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CHAPTER 1 Building  Your Career Success With Communication Skills
<ul><li>Communication skills are essential for </li></ul><ul><ul><li>Job placement </li></ul></ul><ul><ul><li>Job performa...
“ Businesses are crying out—they need to have people who write better.” Gaston Caperton, business executive and president,...
Build Your Career  Communication Skills Your Guide Instructor Your Coach Your Guffey Companion and XTRA! Web Sites  http:/...
Projecting Professionalism When You Communicate
Projecting Professionalism When You Communicate (continued)
Projecting Professionalism When You Communicate (concluded)
0 Focus on  information  as a  corporate asset New  work  environments Innovative  communication  technologies Heightened ...
The Process of Communication
The Process of Communication Verbally or nonverbally. By speaking, writing, gesturing. How may the sender encode a message...
Hearing, reading, observing. How does a receiver decode a message? When a message is understood as the sender intended it ...
Barriers to Effective Listening Clothing, mannerisms, appearance Nonverbal distractions Unfamiliar or charged words Langua...
Talking all the time or listening only for the next pause Grandstanding Pretending to listen Faking attention Our minds pr...
Ten Misconceptions About Listening <ul><li>Listening is a matter of intelligence. </li></ul><ul><li>FACT:   Careful listen...
<ul><li>Listening is easy and requires little energy. </li></ul><ul><li>FACT:   Active listeners undergo the same physiolo...
<ul><li>Speakers are able to command listening. </li></ul><ul><li>FACT:   Speakers cannot make a person really listen. </l...
<ul><li>Speakers are totally responsible for communication success. </li></ul><ul><li>FACT:   Communication is a two-way s...
<ul><li>Daily practice eliminates the need for listening training. </li></ul><ul><li>FACT:   Without effective listening t...
Tips for Becoming an Active Listener <ul><li>Stop talking. </li></ul><ul><li>Control your surroundings. </li></ul><ul><li>...
<ul><li>Judge ideas, not appearances. </li></ul><ul><li>Hold your fire. </li></ul><ul><li>Take selective  notes. </li></ul...
Nonverbal Communication <ul><li>Eye contact, facial expression, and posture and gestures send silent messages. </li></ul>
<ul><li>Time, space, and territory send silent messages. </li></ul><ul><ul><li>Time (punctuality and structure of) </li></...
Four Space Zones for Social Interaction Among Americans
Four Space Zones for Social Interaction Among Americans
<ul><li>Eye contact, facial expression, and posture and gestures send silent messages. </li></ul><ul><li>Time, space, and ...
Tips for Improving  Your Nonverbal Skills <ul><li>Establish and maintain eye contact. </li></ul><ul><li>Use posture to sho...
<ul><li>Associate with people from diverse cultures. </li></ul><ul><li>Appreciate the power of appearance. </li></ul><ul><...
Culture and Communication <ul><li>Good communication demands special sensitivity and skills when communicators are from di...
Culture and Communication Key North American Beliefs Examples Belief Little emphasis on rituals, ceremonies, rank; prefere...
Examples Belief Precious, correlates with productivity Importance of Time Impatient, literal, suspicious  of evasiveness D...
Comparing U.S. and  International’s Views Blunt, rude, oppressive Direct, aggressive Insensitive to status Egalitarian Und...
Obsessed with time; opportunistic Efficient Work-oriented; deals more important than people Resourceful, ingenious Materia...
Weak, untrustworthy Open Deceptive, fearsome Enthusiastic, prefer hard-sell Driven Dynamic, find identity in work Self-abs...
Proverbs Reflect Culture <ul><li>“ The squeaking wheel gets the grease.” </li></ul><ul><li>“ Waste not, want not.” </li></...
<ul><li>“ A man who waits for a roast duck to fly into his mouth must wait a very, very long time.” </li></ul><ul><li>“ A ...
<ul><li>“ No one is either rich or poor who has not helped himself to be so.”  (German) </li></ul><ul><li>“ Words do not m...
