Business Communications Chapter 1 notes

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  • 1 Loud person gets taken care of 2. Don’t waste things 3. The rich one makes the rules 4. Keep trying till you succeed 5. Get up early and be productive.
  • 1. You can not wait for things to happen you must learn how to do them 2. Don’t just say it can’t be done when there is actually someone doing it. 3. Teach a man how to provide for himself and he will be successful.
  • 1. You can make yourself rich or poor its up to you. 2. speaking does not make it happen you must do it 3. If you are different and stand out yow willnot be accepted

Transcript

  • 1. CHAPTER 1CHAPTER 1 BUILDING YOUR CAREERBUILDING YOUR CAREER SUCCESS WITHSUCCESS WITH COMMUNICATION SKILLSCOMMUNICATION SKILLS
  • 2.  Communication skills are essentialCommunication skills are essential forfor –Job placementJob placement –Job performanceJob performance –Career advancementCareer advancement –Success in the new world of workSuccess in the new world of work
  • 3. 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 inTrends in the Newthe New WorkplaceWorkplace Trends inTrends in the Newthe New WorkplaceWorkplace
  • 4. The Process of CommunicationThe Process of Communication How may the senderHow may the sender encode a message?encode a message? Verbally or nonverbally. By speaking, writing, gesturing. What kinds ofWhat kinds of channels carrychannels carry messages?messages? Letters, e-mail, IM, memos, TV, cell phone, voice, body. Others? How does a receiverHow does a receiver decode a message?decode a message? Hearing, reading, observing.
  • 5. The Process of CommunicationThe Process of Communication When isWhen is communicationcommunication successful?successful? When a message is understood as the sender intended it to be. How can aHow can a communicatorcommunicator provide for feedback?provide for feedback? Ask questions, watch responses, don’t dominate the exchange.
  • 6. Barriers to Effective ListeningBarriers to Effective Listening PhysicalPhysical barriersbarriers Hearing disabilities, noisyHearing disabilities, noisy surroundingssurroundings PsychologicalPsychological barriersbarriers Tuning out ideas thatTuning out ideas that counter our valuescounter our values LanguageLanguage problemsproblems Unfamiliar or chargedUnfamiliar or charged wordswords NonverbalNonverbal distractionsdistractions Clothing, mannerisms,Clothing, mannerisms, appearanceappearance
  • 7. Barriers to Effective ListeningBarriers to Effective Listening Thought speedThought speed Our minds processOur minds process thoughts faster thanthoughts faster than speakers express themspeakers express them FakingFaking attentionattention Pretending to listenPretending to listen GrandstandingGrandstanding Talking all the time orTalking all the time or listening only for thelistening only for the next pausenext pause
  • 8. Ten MisconceptionsTen Misconceptions About ListeningAbout Listening 1.1. Listening is a matter of intelligence.Listening is a matter of intelligence. FACT:FACT: Careful listening is a learnedCareful listening is a learned behavior.behavior. 2.2. Speaking is more important thanSpeaking is more important than listening in the communicationlistening in the communication process.process. FACT:FACT: Speaking and listening areSpeaking and listening are equally important.equally important.
  • 9. 3.3. Listening is easy and requires littleListening is easy and requires little energy.energy. FACT:FACT: Active listeners undergo theActive listeners undergo the same physiological changes as asame physiological changes as a person jogging.person jogging. 4.4. Listening and hearing are the sameListening and hearing are the same process.process. FACT:FACT: Listening is a conscious,Listening is a conscious, selective process. Hearing is anselective process. Hearing is an involuntary act.involuntary act.
  • 10. 5.5. Speakers are able to commandSpeakers are able to command listening.listening. FACT:FACT: Speakers cannot make aSpeakers cannot make a person really listen.person really listen. 6.6. Hearing ability determines listeningHearing ability determines listening ability.ability. FACT:FACT: Listening happens mentally—Listening happens mentally— between the ears.between the ears.
  • 11. 7.7. Speakers are totally responsible forSpeakers are totally responsible for communication success.communication success. FACT:FACT: Communication is a two-wayCommunication is a two-way street.street. 8.8. Listening is only a matter ofListening is only a matter of understanding a speaker’s words.understanding a speaker’s words. FACT:FACT: Nonverbal signals also helpNonverbal signals also help listeners gain understanding.listeners gain understanding.
  • 12. 9.9. Daily practice eliminates the need forDaily practice eliminates the need for listening training.listening training. FACT:FACT: Without effective listeningWithout effective listening training, most practice merelytraining, most practice merely reinforces negative behaviors.reinforces negative behaviors. 10.10. Competence in listening developsCompetence in listening develops naturally.naturally. FACT:FACT: Untrained people listen at onlyUntrained people listen at only 25 percent efficiency.25 percent efficiency.
