Facing Today’s Communication Challenges, Business Communication

““Facing Today’s Communication Challenges”Facing Today’s Communication Challenges”

Career Success Career Success Begins With Begins With

Communication Communication SkillsSkills

CHAPTER 1CHAPTER 1

Chapter 1, Slide 2

Communication Skills:Communication Skills:

Your ticket

to work...

OR

Your ticket out the door!

Chapter 1, Slide 3

LEARNING OBJECTIVESLEARNING OBJECTIVES

Understand the importance of becoming an effective business communicator in today’s changing workplace.

Examine the process of communication.

Discuss how to become an effective listener. Analyze nonverbal communication and explain techniques for

improving nonverbal communication skills.

Explain how culture affects communication and describe methods for improving cross-cultural communication.

Identify specific techniques that improve effective communication among diverse workplace audiences.

CHAPTER 1CHAPTER 1

Chapter 1, Slide 4

The Importance ofThe Importance ofCommunication SkillsCommunication Skills

“If I went back to college again, I’d concentrate on two areas: learning to write

and to speak before an audience. Nothing in life is more important than the ability to

communicate effectively.”

Gerald R. Ford 38th President of USA

“If I went back to college again, I’d concentrate on two areas: learning to write

and to speak before an audience. Nothing in life is more important than the ability to

communicate effectively.”

Gerald R. Ford 38th President of USA

Chapter 1, Slide 5

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 6

Writing skills are increasingly Writing skills are increasingly significant.significant.

"Businesses are crying out—they need to have people who write better.”

Bill Gates

Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 7

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 8

Communicating in Today’s Communicating in Today’s Workplace is much differentWorkplace is much different

Chapter 1, Slide 9

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?

Examining The Process of Examining The Process of CommunicationCommunication

Examining The Process of Examining The Process of CommunicationCommunication


The Process of Communication

Chapter 1, Slide 11

The Process of CommunicationThe Process of CommunicationThe 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 12


THE COMMUNICATION PROCESS

Stimulus

A flow of messages from a source (sender) to a receiver using a channel.

• Anything that causes you to consider the communication process.

Analysis

Developing Messages

• Five steps: decision making, context analysis, message design, media selection, and evaluation.

• Includes information management, critical thinking, and setting goals.

Chapter 1, Slide 13


Encoding

• The process of actually sending a message through a media destined for a receiver.

• Refers to receiving and processing messages, making sense of the message.

Decoding

Analysis

• Message interpretation: making sense of the message.

• Message evaluation: reception, comprehension, benefits, timeliness, appropriateness, creditability, and influence.

Chapter 1, Slide 14


Mutual Understanding

• The receiver must understand the message sent by the sender, the sender must know the the receiver understands the message.

• Refers to any response that you make to the sender of a message.

Developing A Feedback Message

Noise

• Anything that interferes, detracts, or adversely affects the message.

• Internal interference: processes within a person

• External distortions: environmental noise

Chapter 1, Slide 15

Developing Better Listening Skills & Developing Better Listening Skills & Barriers to Effective ListeningBarriers to Effective Listening

Developing Better Listening Skills & Developing Better Listening Skills & 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 16

Barriers to Effective ListeningBarriers to Effective ListeningBarriers 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 17

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 18

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.


Chapter 1, Slide 19

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.


Chapter 1, Slide 20

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.


Chapter 1, Slide 21

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.


Chapter 1, Slide 22

Bypassing Poor listening skills Differing frames of

reference Lack of language skills Emotional interference Physical distractions

Barriers That Create Barriers That Create MisunderstandingsMisunderstandings

Chapter 1, Slide 23

Realize that communication is imperfect.Adapt the message to the receiver.Improve your language and listening skills.Question your preconceptions.Encourage feedback.

Overcoming Barriers That Overcoming Barriers That Cause MisunderstandingsCause Misunderstandings

Chapter 1, Slide 24

TIPS FOR BECOMING AN ACTIVE TIPS FOR BECOMING AN ACTIVE LISTENERLISTENER


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 25

Listen between the lines. Judge ideas, not

appearances. Hold your fire. Take selective notes. Provide feedback.



Chapter 1, Slide 26

Nonverbal CommunicationNonverbal CommunicationNonverbal CommunicationNonverbal Communication

Eye contact, facial expression, and posture and gestures send silent messages.

Chapter 1, Slide 27

Time, space, and territory send silent messages.

Time (punctuality and structure) Space (arrangement of objects) Territory (privacy zones)

Improving Nonverbal Improving Nonverbal CommunicationCommunication


Chapter 1, Slide 28



Appearance sends silent messages.

Appearance of business documents

Appearance of people


Four Space Zones for Social Interaction Observed Among Americans


Four Space Zones for Social Interaction Observed Among Americans

Chapter 1, Slide 31

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 32

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 33

Culture and CommunicationCulture and CommunicationCulture 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 34

Time Time OrientatioOrientatio

nn

Communication Communication StyleStyle

FormalityFormality

IndividualismIndividualism

ContextContext

CultureCulture

Dimensions of CultureDimensions of Culture

Chapter 1, Slide 35


High-context cultures (those in Japan, China, and Arab countries) tend to be relational, collectivist, and contemplative.

Context

Chapter 1, Slide 36


ContextLow-context cultures (those in North America, Scandinavia, and Germany) tend to be logical, linear, and action-oriented.

Chapter 1, Slide 37


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 38


Formality North Americans place less emphasis

on tradition, ceremony, and social rules. Other cultures prefer more formality.

Chapter 1, Slide 39


Communication StyleHigh-context cultures rely on

nonverbal cues and the total picture to communicate. Meanings are embedded at many socio-cultural levels.

Chapter 1, Slide 40


Communication StyleLow-context cultures

emphasize words, straightforwardness, and openness. People tend to be informal, impatient, and literal.

Chapter 1, Slide 41


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 42

Improving Communication With Improving Communication With Cross-cultural AudiencesCross-cultural Audiences


Oral Messages Use simple English. Speak slowly and

enunciate clearly. Encourage accurate

feedback. Check frequently for

comprehension.

© C

reat

as /

Pho

tolib

rary

Gro

up /

Inde

x S

tock

Imag

ery

Chapter 1, Slide 43

© C

reat

as /

Pho

tolib

rary

Gro

up /

Inde

x S

tock

Imag

ery

Oral Messages Observe eye messages. Accept blame. Listen without

interrupting. Smile when appropriate. Follow up in writing.



Chapter 1, Slide 44

Tips for minimizing written misconceptions

Consider local styles. Consider hiring a translator. Use short sentences and

short paragraphs. Avoid ambiguous wording. Follow up in writing. Cite numbers carefully.



Chapter 1, Slide 45

Effective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace AudiencesEffective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace Audiences

Understand the value of differences. Don’t expect total conformity. Create zero tolerance for bias and stereotypes. Practice focused, thoughtful, and open-minded

listening.

Chapter 1, Slide 46

Effective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace AudiencesEffective Communication with Effective Communication with Diverse Workplace AudiencesDiverse Workplace Audiences

Invite, use, and give feedback. Make fewer workplace assumptions. Learn about your own cultural self. Learn about other cultures and identity groups. Seek common ground.

ENDEND

Education

Facing Today’s Communication Challenges, Business Communication