High-Context and  Low-Context Cultures <ul><ul><li>Japanese </li></ul></ul><ul><ul><li>Arab </li></ul></ul><ul><ul><li>Lat...
Comparison of High- and  Low-Context Cultures Low-Context Cultures Action-oriented Contemplative Logical Intuitive Individ...
Improving Communication With Multicultural Audiences <ul><li>Oral Messages </li></ul><ul><ul><li>Use simple English. </li>...
<ul><li>Oral Messages  (continued) </li></ul><ul><ul><li>Check frequently for comprehension. </li></ul></ul><ul><ul><li>Ob...
<ul><li>Written Messages </li></ul><ul><ul><li>Adapt to local formats. </li></ul></ul><ul><ul><li>Consider hiring a transl...
Effective Communication With Diverse Workplace Audiences <ul><li>Understand the value of differences. </li></ul><ul><li>Do...
<ul><li>Make fewer workplace assumptions. </li></ul><ul><li>Learn about your own cultural self. </li></ul><ul><li>Learn ab...
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Transcript of "Ch 1: Building Your Career Success with Communication Skills"

  1. 1. CHAPTER 1 Building Your Career Success With Communication Skills
  2. 2. <ul><li>Communication skills are essential for </li></ul><ul><ul><li>Job placement </li></ul></ul><ul><ul><li>Job performance </li></ul></ul><ul><ul><li>Career advancement </li></ul></ul><ul><ul><li>Success in the new world of work </li></ul></ul>Why do YOU need good communication skills?
  3. 3. “ Businesses are crying out—they need to have people who write better.” Gaston Caperton, business executive and president, College Board
  4. 4. Build Your Career Communication Skills Your Guide Instructor Your Coach Your Guffey Companion and XTRA! Web Sites http://guffey.swlearning.com http://guffeyxtra.swlearning.com Textbook Bonus Resources (p. 23)
  5. 5. Projecting Professionalism When You Communicate
  6. 6. Projecting Professionalism When You Communicate (continued)
  7. 7. Projecting Professionalism When You Communicate (concluded)
  8. 8. 0 Focus on information as a corporate asset New work environments Innovative communication technologies Heightened global competition Increased emphasis on teams More participatory management Flattened management hierarchies Trends in the New Workplace
  9. 9. The Process of Communication
  10. 10. The Process of Communication Verbally or nonverbally. By speaking, writing, gesturing. How may the sender encode a message? Letters, e-mail, IM, memos, TV, cell phone, voice, body. Others? What kinds of channels carry messages?
  11. 11. 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, watch responses, don’t dominate the exchange. How can a communicator provide for feedback?
  12. 12. Barriers to Effective Listening Clothing, mannerisms, appearance Nonverbal distractions Unfamiliar or charged words Language problems Tuning out ideas that counter our values Psychological barriers Hearing disabilities, noisy surroundings Physical barriers
  13. 13. Talking all the time or listening only for the next pause Grandstanding Pretending to listen Faking attention Our minds process thoughts faster than speakers express them Thought speed
  14. 14. Ten Misconceptions About Listening <ul><li>Listening is a matter of intelligence. </li></ul><ul><li>FACT: Careful listening is a learned behavior. </li></ul><ul><li>Speaking is more important than listening in the communication process. </li></ul><ul><li>FACT: Speaking and listening are equally important. </li></ul>
  15. 15. <ul><li>Listening is easy and requires little energy. </li></ul><ul><li>FACT: Active listeners undergo the same physiological changes as a person jogging. </li></ul><ul><li>Listening and hearing are the same process. </li></ul><ul><li>FACT: Listening is a conscious, selective process. Hearing is an involuntary act. </li></ul>
  16. 16. <ul><li>Speakers are able to command listening. </li></ul><ul><li>FACT: Speakers cannot make a person really listen. </li></ul><ul><li>Hearing ability determines listening ability. </li></ul><ul><li>FACT: Listening happens mentally—between the ears. </li></ul>
