context Cultures High-Context Cultures Low-Context Cultures RelationalLinear CollectivistIndividualistic IntuitiveLogical ContemplativeAction-oriented

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 37 Proverbs 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?

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 38 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 Culture

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 39 Proverbs 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)

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 40 Improving Communication With Multicultural Audiences Oral Messages  Use simple English.  Speak slowly and enunciate clearly.  Encourage accurate feedback.  Check frequently for comprehension. © Creatas / Photolibrary Group / Index Stock Imagery

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 41 Improving Communication With Multicultural Audiences © Creatas / Photolibrary Group / Index Stock Imagery Oral Messages  Observe eye messages.  Accept blame.  Listen without interrupting.  Smile when appropriate.  Follow up in writing.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 42 Improving Communication With Multicultural Audiences 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.

Mary Ellen Guffey, Essentials of Business Communication, 8eChapter 1, Slide 43 Improving Communication Among Diverse Workplace Audiences  Understand the value of differences.  Seek training.  Learn about your own cultural self.  Make fewer workplace assumptions.  Build on similarities.

Chapter 1, Slide 44 Mary Ellen Guffey, Essentials of Business Communication, 8e Intercultural Communication at Work Click to play The video illustrates numerous clashes between American and Asian cultures, expectations, and etiquette.

Chapter 1, Slide 45 Mary Ellen Guffey, Essentials of Business Communication, 8e Understanding Teamwork: Cold Stone Creamery Click to play The Cold Stone Creamery case study shows how teamwork can be part of the corporate culture. The video discusses the structure, types, and functions of teams.

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