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1. 1
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Instructor PowerPoint
1

2. Learning Objective
1
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 2
Describe how communication skills
will improve your career prospects
and help you succeed in today’s
challenging digital-age workplace.

3. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 3
Communication Skills in
a Complex, Networked World
Your pass to success
A hot commodity
now more than ever
A learned ability,
not inborn

4. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 4
Communication Skills:
Your Ticket to Work
Most desirable competencies in
employers’ view
Critical to effective job
placement, performance,
and career advancement
“Career sifter,” leading to
great job opportunities or
out the door

5. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 5
What Are
Communication Skills?
Traditional
abilities
New
requirements
Reading
Listening
Nonverbal skills
Speaking
Writing
Media savvy
Good judgment online:
• Maintaining positive
image and presence
• Protecting employer’s
reputation

6. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 6
The Digital Revolution
Writing matters more than ever;
online media require more of it,
not less.
Work teams collaborate even
when physically apart.
Messages travel instantly to
distant locations to potentially
huge audiences.

7. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 7
The Digital Revolution
Life-changing critical judgments
about people are being made
based solely on their writing
ability.
Social media are playing an
increasingly prominent role in
business.

8. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 8
Digital Workplace Survival Skills
“To succeed in today’s workplace, young people
need more than basic reading and math skills.
They need substantial content knowledge and
information technology skills; advanced
thinking skills, flexibility to adapt to change; and
interpersonal skills to succeed in multi-cultural,
cross-functional teams.”
[Source: Casner-Lotto et al. (2006, September). Are they ready to work? Employers’ perspectives on the basic
knowledge and applied skills of new entrants to the 21st century U.S. workforce]
— J. Willard Marriott, Jr., Executive Chairman, Marriott International,
Inc.

9. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 9
The Digital Revolution and You
Even technical fields require
communication skills
Businesses use a variety of
media and messages
Professional, business-like
writing is in your future

10. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© denis_pc/Fotolia
Ch. 1 / Slide 10
Skills Employers Want
Excellent oral
and written
communication
skills
Ability to
work in
teams
Unblemished
social media
presence
Professionalism
and work ethic
Critical thinking
and analytical
reasoning

11. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 11
Your Education
Drives Your Income
Access to highest-paying,
fastest-growing careers
Advantages of a college degree
Higher lifetime earnings
Less unemployment
Wider variety of career options

12. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© Maksym Yemelyanov/Fotolia
Ch. 1 / Slide 12
Meeting the Challenges
of the Information Age
Rapidly changing
communication
technologies
Significan
t
Trends
“Anytime,
anywhere” and
nonterritoral offices
Self-directed
work groups and
virtual teams
Flattened
management
hierarchies
Growing workforce
diversity
Renewed emphasis
on ethics
Heightened global
competition

13. Learning Objective
2
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 13
Confront barriers to
effective listening, and start
building your listening
skills.

14. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 14
Listening: A Career-Critical Skill
Costly errors may
result from poor
listening habits.
Many of us are
poor listeners.
We listen at only
25 to 50 percent
efficiency.
Poor listening skills
affect professional
relationships.

15. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 15
Barriers to Effective Listening
Grandstanding
Physical
barriers
Psychological
barriers
Language
problems
Nonverbal
distractions
Thought
speed
Faking
attention

16. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 16
Ten Keys to Building
Powerful Listening Skills
5 Capitalize on lag time.
1 Stop talking and let others speak.
2 Control external and internal distractions.
3 Be receptive and keep an open mind.
4 Listen for main points.

17. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 17
Ten Keys to Building
Powerful Listening Skills
10 Provide feedback and confirmation.
6 Listen between the lines.
7 Judge ideas, not appearances.
8 Avoid interrupting.
9 Take selective notes to ensure retention.

18. Learning Objective
3
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 18
Explain the importance of
nonverbal communication and
of improving your nonverbal
communication skills.

19. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© denis_pc/Fotolia
Ch. 1 / Slide 19
Nonverbal Cues
Carry Powerful Meanings
Nonverbal communication
includes all unwritten and unspoken
messages, both intentional and
unintentional.
Nonverbal cues can
speak louder than
words.

20. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 20
Nonverbal Behaviors
Sending Messages
• Eye contact
• Facial expression
• Posture and gestures
• Time, space, and territory
• Eye appeal of business documents
• Personal appearance

21. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© helen cingisiz/Fotolia
Ch. 1 / Slide 21
Building Strong Nonverbal Skills
Probe for more information.
Establish and maintain eye contact.
Use posture to show interest.
Reduce or eliminate physical barriers.
Improve your decoding skills.

22. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© helen cingisiz/Fotolia
Ch. 1 / Slide 22
Building Strong Nonverbal Skills
Enlist friends and family.
Interpret nonverbal meanings in context.
Associate with people from diverse cultures.
Appreciate the power of appearance.
Observe yourself on video.

23. Learning Objective
4
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 23
Explain five common dimensions of
culture, and understand how culture
affects communication and the use
of social media and communication
technology.

24. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 24
Definition of Culture
The complex system of
values, traits, morals, and
customs shared by a
society, region, or country
A powerful operating force
that molds the way we
think, behave, and
communicate

25. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 25
High and Low Context
High-context
cultures
Low-context
cultures
• tend to be logical,
linear, and action
oriented.
• favor explicit messages
that they consider to be
objective, professional,
and efficient.
• tend to be relational,
collectivist, intuitive, and
contemplative.
• leave much unsaid and
transmit communication
cues by posture,
voice inflection, gestures,
and facial expression.

26. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 26
Individualism and Collectivism
High-context
cultures
Low-context
cultures
• tend to prefer initiative,
self-assertion, and
personal achievement.
• believe in individual
action and personal
responsibility.
• desire a large degree of
freedom in their
personal lives.
• tend to prefer group
values, duties, and
decisions.
• emphasize membership
in organizations, groups,
and teams.
• encourage acceptance of
group values, duties, and
decisions.

27. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 27
Time Orientation
High-context
cultures
Low-context
cultures
• Time is precious.
• Time correlates with
productivity, efficiency,
and money.
• Keeping someone
waiting is considered
rude.
• Time is seen as unlimited
and never-ending.
• Time is an opportunity to
develop interpersonal
relationships.

28. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 28
Power Distance
Hofstede’s Power Distance Index compares
societies based on how far the less powerful
members of organizations and institutions
accept an unequal distribution of power.
High power distance
countries
Subordinates expect formal
hierarchies and embrace relatively
authoritarian, paternalistic power
relationships.

29. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 29
Power Distance
Low power distance countries
• Subordinates consider themselves as
equals of their supervisors.
• Relationships between individuals of
varying power tend to be more
democratic, egalitarian, and informal.

30. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 30
Communication Style
Low-context
cultures
High-context
cultures
• Rely on nonverbal
cues and the total
picture to
communicate
• Meanings are
embedded at many
sociocultural levels.
• Emphasize words,
directness, and
openness
• People tend to be
informal, impatient,
and literal.

31. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© Iosif Szasz-Fabian/Fotolia
Ch. 1 / Slide 31
How Technology and Social Media
Affect Intercultural Communication
In real life as
online, we gravitate
toward people who
seem like us.
Social media may
potentially bridge
cultural differences
as well as reinforce
them.
The online
environment may
deepen feelings
of isolation.
Global businesses adopt
technology to a varying
degree, revealing each
culture’s values
and norms.

32. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 32
Social Networking: Erasing or
Deepening Cultural Differences?
However, aside from language,
regional differences on Facebook and
Twitter seem minor.
Media
designers adapt
to cultural
preferences.
Regional and
cultural
differences
persist.

33. Learning Objective
5
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 33
Discuss strategies that help
communicators overcome
negative cultural attitudes and
prevent miscommunication in
today’s diverse networked
workplace.

34. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© Andres Rodriguez/Fotolia
Ch. 1 / Slide 34
Improving Intercultural
Effectiveness
Practicing
empathy
Curbing
ethnocentrism
Understanding
generalizations
and stereotyping
Remaining
open-minded
Building cultural
self-awareness

35. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 35
How We Form Judgments
Stereotype negative
An oversimplified
behavioral pattern
applied uncritically
to groups

36. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 36
Enhancing Intercultural
Oral Communication
Speak slowly
and enunciate
clearly.
Check for
comprehension.
Encourage
accurate
feedback.
Use simple
English.

37. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© puckillustrations/Fotolia
Ch. 1 / Slide 37
Enhancing Intercultural
Oral Communication
Follow up
in writing.
Observe eye
messages.
Accept
blame.
Listen
without
interrupting.
Smile when
appropriate.

38. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© raven/Fotolia
Ch. 1 / Slide 38
Improving Intercultural
Written Communication
Cite
numbers
carefully.
Consider local
styles and
conventions.
Hire a
translator.
Use short
sentences
and short
paragraphs.
Avoid
ambiguous
wording.

39. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© nito/Fotolia
Ch. 1 / Slide 39
Globalization and
Workplace Diversity
The domestic
workforce is
becoming more
diverse.
North-American
corporations
operate
globally.

40. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 40
Defining Diversity
Dimension
s of
diversity:
Race
Ethnicity
Age
Religion
Gender
National
origin Physical
ability
Sexual
orientation

41. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 41
Growing Population Diversity
65%
16%
13%
5%
60%
19%
13%
6%
46%
30%
13%
8%
0
10
20
30
40
50
60
70
White Non-Hispanics Hispanics African Americans Asians and Pacific Islanders
Percent
2010 2020 2050

42. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
© denis_pc/Fotolia
Ch. 1 / Slide 42
Growing Workforce Diversity
Benefits to consumers, work teams,
and businesses
• A diverse staff is better able to
respond to increasingly diverse
customer base locally and globally.
• Team members with various
experiences are more likely to create
products that consumers demand.
• Consumers want to deal with
companies respecting their values.

43. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 1 / Slide 43
Tips for Communicating With
Diverse Audiences on the Job
• Seek training.
• Understand the value of
differences.
• Learn about your cultural self.
• Make fewer assumptions.
• Build on similarities.

44. ©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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Ch. 1 / Slide 44