  17. 17. <ul><li>Speakers are totally responsible for communication success. </li></ul><ul><li>FACT: Communication is a two-way street. </li></ul><ul><li>Listening is only a matter of understanding a speaker’s words. </li></ul><ul><li>FACT: Nonverbal signals also help listeners gain understanding. </li></ul>
  18. 18. <ul><li>Daily practice eliminates the need for listening training. </li></ul><ul><li>FACT: Without effective listening training, most practice merely reinforces negative behaviors. </li></ul><ul><li>Competence in listening develops naturally. </li></ul><ul><li>FACT: Untrained people listen at only 25 percent efficiency. </li></ul>
  19. 19. Tips for Becoming an Active Listener <ul><li>Stop talking. </li></ul><ul><li>Control your surroundings. </li></ul><ul><li>Establish a receptive mind-set. </li></ul><ul><li>Listen for main points. </li></ul><ul><li>Capitalize on lag time. </li></ul><ul><li>Listen between the lines. </li></ul>
  20. 20. <ul><li>Judge ideas, not appearances. </li></ul><ul><li>Hold your fire. </li></ul><ul><li>Take selective notes. </li></ul><ul><li>Provide feedback. </li></ul>
  21. 21. Nonverbal Communication <ul><li>Eye contact, facial expression, and posture and gestures send silent messages. </li></ul>
  22. 22. <ul><li>Time, space, and territory send silent messages. </li></ul><ul><ul><li>Time (punctuality and structure of) </li></ul></ul><ul><ul><li>Space (arrangement of objects in) </li></ul></ul><ul><ul><li>Territory (privacy zones) </li></ul></ul>
  23. 23. Four Space Zones for Social Interaction Among Americans
  24. 24. Four Space Zones for Social Interaction Among Americans
  25. 25. <ul><li>Eye contact, facial expression, and posture and gestures send silent messages. </li></ul><ul><li>Time, space, and territory send silent messages. </li></ul><ul><li>Appearance sends silent messages. </li></ul><ul><ul><li>Appearance of business documents </li></ul></ul><ul><ul><li>Appearance of people </li></ul></ul>
  26. 26. Tips for Improving Your Nonverbal Skills <ul><li>Establish and maintain eye contact. </li></ul><ul><li>Use posture to show interest. </li></ul><ul><li>Improve your decoding skills. </li></ul><ul><li>Probe for more information. </li></ul><ul><li>Avoid assigning nonverbal meanings out of context. </li></ul>
  27. 27. <ul><li>Associate with people from diverse cultures. </li></ul><ul><li>Appreciate the power of appearance. </li></ul><ul><li>Observe yourself on videotape. </li></ul><ul><li>Enlist friends and family. </li></ul>
  28. 28. Culture and Communication <ul><li>Good communication demands special sensitivity and skills when communicators are from different cultures. </li></ul>
  29. 29. Culture and Communication Key North American Beliefs Examples Belief Little emphasis on rituals, ceremonies, rank; preference for informal dress Informality Initiative, self-assertion, personal achievement Individualism
  30. 30. Examples Belief Precious, correlates with productivity Importance of Time Impatient, literal, suspicious of evasiveness Direct Communication Style
  31. 31. Comparing U.S. and International’s Views Blunt, rude, oppressive Direct, aggressive Insensitive to status Egalitarian Undisciplined, overly personal Informal, friendly, casual Internationals’ Views of U.S. Persons U.S. Persons’ Views of Themselves
  32. 32. Obsessed with time; opportunistic Efficient Work-oriented; deals more important than people Resourceful, ingenious Materialistic Profit-oriented Promise more than they deliver Goal/achievement-oriented Internationals’ Views of U.S. Persons U.S. Persons’ Views of Themselves
  33. 33. Weak, untrustworthy Open Deceptive, fearsome Enthusiastic, prefer hard-sell Driven Dynamic, find identity in work Self-absorbed, equating “new” with “best” Individualistic, progressive Internationals’ Views of U.S. Persons U.S. Persons’ Views of Themselves
  34. 34. Proverbs Reflect Culture <ul><li>“ The squeaking wheel gets the grease.” </li></ul><ul><li>“ Waste not, want not.” </li></ul><ul><li>“ He who holds the gold makes the rules.” </li></ul><ul><li>“ If at first you don’t succeed, try, try again.” </li></ul><ul><li>“ The early bird gets the worm.” </li></ul>What do these U.S. proverbs indicate about this culture and what it values?
