Facing Today’s Communication Challenges, Business Communication


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Facing Today’s Communication Challenges, Business Communication

  1. 1. ““Facing Today’s Communication Challenges”Facing Today’s Communication Challenges”Career SuccessCareer SuccessBegins WithBegins WithCommunicationCommunicationSkillsSkillsCHAPTER 1CHAPTER 1
  2. 2. Chapter 1, Slide 2Communication Skills:Communication Skills:Your ticketto work...ORYour ticket out the door!
  3. 3. Chapter 1, Slide 3LEARNING OBJECTIVESLEARNING OBJECTIVES Understand the importance of becoming an effective businesscommunicator in today’s changing workplace. Examine the process of communication. Discuss how to become an effective listener. Analyze nonverbal communication and explain techniques forimproving nonverbal communication skills. Explain how culture affects communication and describemethods for improving cross-cultural communication. Identify specific techniques that improve effectivecommunication among diverse workplace audiences.CHAPTER 1CHAPTER 1
  4. 4. Chapter 1, Slide 4The Importance ofThe Importance ofCommunication SkillsCommunication Skills“If I went back to college again, I’dconcentrate on two areas: learning to writeand to speak before an audience. Nothing inlife is more important than the ability tocommunicate effectively.”Gerald R. Ford38thPresident of USA“If I went back to college again, I’dconcentrate on two areas: learning to writeand to speak before an audience. Nothing inlife is more important than the ability tocommunicate effectively.”Gerald R. Ford38thPresident of USA
  5. 5. Chapter 1, Slide 5Good communication skillsGood communication skillsare essential forare essential for Job placement Job performance Career advancement Success in the new worldof work
  6. 6. Chapter 1, Slide 6Writing skills are increasinglyWriting skills are increasinglysignificant.significant."Businesses are crying out—theyneed to have people who writebetter.”Bill Gates
  7. 7. Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 7Informationas acorporate assetInformationas acorporate assetNewworkenvironmentsNewworkenvironmentsInnovativecommunicationtechnologiesInnovativecommunicationtechnologiesHeightenedglobalcompetitionHeightenedglobalcompetitionIncreasedemphasison teamsIncreasedemphasison teamsMoreparticipatorymanagementMoreparticipatorymanagementFlattenedmanagementhierarchiesFlattenedmanagementhierarchiesTrends inTrends inthe newthe newworkplaceworkplaceTrends inTrends inthe newthe newworkplaceworkplace
  8. 8. Chapter 1, Slide 8Communicating in Today’sCommunicating in Today’sWorkplace is much differentWorkplace is much different
  9. 9. Chapter 1, Slide 9Verbally or nonverbally.By speaking, writing,gesturing.How may the senderHow may the senderencode a message?encode a message?Letters, e-mail, IM,memos, TV, telephone,voice, body. Others?What kinds ofWhat kinds ofchannels carrychannels carrymessages?messages?Examining The Process ofExamining The Process ofCommunicationCommunication
  10. 10. Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 10The Process of Communication
  11. 11. Chapter 1, Slide 11The Process of CommunicationThe Process of CommunicationHearing, reading,observingHow does a receiverHow does a receiverdecode a message?decode a message?When a message is understoodas the sender intended it to be.When isWhen iscommunicationcommunicationsuccessful?successful?Ask questions, check reactions,don’t dominate the exchange.How can aHow can acommunicatorcommunicatorprovide for feedback?provide for feedback?
  12. 12. Chapter 1, Slide 12The Process of CommunicationThe Process of CommunicationTHE COMMUNICATION PROCESSStimulusA flow of messages from a source (sender) to areceiver using a channel.• Anything that causes you to consider thecommunication process.AnalysisDeveloping Messages• Five steps: decision making, context analysis, messagedesign, media selection, and evaluation.• Includes information management, criticalthinking, and setting goals.
  13. 13. Chapter 1, Slide 13The Process of CommunicationThe Process of CommunicationEncoding• The process of actually sending a message through amedia destined for a receiver.• Refers to receiving and processing messages, makingsense of the message.DecodingAnalysis• Message interpretation: making sense of the message.• Message evaluation: reception, comprehension, benefits, timeliness, appropriateness,creditability, and influence.
