ch 1: building your career success with communication skills
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© 2007 Thomson South-Western
Instructor Only Version
CHAPTER 1CHAPTER 1
Building Your Career
Success With Communication
Skills
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Chapter 1, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 7e
Communication skills are essential for Job placement Job performance Career advancement Success in the new world of work
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Chapter 1, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 7e
“Businesses are crying out—they need to have
people who write better.”
Gaston Caperton, business executive and president, College Board
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Chapter 1, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 7e
Your GuideYour Guide
Build Your Career Build Your Career Communication SkillsCommunication Skills
InstructorInstructor Your CoachYour Coach
Your Guffey Companion and XTRA! Web Sites http://guffey.swlearning.comhttp://guffeyxtra.swlearning.com
Your Guffey Companion and XTRA! Web Sites http://guffey.swlearning.comhttp://guffeyxtra.swlearning.com
TextbookTextbook
Bonus Bonus ResourcesResources(p. 23)(p. 23)
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Chapter 1, Slide 5Mary Ellen Guffey, Essentials of Business Communication, 7e
Projecting Professionalism When You Communicate
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Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 7e
Projecting Professionalism When You CommunicateProjecting Professionalism When You Communicate(continued)
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Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 7e
Projecting Professionalism When You CommunicateProjecting Professionalism When You Communicate(concluded)
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Chapter 1, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 7e
Focus on information
as a corporate asset
Focus on 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
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Chapter 1, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 7e
The Process of Communication
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Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 7e
The Process of CommunicationThe Process of CommunicationThe Process of CommunicationThe Process of Communication
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, cell phone, voice, body. Others?
What kinds of What kinds of channels carry channels carry messages?messages?
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Chapter 1, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 7e
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, watch responses, don’t dominate the exchange.
How can a How can a communicator communicator provide for feedback?provide for feedback?
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Chapter 1, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 7e
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
Barriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective Listening
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Chapter 1, Slide 13Mary Ellen Guffey, Essentials of Business Communication, 7e
Thought speedThought speed Our minds process thoughts faster than speakers express them
Faking attentionFaking attention Pretending to listen
GrandstandingGrandstanding Talking all the time or listening only for the next pause
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Chapter 1, Slide 14Mary Ellen Guffey, Essentials of Business Communication, 7e
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.
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Chapter 1, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 7e
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.
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Chapter 1, Slide 16Mary Ellen Guffey, Essentials of Business Communication, 7e
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.
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Chapter 1, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 7e
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.
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Chapter 1, Slide 18Mary Ellen Guffey, Essentials of Business Communication, 7e
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.
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Chapter 1, Slide 19Mary Ellen Guffey, Essentials of Business Communication, 7e
Tips for Becoming anTips for Becoming anActive ListenerActive Listener
Tips for Becoming anTips for Becoming anActive ListenerActive Listener
Stop talking. Control your surroundings. Establish a receptive mind-set. Listen for main points. Capitalize on lag time. Listen between the lines.
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Chapter 1, Slide 20Mary Ellen Guffey, Essentials of Business Communication, 7e
Judge ideas, not appearances.
Hold your fire. Take selective
notes.
Provide feedback.
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Chapter 1, Slide 21Mary Ellen Guffey, Essentials of Business Communication, 7e
Nonverbal CommunicationNonverbal CommunicationNonverbal CommunicationNonverbal Communication
Eye contact, facial expression, and posture and gestures send silent messages.
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Chapter 1, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 7e
Time, space, and territory send silent messages.• Time (punctuality
and structure of)• Space
(arrangement of objects in)
• Territory (privacy zones)
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Chapter 1, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 7e
Four Space Zones for Social Interaction Among Americans
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Chapter 1, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 7e
Four Space Zones for Social Interaction Among Americans
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Chapter 1, Slide 25Mary Ellen Guffey, Essentials of Business Communication, 7e
Eye contact, facial expression, and posture and gestures send silent messages.
Time, space, and territory send silent messages.
Appearance sends silent messages.• Appearance of business documents• Appearance of people
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Chapter 1, Slide 26Mary Ellen Guffey, Essentials of Business Communication, 7e
Tips for Improving Tips for Improving Your Nonverbal SkillsYour 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.
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Chapter 1, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 7e
Associate with people from diverse cultures.
Appreciate the power of appearance.
Observe yourself on videotape.