  35. 35. <ul><li>“ A man who waits for a roast duck to fly into his mouth must wait a very, very long time.” </li></ul><ul><li>“ A man who says it cannot be done should not interrupt a man doing it.” </li></ul><ul><li>“ Give a man a fish, and he will live for a day; give him a net, and he will live for a lifetime.” </li></ul>What do these Chinese proverbs indicate about the Chinese culture and what it values?
  36. 36. <ul><li>“ No one is either rich or poor who has not helped himself to be so.” (German) </li></ul><ul><li>“ Words do not make flour.” (Italian) </li></ul><ul><li>“ The nail that sticks up gets pounded down.” (Japanese) </li></ul>What do these proverbs indicate about their respective cultures and what they value?
  37. 37. High-Context and Low-Context Cultures <ul><ul><li>Japanese </li></ul></ul><ul><ul><li>Arab </li></ul></ul><ul><ul><li>Latin American </li></ul></ul><ul><ul><li>Spanish </li></ul></ul><ul><ul><li>English </li></ul></ul><ul><ul><li>Italian </li></ul></ul><ul><ul><li>French </li></ul></ul><ul><ul><li>North American </li></ul></ul><ul><ul><li>Scandinavian </li></ul></ul><ul><ul><li>German </li></ul></ul><ul><ul><li>Swiss </li></ul></ul>Low Context High Context
  38. 38. Comparison of High- and Low-Context Cultures Low-Context Cultures Action-oriented Contemplative Logical Intuitive Individualistic Collectivist Linear Relational High-Context Cultures
  39. 39. Improving Communication With Multicultural Audiences <ul><li>Oral Messages </li></ul><ul><ul><li>Use simple English. </li></ul></ul><ul><ul><li>Speak slowly and enunciate clearly. </li></ul></ul><ul><ul><li>Encourage accurate feedback. </li></ul></ul>
  40. 40. <ul><li>Oral Messages (continued) </li></ul><ul><ul><li>Check frequently for comprehension. </li></ul></ul><ul><ul><li>Observe eye messages. </li></ul></ul><ul><ul><li>Accept blame. </li></ul></ul><ul><ul><li>Listen without interrupting. </li></ul></ul><ul><ul><li>Remember to smile! </li></ul></ul><ul><ul><li>Follow up in writing. </li></ul></ul>
  41. 41. <ul><li>Written Messages </li></ul><ul><ul><li>Adapt to local formats. </li></ul></ul><ul><ul><li>Consider hiring a translator. </li></ul></ul><ul><ul><li>Use short sentences and short paragraphs. </li></ul></ul><ul><ul><li>Avoid ambiguous wording. </li></ul></ul><ul><ul><li>Strive for clarity. </li></ul></ul><ul><ul><li>Cite numbers carefully. </li></ul></ul>
  42. 42. Effective Communication With Diverse Workplace Audiences <ul><li>Understand the value of differences. </li></ul><ul><li>Don’t expect total conformity. </li></ul><ul><li>Create zero tolerance for bias and stereotypes. </li></ul><ul><li>Practice focused, thoughtful, and open-minded listening. </li></ul><ul><li>Invite, use, and give feedback. </li></ul>
  43. 43. <ul><li>Make fewer workplace assumptions. </li></ul><ul><li>Learn about your own cultural self. </li></ul><ul><li>Learn about other cultures and identity groups. </li></ul><ul><li>Seek common ground. </li></ul>
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