  14. 14. Chapter 1, Slide 14The Process of CommunicationThe Process of CommunicationMutual Understanding• The receiver must understand the message sent by the sender, the sendermust know the the receiver understands the message.• Refers to any response that you make to the sender ofa message.Developing A Feedback MessageNoise• Anything that interferes, detracts, or adversely affects the message.• Internal interference: processes within a person• External distortions: environmental noise
  15. 15. Chapter 1, Slide 15Developing Better Listening Skills &Developing Better Listening Skills &Barriers to Effective ListeningBarriers to Effective ListeningPhysicalPhysicalbarriersbarriershearing disabilities, noisysurroundingsPsychologicalPsychologicalbarriersbarrierstuning out ideas that counterour valuesLanguageLanguageproblemsproblemsunfamiliar or charged wordsNonverbalNonverbaldistractionsdistractionsclothing, mannerisms,appearance
  16. 16. Chapter 1, Slide 16Barriers to Effective ListeningBarriers to Effective ListeningThought speedThought speed our minds processthoughts faster thanspeakers say themFakingFakingattentionattentionpretending to listenGrandstandingGrandstanding talking all the time orlistening only for the nextpause
  17. 17. Chapter 1, Slide 17Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening1. Listening is a matter of intelligence.FACT: Careful listening is a learnedbehavior.2. Speaking is more important thanlistening in the communication process.FACT: Speaking and listening areequally important.
  18. 18. Chapter 1, Slide 183. Listening is easy and requires littleenergy.FACT: Active listeners undergo thesame physiological changes as a personjogging.4. Listening and hearing are the sameprocess.FACT: Listening is a conscious,selective process. Hearing is aninvoluntary act.Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
  19. 19. Chapter 1, Slide 195. Speakers are able to command listening.FACT: Speakers cannot make a personreally listen.6. Hearing ability determines listeningability.FACT: Listening happens mentally—between the ears.Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
  20. 20. Chapter 1, Slide 207. Speakers are totally responsible forcommunication success.FACT: Communication is a two-waystreet.8. Listening is only a matter ofunderstanding a speaker’s words.FACT: Nonverbal signals also helplisteners gain understanding.Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
  21. 21. Chapter 1, Slide 219. Daily practice eliminates the need forlistening training.FACT: Without effective listeningtraining, most practice merely reinforcesnegative behaviors.10. Competence in listening developsnaturally.FACT: Untrained people listen at only 25percent efficiency.Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
  22. 22. Chapter 1, Slide 22 Bypassing Poor listening skills Differing frames ofreference Lack of language skills Emotional interference Physical distractionsBarriers That CreateBarriers That CreateMisunderstandingsMisunderstandings
  23. 23. Chapter 1, Slide 23Realize that communication isimperfect.Adapt the message to thereceiver.Improve your language andlistening skills.Question yourpreconceptions.Encourage feedback.Overcoming Barriers ThatOvercoming Barriers ThatCause MisunderstandingsCause Misunderstandings
  24. 24. Chapter 1, Slide 24TIPS FOR BECOMING AN ACTIVETIPS FOR BECOMING AN ACTIVELISTENERLISTENER Stop talking. Control your surroundings. Establish a receptivemind-set. Keep an open mind. Listen for main points. Capitalize on lag time.
  25. 25. Chapter 1, Slide 25 Listen between the lines. Judge ideas, notappearances. Hold your fire. Take selective notes. Provide feedback.TIPS FOR BECOMING AN ACTIVETIPS FOR BECOMING AN ACTIVELISTENERLISTENER
  26. 26. Chapter 1, Slide 26Nonverbal CommunicationNonverbal CommunicationEye contact, facial expression,and posture and gestures sendsilent messages.