Enlist friends and family.
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Chapter 1, Slide 28Mary Ellen Guffey, Essentials of Business Communication, 7e
Culture and CommunicationCulture and CommunicationCulture and CommunicationCulture and Communication
Good communication demands special sensitivity and skills when communicators are from different cultures.
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Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 7e
Culture and CommunicationCulture and CommunicationKey North American BeliefsKey North American BeliefsCulture and CommunicationCulture and CommunicationKey North American BeliefsKey North American Beliefs
BeliefBelief ExamplesExamples
Individualism Initiative, self-assertion, personal achievement
Informality Little emphasis on rituals, ceremonies, rank; preference for informal dress
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Chapter 1, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 7e
BeliefBelief ExamplesExamples
Direct Communication Style
Impatient, literal, suspicious of evasiveness
Importance of Time
Precious, correlates with productivity
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Chapter 1, Slide 31Mary Ellen Guffey, Essentials of Business Communication, 7e
U.S. Persons’ Views of Themselves
Internationals’ Views of U.S. Persons
Informal, friendly, casual
Undisciplined, overly personal
Egalitarian Insensitive to status
Direct, aggressive Blunt, rude, oppressive
Comparing U.S. and Comparing U.S. and International’s ViewsInternational’s ViewsComparing U.S. and Comparing U.S. and International’s ViewsInternational’s Views
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Chapter 1, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 7e
U.S. Persons’ Views U.S. Persons’ Views of Themselvesof Themselves
Internationals’ Views Internationals’ Views of U.S. Personsof U.S. Persons
Efficient Obsessed with time; opportunistic
Goal/achievement-oriented
Promise more than they deliver
Profit-oriented Materialistic
Resourceful, ingenious Work-oriented; deals more important than people
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Chapter 1, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 7e
U.S. Persons’ Views U.S. Persons’ Views of Themselvesof Themselves
Internationals’ Views Internationals’ Views of U.S. Personsof U.S. Persons
Individualistic, progressive
Self-absorbed, equating “new” with “best”
Dynamic, find identity in work
Driven
Enthusiastic, prefer hard-sell
Deceptive, fearsome
Open Weak, untrustworthy
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Chapter 1, Slide 34Mary Ellen Guffey, Essentials of Business Communication, 7e
Proverbs Reflect CultureProverbs Reflect CultureProverbs 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?
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Chapter 1, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 7e
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, 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.”
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Chapter 1, Slide 36Mary Ellen Guffey, Essentials of Business Communication, 7e
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)
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Chapter 1, Slide 37Mary Ellen Guffey, Essentials of Business Communication, 7e
High-Context and High-Context and Low-Context CulturesLow-Context Cultures
High-Context and High-Context and Low-Context CulturesLow-Context Cultures
JapaneseArabLatin AmericanSpanishEnglishItalianFrenchNorth AmericanScandinavianGermanSwiss
Low Context
High Context
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Chapter 1, Slide 38Mary Ellen Guffey, Essentials of Business Communication, 7e
High-Context
Cultures
Low-Context
Cultures
Relational Linear
Collectivist Individualistic
Intuitive Logical
Contemplative Action-oriented
Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures
Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures
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Chapter 1, Slide 39Mary Ellen Guffey, Essentials of Business Communication, 7e
Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences
Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences
Oral Messages• Use simple
English.• Speak slowly and
enunciate clearly.• Encourage
accurate feedback.
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Chapter 1, Slide 40Mary Ellen Guffey, Essentials of Business Communication, 7e
Oral Messages (continued)
• Check frequently for comprehension.
• Observe eye messages.
• Accept blame.
• Listen without interrupting.
• Remember to smile!
• Follow up in writing.
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Chapter 1, Slide 41Mary Ellen Guffey, Essentials of Business Communication, 7e
Written Messages
• Adapt to local formats.• Consider hiring a translator.• Use short sentences and short
paragraphs.• Avoid ambiguous wording.• Strive for clarity.• Cite numbers carefully.
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Chapter 1, Slide 42Mary Ellen Guffey, Essentials of Business Communication, 7e
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. Invite, use, and give feedback.
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Chapter 1, Slide 43Mary Ellen Guffey, Essentials of Business Communication, 7e
Make fewer workplace assumptions. Learn about your own cultural self. Learn about other
cultures and identity groups.
Seek common ground.