  • 13. Tips for Becoming anTips for Becoming an Active ListenerActive Listener Stop talking.Stop talking. Control your surroundings.Control your surroundings. Establish a receptive mind-set.Establish a receptive mind-set. Listen for main points.Listen for main points. Capitalize on lag time.Capitalize on lag time. Listen between the lines.Listen between the lines.
  • 14.  Judge ideas,Judge ideas, notnot appearances.appearances.  Hold your fire.Hold your fire.  Take selectiveTake selective notes.notes.  ProvideProvide feedback.feedback. Tips for Becoming anTips for Becoming an Active Listener (con’t)Active Listener (con’t)
  • 15. Nonverbal CommunicationNonverbal Communication  Eye contact, facial expression, andEye contact, facial expression, and posture and gestures send silentposture and gestures send silent messages.messages.
  • 16.  Time, space, andTime, space, and territory sendterritory send silent messages.silent messages. – Time (punctualityTime (punctuality and structure of)and structure of) – SpaceSpace (arrangement of(arrangement of objects in)objects in) – Territory (privacyTerritory (privacy zones)zones) Nonverbal Communication (con’t)Nonverbal Communication (con’t)
  • 17.  Eye contact, facial expression, andEye contact, facial expression, and posture and gestures send silentposture and gestures send silent messages.messages.  Time, space, and territory send silentTime, space, and territory send silent messages.messages.  Appearance sends silent messages.Appearance sends silent messages. • Appearance of business documentsAppearance of business documents • Appearance of peopleAppearance of people
  • 18. Tips for ImprovingTips for Improving Your Nonverbal SkillsYour Nonverbal Skills  Establish and maintain eye contact.Establish and maintain eye contact.  Use posture to show interest.Use posture to show interest.  Improve your decoding skills.Improve your decoding skills.  Probe for more information.Probe for more information.  Avoid assigning nonverbal meaningsAvoid assigning nonverbal meanings out of context.out of context.
  • 19.  Associate with people from diverseAssociate with people from diverse cultures.cultures.  Appreciate the power of appearance.Appreciate the power of appearance.  Observe yourself on videotape.Observe yourself on videotape.  Enlist friends and family.Enlist friends and family. Tips for ImprovingTips for Improving Your Nonverbal SkillsYour Nonverbal Skills
  • 20. Culture and CommunicationCulture and Communication GoodGood communicationcommunication demands specialdemands special sensitivity and skillssensitivity and skills whenwhen communicators arecommunicators are from differentfrom different cultures.cultures.
  • 21. Culture and CommunicationCulture and Communication Key North American BeliefsKey North American Beliefs BeliefBelief ExamplesExamples IndividualismIndividualism Initiative, self-assertion,Initiative, self-assertion, personal achievementpersonal achievement InformalityInformality Little emphasis on rituals,Little emphasis on rituals, ceremonies, rank; preferenceceremonies, rank; preference for informal dressfor informal dress
  • 22. BeliefBelief ExamplesExamples DirectDirect CommunicationCommunication StyleStyle Impatient, literal,Impatient, literal, suspicious of evasivenesssuspicious of evasiveness Importance ofImportance of TimeTime Precious, correlates withPrecious, correlates with productivityproductivity Culture and CommunicationCulture and Communication Key North American Beliefs (con’t)Key North American Beliefs (con’t)
  • 23. Comparing U.S. andComparing U.S. and International’s ViewsInternational’s Views U.S. Persons’U.S. Persons’ Views ofViews of ThemselvesThemselves Internationals’Internationals’ ViewsViews of U.S. Personsof U.S. Persons Informal, friendly,Informal, friendly, casualcasual Undisciplined, overlyUndisciplined, overly personalpersonal EgalitarianEgalitarian Insensitive to statusInsensitive to status Direct, aggressiveDirect, aggressive Blunt, rude,Blunt, rude, oppressiveoppressive
  • 24. U.S. Persons’ ViewsU.S. Persons’ Views of Themselvesof Themselves Internationals’ ViewsInternationals’ Views of U.S. Personsof U.S. Persons EfficientEfficient Obsessed with time;Obsessed with time; opportunisticopportunistic Goal/achievement-Goal/achievement- orientedoriented Promise more than theyPromise more than they deliverdeliver Profit-orientedProfit-oriented MaterialisticMaterialistic Resourceful, ingeniousResourceful, ingenious Work-oriented; dealsWork-oriented; deals more important thanmore important than peoplepeople Comparing U.S. andComparing U.S. and International’s ViewsInternational’s Views
  • 25. U.S. Persons’ ViewsU.S. Persons’ Views of Themselvesof Themselves Internationals’ ViewsInternationals’ Views of U.S. Personsof U.S. Persons Individualistic,Individualistic, progressiveprogressive Self-absorbed, equatingSelf-absorbed, equating “new” with “best”“new” with “best” Dynamic, find identityDynamic, find identity in workin work DrivenDriven Enthusiastic, preferEnthusiastic, prefer hard-sellhard-sell Deceptive, fearsomeDeceptive, fearsome OpenOpen Weak, untrustworthyWeak, untrustworthy Comparing U.S. andComparing U.S. and International’s Views (con’t)International’s Views (con’t)
  • 26. Proverbs Reflect CultureProverbs Reflect Culture What do theseWhat do these U.S. proverbsU.S. proverbs indicateindicate about this culture and what it values?about this culture and what it values? 1.1. ““The squeaking wheel gets the grease.”The squeaking wheel gets the grease.” 2.2. ““Waste not, want not.”Waste not, want not.” 3.3. ““He who holds the gold makes the rules.”He who holds the gold makes the rules.” 4.4. ““If at first you don’t succeed, try, tryIf at first you don’t succeed, try, try again.”again.” 5.5. ““The early bird gets the worm.”The early bird gets the worm.”