  27. 27. Chapter 1, Slide 27Time, space, and territory sendsilent messages. Time (punctuality and structure) Space (arrangement of objects) Territory (privacy zones)Improving NonverbalImproving NonverbalCommunicationCommunication
  28. 28. Chapter 1, Slide 28Improving NonverbalImproving NonverbalCommunicationCommunicationAppearance sends silentmessages. Appearance of businessdocuments Appearance of people
  29. 29. Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 29Four Space Zones for Social InteractionObserved Among Americans
  30. 30. Chapter 1, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 30Four Space Zones for Social InteractionObserved Among Americans
  31. 31. Chapter 1, Slide 31Keys to BuildingKeys to BuildingStrong 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 meaningsout of context.
  32. 32. Chapter 1, Slide 32 Associate with people from diversecultures. Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family.Keys to BuildingKeys to BuildingStrong Nonverbal SkillsStrong Nonverbal Skills
  33. 33. Chapter 1, Slide 33Culture and CommunicationCulture and CommunicationGood communicationdemands specialsensitivity and skillswhen communicatorsare from differentcultures.© 2008 Image Source Black/Jupiter Images
  34. 34. Chapter 1, Slide 34TimeTimeOrientationOrientationCommunicationCommunicationStyleStyleFormalityFormalityIndividualismIndividualismContextContextCultureCultureDimensions of CultureDimensions of Culture
  35. 35. Chapter 1, Slide 35Dimensions of CultureDimensions of CultureHigh-context cultures (those in Japan,China, and Arab countries) tend to berelational, collectivist, and contemplative.Context
  36. 36. Chapter 1, Slide 36Dimensions of CultureDimensions of CultureContextLow-context cultures (those in NorthAmerica, Scandinavia, and Germany)tend to be logical, linear, and action-oriented.
  37. 37. Chapter 1, Slide 37Dimensions of CultureDimensions of CultureIndividualism High-context cultures tend to prefergroup values, duties, and decisions. Low-context cultures tend to preferindividual initiative, self-assertion, andpersonal achievement.
  38. 38. Chapter 1, Slide 38Dimensions of CultureDimensions of CultureFormality North Americans place less emphasison tradition, ceremony, and social rules. Other cultures prefer more formality.
  39. 39. Chapter 1, Slide 39Dimensions of CultureDimensions of CultureCommunication StyleHigh-context cultures rely onnonverbal cues and the totalpicture to communicate.Meanings are embedded atmany socio-cultural levels.
  40. 40. Chapter 1, Slide 40Dimensions of CultureDimensions of CultureCommunication StyleLow-context culturesemphasize words,straightforwardness, andopenness. People tendto be informal, impatient,and literal.
  41. 41. Chapter 1, Slide 41Dimensions of CultureDimensions of CultureTime Orientation Time is precious to NorthAmericans. It correlates withproductivity, efficiency, andmoney. In some cultures time isunlimited and never-ending,promoting a relaxed attitude.
  42. 42. Chapter 1, Slide 42Improving Communication WithImproving Communication WithCross-cultural AudiencesCross-cultural AudiencesOral Messages Use simple English. Speak slowly andenunciate clearly. Encourage accuratefeedback. Check frequently forcomprehension.©Creatas/PhotolibraryGroup/IndexStockImagery
  43. 43. Chapter 1, Slide 43©Creatas/PhotolibraryGroup/IndexStockImageryOral Messages Observe eye messages. Accept blame. Listen withoutinterrupting. Smile when appropriate. Follow up in writing.Improving Communication WithImproving Communication WithCross-cultural AudiencesCross-cultural Audiences
  44. 44. Chapter 1, Slide 44Tips for minimizing writtenmisconceptions Consider local styles. Consider hiring a translator. Use short sentences andshort paragraphs. Avoid ambiguous wording. Follow up in writing. Cite numbers carefully.Improving Communication WithImproving Communication WithCross-cultural AudiencesCross-cultural Audiences
  45. 45. Chapter 1, Slide 45Effective Communication withEffective Communication withDiverse 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-mindedlistening.
  46. 46. Chapter 1, Slide 46Effective Communication withEffective Communication withDiverse 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.
  47. 47. ENDEND