  • 27. What do theseWhat do these Chinese proverbsChinese proverbs indicate about the Chinese culture andindicate about the Chinese culture and what it values?what it values? 1.1. ““A man who waits for a roast duck to flyA man who waits for a roast duck to fly into his mouth must wait a very, veryinto his mouth must wait a very, very long time.”long time.” 2.2. ““A man who says it cannot be doneA man who says it cannot be done should not interrupt a man doing it.”should not interrupt a man doing it.” 3.3. ““Give a man a fish, and he will live for aGive a man a fish, and he will live for a day; give him a net, and he will live forday; give him a net, and he will live for a lifetime.”a lifetime.”
  • 28. What do these proverbs indicate aboutWhat do these proverbs indicate about their respective cultures and whattheir respective cultures and what they value?they value? 1.1. ““No one is either rich or poor who hasNo one is either rich or poor who has not helped himself to be so.”not helped himself to be so.” (German)(German) 2.2. ““Words do not make flour.”Words do not make flour.” (Italian)(Italian) 3.3. ““The nail that sticks up gets poundedThe nail that sticks up gets pounded down.”down.” (Japanese)(Japanese)
  • 29. High-Context andHigh-Context and Low-Context CulturesLow-Context Cultures Low ContextLow Context High ContextHigh Context JapaneseJapanese ArabArab Latin AmericanLatin American SpanishSpanish EnglishEnglish ItalianItalian FrenchFrench North AmericanNorth American ScandinavianScandinavian GermanGerman SwissSwiss
  • 30. Comparison of High- andComparison of High- and Low-Context CulturesLow-Context Cultures High-ContextHigh-Context CulturesCultures Low-ContextLow-Context CulturesCultures RelationalRelational LinearLinear CollectivistCollectivist IndividualisticIndividualistic IntuitiveIntuitive LogicalLogical ContemplativeContemplative Action-Action- orientedoriented
  • 31. Improving Communication WithImproving Communication With Multicultural AudiencesMulticultural Audiences  Oral MessagesOral Messages – Use simpleUse simple English.English. – Speak slowly andSpeak slowly and enunciate clearly.enunciate clearly. – EncourageEncourage accurateaccurate feedback.feedback.
  • 32.  Oral MessagesOral Messages (continued)(continued) – Check frequently for comprehension.Check frequently for comprehension. – Observe eye messages.Observe eye messages. – Accept blame.Accept blame. – Listen without interrupting.Listen without interrupting. – Remember to smile!Remember to smile! – Follow up in writing.Follow up in writing. Improving Communication WithImproving Communication With Multicultural AudiencesMulticultural Audiences
  • 33.  Written MessagesWritten Messages – Adapt to local formats.Adapt to local formats. – Consider hiring a translator.Consider hiring a translator. – Use short sentences and shortUse short sentences and short paragraphs.paragraphs. – Avoid ambiguous wording.Avoid ambiguous wording. – Strive for clarity.Strive for clarity. – Cite numbers carefully.Cite numbers carefully. Improving Communication WithImproving Communication With Multicultural Audiences (con’t)Multicultural Audiences (con’t)
  • 34. Effective Communication WithEffective Communication With Diverse Workplace AudiencesDiverse Workplace Audiences  Understand the value of differences.Understand the value of differences.  Don’t expect total conformity.Don’t expect total conformity.  Create zero tolerance for bias andCreate zero tolerance for bias and stereotypes.stereotypes.  Practice focused, thoughtful, andPractice focused, thoughtful, and open-minded listening.open-minded listening.  Invite, use, and give feedback.Invite, use, and give feedback.
  • 35.  Make fewer workplace assumptions.Make fewer workplace assumptions.  Learn about your own cultural self.Learn about your own cultural self.  Learn about otherLearn about other cultures andcultures and identity groups.identity groups.  Seek commonSeek common ground.ground. Effective Communication WithEffective Communication With Diverse Workplace Audiences (con’t)Diverse Workplace Audiences (con’t)